delivery enquiries - how can we help?

We realise that you may occasionally have a question about delivery that you can't find on our Delivery & Returns page and we are happy to help if we can.  Before going to the trouble of contacting us, please check the FAQs below as these may help answer your query right away and save you waiting for our reply

We're always happy to help and will respond as quickly as possible, during business hours - please remember to supply a phone number where we can reach you as we may call to find the fastest solution for you

Please note that we do not respond to messages that ask us to break our Food Safety Policy, Returns Policy or other policies

Standard delivery (UK mainland)

Express delivery (UK mainland)

UK mainland - remote areas delivery

UK non-mainland delivery

Click & Collect

Can I upgrade to a faster delivery option?

I have chosen the wrong delivery address

Can I arrange delivery for a Saturday or Sunday?

How can I manage my delivery?

Where is my delivery?

My delivery has not arrived at the time DPD advised

I've only received part of my delivery


Standard delivery (UK mainland)

If you choose the Standard Shipping option, we will aim to deliver your order within 3-4 working days at most

Click on the 'DELIVERY & RETURNS' tab on each product page for a quick guide to delivery timescales and costs.  You will see a more accurate delivery estimate at checkout based on size / weight / value of your order, the day and time of day you're placing your order, your delivery address and the delivery option you've chosen.  Please see our Delivery & Returns page for more details

Watch for your email / text from DPD as this will advise your 1 hour delivery time slot and includes some handy 'In-Flight' options to help you manage your delivery 

 

Express delivery (UK mainland)

If you place your order by 2:30pm on a working day and choose the Express Shipping option, we will endeavour to deliver your order the next working day

Please note that because we now operate from 2 warehouse locations, the 2:30pm cut-off point is automated and 'strict' - we are unable to guarantee that any Express order placed after 2:30pm will be shipped same day.  Please remember if paying by PayPal that there can often be a delay while they review payment, so even although you order before 2:30pm we may not receive your confirmed order (once PayPal have paid us) until after the cut-off time

DPD do not actually 'guarantee' a next day delivery, due to circumstances outwith their control (adverse weather, incidents on the national road network etc).  However, Cake Stuff do offer a guarantee that should your order arrive late, we will credit your Cake Stuff account with the £5 Express Shipping charge paid

Click on the 'DELIVERY & RETURNS' tab on each product page for a quick guide to delivery timescales and costs.  You will see a more accurate delivery estimate at checkout based on size / weight / value of your order, the day and time of day you're placing your order, your delivery address and the delivery option you've chosen.  Please see our Delivery & Returns page for more details

Watch for your email / text from DPD as this will advise your 1 hour delivery time slot and includes some handy 'In-Flight' options to help you manage your delivery 

  

UK mainland - remote areas delivery

Cake Stuff do not charge more to deliver to customers in areas of the UK mainland classed as 'remote' by courier companies.  In most cases, delivery timescales are no more than 1-2 days more than other parts of the UK mainland.  A slightly faster Priority Delivery option may also be available at checkout to customers in certain postcode areas

Click on the 'DELIVERY & RETURNS' tab on each product page for a quick guide to delivery timescales and costs.  You will see a more accurate delivery estimate at checkout based on size / weight / value of your order, the day and time of day you're placing your order, your delivery address and the delivery option you've chosen.  Please see our Delivery & Returns page for more details

As deliveries in more remote areas are often sub-contracted you may not receive an email / text from DPD with a 1 hour delivery time slot or have the facility to choose from their 'In-Flight' options.  We're guessing you will probably already know which company delivers in your area


UK non-mainland delivery

For smaller, lighter orders being delivered by Royal Mail, Cake Stuff do not charge more to deliver to customers not on the UK mainland

For larger, heavier orders being delivered by courier, the delivery costs are substantially higher.  Cake Stuff subsidise these delivery costs as much as possible.  Example: DPD charge us £15 (£12.50 + VAT) for each box up to 30kg being delivered to Northern Ireland, so 2 boxes would cost us £30; but we only charge our customers a maximum of £14.95 for the entire delivery and subsidise this even further to only £9.95 for orders over £100.  We hope you can see we're being as fair as we possibly can be

Click on the 'DELIVERY & RETURNS' tab on each product page for a quick guide to delivery timescales and costs.  You will see a more accurate delivery estimate at checkout based on size / weight / value of your order, the day and time of day you're placing your order, your delivery address and the delivery option you've chosen.  Please see our Delivery & Returns page for more details


Click & Collect 

We offer a Click & Collect service for customers living locally who prefer to collect their orders rather than have them delivered

Click & Collect orders are normally ready for collection 24 hours (1 working day) after your order is confirmed, although we always try our best to have your order ready as quickly as possible.  For urgent orders, we also offer an Express Click & Collect service - choose this option at checkout and your order will be ready within 3 working hours of you placing the order

Cake Stuff is a completely on-line business - place your order via the website and choose Click & Collect delivery option at checkout (free on orders over £5).  Please note that we cannot retail from our premises . . . we can't change your order / add an item / swap something over / show you samples or alternatives at the point of collection.  Please don't ask - the answer will be "no" and sometimes causes offence

We cannot make any changes to an order after you complete checkout, but if you've forgotten something you can place a second Click & Collect order - just remember to say that you have 2 orders to collect as they could have been picked by different team members at different times

As soon as your order is ready we'll send you an automated email - please watch for this as it includes opening times.  You can also log in to your Cake Stuff account to check the 'order status' for your order - if your order is ready, it will say 'order ready to collect'

  

Can I upgrade to a faster delivery option?

