My Order - Everything You Need To Know
Where is my order?
To check the whereabouts of your items, log into your account to view the most up-to-date information about your order. Please be aware that you will need to have been logged into your account and/or have registered for an account when placing your order for it to be visible here.
You can track your order once the order has been shipped, as you will receive a shipping confirmation with a tracking number on it and also a button to press so that you can track your package. There are options with Royal mail, DPD and Fedex to change delivery dates, deliver to a safe place and so on.
You will always receive an order confirmation. This will be sent to the email address you entered. If you can’t find it, please look in your junk or spam folder. If you still haven’t received it, please contact us as sometimes the email address has been entered incorrectly and it can’t be sent to you.
We recommend you use Shop Pay which is a secure service offered by Shopify and allows you to save your payment and shipping information for faster purchases on participating online stores. You will also get updates on shipping via email or the app which you can download onto your phone.
If your order has not been delivered within 10 working days, please contact our Customer Service at orders@creamcornwall.co.uk or 01326 450811.
How do I return my order?
For online orders.
Naturally, we want you to love everything, but there will be times when you want to send something back. We have made it very easy for you.
Go to this link, https://www.royalmail.com/track-my-return#/details/7621
It will take you to our portal on the Royal Mail site. All you have to do is fill in your email address and your order number and follow the instructions. You will find any help you may need at the bottom of the page. There are so many options that you will find the whole process very painless!
You can even choose a pick up time from Royal Mail to suit you.
Once we receive it, (in the same condition as we sent it out ), we will refund you, less the cost of sending it back, which is £5.95.
For purchases made in a Cream Cornwall shop.
We are happy to exchange goods within 28 days from the date of purchase. We can also offer you a gift card to use in-store or online.
You have the legal right to a refund if your goods are faulty within 30 days from the date of purchase.
My order is damaged.
Whilst we do everything to package your order so that it arrives in one piece, sometimes there are accidents. In this case, please email us, orders@creamcornwall.co.uk with your order number. This is on all the paperwork.
We can replace the item or refund you, but we will need a photo of the damaged item or items and we will contact you.
My item is faulty.
Please send a photo of the faulty item if you can, if not a brief description to orders@creamcornwall.co.uk
We will also need your order number.
An item is missing from my order.
If an item is missing from your order, please email us, orders@creamcornwall.co.uk and tell us what is missing. We will need your order number and we will send you the missing item. You will receive an order confirmation and shipping details.