contact us

 

Cake Stuff is 100% an on-line business.  We remain a small family company but we have nearly 100,000 customers so you'll appreciate that, although we love speaking to our customers, it's simply not possible to deal with that number of general product and delivery enquiries by phone any longer

To get in touch, please use the Contact Form below

Here at Cake Stuff HQ, our priority is to despatch your order as quickly as we can.  With thousands of orders to ship every week, we have teams working in the warehouse from early in the morning 'til late at night and at weekends.  Everything has to be as slick and automated as possible - anything that causes a 'hiccup' can result in delays with several fewer orders being shipped that day

We've analysed phone calls over the past 6 months and have identified the most common situations that could lead to one of these 'hiccups'.  We've also found that the overwhelming majority (over 97%) of phone enquiries could have been answered in another way, so in order to ensure that more of our customers enjoy an even faster delivery service we have to avoid these phone calls

 

  • Product Information - the 'Product Details' on each of our 7,500+ product pages contain lots (lots!) of information - this is the same information our Customer Service team see if you phone to ask them a product-related question, so check here first - it will probably save you a call
  • Pay By Phone - this option is no longer necessary as we use SagePay (one of the world's most secure on-line payment providors) and PayPal.  If using PayPal please just check your delivery address is correct before confirming your order as there may be several different addresses stored in your PayPal account
  • Delivery Timescale Queries - our website shows an estimated delivery date at checkout based on your specific address - this is our maximum delivery timescale and we will do everything possible to deliver your order before that date.  Even so, if that date is not suitable, please choose a faster delivery option
  • Express Delivery Upgrade - if you decide you need your order sooner, contact us with the subject line 'EXPRESS UPGRADE' and we'll do our very best to get in touch right away - as long as you paid your order by card (ie not PayPal) we can automatically take payment for the small upgrade charge and have your order shipped right away.  Please be aware of cut-off times for same day shipping on Express delivery
  • Amending an Order - sorry, but we can't amend or add to an order once you complete checkout - please double-check you've added everything you need before clicking that button!  You can place a second order for something you've forgotten - please remember the delivery charge for small items starts at only £1.95 so it may not break the bank
  • Cancelling a Duplicate Order - email us with both order numbers right away, using 'CANCEL MY DUPLICATE ORDER' for the subject line - we'll cancel one, arrange the credit and contact you to confirm
  • Changing Delivery Address - sorry, but we can't amend the order in any way after you complete checkout - you may be able to use DPD's 'In-Flight' options to arrange delivery to a neighbour or a local Pick-Up Shop but you cannot change the actual delivery address. Take a moment to check your address details are correct before confirming the order to avoid any delivery problems and DPD's returns charge
  • Delivery Information / Queries - watch for the email and text from DPD which contains all your delivery information, including a 1-hour delivery time slot (applies to 95% of UK mainland deliveries).  Any changes to delivery are made between the customer and the couriers so please contact them direct if you have any queries with delivery - we cannot make changes to your delivery on your behalf
  • Reporting A Problem With Your Delivery / Order - please email our customer service team with a brief explanation of the problem (delivery damage etc), quoting your order number and one of us will get back to you as quickly as possible.  It is specifically to help these customers that we've made changes to how to contact us, so please be assured we will respond quickly and positively

 

All contact is now by email and through our Contact Form below if there's something specific we can help with that you can't find the answer for on the website - please always quote your order number if you have one.  We reply to all emails within 1 working day at most, with priority given to customers reporting problems - we always respond to these very quickly so please always include a phone number where we can reach you as we may call you to help

Very soon our Contact Form will be more interactive, offering a choice of subjects from a drop-down menu to help direct your enquiry to the appropriate team to ensure the speediest response

You can also keep up-to-date with all the latest news, new products, promotions, special offers etc on Facebook and Twitter but please note that our Customer Service Team do not have access to Facebook messages as our Facebook page is managed by our Marketing Team.  Please note we cannot respond to posts or messages received via Facebook

Please be assured that Cake Stuff remain as committed as ever to offering our customers the outstanding level of service for which we're known.  We hope that you'll understand that, with nearly 100,000 customers, we are at the absolute limit of what we can deal with in terms of general telephone enquiries.  By focusing our efforts on making the whole ordering / picking / shipping / delivery process as slick, efficient and automated as possible we can continue to expand our range and keep our prices famously low.  We know that the overwhelming majority of our customers will enjoy an even better service from Cake Stuff so we thank you for your support



Cake Stuff Ltd
Lesmahagow
Scotland
ML11 0JN

email:  info@cake-stuff.com

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