How do I order online?
When browsing our cakes and cupcakes on our website, simply click the 'Next' button to add a personalised icing message and icing shapes (if you wish), then just click 'Add to Basket'. If you'd like to add further cakes or cupcakes to your basket, just continue shopping until you are ready to checkout!
What can I order online?
Our online store allows you to place orders direct to our bakery for any of our Signature, Deluxe or Celebration cakes and cupcakes. Our Signature cakes and cupcakes can be personalised with your own icing message, and hand-made icing shapes. You can also add candles to your order, choose to have your products gift-wrapped with ribbon, or add a personal gift note to your order - perfect if you are sending items as a gift.
Can I order wedding cupcakes cupcakes online?
Yes! Please see our wedding cupcakes page - our signature cupcakes can be ordered specially for your big day, with white buttercream and a hand made white or pink rose decoration. If you would like to discuss your specific requirements please contact us and we will be happy to discuss your order with you!
Can I order cupcakes with my corporate logo on them?
Yes! Please see our corporate cupcakes page - our signature cupcakes can be adorned with your logo, graphic, or any other image in edible sugar paper. Our corporate cupcakes page allows you to upload your image file. If you would like to discuss your specific requirements please contact us and we will be happy to discuss your order with you!
Can I add a gift message to my order?
Yes! At checkout, you can choose to add a gift message to your order for £4 - just type in your message and we'll include it in with your order.
I'd like to order a cake that doesn't appear on your website, is that possible?
We keep our website updated regularly to show all of our recent and current products, so our whole range is shown online.
How soon can I order for?
As we bake fresh for delivery, orders need to be be placed by 2pm, two days before collection/delivery (i.e. by Tuesday 2pm for Thursday collection/delivery). However, orders for collection/delivery on Sundays, Mondays or Tuesdays should be placed by 2pm on the Friday before, as our office is closed at weekends. You will be shown the next available day for collection/delivery when you check out.
Are there any minimum or maximum quantities for online orders?
Some of our cupcakes need to be ordered in multiples of 2 - where applicable this is shown on the product page (this is to minimise wastage in our stores and kitchen). There is also a £10 minimum for orders through the online store (however this can include extras such as delivery or candles, as well as your cakes and cupcakes). We don't have maximum order sizes - the more the merrier! - but if you do need a super large order, please contact us (0203 538 9280 or email@example.com) at the earliest opportunity to chat through your requirements.
How do I pay for my order?
Payment may be made by debit/credit card through our secure online payment gateway. We do not currently accept Maestro cards or cheques. Payment for all orders is taken in advance when the order is placed; orders are not confirmed until we have received payment in full.
Can I place an order by phone?
The easiest way to place an order is online, however if you require assistance, please call our office on 0203 538 9280 (10-4pm, Mon-Fri) and we will be happy to take your order details.
What if I spot a mistake on my order?
If you notice an error in your order confirmation email, please notify us by telephone by 10am the day before the order is due to be collected or delivered. If you have not received an order confirmation email, or if you have any questions or problems using our online store, please give our office a call on 0203 538 9280 (10-4pm, Mon-Fri) and one of our members of staff will be happy to assist you.
Can I collect from your stores?
Yes, you can collect your orders from either our Canary Wharf or Covent Garden stores during their opening hours on the requested order date. Just choose 'collection from store' when you checkout.
How do I collect my order?
On collection of your order from our shops, please provide the valid order number, ideally a print out of your order confirmation email. You will be asked to sign for the products' condition and that the complete order has been collected. Once the order has been collected, we are no longer responsible for delivery of the products and the products' ownership is transferred to you at your own risk from that point.
What time can I collect my order?
If I can't get there, can someone collect the order on my behalf?
Of course! Please just send them your order confirmation for their reference, that has all the information that we need. They will need to show us the order confirmation on collection and sign on your behalf to receive the order.
What if I can't make it to your store to collect my order?
If for any reason you find yourself unable to collect your order from our shop on the order date, we can retain your ordered products for collection by you for a further 24 hours. Alternatively, we may be able to arrange delivery to you during the next 24 hours (subject to availability and upon payment of the appropriate delivery charge by debit or credit card). Please note any products which we retain for you will be stored with our best endeavours to retain the products' condition and freshness, however we are not liable for any deterioration of the products stored in these circumstances. Unfortunately if your products have not been collected (or a delivery arranged) after 24 hrs, they will be discarded.
