Refund & Cancellation

Last updated: 26/08/2026

Everything we sell is made by hand at 21 Whitcomb Street, and some of it is made specifically for you. That shapes how refunds and cancellations work here, so this page sets out exactly where you stand — before you order, not after.

This page covers orders placed online, by phone or by email. If you bought something at the counter and there is a problem with it, just speak to us in the shop.

Nothing on this page affects your legal rights under the Consumer Rights Act 2015. Everything we sell must be of satisfactory quality, as described, and fit for purpose. If it is not, you are entitled to a remedy, and nothing below limits that.

Our doughnuts and sandwiches are made from scratch each morning and are meant to be eaten the same day. Our desserts are made ahead in small batches and are also short-life. None of it can be resold once it has left our kitchen, and products carrying your logo or artwork are made to your specification and have no value to anyone else.

For this reason the 14-day right to cancel that applies to most online purchases does not apply to what we sell. This is set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exclude goods that deteriorate rapidly and goods made to a customer’s specification.

CHANGE OF MIND
We do not accept returns or give refunds where you have changed your mind, ordered the wrong flavour, size or quantity, or no longer need the order. This applies to every product we sell, because everything is either freshly made for the day or made to your specification.

There is nothing to send back to us. We never ask you to return food, and we do not charge a restocking or handling fee. If you need to cancel, the deadlines are in sections 04 and 05 — and in most cases a cancelled order can still be collected from the shop.

None of this affects your rights if something is actually wrong with your order. That is covered in section 06.

Your order is confirmed once we have accepted it, not simply when you have paid. We will send you an order confirmation by email.

Very occasionally we cannot accept an order — a date is already full, an item has sold out, the address is outside the area we deliver to, or there has been an obvious error in a price on our site. If that happens we will tell you as soon as we can and refund you in full.

IF A FLAVOUR SELLS OUT
Our menu changes and individual flavours sometimes run out. If that affects your order, we will contact you before your date to agree a replacement. If you would rather not swap, we will refund that item in full. We will never simply substitute something without asking you first.

This section covers orders without personalised logos or artwork. For anything carrying your logo, see section 05, which applies instead of this one.

HOW TO CANCEL
Email us at [email protected] with your order number. We use the time your email was sent, not the time we open it, so a cancellation sent before your deadline is in time even if we reply later. We will confirm by reply — if you have not heard from us within one working day, please call so we can check.

If it is urgent, call us on 020 3633 7535 and follow up by email so there is a record.

WHAT COUNTS AS A WORKING DAY
A working day is Monday to Friday, not counting bank holidays. Our office is not staffed at weekends, so an email sent on a Saturday or Sunday is treated as arriving on the following Monday.

ORDERS UNDER £150

• By 12:00, 2 working days before your date — Full refund
• After that — No refund — but the order remains yours and can be collected from the shop until we close on the day

ORDERS OF £150 OR MORE
This is the total you pay at checkout, including VAT and any delivery charge. For larger orders we usually have to order ingredients in specially, several days ahead. Those costs are committed before we start baking, so we need more notice.

• By 12:00, 4 working days before your date — Full refund
• After that — No refund — but the order remains yours and can be collected from the shop until we close on the day

ORDERS PLACED AT SHORT NOTICE
If you order less than 2 working days ahead, you can cancel free of charge within 2 hours of placing your order.

CHANGING AN ORDER
You can change your order — the date, the quantity, or the flavours — free of charge up to the cancellation deadline above. Email us and we will confirm the change and any difference in price.

After that deadline we will always try to help, but a change we cannot accommodate is treated as a cancellation, on the terms above.

We would rather you had the doughnuts than lost the money, which is why a late cancellation becomes a collection rather than simply being forfeited. If your order was booked for delivery, we refund the delivery charge in full, since you are collecting it yourself.

And if we are able to sell your order to other customers, we will refund you what we recover — so please tell us as soon as you know. The earlier we hear from you, the more likely that is.

If you cannot collect, see section 08.

Personalised orders include any doughnut carrying your logo, artwork or a custom message. This section applies to them instead of section 04.

What you get back depends on how far we have got with your order, not on the date. Toppers are printed ahead of your date — sometimes a week ahead for larger orders — and they carry your artwork, so they cannot be used for anyone else.

• You have not yet approved the artwork — Full refund
• Artwork approved, toppers not yet printed — Full refund, less the £35 origination fee
• Toppers printed, baking not yet started — Full refund, less the £35 origination fee and the cost of your toppers
• Baking has started — No refund — the order remains yours and can be collected from the shop

So that you always know where you stand, we confirm two things in writing when you order: the date your toppers will be printed, and what they cost. Artwork approval is confirmed by email as well, so both sides have a clear record of the date and time.

