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View our FAQs

Thursday, 24 Jan 2019

If you have contacted our Support Office or our Customer Care Team, then we are working very hard to respond as soon as possible. We are prioritising responses with urgent delivery deadlines and a member of our team will be in contact as soon as possible. However, please expect delays from our standard response time. We appreciate your support and patience.

Please refer below to our FAQs below;

Is Patisserie Valerie still open and trading?
Yes, Patisserie Valerie is open and trading as usual. You can find your nearest store online here: https://www.patisserie-valerie.co.uk/cafes.aspx

Which stores are open?
You can find your nearest store online here: https://www.patisserie-valerie.co.uk/cafes.aspx

Given the recent news, please can I have a refund for my order?
Unfortunately, we are unable to issue any refunds at this moment in time. If your order is due to be completed by 15th February 2019, your order will be fulfilled as normal. If your order is for collection before 28th February 2019 and your collection store has now closed, your order will be redirected to the closest store. Please contact supportoffice@patisserieholdings.co.uk for confirmation and further details.

My local store is closed, will this be reopening in a few days?
If your local store is closed, then unfortunately it will not be reopening at this point in time. You can find your nearest store online here: https://www.patisserie-valerie.co.uk/cafes.aspx

I have a Patisserie Valerie gift voucher. Can this be redeemed in store?
We are accepting and honouring all valid Patisserie Valerie gift vouchers or gift cards.

I have a third-party gift voucher. Can this be redeemed in store?
We are accepting and honouring all valid third-party gift vouchers, except Love2Shop.

I have an Afternoon Tea voucher, which stores can this be redeemed in?
Please visit https://www.patisserie-valerie.co.uk/pv/file/afternoontea.pdf to find a list of stores that serve afternoon tea. Please note, afternoon tea is subject to availability and no booking is required.

I have brought a voucher, but my local store has now closed and there are no other stores local. What do I do?
You can redeem a valid voucher in any of our Patisserie Valerie stores. Unfortunately, we are unable to provide any refunds at this point in time.

How long is my voucher valid for?
The expiry date will be stated on your voucher. If not, then please contact the company you originally purchased your voucher from.

I have a gift voucher which is no longer valid for redemption. Please can I have this extended?
Please take your expired voucher in store with you and where possible our team will try and help. 

I have a gift voucher which has now expired. Please can I use the face value of the voucher to purchase other products in store?
Unfortunately, your voucher is only valid to redeem on the products which are stated on the voucher itself. Please take your expired voucher in store with you and where possible our team will try and help.

Can I use my Druckers gift voucher at Patisserie Valerie , if not can I have a refund?
I’m afraid we are unable to accept Druckers gift vouchers at any Patisserie Valerie store, at this point in time we are unable to offer any refunds, as a result of the company being in Administration.

Am I able to order a cake online?
Yes, you are able to order a cake online as standard. Please note, the current last collection date for any orders is 28th February 2019.

What is the last collection date I can order my cake for?
We are currently only able to supply cake orders for collection before 28th February 2019.

I want to order a cake for collection after 28th February 2019, but your website isn’t allowing me to do so. Please can you explain why?
We are currently unable to produce cakes for collection after 28th February 2019. We apologise for any inconvenience caused.

I have an order placed for collection before 28th February, but the collection store has now closed. What should I do?
If you have any concerns regarding your order, please email all details over to supportoffice@patisserieholdings.co.uk with as much notice as possible. A member of our team will be in contact with you as soon as possible.

I have ordered a gateau for collection or delivery after the 28th February 2019, will my order be fulfilled?
We are working hard to ensure all orders are fulfilled but currently cannot guarantee any orders for collection or delivery after 28th February 2019. If you have any concerns regarding your order, please email all details over to supportoffice@patisserieholdings.co.uk and a member of our team will come back to you as soon as possible.


We once again thank all of our customers and staff for their continued loyalty and dedication.


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