Frequently Asked Questions
Delivery
Can I choose a delivery date?
Yes, you can order online for any date in advance. At the checkout you can select the date of your choice. 99% of our UK deliveries arrive on the chosen date.
For a slightly higher charge pre-12pm, pre-10.30am, Saturday and Sunday deliveries are available. These services are not available for deliveries to the Highlands or Islands.
At the discretion of the courier, Sunday deliveries may occasionally be delivered on a Saturday.
We recommend that for Celebration Cakes you arrange for delivery at least a day earlier than when the cake is required.
International deliveries are not guaranteed to arrive on the selected date, as gifts can be subject to customs clearance or delay. However 95% of the gifts do arrive on the selected date. If not on the chosen date, they will generally arrive within a day on either of side of the selected date.
For all deliveries we STRONGLY ADVISE that the recipient knows that a parcel is going to be delivered - even if you want the contents to be a surprise - this ensures delivery is made on time and reduces the risk of damage due to additional handling by the courier. Also, due to the nature of our baked products it is important that these arrive and are enjoyed as fresh as possible.
How will my gift be delivered?
We send all our UK parcels via DPD, using their Next Day service to ensure maximum freshness of our baked produce. All items are sent in outers with instructions to keep flat.
What if the recipient is out at the time of delivery?
We strongly advise that the recipient is expecting our delivery, even if you want the contents to be a surprise. Damages are very rare but are more likely to happen on a second delivery attempt and unfortunately we are unable to offer refunds for damages in this instance.
You will receive an e-mail/ text the evening before delivery advising that delivery will take place the next day. You will be able to respond to the courier with this e-mail/ text if you wish the gift to be delivered to a neighbour or left in a safe place, which we recommend if there is a possibility that the recipient will not be in.
We do not recommend using any other delivery instructions such as changing the delivery date, address or having the parcel left at a local pick up point/ shop as these will all result in a delay in the parcel being delivered and we cannot be held responsible for damages or other problems caused by this. If the recipient is not at home at the time of delivery and no request has been made, then a card will be left with details of how the item can be redelivered or collected.
Where can you deliver to?
We can deliver to all addresses in the UK for next day except Scottish Highlands north of Aberdeen, Islands and Ireland (North & South) which are a 2 day service.
We can deliver to most European and Non European Countries. Some products cannot be sent due to import restrictions in selected countries – please refer to individual products
Unfortunately we no longer deliver to Greece, Russia and South Africa.
We cannot deliver to BFPO addresses.
We cannot deliver to PO boxes
Seasonal Delivery Times
Due to the volume of orders and to avoid disappointment at seasonal events (Valentines day, Christmas, Mother's Day, Father’s Day and Easter) gifts may be dispatched for delivery earlier than your chosen date by up to 3 days. We will make every effort to advise customers should we have to do that.
We refer particularly to cases of adverse weather (snow) where additional delivery time may be required in localised areas and we therefore want to ensure timely dispatch.
Can I specify a time for delivery?
Standard Next Day Service* can take place anytime between 8am-6pm Monday – Friday.
We offer a Monday – Friday pre 12 noon or pre 10.30am service at an additional cost
Saturday and Sunday deliveries are available at an additional cost and are usually delivered before 1pm.
How much does delivery cost?
Delivery starts at £5.90 for standard next day service* to UK Mainland. Parcels above 15kg or multiple parcels are calculated at checkout.
Delivery Pre 10.30am at a cost of £9.90
Delivery Pre 12 noon at a cost of £7.90
Saturday Delivery at a cost of £9.90
Sunday Delivery at cost of £9.90
Delivery to Islands (including Ireland) cost £14.95
International is based on parcel weight and size and is calculated at checkout (we do not deliver celebration cakes or cupcakes)
Can you deliver same day?
We are unable to deliver same day.
Can I check if my gift has been delivered?
When we dispatch your gift, you are sent an e-mail with a tracking reference number. You will receive an update from the courier on the morning of delivery to advise you of the hour that the gift will be delivered. You can check the progress of your parcel at any time by following the link provided. If you experience any difficulties then we will be happy to assist you to track your parcel.
What happens if my gift arrives damaged?
We take great care to ensure that our cakes and gifts leave us in perfect condition and that the packaging will ensure its safe delivery.
