Refund policy
Every cake, cupcake, cookie, candy order and gift from Iris Lee is made to order for you. This policy explains how changes, cancellations and refunds work, and what we do if something is not right when your order arrives.
Made to Order, Final Once Prepared
Our baked goods, confections and personalized items are perishable and made specifically for each customer, so they are final sale once they have been prepared, printed or personalized. We do not accept returns of food or personalized items.
Changes and Cancellations
- Standard orders: You may change or cancel a standard order for a full refund up to 48 hours before the scheduled delivery, pickup or ship date.
- Custom, personalized, corporate and event orders: These include custom cakes, logo and printed items, personalized wrappers and labels, candy buffets and party favors. You may cancel for a full refund up to 7 days before the scheduled date, less the cost of any custom materials already ordered or printed for you, such as logo transfers, printed wrappers, labels and specialty packaging.
- Inside the deadline: Orders cancelled after these deadlines are not refundable, because ingredients, materials and kitchen time have already been committed to your order. We are always happy to talk about moving your order to a new date when we can.
- To change or cancel an order, please call us at (617) 731-9800 during business hours, Monday to Friday, 10 AM to 5 PM. A change or cancellation is confirmed once our team has confirmed it with you.
If Something Is Not Right
We stand behind what we make. If your order arrives damaged, incorrect or incomplete, please contact us within 24 hours of delivery or pickup at (617) 731-9800 or info@irislee.com, and include your order details and a photo of the item. We will review it with you and, at our discretion, offer a replacement, a store credit or a refund for the affected items.
Shipped Items
Cupcake jars and other items we ship are packed to travel. If a shipped item arrives damaged, please send us a photo within 24 hours of delivery and we will arrange a replacement or refund for the damaged items. Carrier delays caused by weather or other events outside our control are not eligible for a refund, though we will always do our best to help.
Delivery Details
Please make sure the delivery address, recipient name, phone number and delivery date are correct when you order. Orders that cannot be delivered because of an incorrect address, an unavailable recipient or a missed pickup are not eligible for a refund. A redelivery can be arranged for an additional delivery fee.
Handcrafted Variation
Every item is decorated by hand, and product photos are illustrative examples of each design. Natural variation in color, piping, size and finish, seasonal design updates and substitutions of comparable items in gift baskets are part of handmade work and are not grounds for a refund.
Allergies and Dietary Needs
Our kitchen works with wheat, eggs, milk, soy, peanuts and tree nuts. Please tell us about any allergy or dietary need when you place your order so we can talk through your options. Because of shared equipment, we cannot guarantee that any item is free of allergens, and allergic reactions are not grounds for a refund when an allergy was not disclosed at the time of ordering.
How Refunds Are Issued
Approved refunds are issued to the original form of payment. Please allow 5 to 10 business days for the refund to appear, depending on your bank or card issuer. Store credits are applied to your next order with us.
Contact Us
Irislee Fine Confections and Event Services
501 Heath Street, Chestnut Hill, MA 02467 (visits by appointment)
Phone: (617) 731-9800
Email: info@irislee.com
Hours: Monday to Friday, 10 AM to 5 PM