We can't normally change an order in any way after you complete checkout but if you've realised you need your order sooner than planned please contact us using the Contact Form below right away requesting an upgrade to Express Shipping.  We will email you a link to a page on our website where you can 'buy' the Express Upgrade

 

I have chosen the wrong delivery address

If you have supplied an incorrect delivery address at which no-one will be able to accept delivery, please contact via the form below as quickly as possible.  Please note that by the time we receive your message, your order may already have been shipped (especially if you've chosen Express Shipping) but we will do our very best to help

PayPal store all the delivery addresses you have ever used and, occasionally, may overwrite the address you supply with one of these stored addresses.  This is a PayPal issue and not something Cake Stuff can do anything about.  To prevent this from happening, we always advise customers to log into their PayPal accounts and delete any old addresses

DPD may offer you 'In-Flight' delivery options to help manage your delivery - you can request the order be left with a neighbour, in a specified safe place or at a Pick-Up Store within your local area but, for security reasons, it is not possible to change the actual delivery address.  If DPD have your order and you do not want it to be delivered to the address supplied, we can arrange for it to be returned to us and re-delivered to the correct address.  Please note DPD charge for both the return and re-delivery and we need to pass on both charges

Please see our Delivery & Returns page for more details

 

Can I arrange delivery for a Saturday or Sunday?

At the moment we cannot offer this option as DPD do not offer it nationwide.  However, watch for your email / text from DPD that will include some handy 'In-Flight' delivery options.  Using these options, you can arrange a Saturday or Sunday delivery direct with DPD.  This upgrade option is available on all DPD deliveries except for orders shipped on a Friday

IMPORTANT - please understand that any upgrades or other instructions you give DPD via In-Flight options are completely between you and DPD.  Cake Stuff will know nothing about them nor can we contact DPD on your behalf regarding them or any subsequent delivery issues


How can I manage my delivery?

As soon as your order has been shipped we'll automatically send you an email to let you know.  Soon after, you'll receive an email / text from DPD that will include some handy 'In-Flight' delivery options.  Not going to be in?  No problem! . . .

Using the 'In-Flight' options, you can arrange to have your order re-delivered at another time, on another day, left with a neighbour, left in a specified safe place or delivered to a local Pick-Up Store - your email / text will include a list of available stores

IMPORTANT - please understand that any instructions you give DPD via In-Flight options are completely between you and DPD.  Cake Stuff will know nothing about them nor can we contact DPD on your behalf regarding them or any subsequent delivery issues

 

Where is my delivery?

As soon as your order is shipped, we will send you an automated email to let you know.  This email lets you know how your order is being delivered.  If your order is being delivered by DPD you will also receive an email and/or text from them confirming delivery date and time.  Both these emails contain important information that you will need if you need to track your order

In most cases, Cake Stuff cannot contact the courier on your behalf as we do not know if you have given any special instructions (eg DPD 'In-Flight' options).  It is always much faster for you to contact the couriers direct as you will probably speak to someone in your own area who can track the delivery van and who also knows about any local road / weather disruption.  If, after speaking to the couriers, you have not got any help please get in touch with us using the Contact Form below - just please be aware that, because we're not the recipient, it will take much longer for us to find out information than if you contact them directly

  • DPD - most UK and European orders are delivered by DPD.  Watch for your email and/or text from DPD which includes the consignment number and may offer a range of 'In-Flight' options to help you manage your delivery.  You can track your order via the DPD website using this consignment number or phone them on 0121 275 0500
  • APC - some UK mainland orders are delivered by APC.  Your automated email from Cake Stuff includes the consignment number and how many boxes you should expect.  You can track your order via the APC website using this consignment number or phone them on 0800 373737
  • Royal Mail - small, light orders may be delivered by Royal Mail.  Any tracking information will be shown in your Order History.  Very often, smaller Royal Mail deliveries are still too large to fit through a letterbox, so undelivered items are held at your local Royal Mail Delivery Office.  Posties should leave a card to advise that they attempted delivery but experience shows this does not always happen - please phone your local Delivery Office right away and they will check if any undelivered mail for your address is awaiting redelivery / collection instructions 

Log into your Cake Stuff account and you'll be able to view your Order History, including details of your latest order

 

My delivery has not arrived at the time DPD advised

DPD timed deliveries are normally exceptionally efficient so if they've missed a delivery slot, it could because of local roads or weather issues.  Check your last email and/or text from DPD - click on the link to track your order via the DPD website using this consignment number or phone them on 0845 070 2477

In most cases, Cake Stuff cannot contact the courier on your behalf as we do not know if you have given any special instructions (e.g. DPD 'In-Flight' options).  It is always much faster for you to contact the couriers direct as you will probably speak to someone in your own area but if, after speaking to the couriers, you have not got any help please get in touch with us using the Contact Form below - just please be aware that, because we're not the recipient, it will take much longer for us to find out information than if you contact them directly

 

I've only received part of my delivery

If your order has been shipped in more than one box, each box will have a label - they normally say '1 of 3', '2 of 3' etc and sometimes this is also written on the boxes in black marker.  If you have not received all boxes from DPD please check your emails / texts as it is not uncommon for DPD to split an order and to deliver different boxes on different vans at different times of the day

Check your last emails and/or texts from DPD - click on the link to track your order via the DPD website using this consignment number or phone them on 0845 070 2477.  In almost all cases this will confirm that the balance of your order is being delivered at a different time

 

If you cannot find the answer to your question above, please complete the form below and one of our Customer Service team will reply as soon as possible.  Please ensure you include a phone number where we can reach you so that we can resolve delivery issues as quickly as possible

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