All products and gifts are in clearly marked boxes to reduce damages, however if your gift should be damaged on arrival, then we will require photographs showing the damage and the outer packaging. Alternatively you can return the gift to us in its original packaging including an order reference number,
What happens if my gift arrives late?
We dispatch your gift using DPD next day service for UK mainland deliveries and for Islands and Scottish Highlands allow an additional day. 99% of the gifts arrive the next day.
For special events we recommend that you order your gift to arrive a day early.
If no delivery attempt has been made and your chosen date was a Saturday or Sunday or you selected a Pre 10.30am or 12 noon delivery then we can only refund the additional price of your timed delivery. We regret that we cannot offer a full refund of the goods.
If a delivery attempt was made and the recipient was not in, then we cannot offer any refund for either the delivery or the products.
For more information on delivery, please click here to visit our Delivery Information Page.
Ordering
Do you accept corporate orders?
Yes. Whether you are looking for gift hampers or cupcakes to meet corporate requirements then our dedicated customer service team will ensure that from enquiry through to dispatch we look after your order. No order is too big or too small.
Volume discounts are available and are shown in the product section on the website. For bespoke products please contact customer services.
How do I know that you have received my order?
If you order is successful you should receive an automated email. For this reason it is really important that you check the accuracy of the e-mail address you provide.
How do I cancel or amend my order?
Please contact us as soon as possible if you wish to cancel or amend an order by using our Contact Us form or by telephone. We can do this as long as your gift has not been dispatched.
Once your gift has been dispatched, in accordance with the Distance Selling Regulations Act 2000, orders containing perishable items are not able to be cancelled or returned. Non perishable products (e.g. wine or whisky gifts) can be returned within 7 days, but you are required to inform us of your intention to cancel and return the goods by using the Contact Us form including your order reference number.
Please remember that perishable goods (e.g. cupcakes, chocolates, Birthday Cakes, some contents of gift hampers etc) cannot be returned under the Distance Selling Regulations Act.
We will issue a refund for non-perishable items within 30 days of the cancellation of your order, providing that the goods have been returned. We strongly recommend that you obtain proof of postage.
Products
Are your products suitable for vegetarians?
The vast majority of the products we make are suitable for vegetarians. This includes our cupcakes**, celebration cakes, biscuits, jams, marmalades, chutneys and puddings.
**(excluding red velvet cupcakes)
We also have a selection of gift hampers that are suitable for vegetarians.
If you require any further detailed information on the contents of our products then please use the Contact Us form or telephone our customer services.
How long do your cupcakes last?
We bake our cupcakes fresh daily on the morning of dispatch. Keep your cupcakes in an airtight container (not in the fridge) and they can be eaten for up to 4 days. We do not use any preservatives.
Our Birthday Cakes will keep fresh for up to 2 weeks. We do not use any preservatives.
Can I request specific colours for my cupcakes?
Yes, upon request we can customise your order to your requirements. We would, however, ask that you contact us by telephone prior to placing your order to ensure that we can accommodate your request, particularly at busy times.
Payments
Which cards do you accept?
We can accept most credit/debit cards from around the world including Visa, MasterCard, Visa Electron, Delta, Visa purchasing, Solo, Switch/Maestro and JCB.
Can I pay with Amex?
Unfortunately we do not accept Amex.
Is payment secure?
Yes, All payments are encrypted to the maximum strength supported by the user’s browser using 128bit SSL via the Secure Trading payment website.
Gift Messages
Can I include a message?
Yes, all orders include a personal message card. This can be entered at the start of the ordering process after the item has been added to the cart, however there is an opportunity to amend the message before checkout. Please remember to include your own name so that recipient knows who it is from.
If you wish to add or amend a message after you have placed your order, then please use the Contact Us form or telephone us, quoting your order reference and we will be happy to make the necessary changes.
How is the message included?
Our gift messages are printed on a gift card and attached in a sealed envelopeto the outside of the box.
Do you include an invoice?
No, the only information sent with the gift is the personal message card. When gifts are sent abroad we are obliged by export regulations to include details of the contents and an approximate value. We will request, but cannot guarantee, that this information will be removed before delivery to the recipient.
Customer Services
I have an enquiry or would like to make a complaint
We take great care to ensure all gifts and cakes leave us in excellent condition. If you have any questions or are in any way disappointed with our service please contact our customer services by telephone on 0330 2232 602 or use our Contact Us form.
We aim to respond to all customer service enquiries within one working day and resolve all complaints within three working days.