Still waiting for your order? Please allow up to 5 days for delivery. If you contact us before this time, we won’t be able to assist you yet.

If it’s been 5 days since your order was dispatched and it hasn’t arrived, please follow these steps:

1. Check your delivery address: Confirm the address on your order confirmation email. Often, orders are sent to a different address than expected, leading to confusion.
2. Check your packaging: We use discreet white envelopes and boxes, so your order may have arrived without being immediately noticeable.

If you’ve checked these points and 5 days have passed, please send your order number to orders@cakecraftcompany.com, and we’ll resolve the issue as a priority.

For our European and worldwide customers, we are pleased to inform you that we now deliver globally!

If you are experiencing any issues placing your order, please contact us at orders@cakecraftcompany.com, and we’ll be happy to assist you.

You will receive a dispatch confirmation email with tracking information sent to the email address associated with your online account or the one used during the purchase.

Please ensure that the email address you provided is correct to avoid any delays in receiving this important information.

For any questions or inquiries regarding our Click and Collect service, feel free to reach out to our Customer Experience Team. Below are some common details you may need to know:

• Barking Click and Collect:

  • Cut-off time is 6 pm (Monday to Friday).
  • Saturday cut-off time is 5 pm for London collections.
  • Collection is typically available within 1 working day of receiving your confirmation email. Please do not visit the store until you receive this email.

• Birmingham Click and Collect:

  • Collection hours are from 10 am to 5 pm at our warehouse.

For all collections:

• We will hold your order for 14 days.
• Bring your order number and photo identification (ID, debit/credit card, or utility bill) for verification.
• If someone else is collecting on your behalf, they need to provide written confirmation via email.

We offer a 100% Money Back Guarantee for returns, available only to UK mainland customers. This may exclude additional delivery charges incurred when sending the order to you initially.

Return Conditions:

• Items must be new, unopened, in their original packaging, and a saleable condition.
• Include your invoice order number and delivery slip with the return.
• Items must be returned within 14 working days of receiving your order.
• For large items delivered by specialist couriers, please contact Customer Services within 14 working days to discuss the return process.
• If the return is due to an error on our part, we will cover the return shipping costs.

Non-Refundable Items:

• Edible products due to food safety regulations.
• Cut ribbon (non-refundable after the cutting service).
• Edible prints are non-refundable.
• Edible printers lose their warranty if used with edible icing sheets.

Please ensure to write the order number on the package and include the reason for the return to facilitate a smooth process.

Once we receive the returned item, we will refund the relevant portion of the purchase price. The return process, including receiving, sorting, and refunding, may take up to 2 weeks. You will receive an email notification once your refund has been processed.

Returns Address:

Cake Craft Company
Unit 2B Mucklow Park
Innovation Drive
Tyseley B11 3RE
United Kingdom

No worries! If you've received the wrong product, contact our Customer Experience Team, and we'll resolve the issue promptly. Please provide the following details:

Your order number

A photo of the item received

A copy of the packing slip

Send your inquiry to orders@cakecraftcompany.com, and we’ll handle it as a priority.

Note: As per our Terms and Conditions, refunds will be issued in the form of e-credits, which you can use on your next order.

If something is missing from your order, don't worry! Please contact our Customer Experience Team with the following details:

Your order number

A copy of the packing slip

We’ll resolve the issue as quickly as possible. Send your inquiry to orders@cakecraftcompany.com.

Note: As per our Terms and Conditions, refunds will be issued as e-credits, which can be used on your next order.

If your item has arrived faulty, broken, or damaged, please contact our Customer Experience Team. Provide the following information:

Your order number

A photo of the damaged item

A copy of the packing slip

We will resolve the issue as a priority. Send your inquiry to orders@cakecraftcompany.com.

Note: As per our Terms and Conditions, refunds will be issued in the form of e-credits, which you can use on your next order.

Need to Change Your Address?

If you’ve just placed your order and realized you provided an incorrect address, we may be able to help!

Please contact us within 30 minutes of placing your order and provide the following information:

• Your order number (starting with "CCC")
• The correct address

Your order number is in the Order Confirmation email you received after placing the order. Without this information, it may delay your order’s dispatch. Please email us at orders@cakecraftcompany.com with your order reference.

Important: If you’ve already received a dispatch confirmation email, this means your order is on its way, and we are unable to change the address. In such cases, we cannot take further action until we receive the package back. We recommend checking the address it was sent to but notify us in case it is returned.

Weekend Orders: Orders placed on Saturday or Sunday may already be packed, as our team works over the weekend to reduce the weekday workload. However, our office hours are Monday to Friday, 9 am to 5 pm.

Responsibility: Please thoroughly check your details before placing an order. Once the order is processed, we cannot modify any details, and the responsibility falls on you.

If your order has been dispatched, we can help arrange a new order with the correct details while treating the first order as a separate issue. Please note: you will be responsible for the postage costs, as the labels for the original order will have already been printed and paid for.

Need to cancel your order?

If you’ve placed an order and changed your mind, we may be able to assist if you contact us within 30 minutes of placing the order. This gives us time to ensure the order hasn’t been packed or dispatched yet.

Please include your order number when contacting us. Keep in mind that our dispatch deadline is 5 pm, Monday through Friday.

Note: If your order was placed over the weekend or after 5 pm on weekdays, it might already be packed and ready to ship by the time we respond, and we may not be able to cancel it in time.

To request a cancellation, email us at orders@cakecraftcompany.com with your order reference number.

Office Hours: We are closed on weekends. Inquiries sent during this time will be answered on the next business day.

Need to change add or remove to your order? 

We can only modify your order if you contact us within 30 minutes of placing it. After this, our system prevents any changes, as we cannot interfere with the picking and packing process once an order is in motion.

If you'd like to add items, please provide your order number, the product code(s), and the quantity you want to add.

Note: For any additions, payment must be made via PayPal (with applicable fees) or BACS transfer before we can amend your order.

Please email us at orders@cakecraftcompany.com with your order reference number for any modifications.

If you receive incorrect, damaged, faulty, or missing items, we will replace them immediately once the items are returned using the prepaid label provided by Cake Craft Company. The replacement will be shipped at no additional cost using the same delivery method selected when the order was placed.

Changed Your Mind?

We offer a 100% Money-Back Guarantee on returns, except for edible products. This guarantee is only available for UK mainland customers and does not include any additional delivery charges incurred when the order was originally sent. You can request a return within 14 days from the arrival date of your order.

Return Conditions:

Items must be new, unopened, in their original packaging, and a saleable condition.

Your return must include the invoice or order number.

Once the items are returned, Cake Craft Company will review your request. The process may take up to 14 working days after receiving the items. Please note that if you contact us after 7 days of receiving your order, we will be unable to process your return request.

Our returns address is: Unit 2A Mucklow Park, Innovation Drive, Tyseley, B11 3RE

Important Information:

Edible products are strictly non-refundable due to food safety regulations.

The ribbon that has been cut using our cutting service is non-refundable.

Edible prints are non-refundable.

Edible printers will lose their warranty if used with edible icing sheets.

To start your return, send an inquiry to orders@cakecraftcompany.com.