Ordering FAQsCakes by ConsultationWe offer a bespoke cake service for weddings and other large events! Please see our Cakes by Consultation page, or email to request more information. Our team will assess whether you will need to book a consultation appointment with our experienced Cake Consultant to help with every occasion - from birthdays, to afternoon teas, to summer parties. MoreCelebration CakesGot something to celebrate? You can now order from our new, delightfully cute range of personalised celebration cakes, cupcakes & number cakes. Whether you’re celebrating a new arrival, a christening or a birthday, with a choice of delicious sponges & more than 20 themed designs there’s something for everyone. Click here for your perfect celebration cake. Ordering FAQsCan I order online? How can I do this?Yes, you can. Ordering online with The Hummingbird Bakery is easy! All you have to do is to click ‘Order Online’ at the top of the page, choose the product you’d like to order and click ‘Buy’. Then you select the quantity of cakes you would like (please note, certain varieties have a minimum order). Choose any decorations or messages you might like and proceed to payment. Once payment has been accepted, you will receive a confirmation email.
Can I order in store?Yes, you can. You may be passing by one of our branches and wish to pre-order your cakes in store. Our branches will be happy to take your order and payment at the point of ordering. Our bakeries can get very busy and so as to avoid long queues, we ask that customers use designated in store ordering times, which are as follows:
What is the cut off time for online ordering?The cut off time for placing online orders for next day collection or delivery is 4pm the day before the order is needed. This is subject to kitchen availability. To order for collection between Thursday and Sunday, please allow at least a week to avoid disappointment. Weekends are our busiest days and slots for baking and collection are limited.
I need to cancel or amend my order. How can I do this?To cancel or amend an order, please call Customer Care on 020 7851 1795. We’d very much appreciate if you would let us know of any cancellations or changes before 12pm the day before your order is due to be collected or delivered. If your order is over £100, we do require 48 hours notice for cancellation. Our Customer Care lines can get very busy so if you find yourself put on hold, we recommend you leave a message. We will return your call shortly.
I’ve noticed an error in my order confirmation. What can I do?If your order confirmation has an error, please contact Customer Care on 020 7851 1795 immediately. Our Customer Care lines can get very busy so if you find yourself put on hold, we recommend you leave a message. We will return your call shortly.
I haven’t received my confirmation email. What can I do?Occasionally our confirmation email may find its way into your spam or trash folder. Please check these folders and allow plenty of time for the confirmation email to be sent through - it may not be received immediately. If a confirmation doesn’t arrive within an hour of placing your order, please contact Customer Care on 020 7851 1795.
Why is there a minimum order requirement?We bake all our cakes fresh to order from scratch and when it comes to smaller treats such as cupcakes, we bake in batches just as a home baker would. Insisting upon minimum order amounts mean that our customers get the best value for money when ordering from us.
Can I pay for my order over the telephone?Please note that we are unable to take credit card payments for orders over the phone. This is to protect genuine customers and help prevent fraudulent purchases being made with credit cards. Payments for telephone orders can be made in the following ways:
Our Customer Care team will be able to assist you with the 3 payment options above. Of course, we always encourage our customers to place their orders online themselves at their own leisure.
Why is there a £5 surcharge when ordering products via Customer Care that could be ordered online?Our website provides detailed information on all of our products and services. It also permits customers to place orders on all of our products including cakes with messages written on them. We appreciate, however, that some of our customers prefer the comfort and security of speaking to a Hummingbird Bakery representative when placing their orders. We are pleased to offer this service as an optional extra but charge £5 as we do have to dedicate trained staff members to handling orders placed by telephone.
Why do you have limited stock of whole cakes in your bakeries?Whole cakes are freshly baked to order so to avoid waste and ensure the best value is passed on to our customers. As our cakes are baked and decorated by hand and require space to be carefully stored, we find baking to demand to be the most effective system to reduce waste.
Why do some cake ranges need to be pre-ordered?Some of our cakes and ranges need to be pre-ordered to allow the orders to be fulfilled in time. Certain cake recipes require unique ingredients, intensive preparation methods and careful decoration by hand to achieve the desired taste and presentation. Pre-ordering means that we can deliver quality cakes made to order without cutting corners.
Why can’t I choose my specific delivery time?Deliveries are organised so that all of our customers receive their cakes as soon after baking as possible. This means that delivery routes have to be planned efficiently, taking into account London traffic and rush hours. This does unfortunately mean that we cannot guarantee specific delivery times.
Why are whole cakes available to purchase in store more expensive than ordering the same cake online?We bake a very limited number of cakes in store each day with a small margin to allow for additional customers wishing to purchase a whole cake (this varies from store to store and cakes may not always be available). Our pre-prepared cakes are primarily baked for sale by the slice. As we bake from scratch each day and bake just enough for anticipated demand, we value this limited supply of cake at a slightly higher cost than those pre-ordered for collection or delivery. The price difference is calculated according to the cake’s cost per slice to make it fair on our in store customers.
What is the minimum spend online?Customers are advised that the minimum spend online is now £10.
Why don't you accept American Express online?As American Express doesn't currently support ehanced security online for our industry, in order to combat growing credit card fraud, we've decided to only accept American Express using chip and pin in-store.
What is your in-store returns policy?If your product is faulty or incorrect, or you feel that we left out some of your items, please return it as soon as possible to the branch at which it was purchased, along with proof of purchase till receipt and we'll be happy to give you an exchange or a refund. Unfortunately we are unable to make any refunds or exchanges without the requested proof of purchase receipt and/or the orignal faulty products. For online purchases, please see our Terms and Conditions for the returns process.
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