Below is a selection of FAQs which should help you while placing your order:
General FAQs
HOW DO I PLACE A CUSTOM ORDER?
Please pop us a message on facebook, the contact us page, or to our email address. I will need as much detail as possible in order to provide you with a quote. If you are happy to go ahead with the order, I will ask for 50% deposit, which can be made by Bank Transfer or by PayPal. The balance is then due by cash on collection or by bank transfer/ PayPal the day before collection. (Please note, the deposit is non-refundable if the order is cancelled with less than 28 days notice).
HOW MUCH NOTICE DO YOU NEED FOR AN ORDER?
In short, as much as possible. We recommend at least 4 weeks in advance for custom cakes, and 2 weeks for cupcake orders. It is best to contact us directly to find out if we have your chosen date available. Please keep in mind that weekends will book far in advance.
DO YOU MAKE FONDANT CAKES?
Unfortunately, we do not currently offer fondant cakes, but are looking at doing so in the future.
DO YOU BAKE FOR SPECIAL DIETARY REQUIREMENTS?
Bakes are suitable for vegetarians, with the exceptions of anything decorated with/containing marshmallows or sweets that contain gelatine. (We can use vegetarian/vegan friendly marshmallows if required, though these will be at an additional charge). We can create dairy, gluten, and egg free bakes, and vegan alternatives. However, all our bakes are produced on a premise where nuts, peanuts, milk, eggs, soya and wheat (gluten) are used, so we cannot guarantee there won’t be trace amounts.
ARE YOUR BAKES SUITABLE FOR PEOPLE WITH NUT ALLERGIES?
Due to the nature of the ingredients we use, it is always possible that trace amounts may be present (as stated on the manufacturers products). Our baked treats are made in the same kitchen as products made containing nuts, so it’s possible that they could contain traces.
WHAT IS YOUR CANCELLATION POLICY?
The 50% deposit which you pay at the time of ordering is non-refundable if cancelled within 28 days of your agreed collection date, so by cancelling your order within this period you will be losing this amount. If you cancel with more than 28 days notice, you will receive a refund of your deposit.
Changes to the order (i.e. design, flavourings etc) may incur an additional charge (50% of which will be due when these changes are confirmed). These changes must be finalised 2 weeks before the collection date. No further changes can take place after this date. Changes to the date of collection is not always possible, and certainly not at short notice when your goods may have already been made. As a result, this may mean the cancellation of the order and retaining of the 50% deposit. We will be accommodating where possible, however, there is no obligation to do so. Deposits are non-transferrable to another order in the case of cancellation. In the unlikely event that we are unable to fulfil your order for reasons outside of our control, your payment will be fully refunded.
DAMAGE
Upon collection, orders should be inspected to ensure their quality and that they are free of damage. We do not accept responsibility for any damage caused after receipt of the order. After collecting, you are taking full responsibility for the product and its care.
Delivery FAQs
DO YOU OFFER DELIVERY?
We are currently looking into the options of offering a local delivery, however we do not currently do so. It is likely we will offer it once a week, within a 5 mile radius of Bury St Edmunds. More details will follow when this is possible.
CAN I COLLECT?
Collections are available at a pre-agreed time. Collection is from Chedburgh near to Bury St Edmunds.
Storage FAQs
HOW SHOULD I STORE MY BAKE?
All our bakes are highly fragile and perishable items as we do not use preservatives. Once collected cakes should be stored in a fridge to keep the buttercream looking sharp and then removed an hour before serving. Cupcakes, brownies, and cookies should be stored at room temperature.
HOW LONG WILL MY BAKE KEEP FOR?
Cakes will keep well for one week stored in an airtight container in a fridge once it’s been cut. You can also freeze the cake for up to 3 months, again in an airtight container. Naked Cakes, Cupcakes, and Cookies keep well for 2-3 days. Brownies will keep well for 5-7 days in an airtight container.
I’VE COLLECTED MY BAKE, WHAT’S THE BEST WAY TO TRAVEL WITH IT?
Once your cake/bake has left our bakery, you are responsible for it. Please travel with it flat in your footwell or boot, NEVER on the seat. Drive carefully. Travel straight to your destination (do not stop off and leave the cake in the car) and put your cake in the fridge as soon as possible (if you have collected cupcakes/ cookies/ brownies, put them in a cool, dry place, out of direct sunlight).
Postal Order FAQs
POSTAGE TIMES
Mail Order products are sent throughout the UK via Royal Mail. There are options for RoyalMail24 or Royal Mail 1st Class. Bakes will be posted on a Monday for any orders placed before midday on Friday of the previous week. If you miss the order cut off time your order will automatically fall into the following week’s postal drop. Your item(s) should arrive within 1-3 days, however, we cannot be held responsible for any delays during shipping.
INCORRECT ORDERS
We cannot take responsibility for incorrect addresses or incorrect gift messages entered by the customer. Please contact us within 30 minutes of placing your order if you see you’ve made a mistake. We can cancel your order so you can re-order correctly. It is not always possible that we can amend the order for you. Contacting us after this time may mean your order is sent out incorrectly.
DAMAGES
We cannot take responsibility for damaged items in the post. There is always the chance that your treats could have a few bumps in transit – but this will not impact the taste of the product. We have put a lot of research into the best way to safely package products for posting, with all tests arriving at the destination safely. If, however, it is particularly hot we do recommend popping your items in the fridge to firm them up. You may want to do this anyway to keep them fresh for longer.
CAN I CANCEL MY POSTAL ORDER?
Once you have placed your order with us, we allow a cancellation for 30 minutes. Under the Distance Selling Regulations you do not have the legal right to cancel made-to-order items, which includes our baked goods. At our discretion, we may be able to move your order to an alternative week should you wish to do so, but an order cannot be cancelled after the 30 minutes have passed.
