POLICIES
Express Shipping with Canada Post
This shipping option is exclusively applicable to items listed in our "DELIVERY" catalogue. Please be aware that, given the perishable nature of our products, we do not accept refunds or returns for changes of mind.
Kindly consider the intended delivery location for your product. In cases where no one is available to receive the delivery, Canada Post will leave the parcel in a secure location. It's important to note that the responsibility for the parcel, when left unattended, lies with the sender. The sender is responsible for selecting the receiving address and assumes accountability for the package once it's delivered, regardless of their presence during delivery.
The sender must ensure that the parcel is sent to an address that is:
- attended upon delivery; or
- if unattended, the sender takes responsibility if the package is left in a secure location upon
If concerns arise about the parcel being left in a secure place upon arrival, we recommend opting for an alternate shipping address that will be attended during business hours on weekdays. Alternatively, consider using a parcel locker.
In the event of an incorrect order arrival, please contact us with a photo of your order and a brief description. Depending on the circumstances, we will discuss options for replacement or refund. If the issue is our error, we will provide a replacement or refund for your order. If the issue is related to our shipping courier (e.g. damage during transit), please reach out to Canada Post using the tracking number provided via email upon parcel shipment.
Please note that Shelíss Bakery will not be responsible for reimbursing shipping costs incurred through our courier partners.
Local Pickup
For all custom cakes and treats, we offer the convenience of local pickup. During checkout, you'll have the opportunity to select a pickup time for your order. This designated time marks when your order will be ready for collection, up to the close of business on the same day.
If you're not collecting the order in person, we suggest asking a friend or colleague to photograph the cake before it leaves the store. This step helps ensure your satisfaction.
Unfortunately, due to the perishable nature of our products, we cannot accommodate refunds or exchanges once your order has left our store.
Creative Freedom
At Shelíss Bakery, our bakers will make every effort to adhere to customer-provided recommendations and instructions. However, we retain the right to exercise creative freedom – crafting a product we are proud of as it exits our shop. Each of our custom orders is handcrafted, ensuring that no two items are exactly alike. While we strive to meet your specifications, please understand that, being buttercream-based, exact shade/color replication may not always be feasible. Although we consistently use the same coloring in-store, your cake might not be identical to a prior creation using the same color. Handmade and made-to-order, slight variations are inherent between two cakes.
Returns & Refunds
All our products are lovingly crafted in-house, by hand. Given the perishable nature of our goods, we cannot assume responsibility for their condition once they depart our store.
Order Adjustments & Cancellations
We recognise that plans can shift, and we are open to accommodating adjustments to your order. However, please be aware that changes involve administrative work, leading to a $10 administrative fee for changes and/or cancellations. Within 3 days of collection, we cannot facilitate changes or cancellation to your order.
For Large Orders
If you're preparing for a monumental wedding or a major event requiring catering, we would be thrilled to participate. Please reach out to us via email at sheliss.to@gmail.com at least 15 days before your intended pick-up date. Be sure to include the desired order date, quantities required, and preferred flavors.