Order & Refund Policy
Everything is baked fresh to order, so here's exactly how orders, changes and refunds work.
Orders & lead times
Every item is made to order — nothing sits on a shelf. Once your order is confirmed on WhatsApp or Instagram, delivery is within 24–48 hours of confirmation across Dubai (AED 30), or you can pick up for free from Umm Al Sheif — we share the exact location on WhatsApp when your order is confirmed.
Cancellations
You can cancel or change your order up to 48 hours before the agreed delivery or pickup date. After that, baking has usually started and we can no longer cancel.
Quality issues
If something isn't right with your order, contact us on WhatsApp within 24 hours of receiving it, with a photo. We'll make it right with a replacement or a refund.
Perishable goods
Because everything we make is fresh and perishable, we can't accept returns. Please refrigerate cream-based desserts (cheesecakes, tiramisu and similar) as soon as they arrive.
Allergens
Our kitchen handles gluten, eggs, dairy, tree nuts, peanuts, sesame, and soy. Even items without these ingredients are prepared in the same kitchen — please tell us about any allergy before ordering.
Contact
The fastest way to reach us is WhatsApp, or send a DM on Instagram @cloud5.ae.
Licensed home-based food business — Dubai DET Professional License No. 1642166 · Dubai Unified License FH1229.