FAQs

OUR CAKES & COOKIES

I need a free-from cake for more than one allergy. Is this possible?

Yes! All our cakes and cookies are vegan, and made without eggs, dairy, soya or nuts. You can choose a gluten free option too that’s suitable for coeliacs and those with wheat allergies, and/or a ‘sugar free’ option that’s suitable for diabetics.

What do you sweeten your ‘sugar free’ cakes with?

We use xylitol in our sugar free cakes.  Xylitol is a natural occuring substance and with this sweetener our cakes have from zero sugar per 100g. Xylitol is recommended by Diabetes UK

Please note xylitol is not suitable for babies and can have a laxative effect if eaten in excess.

Where can I find the ingredients for your cakes and cookies?

You’ll find every ingredient listed under each product description and full ingredients is labeled on each product

Can I have a square cake (or any other shape)?

At the moment we only bake round cakes which come in 6″, 8″, 10″ and 12″ sizes. For the number of servings see the product description.

Can I order mixed cupcakes flavours?

Our cupcakes (chocolate, banana, lemon or vanilla) only come in batches of 6 or 12, so the minimum order is 6.  Therefore the way to mix the flavours is by ordering 6 of each flavour.

Do your cakes have fillings?

We discovered years ago that cakes with fillings don’t travel very well. But our handmade frosting on top, more than makes up for it.

Can I have fresh cream and fruit on top?

Can you imagine the terrible mess your cake would arrive in? We suggest that you order your cake from us, then just add your own cream and fruits when your cake is ready to be served.

I want a specific design, novelty or a number shape. Can you do that?

Sorry, we don’t bake novelty/themed/shape/number cakes, as they are more likely to be damaged during transit.  Our priority is taste and safe delivery.

Do you bake free-from wedding cakes?

Yes, we do. Very affordable wedding cakes, in fact. We do not decorate the cakes but supply them with the same frosting that all our cakes have. Your cakes will be delivered ready for you to stack and add your own decorations. We also supply a bag with additional frosting, so you can fill in any gaps after stacking your tiers. When you order your cake just click the ‘wedding cake’ option on the order.

How long do the cakes last?

All our cakes will last seven days if refrigerated, and you can freeze them too.

ORDERING

How do I place an order?

Just visit our shop page, choose your cake or cookies from the different options available, then order and pay online.

Remember to add the finishing touches like cake toppers or candles.

We accept payment by all major debit/credit cards (excl. Amex). You can also pay by PayPal even if you haven’t got an account. Unfortunately, we aren’t able to accept any orders by email or over the phone.

How can I call you? I can’t find a phone number.

We’re a family run business with a small, dedicated team and we spend most of our time in our kitchens making delicious cakes and cookies.

It means we’re not available to answer phone calls. If you can’t find the answer to your query in these FAQs, drop us an email at info@theheavenlycakecompany.co.uk and we’ll come back to you as soon as possible, Monday–Friday 9.00am – 5.30pm.

I can’t select the date I want for delivery on the calendar

If the date in the delivery calendar is greyed out it means that either the deadline has passed (less than three working days) or we’re fully booked.

Please note that we are unable to provide next day cakes as all cakes are made to order.

I need a last-minute cake! Can you help?

Check our delivery page to see if your date is actually available.

If you need a cake at short notice (we still need at least 48 hours in most instances) please email us now at info@theheavenlycakecompany.co.uk specifying the cake you want and the flavour, size, free-from options and the postcode you need it delivering to. We will let you know if we can supply a cake and give you instructions on how to order. There is an additional charge of £9.99 for all last minute cakes.

Can I collect my cake from you? Where are you based?

We have a collection service from a local shop in Lewisham, SE13 7LH, London .

If you are based in London & Home Counties you can select the collection option and date from the calendar at checkout.

Collection is available Monday – Friday | 12pm – 6pm

How do I cancel my order?

We need a minimum of four working days for a cancellation.

If you want to cancel your order, please email us at info@theheavenlycakecompany.co.uk with your order number and cake details.

DELIVERY

Do you deliver to my area?

If you’re in the UK, then yes, we do. When you put your postcode in at checkout you’ll get to select your delivery options.

Deliveries are made using a third party courier overnight service (48 hour service for Channel Islands, Scottish Isles, Isle of Man).

Unfortunately, due to Brexit, we can no longer delivery to Northern Ireland.

Do you accept international orders?

As long as your delivery address is in the UK, then yes.

Please enter your non-UK billing address as checkout.

Unfortunately, we’re not able to deliver outside of the UK.

I need more than one cake delivered. How much will it cost?

If you want several cakes delivered on the same day to the same address, there’s just one delivery charge.

Is there a receipt in the box? I’m sending it as a present.

No there isn’t a receipt in the box. That’s sent to you via email. However, you can select to have a small gift card included with your cake.

My cake arrived late and/or is damaged.

All our cakes and cookies are sent by an overnight service by courier. It’s really disappointing when our cakes don’t reach you in the same condition they left our kitchen in or arrive late.

We advise where possible, to have your cake delivered a day earlier than it’s needed just in case there’s any delay with delivery.

Unfortunately, we are not able to refund late delivery or accept returned cakes if they have arrived late and are no longer needed.

If you receive a cake that has been damaged in transit, please email us at info@theheavenlycakecompany.co.uk with photos of the damage for us to review. Compensation is given at our discretion.

Still have a question?

If your question isn’t answered above, please email info@theheavenlycakecompany.co.uk

Due to the volume of emails we receive, if your question is answered in our FAQ’s then we may not be able to respond personally to your email.