Do you deliver?
Yes! We can deliver direct to your home or office across London from 11am - 7pm throughout the week, using a courier service to ensure they get to you in perfect condition. Our online store provides the earliest day and your choice of time-slots (11am-1pm, 1-3pm, 3-5pm or 5-7pm) for delivery. Please enter the first part of your delivery postcode at the online store checkout to check the delivery cost (and make sure to enter the same postcode again as your delivery address when you check out). Please note, we will do our very best to deliver your order within your chosen time slot, however we cannot make a guarantee for this due to occasional factors outside of our control (such as the extremes of London's traffic and British weather!).
Can you deliver outside of London?
Yes - we can deliver nationwide (we have couriered our cupcakes as far as Scotland and Paris before) but charges can be high for outside London deliveries. Let us know where you would like a delivery and we can always provide you with a quote. Unfortunately we cannot post our cupcakes.
How do I receive my delivery?
On arrival our courier will need you to sign to receive the products. Receipt of the products from the courier (by yourself or a recipient on your behalf) constitutes confirmation that the products are in good condition and that the complete order has been delivered. Once the order has been received, we are no longer responsible for delivery of the products and the products' ownership is transferred to you at your own risk from that point.
I've booked a delivery, what time will it get there?
Our courier service allows us to offer a 2 hour delivery window - so you don't need to wait in all day! Simply choose your preferred slot (11am-1pm, 1-3pm, 3-5pm or 5-7pm) when checking out. We always aim to get your cakes to you within your selected time as possible, however please note occasional allowances may be required for factors outside of our control.
What if I'm not in when my delivery arrives?
Please note, all our courier deliveries require a signature. If the recipient will not be available to receive the delivery during the requested time slot, please arrange for the delivery to be received on your behalf, and email us at firstname.lastname@example.org to let us know prior to delivery. Our couriers cannot wait at the delivery address for a prolonged time and therefore if no one is available to receive your delivery at the delivery address you have specified our courier will return the products back to one of our stores. Unfortunately the additional charge from the courier's return journey will need to be paid on collection or rearrangement of delivery, before we can release the cakes/cupcakes. Please call our bakery office on 0203 538 9280 to arrange to collect from the relevant store, or to rearrange a new delivery within 24 hours (subject to availability) upon payment of the appropriate additional delivery charge(s) by credit or debit card. Please note any products which we retain for you will be stored with our best endeavours to retain the products' condition and freshness, however we are not liable for any deterioration of the products stored in these circumstances. Unfortunately if your products have not been collected or a redelivery arranged after 24 hrs, they will be discarded.
Can I arrange a delivery to someone else?
Yes! Please ensure they will be available to receive the order. Please note, if you are arranging a delivery to someone at an office or a serviced apartment block, we recommend that you ensure they will be available to receive the order in person, as otherwise many buildings automatically send deliveries via their post room to be scanned for security (even cakes!). Our courier will try to call the recipient on arrival to the building's reception, to receive the order. If our courier is instructed by the reception/concierge/building management to leave the delivery with them on your behalf, we cannot control over what is done with the delivery when it is handed over and signed for by the corporation accepting the goods on the recipient's behalf.
I've booked an item for delivery, why do you need the recipient's phone number? I want it to be a surprise!
Don't worry, we won't ruin the surprise! The courier needs the phone number for when they arrive at the delivery address. Quite often the couriers are not allowed up in to office buildings and will need to leave the delivery with the concierge or post room, who will need the number to find the recipient.
How many people do your cakes serve?
6" - 2-4 people
8" - 10-12 people
10" - 14-20 people
How long will my cakes & cupcakes stay fresh?
We bake all our products fresh for the day of collection/delivery - however as we do not use any preservatives in our recipes our cupcakes should ideally be consumed on the day of purchase, and our cakes within 48 hours.
How should I store my cupcakes and cakes?
We advise that to store cupcakes for up to 24 hours, retain them in the packaging provided and store at a cool temperature (but do not refrigerate apart from in hot weather).
