FAQ

You've got questions, we've got answers.

Online Ordering

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

For items which can be collected the same day we need at least 2 hours notice. For next day collection or delivery, orders need to be placed by 3pm the day before the order is needed. For UK Wide Mail Order deliveries, orders need to be placed by 3pm two days before the order is needed.

What is the minimum spend online?

The minimum spend for online orders is £10, excluding any delivery charges.

Can I use a gift voucher when ordering online?

At the moment we cannot accept gift vouchers as a payment method online, however it will be possible to do so soon. If you wish to use an existing gift voucher to buy a product, please call our Cake Hotline on 020 763 3333 who will be able to process your order over the phone. Cake School gift vouchers can be used online when booking a Cake School class.

Charges & Cancellations

How do I cancel or amend my order?

Either give us a call or send us an email to cancel or amend your online order - Your email confirmation will feature the best contact details to get in touch with us.

What should I do if I haven't received my confirmation email?

You should receive your confirmation email within an hour of placing your order. If you don't receive anything, then please give our Cake Hotline a call on 020 7633 3333.

What is your returns policy?

If upon receiving your order you have any problems please call our Cake Hotline on 020 7633 3333.

Delivery & Collections

What is the difference between UK Wide Mail Order and London Delivery?

A ‘London Delivery’ refers to any deliveries to addresses within our London delivery radius (most London postcodes). Please visit our deliveries and enter your postcode to see if we deliver your address.

UK Wide Mail Order deliveries are processed through our trusted external recorded courier service. UK Wide Mail Order is only available for items that can be safely packaged and posted throughout mainland UK.

To receive products by UK Wide mail order, make sure to order by 12pm 2 working days in advance. To book a delivery outside mainland UK call our Cake Hotline on 020 7633 3333.

Allergen Information

I have an allergy, how do I found out what each products contains?

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

Do you have any cakes suitable for vegetarians or vegans?

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

Storage Information

How should my product be stored?

Cakes - Curly Whirly, Choc Noisette, Lemon Chiffon Cake & Carrot Passion Cake - Keep refrigerated in an airtight container. Stays fresh for a minimum of 3 days. (Red Velvet & Victoria Sponge - Stays fresh for a minimum of 2 days.)

Brownies - Keep non-refrigerated in a cool, dark and dry place in an airtight container. Stays fresh for a minimum of 3 days.

Desserts - - Keep refrigerated in an air tight container. 3+ day shelf life.

Mini Bakes  - Keep refrigerated in an airtight container. Stays fresh for a minimum of 2 days.

Magic Cakes - Keep non-refrigerated in a cool, dark and dry place in an air tight container. Stays fresh for a minimum of 5 days.

Biscuits - Keep non-refrigerated in a cool, dark and dry place in an air tight container. Stays fresh for a minimum of 1 week.

Confectionary- Keep non-refrigerated in a cool, dark and dry place in an air tight container. Stays fresh for a minimum of 2 weeks.

In-store & Telephone Ordering

Can orders be placed in-store?

All of our products can be ordered in any of our London stores. If you would like something bespoke we recommend you request a cake consultation with one of our Cake Consultants either in-store, or by calling our Cake Hotline on 020 7633 3333.

Can orders be placed over the telephone?

You can place ordered on the telephone by calling our Cake Hotline Consultants on 020 7633 3333.

What is the cut off time for in-store or telephone orders?

We try to fulfil orders in the shortest time possible - if you are happy to collect we can often offer same day on our standard range. We also offer a while you wait service for inscribed cakes purchased in-store.

What do I need to bring with me when collecting my order?

Please bring the confirmation email when collecting your order.