Refund policy

Our Promise

Everything at Huckleberry is baked fresh with care. If something isn't right with your order, we want to know — and we'll do our best to make it right. Because our products are freshly baked and perishable, we ask that you read the guidelines below so we can help you as quickly as possible.

Quality Issues & Damaged Orders

If your order arrives damaged, incorrect, or does not meet the quality you expect, please contact us on the same day of delivery or collection.

To help us resolve the issue promptly, please WhatsApp us at +60 12-209 8915 with:

  • Your order number
  • A clear photo of the item(s) in question
  • A brief description of the problem

We will review your message and respond within a few hours. Depending on the issue, we will offer a replacement, store credit, or a refund.

We are unable to process quality claims raised after the day of delivery or collection, as our products are perishable and we have no way to verify the condition of the item beyond that point.

Cancellations & Changes

Cakes, Loaves & Daily Items

We begin preparing your order the morning of your chosen delivery or collection date. As a result:

  • Cancellations must be made at least 24 hours before your scheduled delivery or collection time.
  • Cancellations made within 24 hours of the scheduled time are non-refundable.
  • To cancel or modify an order, please WhatsApp us at +60 12-209 8915 as early as possible.

Breads (Baked-to-Order)

Our breads — including sourdoughs, sandwich loaves, bagels, and brioche — are baked to order with a 2-day lead time. Once your bread order has entered production (i.e. within 2 days of your chosen date), it cannot be cancelled or refunded.

  • Cancellations requested more than 2 days before the scheduled date will receive a full refund or store credit.
  • Cancellations within the 2-day baking window are non-refundable.

Celebration & Custom Cakes

Custom cakes require dedicated time and ingredients to prepare. Our cancellation policy for custom orders is:

  • More than 72 hours' notice: Full refund or store credit.
  • 48–72 hours' notice: 50% refund; 50% retained as a preparation fee.
  • Less than 48 hours' notice: Non-refundable.

Date changes are subject to availability and must be requested at least 48 hours in advance.

Change of Mind

Because our products are freshly baked and perishable food items, we are unable to offer refunds or exchanges for change of mind after an order has been placed or collected.

Delivery Issues

We work with third-party delivery partners and do our best to ensure your order arrives in perfect condition. If your order:

  • Arrives significantly delayed (more than 2 hours beyond the estimated window)
  • Arrives with visible damage caused during transit
  • Is delivered to the wrong address due to an error on our part

Please contact us the same day with a photo and your order number. We will assess the situation and offer an appropriate resolution, which may include a replacement or store credit.

Please note that we are unable to take responsibility for delivery delays or issues caused by incorrect addresses provided at checkout, inaccessible delivery locations, or the recipient being unavailable.

Allergens & Dietary Needs

We take allergens seriously and list key ingredients on each product page. However, our kitchen is not allergen-free — cross-contact with nuts, gluten, dairy, and eggs is possible. We are unable to offer refunds based on allergic reactions where allergen information was available at the time of purchase. If you have a severe allergy, please contact us before ordering so we can advise appropriately.

How Refunds Are Processed

Approved refunds are returned to your original payment method within 5–10 business days, depending on your bank or card provider. We will confirm the refund via WhatsApp or email once it has been processed on our end.

Store credits are issued immediately and can be applied to any future Huckleberry order.

Get in Touch

The quickest way to reach us is via WhatsApp:

WhatsApp: +60 12-209 8915
Available daily, 9am – 6pm.

We're a small team and we genuinely care about every order. If something has gone wrong, please reach out — we'd much rather fix it than have you walk away unhappy.