FAQ

Online Ordering

  • What is the cut-off time for ordering online?

    To allow our bakers enough time to create your items, we require a 2 p.m. cut-off time for London delivery or collection in store the following day. Orders placed after that time will be processed the next working day. For UK wide Mailorder we require a 2 p.m. cut-off time to receive within 2 working days.

  • What is the minimum spend online?

    The minimum spend for orders placed online is £10.00 excluding delivery.

Changes & Cancellations

  • I need to cancel or amend my order. How can I do this?

    Either phone or email us to amend or cancel your order—your email confirmation will feature the best contact details to get in touch with us. Please note changes can be made until 24 working hours before delivery. After this time we are unable to issue refunds or make amendments to your order.

  • I haven’t received my confirmation email? What can I do?

    You should receive your confirmation email within an hour of processing the order. If you don’t receive anything please give the Cake Hotline a call on 020 7633 3333 and they will ensure there is nothing wrong with your order.

  • What is your returns policy?

    If upon receiving your order you find it contains products different to those ordered, or the order is incomplete, or an item is damaged when you receive it, please call our Cake Hotline immediately on 020 7633 3333.

Delivery & Collections

  • What is the difference between UK wide Mailorder and London Delivery?

    Mailorder deliveries are processed through our trusted external recorded courier service. UK wide Mailorder is only available for items that can be safely packaged and posted using this method, allowing these items to be available throughout mainland UK. London Delivery is offered on all other items—these items are hand-delivered by our driver within the London area to ensure your order arrives in perfect condition. Mailorder deliveries operate on a 48 working hour notice period, however London Delivery operates on a 24 working hour notice period.

Allergen Information

  • I have an allergy, how can I find out what each product contains?

    Each of our products in the Online Shop list which allergens are present alongside a full ingredients list. Instore you can ask any of our team members or refer to the label displayed by each product. Please note that although some of our items are wheat, dairy and nut free, they are baked in an environment in which all these items are handled!

Branch & Phone Ordering

  • Do you have cake suitable for vegetarians or vegans?

    All of our cakes are vegetarian, but we do use organic, free range eggs and dairy products, which makes them unsuitable for vegans.

  • What do the dietary symbols on the product pages mean?

    - Contains nuts
    - Wheat-free
    - Suitable for vegetarians
    - Contains egg

Storage Instructions

  • How long will cakes keep fresh and will they have to be refrigerated?

    Our frosted cakes should be kept in the fridge until an hour before they are due to be enjoyed. They will last up to 7 days if looked after correctly. Our brownies should be kept in an airtight container at room temperature, and should last up to 10 days. For our other products see our Online Shop for storage instructions and shelf life listed under each product.

Instore & Phone Ordering

  • Can I order in-store?

    All our products can be ordered in-store, although for bespoke or more complicated designs we do recommend you request a consultation in advance with one of our cake consultants to come in and see us.

  • Do you accept telephone orders?

    Gladly! – call our Cake Hotline on 020 7633 3333 to place an order.

  • What is the cut off time for ordering in-store?

    We try to fulfil your orders in the shortest time possible – if you are happy to collect we can often offer it the same day on our standard range. We also offer a while you wait service for personalised cakes instore.

  • Why do I need to provide proof of identity when collecting my order?

    Our cakes are so good that we’ve had occasions where fraudulent orders are placed or imposters have collected someone else’s order! To cover all bases, we find it best to stipulate proof of identity when collecting orders—it means you get your cake, and we don’t give your order to the wrong people!