When do you deliver?
We offer a personal delivery service 7 days a week from 10am to 6pm.
Where do you deliver to?
Our service delivers only to certain London postcodes. Please view the Delivery page for details. Please read our Terms & Conditions for further information.
How can I find the earliest available slot for delivery online?
Our online system provides you with the earliest available timeslots for pickup and delivery. Thursdays, Fridays, Saturdays, and Sundays are our busiest days. We recommend that orders for these days are placed at least a week in advance to avoid disappointment.
Why can't I choose a specific delivery time?
Deliveries are organised so that all of our customers receive their cakes as soon after baking as possible and this does unfortunately mean that we cannot offer a specific delivery slot within the hours of 10am-6pm. This means that we plan our delivery routes as efficiently as possible, taking into account London traffic.
I want to place an order for delivery as a gift or surprise, do you have any recommendations?
Please note if your order is likely to be intercepted (e.g. a post room, reception or security), its arrival with you/the recipient may be delayed and is beyond the control of our delivery drivers. If you are sending this order as a gift, we recommend you contact the recipient so that they can liaise with their post room in order to receive their cakes as soon as possible.
Do you offer express or same day delivery?
A selection of our products are available for speedy same day delivery via Deliveroo. Just visit their website or download the Deliveroo app to order.
Can I place an order in-store?
We are pleased to take your order in-store during opening hours. Our branches will be happy to take your order and payment at the point of ordering.
Should I have received notification after placing an online order?
Yes, you should receive an order confirmation email. Please allow time for the confirmation email to be sent through, they can occasionally find their way into a spam or trash folder.
What is your cut-off time if I wish to make an order for next day delivery?
Online orders can be placed no later than 4pm the day before the order is required (subject to kitchen availability). We do not take or confirm special orders via email or fax. Please note that full payment is required upfront on placing special orders.
Why do pies and cheesecakes require 48 hours' notice?
All our pies are made by hand and the pastry needs to be given time to rest to make it as crisp and delicious as possible. Our pies also have delicious fillings which use lots of ingredients in generous quantities that we don't use regularly in our counter products, such as pecans and fresh apples, so we need a little extra notice so that we can prepare. Similarly, our whole cheesecakes need time to chill to give the best flavour. We promise your patience will be rewarded with an unforgettable American dessert!
Why do wedding cake orders require 7 days' notice?
All of our wedding cakes are made by hand and we need to ensure we have all the correct ingredients and materials to make them. Furthermore, we ask for a minimum of 7 days' notice for all wedding cake orders so that the baking slot and collection slot can be booked on the desired day to avoid disappointment.
How do I correct/amend an order?
Please check your order is correct when you receive your confirmation. If your order needs amending, corrections can only be made up until 4pm the day before your order is due. For cheesecakes, pies and wedding cakes from our online range, you must notify us of any corrections at least 48 hours before the order is due. Please contact us on 020 7851 1795 to notify us of any changes or corrections.
Where can I collect my order from?
Orders placed for collection can be picked up from any of our London branches, simply select the branch you'd like to collect from at the checkout. If you have placed an order for a wedding cake from our online wedding cake range, please note that these cakes are only available for collection from our Spitalfields bakery. The reason for this is that our Spitalfields bakery is the home to our wedding cake consultation service and our bakers at this branch are experts at making wedding cakes.
How do I personalise an order?
Orders can be personalised at the online checkout with decorations or messages before the payment page.
There is an error in my order confirmation. What should I do?
If you notice an error in the order confirmation you must notify us by email by 12.00 noon the day before the order is due to be collected or delivered.
How can I cancel an order I have placed?
If you wish to cancel your order for any reason, you must notify the relevant branch by telephone before 12:00 noon the day before your order was due to be picked up. To cancel a delivery order, please contact the relevant branch by telephone before 12:00 noon the day before your order was due to be delivered. If your order is over £100, you must notify us at least 48 hours before your order is due to be collected or delivered. A refund will only be made to the same credit card with which your order was placed.
Can I place an order or make an order payment over the phone?
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.
How can I pay for an order?
Payments for telephone orders can be made in the following ways:
How many cupcakes can I order in one go?
Please review the Minimum Orders chart carefully so that you know whether you need to place an advance order or can just pop into one of our shops. These quantities are specified so that we can best serve as many people as possible throughout the day.
What is the minimum spend online?
The minimum spend online is £10.
Can I buy whole cakes in-store?
We have a limited number of whole cakes available in-store. Each store will vary in its selection and whole cakes are sold on a first-come first-served basis. For whole cakes, loaves or pies bought in-store from the display; either in person or requested on the same day on the telephone; you will be charged the by-the-slice price for each slice that makes up the cake, loaf or pie. This is usually 10 slices for whole cakes or loaves and 8 slices for pies, depending on the type of cake or pie. This type of sale is at the Branch Manager's discretion and subject to availability. Please note that for this type of sale, the price of the cake, loaf or pie will be higher than if you ordered it in advance online.
Why is there a limited stock of whole cakes in-store?
All our products are baked fresh by hand and we have limited space in which to store freshly baked whole cakes. Certain cakes require special preparation techniques and careful decoration by hand so we encourage customers to pre-order whole cakes and desserts online for delivery or collection in-store to guarantee they receive the desired cake on the day.
What do I do if my product is faulty or incorrect?
If your product is faulty or incorrect, or you feel that we left out some of your items, please return it within 48 hours 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 original faulty products. For online purchases, please see our Terms and Conditions for the returns process.
How can I make a complaint?
Your feedback is very important to us and we want to make things right if our service or products have fallen below standard. Please contact our Customer Care team at firstname.lastname@example.org.
I can't get through to Customer Care. How do I get in touch?
Our Customer Care lines can get very busy, so if you find yourself put on hold, we recommend you leave a message and we will return your call shortly. Alternatively, you can email your contact details and order number (if applicable) to Customer Care at email@example.com and someone will be in touch as soon as possible.