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.com or 01326 450811.

How do I return my order?

For online orders.

Naturally, we hope you love everything you receive, but if you do need to return an item, we’ve made the process quick and simple.

Please visit the following link to access our returns portal:
https://www.royalmail.com/track-my-return#/details/7621

This will take you to our Royal Mail returns page. Simply enter your email address and order number, then follow the step-by-step instructions. You’ll also find helpful guidance at the bottom of the page should you need it.

There are several convenient return options available, including the ability to schedule a Royal Mail collection at a time that suits you.

Once we receive your return (in the same condition it was sent), we will process your refund, minus the £5.95 return postage fee.

If you need any further assistance, please let us know and we’ll be happy to help.

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.com 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.com
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.com 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.