How to Contact Us

We are always happy to receive comments and questions from our customers.

Our Customer Services department is open between 9am and 5pm Monday to Friday.

Please check the list of most common question below first as you may find that your question has been answered.
If not, please use the form lower down or one of our Social channels.

Coronavirus / COVID-19

Are your store closed?

Following the government guidelines, it is with a heavy heart that we have had to make the difficult decision to temporarily close our stores and online services. The welfare of our guests and employees will always remain our highest priority.

How will I get my cake if your stores are closed?

Unfortunately, as our stores are closed no cake orders can be collected or delivered. We are automatically processing full refunds for cake collection or delivery orders in our system up until the end of April. There is no need to get in touch with us as a member of our team will reach out to you if your order is currently affected and if a full refund is being processed. Thank you for understanding.

My order was for further in the future than April, has this been cancelled too?

We have made the decision to review our business closure frequently and we will be following any government guidelines that are introduced during that time. We have chosen to wait a little longer before we make any further cancellations for orders that are due after April. Throughout this uncertain time, we will keep you updated should we need to stay closed for longer. Should this situation continue into later months, we will contact all those with orders accordingly.

How do I claim my refund?

We have authorised a full refund for all orders that we have sadly had to cancel, which means you do not need to contact us to claim your refund. These refunds are being automatically processed and we appreciate your patience.

I have a voucher that will expire soon, how will I be able to use it?

We have remotely extended the expiry date on all vouchers that are due to expire between 1st March to the end of June. These vouchers have been given an extra 6 months on top of the original expiry date. Should our current situation continue for longer than expected, then we will review this again accordingly and keep you all updated.

Please note that for non-PV vouchers, such as those from Groupon or BuyaGift, you would need to contact the original vendor for refund information.

When will you be reopening?

We are eagerly awaiting any update from the government as to when is safe for us to reopen our stores and bakeries. We will keep updated via Cake Club, our website and social media channels. We look forward to welcoming you back as soon as possible.

Vouchers expiring soon

I have a voucher that will expire soon, how will I be able to use it?

We have remotely extended the expiry date on all vouchers that are due to expire between 1st March to the end of June. These vouchers have been given an extra 6 months on top of the original expiry date. Should our current situation continue for longer than expected, then we will review this again accordingly and keep you all updated.

Please note that for non-PV vouchers, such as those from Groupon or BuyaGift, you would need to contact the original vendor for refund information.

Afternoon Tea

Which of your stores serve Afternoon Tea?

You can view a full list of our patisseries which serve Afternoon Tea here: https://www.patisserie-valerie.co.uk/pv/file/afternoontea.pdf. No booking is required, you can simply walk in and wait to be seated.

What time is your Afternoon Tea served?

Our Afternoon Tea is served all day, every day of the week. Simply request it when you make your order, and be sure to show your server your voucher if you have one.

Cancellations and Refunds

What is your official Refund & Cancellation policy?

We can only guarantee a full refund of your order up to 14 days prior to the collection or delivery date.
Please note that if you cancel between 14 days to 72hrs prior to delivery or collection date you will receive a maximum of 50% of the order total.

In the event of cancellations within 72hrs of collection or delivery, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Please note if you place an order for collection or delivery within 72hrs you are ordering it in a non-cancellation period. Therefore, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Orders placed for next day delivery cannot be amended, altered or cancelled once placed.

What is your refund & cancellation policy during the UK lockdown?

We are currently automatically processing full refunds for any cake collection or delivery orders in our system up until the end of April. There is no need to get in touch with us as a member of our team will reach out to you if your order is currently affected and if a full refund is being processed. Thank you for understanding.

Charity Donations

Are you currently taking any requests for charity donations?

At Patisserie Valerie we aim to get involved in charity events, and donations for such, as often as we can. If you do have a charity donation request, then please do complete our online contact form and a member of our team will be in touch with you.

Locations

Where are your patisseries located?

We have patisseries located through the UK. You can find your nearest online here: https://www.patisserie-valerie.co.uk/cafes.aspx.

Delivery Options

Do you offer a delivery service?

We are partnered with DPD to offer Pat Val Premier, a delivery service that makes it possible for us to transport a selection of our Celebration Cakes right to your front door.
Order your cake for home delivery online here: https://www.patisserie-valerie.co.uk/patvalpremier.

The majority of our stores are featured on Uber Eats and Deliveroo meaning you can get your favourite food delivered to your front door.

Our Create a Cake, Personalised Cakes and Wedding Cakes are currently available for delivery only within the London area. We are working on extending this to cover much more of the UK as soon as we can.


Social Networks

You can find us on all the major social networks.
We will typically respond between 9am and 5pm Monday to Friday on these channels.

Facebook:
https://www.facebook.com/patisserievalerie

Twitter:
https://twitter.com/valeriecafe

Instagram:
https://www.instagram.com/patisserievalerie


Other Enquiries

You can also check our main FAQ page if your question is not answered above.
If you still don't find the answer you are looking for, please use the form below and we will be back in touch with you as soon as possible.

Please bear in mind we are only operating a very minimal staff at this time, so please only use the form for urgent enquiries.




Join Our Cake Club

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