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 a combination of coconut sugar and agave nectar. Even the frosting we use is diabetic friendly.

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

You’ll find every ingredient listed under each product description.

Can I have a square cake?

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 six cupcakes instead of twelve?

Our cupcakes (chocolate, lemon or vanilla) only come in batches of 12, so the minimum order is 12. But trust us: they’ll all go really quickly!

Can I have a mixture of cupcakes in one batch (e.g. 6 chocolate and 6 vanilla)?

Because of the way we bake our cupcakes, you’ll need to order a batch of 12 for each flavour. So 24 if you want two flavours and 36 for all three flavours.

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?

We don’t bake novelty/themed/shape/number cakes, but we can print anything on your cake you like. Just add the photo topper option to your order and upload an image or describe the image you want.

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.

We can sometimes provide last minute cakes find out more

Please note that we are unable to provide next day cakes.

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

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 Sydenham, South East 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 | 7am – 7pm

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)

Do you accept international orders?

As long as your delivery address is in the UK, then yes. You’ll need to complete payment for your order using Paypal.

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.

When is the last day for Christmas Delivery?

The last date for Christmas delivery is Friday 21st December and Monday 24th December for collection . We are closed over the festive period and reopen for delivery/collection on 4th January 2019.

During our busy Christmas period, we strongly advise having your cake delivered up to two days earlier in case there are any seasonal delays.

Unfortunately, we can’t offer refunds for late deliveries. We need at least three working days’ notice for orders. So please order early to avoid disappointment.

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 than we may not be able to respond personally to your email.