At Wilton Shop, we’re passionate about helping you create beautiful baked masterpieces. We understand that sometimes things don’t work out as planned, which is why we’ve created a straightforward returns and exchanges process. Your satisfaction is our priority!

Quick Overview

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused and in original packaging
  • Process: Contact us first → Get approval → Ship items back
  • Refund Time: 5-10 business days after we receive your return

Our Return Policy Details

Eligibility for Returns & Exchanges

We accept returns and exchanges for most items within 15 days of delivery, provided they meet the following conditions:

  • Items are in original, unopened packaging
  • All tags and labels are attached
  • Items show no signs of use or damage
  • You have your original order confirmation or receipt

Non-Returnable Items

To ensure the safety and quality of our products, the following items cannot be returned or exchanged:

  • Edible Products: Cake Mixes, Flavouring & Extracts, Edible Cake Decoration, Edible Colour Sprays, Edible Food Pens, Edible Glitter, Edible Paints
  • Personal Care Items: Brush products
  • Opened or Used Items: Any product that has been opened, used, or shows signs of wear
  • Custom or Personalized Items: Special order products made specifically for you

Step-by-Step Return Process

Step 1: Contact Our Team

Before shipping anything back, please email our customer service team at [email protected] with:

  • Your order number
  • Product name and quantity you wish to return
  • Reason for return
  • Whether you prefer an exchange or refund

Step 2: Wait for Approval & Instructions

Our baking-loving team will review your request and respond within 2 business days with:

  • Return authorization (if approved)
  • Shipping instructions and return address
  • Any special instructions for your specific items

Step 3: Package and Ship Your Return

Once approved, carefully package your items including:

  • All original packaging and materials
  • The return authorization form (we’ll email this to you)
  • Any free gifts received with your order

Ship using a trackable method and keep your shipping receipt. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5-10 business days to your original payment method
  • Exchanges: Shipped within 3-5 business days after processing your return
  • You’ll receive email confirmation when your refund or exchange is processed

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]


Dear Wilton Shop Team,


I would like to request a return/exchange for my recent order:

Order Number: [Your Order Number]

Order Date: [Date of Purchase]

Items to Return: [Product Names and Quantities]

Reason for Return: [Please describe why you’re returning]

Preferred Resolution: [Refund / Exchange for (specific product)]

Please let me know the next steps and if you need any additional information.


Thank you,

[Your Name] [Your Email Address] [Your Phone Number – Optional]

Refund Information

Refund Processing Time

Once we receive your return, please allow:

  • 5-10 business days for refund processing
  • Additional 3-5 business days for the refund to appear in your account (depending on your bank or payment provider)

Refund Methods

Refunds are issued to your original payment method:

  • Credit/Debit Cards: Visa, MasterCard, JCB – refunded to your card
  • PayPal: Refunded to your PayPal account

Shipping charges are non-refundable unless the return is due to our error.

Need Help? We’re Here for You! 🧁

Our customer service team shares your passion for baking and is ready to help with any questions about returns or exchanges.

Email: [email protected]

Response Time: Within 2 business days

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM EST

Important Notes

  • We cannot process returns without prior authorization
  • Returns shipped to incorrect addresses may not be processed
  • Damaged or defective items should be reported within 48 hours of delivery
  • International returns may be subject to customs fees (customer responsibility)

Thank you for choosing Wilton Shop for your creative baking journey. We’re committed to ensuring you have a positive experience with us!

Happy Baking,
The Wilton Shop Team 🎂

 | Wilton Shop, 1570 Mulberry Lane, Miami, US 33131