my order enquiries - how can we help?

We realise that you may occasionally have a question about your order 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

How can I track my order?

What does 'order status' mean?

Can I change, add to or cancel my order?

I have placed a duplicate order by mistake

Can I change my delivery address?

There's a damaged item in my order

There's an incorrect item in my order

There's an item missing from my order / I've only received part of my order

I have a problem with an edible product that's part of my order

My order history

Can I cancel my order?


How can I track my order?

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 . . .

  • 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
  • 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
  • Royal Mail - small, light orders may be delivered by Royal Mail.  Any tracking information will be shown in your Order History

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

 

What does 'order status' mean?

When you log in to your Cake Stuff account you'll see the 'order status' for your order - this simply means the stage your order is at.  Up until the point your order is despatched, it will show as 'awaiting despatch'.  The order status will change as soon as your order has been shipped

 

Can I change or add to my order?

Sorry, but it is not possible to make any changes to an order after you've completed checkout.  Our system is almost completely automated, so your order (in electronic form) is already in one of our two warehouses and may already be being worked on by our picking teams even before you contact us

Our priority is to ship your order as quickly as possible - we have thousands of orders to ship every week and any changes made to orders already in the system cause everything to 'hiccup', leading to delays that could mean other customers don't receive their orders on time.  We know you will understand why we must avoid these 'hiccups'

Please remember that we can ship smaller items by 'Royal Mail 24' and that delivery starts at only £3.95, so if you have forgotten a couple of smaller items, it shouldn't cost too much to have them delivered

 

I have placed a duplicate order by mistake

If you've placed a duplicate order by mistake, please contact us right away using the Contact Form below, quoting the number of the order you wish to be cancelled.  Please understand that we cannot assume you have duplicated your order in error - many customers place repeat orders when they realise they need more of a product than first anticipcated, so our policy is to ship all orders unless we received specific instructions to the contrary

Our priority is to ship all orders as quickly as possible (especially Express Shipping orders) so if your orders have already been shipped, we cannot cancel one but you can return the duplicate order if you no longer require it.  Please see our Delivery & Returns page for more details

 

Can I change my delivery address?

Sorry, but it is not possible to make any changes to an order after you've completed checkout.  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 always possible to change the actual delivery address 

The only way to prevent your order from being shipped to the address supplied is to stop it from leaving the warehouse by cancelling it, then by placing a new order for the correct delivery address

 

There's a damaged item in my order

We're sorry to hear this but we'll put this right for you right away.  Please complete the form below, confirming whether you would prefer a replacement or a credit.  Please attach a photo of the damaged item and also confirm whether there was damage to the outer box (i.e. damaged in transit).  It is important that you do not sign for the box having been received in good condition if it is damaged in any way.   In some cases we may need the damaged item(s) returned but we will confirm this when we contact you  

Your message will receive priority so please get in touch right away and we'll do everything we can to minimise the inconvenience

 

There's an incorrect item in my order

We're sorry to hear this - errors are rare but we're only human, so we'll put things right for you right away.  Please complete the form below, letting us know who picked your order (round ink stamp on the order form)

Your message will receive priority so please get in touch right away and we'll do everything we can to minimise the inconvenience

 

There's an item missing from my order / I've only received part of my order

We're sorry to hear this but there could be two scenarios . . .

  1. your order may have been shipped in more than 1 box, so please check the labels and boxes - they should say '1 of 3', '2 of 3' etc.  If you have not received all boxes from DPD please check your emails / texts as it is not uncommon for DPD to deliver different boxes on different vans, odd though this may sound
  2. if you've received all your boxes but there is something missing, please could we ask you to open and check every box first - we recycle boxes, so don't assume that a box will always contain what the label on the outside says.  Cake boards / boxes may be wrapped in bubble wrap at the very bottom of a box.  If you're certain the item is missing, please contact us and we'll put this right for you right away.  Please complete the form below, letting us know who picked your order (round ink stamp on the order form)

Your message will receive priority so please get in touch right away and we'll do everything we can to minimise the inconvenience


I have a problem with an edible product that's part of my order

We're sorry to hear this - we'll do everything we can to help but we need some specific information.  Please complete the form below, outlining the problem you are experiencing.  Specifically for edible products we require the batch information of the product in question - this is normally printed on the outer packaging or label and may consist of a batch number / date / time.  We require ALL this information in order to contact the manufacturer and have them look into the issue further

In some cases we may need a sample of the product returned so that we can forward this to the manufacturer, but we will confirm this when we contact you.  Please keep all packaging, labelling and some of the product until we confirm this

Please remember different brands of different products perform differently - different brands of red icing colouring, for example, all produce different shades and different brands of sugarpaste handle, perform and taste different from each other.  We realise this may sound obvious but because edible products cannot be returned unless faulty or supplied by us incorrectly, it is important that we (and the manufacturers of the product) establish (1) that there is a problem and (2) exactly what that problem is


My order history

Log into your Cake Stuff account and you'll be able to view your Order History, including details of your latest order.  You can also download a copy of any invoice from here as a PDF and reprint if required

 

Can I cancel my order?

We realise that circumstances can change and that you may need to cancel an order.  Under the Distance Selling Regulations and (from 13th June 2014) the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, retail customers have the legal right to cancel an order if it has not already been shipped

Personalised, customised and special order items cannot be cancelled.  Different rules apply to Trade Customers and customers not in the EU but, in all cases, we will endeavour to cancel your order if at all possible

If your order has not been shipped we will cancel and refund in full to your card or PayPal account

If your order has already been shipped, you can return it if you no longer require it.  Please see our Delivery & Returns page for more details

 

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 damages / errors as quickly as possible

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