Frequently Asked Questions
- When carrying the cake, please ensure that you hold it by the base at all times. Do not hold the cake by the sides as it may dent the box or cause damage to the cake.
- Please ensure that the cake is placed in a clean empty footwell. Do not place the cake on somebody’s lap or on the car seat, as these are unstable surfaces and may cause damage to the cake.
- Heating should be turned off whilst transporting the cake and, if possible, air-conditioning should be switched on. The cake should be taken straight home or any other destination, rather than stopping on the way and leaving the cake in the car.
- Please note that we cannot take any responsibility for any damage to any of our products caused by poor transportation. If you are unsure that you will be able to transport the cake safely, we recommend opting for delivery. We are not liable for any damage to our products once they left the premises.
- All products should be collected by 11am on the date of the order.
- If you do not turn up to collect your order within this timeframe, you will have to message or call to arrange collection on a different day.
- We aim to deliver all orders before 11AM on the delivery day.
- Buttercream cakes should be taken out of the fridge 30 minutes before serving.
- Fresh cream / cream cheese frosting cakes should be kept refrigerated until serving time.
- Cupcakes should be refrigerated until 30 mins – 1 hour before serving.
- Brownies and cookies should be kept at room temperature.
- Please remove any non-edible decorations and dowels (from tiered cakes) before serving.
- Once the cake is cut, please store it in an air-tight container or cover any exposed sponge with cling film to prevent it from drying out. Once cut, cakes should be kept in the fridge.
- Please note that all our products are made in an environment with the main 14 allergens: eggs, fish, lupin, milk, gluten, celery, crustaceans, mustard, peanuts, nuts, sesame, soya, sulphur dioxides and sulphites. While we take precautions, we cannot guarantee the absence of allergens due to potential cross-contamination.
- Please notify us of any dietary restrictions or allergies at the time of ordering.
- All products should be fully paid at the time of the order.
- For custom-made cakes, you will be sent an invoice that can be paid online. This should be paid in full in order to secure your order.
- We accept major credit / debit cards and other secure payment methods offered at checkout.
- For cancellations made more than 21 days before the order date, a full refund will be issued.
- For cancellations made between 14-21 days before the order date, you will be refunded 75% of the value of your order.
- For cancellations made between 7-14 days before the order date, you will be refunded 50% of the value of your order.
- For cancellation 3-7 days before the order date, you will be refunded 25% of the value of your order.
- For cancellations made less than 3 days before your order date, no refunds will be issued.
- Should you have any concerns about your products, please notify us immediately upon collection / delivery.
- All other concerns should be made in writing, and evidence of the fault should be included. This should be done no later than 24 hours after collection / delivery.
- Please note that we will only issue refunds if there is a proven fault with the cake. No refunds will be issued if you change your mind or if the cake does not suit your taste.
- For cancelled orders, refunds will be issued as per our cancellation policy.
- Please note that we will only issue refunds if there is a proven fault with the cake. No refunds will be issued if you change your mind or if the cake does not suit your taste.