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POLICIES

GENERAL

 - As our items are made to order along with the perishable nature of our products, we  do not accept returns or offer refunds.

- Should you have any issues, please reach out to us as soon as possible within 24 hours of receiving your order if you are unsatisfied. We will come up with a solution.

- Please contact us directly by email: swserenade@gmail.com

SHIPPED ITEMS

 (Currently only applies to shippable cookies)

- We do not accept responsibility for damage to goods during the shipping process, and will take great care to pack your items securely enough for average shipping conditions.

- If there is damage from shipping, please keep the shipping box for inspection by the courier so we are able to make a claim for damaged goods (contact us immediately with photos).

- We will not accept responsibility for product spoilage due to shipping delays, or if the customer is not available to receive the order at the appropriate day and time.

- If an order is returned to us because you entered an incorrect address, your payment will not be refunded. 

- Depending on the shelf life of your items, we may be able to re-ship your order at your own expense.

PRIVACY & SAFETY

We respect your privacy and are committed to protecting your information.

1. Information We Collect

  • Email Address: When you sign up for our newsletter, promotions, or place an order.

  • Payment Details: Collected securely during online payments via third-party processors.

2. How We Use Your Information

  • To send updates, promotions, and process orders securely.

3. Data Protection

  • We use secure encryption for transactions and personal data.

4. Sharing Your Information

  • We don’t sell your data, but may share it with trusted service providers (e.g., payment processors).

5. Opting Out

  • Unsubscribe from emails at any time via the link in our emails.

6. Cookies

  • We use cookies to improve your browsing experience.

7. Your Rights

  • Access, correct, or delete your data by contacting us.

PICK UP ITEMS

- Orders not picked up by the specified date will not be refunded and products will not be kept. 
- Once items are picked up, they become your responsibility and not that of Sweet Serenade and no refund will be provided due to any mishaps during transport (all cakes will have instructions on safe transport).
- If any issues arise during transport, while there is no guarantee, you may contact us and we will assist if possible.​

CANCELLATIONS

We understand that sometimes things happen and you may need to cancel your order.

Due to the nature of the business, some items may have already been ordered and preparation may have begun on your order:

1. No refund or store credit available for cancellations within 48 hours of pick up/delivery date

2. Store credit may be available for cancellation 1 week or more before the pick up/delivery date (subject to owner's discretion) - no refunds

3. A partial refund or store credit may be available for cancellation 2 weeks or more from the pick up/delivery date

4. Orders cancelled within 48 hours of placing the order have a choice of a store credit or a full refund (may be subject to processing fees incurred if paid by card).

PAYMENT METHODS

- Credit / Debit Cards
- Offline Payments (E-transfer)

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