The £35 origination fee covers the artwork setup and proofing already done. We do not charge it again if you reorder the same design.

You can change a personalised order free of charge at any point before you approve the artwork. After approval, a change to the artwork itself means starting again, so a further £35 applies; changes to quantity, date or flavour are free until your toppers are printed.

Where a cancelled personalised order converts to collection, we refund the delivery charge in full.

Please contact us within 48 hours of collection or delivery. Our products are short-life, so we cannot fairly assess a complaint after that point.

Where an order is delivered to a business address, those 48 hours start from the next working day — so an order arriving late on a Friday can still be raised on Monday.

PLEASE SEND US

• Your order number
• A short description of the problem
• A photograph of the product as you received it
• A photograph of the packaging, where relevant

A photograph is not a formality. It is usually the quickest route to a resolution, and it helps us trace what went wrong in the kitchen or in transit.

Where we confirm a problem, you can choose a full refund, a replacement, or a credit against a future order, whichever is practical.

Refunds go back to the original payment method only — we cannot refund to a different card or account. We issue the refund within 2 working days of agreeing it with you.

HOW LONG IT TAKES TO REACH YOU
Card refunds are not instant. We take card payments through Square, and a Square refund is not returned to you straight away.

• We issue the refund — Within 2 working days of agreeing it
• Square processes it and sends it to your card issuer — 2 to 7 business days
• Your bank posts it to your account — A further 2 to 7 business days
• Total — 4 to 14 business days

If your refund has not arrived after 14 business days, contact us and we will chase it from our side. It is also worth speaking to your bank, since the final step sits with them.

We hold collection orders for you at 21 Whitcomb Street until we close on the agreed date. Because everything is made fresh for that day, orders not collected by closing cannot be refunded or carried over to another date.

If you are running late or need to send someone else, call us and we will do what we can. Where we are able to sell an uncollected order to other customers, we will refund you what we recover.

Cancellation deadlines are in sections 04 and 05.

We aim to deliver all orders between 10am and 4pm. If you need a specific delivery or collection time, tell us in the Order Notes at checkout or email us at [email protected], and we will confirm what we can do before your date.

We deliver to the name and address you give us at checkout. Please give us a mobile number we can reach on the day, and make sure someone will be there to receive the order.

We will call or text you when we are on the way, so you do not need to wait in for the whole window.

IF NOBODY IS AVAILABLE
We will call the number on your order. If we cannot reach anyone, we will leave the order at a reception or concierge desk where there is one. Where that is not possible, the order comes back to the shop and can be collected the same day. Fresh products cannot be redelivered, and in that situation we are not able to offer a refund.

This does not apply where the delivery failed because of our error — a wrong address on our side, or arrival outside the 10am to 4pm window without a time having been agreed with you. In that case you get a full refund, including the delivery charge.

IF YOUR ORDER DOES NOT ARRIVE
If your order has not arrived by 4pm, or by the specific time we agreed with you, call us straight away. Where we have failed to deliver, you receive a full refund including the delivery charge.

Very rarely, something at our end means we cannot fulfil an order — equipment failure, illness in a small kitchen team, or a supply problem we could not foresee.

If that happens you get a full refund of everything you have paid, including any delivery charge, and we will tell you as soon as we know rather than on the day. Where we have let you down at short notice we will also do what we can to put it right — a replacement date, or a credit towards a future order — because we know a cancellation on our side can leave you stuck.

Occasionally something genuinely beyond our control stops us delivering or opening — severe weather, a power failure, a transport strike, or a road closure across central London.

We will contact you as soon as we can and offer either a new date or a full refund, whichever you prefer. We will not charge you for an order we could not deliver.

An order placed by a business rather than by a private individual is not a consumer contract, and the statutory consumer rights described in section 01 do not apply to it.

The cancellation deadlines in sections 04 and 05 apply to business orders in the same way. Where an order is cancelled after the relevant deadline, the full order value remains payable — whether it has already been paid or is invoiced afterwards — and the order remains available for collection.

If something is wrong with a business order, section 06 applies as written, including the 48-hour window counted from the next working day.

Bombolone Limited

21 Whitcomb Street, London WC2H 7HA
020 3633 7535
[email protected]

If you are unhappy with how we have handled a refund, tell us and we will look at it again. We would always rather sort it out directly than leave you out of pocket.

Version 1 · Published 26 August 2026. The version of this policy that applies to your order is the one published on the date you placed it. Earlier versions are available from us on request.