ENSURING SAFE DELIVERY
How do you guarantee my cake will arrive safely is our most frequently asked question. So let us tell you how we do just that. We send out thousands of cakes every year all over the UK from Aberdeen down to Isle of Wight and we've developed some great packaging and use the country's most popular courier service to ensure your cake arrives safely.
Our cakes are made fresh on the day and are covered in sugarpaste fondant which creates an airtight seal. This means that the cakes remain fresh at room temperature for up to 7 days! We therefore strongly recommend that your cake delivery date is at least 2 days before the special occassion.
The safe transit of your cake all starts with the boxes we use and how we secure the cake inside the box. It usually depends on the size and shape of the cake but the cake itself will be gift wrapped and protected by a cake collar. The boxes are made to measure for each cake and protective air bags are also used. Please note that if your cake comes with some delicate sugar craft pieces such as flowers or cartoon characters, these will be can be wrapped separately and will require you to place them on the cake yourself (don't worry this doesn't require any decorating expertise at all!)The outer box has is a bespoke design unique to us and comes with a convenient carry-handle so that the cake can be safely and easily picked up in a way that ensures it remains safe inside.
THE DELIVERY EXPERTS
We use DHL one of the largest courier company in Europe, who deliver all over the UK. They are experts in the safe delivery of all sorts of products from antiques to animals. Our special relationship means all the couriers are trained to look after your cake and ensure it reaches you in good condition. Each cake is hand delivered directly from our front door to your front door.
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You will receive a text message or an email from the courier (if you do not provide a mobile number please make sure you do leave an email address for notifications - we do however recommend you leave both forms of contact). You will receive notifications with a one hour window for delivery where you can choose to have the cake left in a safe place, with a neighbour, or a DHL pick up shop (PLEASE NOTE WE DO NOT RECOMMEND YOU HAVING IT LEFT WITH A PICK UP SHOP AS IT CAN TAKE 1-2 DAYS FOR IT TO ARRIVE THERE). The cake is put on a safe place option so if the driver sees an ideal place to store the cake safely such as porch or garage they will leave it there and post a card through your letterbox with the location.
If you have any reservations or questions about how we deliver our cakes, please contact us and one of our customer service team will be more than happy to help. We are fully aware how important your occasion is and it is paramount to us that your cake is delivered on time.
PICK UP YOUR CAKE FROM US
You are more than welcome to collect your cake from us personally. We are based on the Slough Trading Estate.
Please contact our customer services or send us an email to arrange a collection date and time. Collection can be arranged any day of the week including weekends!
Our online cakes can be delivered nationwide, however if you would like to order a more intricate or large tiered cake our doors are open for collection.
PROBLEMS WITH YOUR ORDER?
In the rare circumstance that something doesn't go to plan we are here to help. Please look at the section below to see how we will help:
It is very rare that a cake becomes damaged on its way to you. Should this unfortunately occur then please get in touch and we can help put this right for you. You can find our contact details on the Contact Us page of the website.
Please contact DHL who will be able to track your delivery and arrange for -re-deliveries etc if you were not around when they arrived. Their customer services number is 02476 937770. You can also contact us during working hours and we'll be more than happy to assist. You will need your shipment number and delivery postcode. You can also contact us during working hours and we'll be more than happy to assist. If you had upgraded to the guaranteed, timed service we will refund the cost of this if your cake arrives outside of your paid-for time slot. We are only able to refund the delivery charge and not the cost of the cake.
If you had selected the standard, free delivery service then unfortunately this is not a guaranteed service. While 98% of deliveries arrive on time circumstances outside of our control such as traffic accidents and adverse weather conditions mean we are unable to offer any refunds or compensation should a late delivery occur. We state on the website on the product page and on the delivery page that this is why we always recommend arranging a delivery date at least ONE or TWO working days prior to your party (ESPECIALLY IN THE LEAD UP TO CHRISTMAS AND SURROUNDING BLACK FRIDAY/CYBER MONDAYS) as these events causes additional parcels for each depot to deliver which can very occasionally cause a backlog). This is also covered in our terms and conditions.
Please contact us and we will be happy to help with any other queries you have.
In accordance with the distance selling regulations and the Consumer Contracts Regulations 2014, we are unable to accept returns for perishable and/or personalised products. This is clearly stated in the Terms and Conditions.