Our cakes can be enjoyed up to 48 hours after purchase. To store your cakes we recommend transferring your cake to an airtight container and keeping somewhere cool and dry (don't refrigerate). However, during warm weather, we recommend storing your cake in the fridge, but taking it out 45 minutes before serving so the buttercream has time to come to room temperature. If our cake sits out of the refrigerator in warm weather for a prolonged time it may soften and may not look as smooth on the outside - it will still taste great, but it may not look as smooth!
If you are travelling far with your cupcakes or cakes then we recommend chilling them for at least one hour prior to travelling to firm the buttercream, which will help to keep them looking perfect until you arrive at your destination.
Products kept outside of this storage advice are kept at your own risk, and we are not liable for any deterioration of your products in these circumstances.
What's the best way to cut my cakes?
For clean slices, keep your knife in a jug of hot/warm water between slices and wipe between each slice. It will help cut clean, sharp edges with each slice.
What ingredients do you use?
We use only the finest, freshest ingredients, just the same as we use for baking at home. You can find out more about how we bake here, and we also list all the ingredients of our products on each product's web page for your reference (particularly if you have wheat/gluten or nut allergies). We do use nuts and wheat within our kitchen and we therefore cannot guarantee that any product will be free from traces of nuts, or that products that we make using ingredients without wheat or gluten will not contain traces of wheat or gluten. We not use alcohol in our signature products, but may bake a special flavour which used alcohol, but this will be stated in store and online. All our products are suitable for vegetarians and we do not use gelatine in any of our products.
Do you bake gluten and wheat free cupcakes?
Yes! We bake special free-from gluten and wheat cakes and cupcakes - you can see our current range here. These are made using all ingredients that do not contain wheat or gluten, but as we use wheat and gluten elsewhere in our bakery we cannot certify them suitable for Coeliacs.
Are any of your products dairy free?
Sorry, currently all of our cakes and cupcakes use butter, milk, and eggs.
Order Amendments & Cancellations
Can I change the colour of the icing on my cake?
At present all of our designs are set and we are unable to make amendments to the colour or general design of the cake.
I need to change the date of my order, is this possible?
Drop us a call or an email as far in advance as possible and we will do our best to change it for you. Please note that if your cake is already in production we may be unable to amend.
What if I need to cancel?
Any cancellations to orders placed via the online store must be notified to us by 2pm two days before the collection/delivery date - please call us and we will confirm via email the cancellation of the order and refund method. Please note that refunds can only be made onto the card by which original order was placed. Unfortunately, cancellations after this time cannot be processed, and you will still be charged for the order.
Returns and Refunds
What's your returns and refund policy?
We hope you will be completely happy with your order. However, if upon collection/delivery of an online order you find that it is incorrect, incomplete, or damaged, please notify us immediately on 0203 538 9280 or email@example.com. In the event that you wish to report any damage to or error with your products, you must retain the whole product including all original packaging, and return it to our store for inspection by us if required, along with proof of purchase. If we find that the damage to or error with the products is our fault, we will refund the price you paid for the returned products. Please note we can only make a refund to the original credit card or debit card account used by you to make the purchase. This policy also applies to products bought from either of our stores.
What else should I know?
We all prefer to spend our time eating cake rather than reading T&Cs, but our legal eagles made sure we let you know that:
We cannot accept any liability to you for any indirect loss. Under no circumstances shall we be liable to you in respect of any complaint concerning any aspect of any product which is not raised within 24 hours of delivery or collection.
We cannot accept responsibility for damage caused by you (or by a party collecting or receiving products on your behalf) after you/they have signed to receive the goods (e.g. if they are damaged during transit away from the point of collection/delivery). Since taste is subjective unfortunately we cannot accept return of products on grounds of taste.
We make every effort to display our products as accurately as possible through our website and printed material; however please note that as all products are hand made their appearance and/or decorations may differ slightly, and we reserve the right to occasionally amend product appearances. We also cannot guarantee that your monitor's display will accurately reflect the colours of the product on collection/delivery and therefore cannot accept the return of a product because it does not match the colour expected from viewing our website.
Our bakers are meticulous in ensuring the quality of our products, however occasionally it is possible that a piece of eggshell, fruit pip, nut shell, or other ingredient may find its way into a cake or cupcake.