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Cake Advice 0800 042 0160

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Delivery & Returns

DELIVERY INFORMATION

 

DELIVERY COSTS

For non-bespoke orders mainland UK courier delivery is charged at flat fee of £7.00 for England and Wales delivery using a tracked (signature required) delivery (please note all cakes are sent via a next day service).

We cannot guarantee delivery for orders outside mainland England and Wales. If you would like to enquire about an order for these areas, please get in touch with us via the chat facility on the website, email at help@thecakeacademybakery.com or call us on 0800 042 0160.

Delivery charges for bespoke cakes will be agreed at the time of order.

 

SHIPPING INFORMATION

We put the same amount of care into packaging and posting our products as we do into making them. Our Celebration cakes come in their own unique protective packaging, and we use recyclable materials wherever possible.

We bake and decorate our cakes to order, so please leave at least 7 working days (21 days for bespoke Cakes) before you need the cake to arrive.

Our courier partner is Newbridge Distribution Ltd who are experts in handling delicate products such as our cakes, please note though that Newbridge cannot deliver on a Sunday, Bank Holiday or the day after a Bank Holiday due to them not working.

At present, we can only deliver cakes through parts of England and in Wales. Should you have a question regarding delivery, please don't hesitate to get in touch at help@thecakeacademybakery.com.

If you have any questions, please get in touch with us by phone on 0800 042 0160, or by email at help@thecakeacademybakery.com

 

 

Returns

If you are a consumer, you may cancel a contract at any time within seven working days, beginning on the day after you received the Products.  In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy. To cancel a contract, you must inform us in writing. You must also return the Products to us as soon as reasonably practicable, and at your own cost.

Please note you will not have any right to cancel a contract for the supply of any of the Products which are perishable (i.e. products which are food or drink based).

 

What do I do if my product is damaged on arrival?

Newbridge will always ask you or whoever you have nominated to receive the cake to check the product on delivery where possible.

If you consider that the Product is substandard or otherwise defective or damaged, please can you contact our customer services who will help arrange this with you? We will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time.  We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund.

We will refund the price of a substandard or otherwise defective product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us.

 

More questions?

If you have any queries regarding your delivery, please contact our customer services on 0800 042 0160 and quote your order number.

 

 

FREQUENTLY ASKED QUESTIONS

 

General

Q. What is The Cake Academy?

A. The Cake Academy is an online paradise for anyone who’s throwing a do for someone special but suffers from sinking spongitis or no-time panics. We make your cake and decorate it, paying the closest attention to every amazing detail. Then we lovingly send it on its merry way, delivering it by hand right to your front door, no matter where or when. We’re always coming up with new cakes and developing special ones for people so join our newsletter to keep up to date with all of our new releases. 

Q. How are you different to other cake makers?

A. Here at The Cake Academy we have years of experience in baking cakes; the original purveyors of fun and happiness. We were also the first bakery in the UK to add personalisation to a cake! 

Q. Will The Cake Academy support my charity?

A. We love to bake cakes to help people who have less cause for celebration because the sharing of cake is about love, care and shared moments of happiness. We have programmes for producing charity bakes as part of our internal training programme. We can’t make one for everyone, but tell us about your event and the charity that you’re supporting and we will see what we can do.

 

Dietary Requirements

Q. Do you have cakes suitable for people with nut allergies?

A. From June to December we bake beautiful Christmas cakes. These cakes contain nuts and therefore our bakery is not a nut free zone. 

Q. Are any of your cakes gluten free?

A. If there is a cake you like that isn’t gluten free, then why not get in touch with us? We’ll try to accommodate your request. 

Q. Do you have cakes suitable for vegetarians and vegans?

A. Yes, cakes suitable for vegetarians, but unfortunately, our cake mix contains egg and is therefore not suitable for a vegan diet. 

Q. Where can I find information for special dietary requirements?

A. All products are labelled with their special dietary information, but if you’re unsure, send us an email in the contact us section, and we will get back to you with an answer. 

Q. Do you use natural ingredients in your cakes?

A. Yes, we only use the finest natural ingredients in our cakes, and that's what makes them unique. The cake toppers, on occasions may contain non-natural ingredients but are always declared in our ingredients list. For any questions, please get in touch with us.

 

Product Information

Q. Can I customise my cake?

A. Yes, a customise option is available on selected cakes, and can be found under the ‘product information’ tab below the main image on the product’s page. 

Q. Where can I find nutritional information about cakes?

A. Nutritional information about each cake can be found can be found under the ‘nutritional information’ tab below the main image on the product’s page. We also supply a nutritional information fact sheet with every cake. 

Q. Can I have a photo printed onto my cake?

A. Unfortunately, no. All our cakes are beautifully decorated by hand. 

Q. What makes your products unique?

A. Our cakes are unique because every cake is made by hand, which is rare thing these days if you order cake online or pick one up from the supermarket. Our cakes are baked by just one baker, and decorated by just one decorator. Our decorator signs off the cake with a little card so you know it has met our high standards before it leaves our bakery.

 

Orders and Payments

Q. Can I place an order over the phone?

A. Yes, you can call our customer service line on 0800 042 0160 and order via the telephone. 

Q. I made a spelling mistake in my personal message, what do I do?

A. Not to worry, just give our team a call and we will make amends! We always endeavour to look out for spelling mistakes anyway, and will question you on any spellings that seem unintentionally incorrect. 

Q. How much notice is needed when ordering a cake?

A. All cakes that are ordered online or by telephone must have an allowance at least 7 days for the order to be created and delivered. We bake the same day and leave to cool and settle then we decorate day 2 and 3 to get it perfect and again leave it to dry as the sugar paste components and other decorations will need to set. Finally, your cake is collected by one of our drivers, who will handle it with care all the way to your doorstep.

 

Delivery

Q. Do you deliver your cakes?

A. Yes, we deliver all our cakes via our fantastic specialist fragile food distribution team.

Q. How will my order be sent?

A. We are partnered with Newbridge, who provide a traceable delivery service.

Q. What happens if I miss my delivery?

A. We’ll call you when we’re on our way so if necessary we can arrange alternative delivery locations at a place of your choice, near where you live, be it at your office or with a neighbour, as long as there’s someone to sign for it.  

Q. Can I specify a delivery date?

A. Yes. To specify a delivery date, please select a date during the checkout process. It is important to note that Newbridge cannot guarantee the delivery will arrive "next day". We strongly suggest you request delivery a day or two before the actual Birthday or event. We cannot be held responsible if the parcel does not arrive on the specified day. 

Q. When will my delivery arrive?

A. Our deliveries are made Monday to Saturday normally (excluding Bank Holidays) between 8.00am and 5.00pm, and require a signature on receipt. We will advise you in advance of the confirmed delivery date so that you can plan to receive your cake.

If no one is at home, a card will be left and you can arrange a re-delivery be attempted on an agreed date. At the checkout stage, there is an option to input delivery information - if you have a safe place such as a neighbour please let us know (we will not leave a cake unless it has been signed for).

Please note that Newbridge does not guarantee to deliver next day. Please arrange to ensure your cake is able to be delivered a day or two before the event date to avoid disappointment. We cannot be held responsible for orders which are not delivered on the selected day.

 

Cancellations & Refunds

Q. How do I cancel my order?

A. All order cancellations must give 48 hours’ notice because otherwise we’d end up with a finished cake without a celebration to go to. Just give us a call, and we will help you out. 

Q. Can I amend my order?

A. Yes up to 48 hours before your nominated delivery date, please call us on 0800 042 0160 and let us know how you want your cake, and if we can accommodate the change, we will.