Help & Contact

Please select the subject below and click for more information.
  • Your Delivery Options

    Your delivery options are as follows for orders within the UK

    ROYAL MAIL 24 (1-2 Days) From £3.95
    ROYAL MAIL 48 (2-3 Days) Spend £0 - £45 Free
    PREMIUM NEXT DAY (1 Day) Courier Partner: DPD £6.95
    DPD LOCAL SATURDAY £12.95
    DPD LOCAL SUNDAY £12.95
    CLICK & COLLECT Spend £10+ Free 

    We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depending on location, feel free to contact us for additional information on International orders. Some Countries are not listed on our site due to the delivery rate being high. Please email us at sales@cakecraftcompany.com so we can quote you the price of delivery to your country. 

    Note for the UK Orders (Except for DPD Next Day): Although 99% are delivered within the given time-frame, we strongly suggest allowing 5 days for your order to be delivered. Royal Mail 24 is a first-class service in that they AIM to deliver in 1-2 days but can sometimes take up to 5 days and Royal Mail 48 is a second class service in that they AIM to deliver 2-3 days or as stated on the website to allow 5 days. However, these are not a guaranteed service in the same way as Special Delivery which is not yet available from the delivery options. If in doubt, Cake Craft Company recommends DPD.

     

    If you contact us without allowing 5 days, there's nothing our team will be able to do by way of help.

    Please allow 5 days for your order to be delivered. If you contact us without allowing 5 days, there's nothing our team will be able to do by way of help.

     

    If it's been 5 days since your order was dispatched and it still hasn't arrived, please refer to the points below:

     

    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
    2. We use discreetly packaged, usually white envelopes and boxes, so it may, in fact, have arrived without you having noticed it!
    3. If you've checked points 1 & 2 and 5 days have passed, let us know your order number and we will get the issue sorted as a matter of urgency. Send your inquiry to orders@cakecraftcompany.com.
  • Where is my order? I am a UK customer

    Still waiting for your order?

     

    Please allow 5 days for your order to be delivered. If you contact us without allowing 5 days, there's nothing our team will be able to do by way of help.

     

    If it's been 5 days since your order was dispatched and it still hasn't arrived, please refer to the points below:

     

    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
    2. We use discreetly packaged, usually white envelopes and boxes, so it may, in fact, have arrived without you having noticed it!
    3. If you've checked points 1 & 2 and 5 days have passed, let us know your order number and we will get the issue sorted as a matter of urgency. Send your inquiry to orders@cakecraftcompany.com.
  • Where is my order? I am a European customer

    Still waiting for your order to arrive?

     

    Most European order will reach you within 3-6 working days of dispatch but occasionally it can take a little longer. If it's been over 7 working days, we recommend checking your tracking link - this can be found in your dispatch email.  

     

    If the parcel tracking shows that your order has been delivered but you haven't received it, please do the following:

     

    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
    2. We use discreetly packaged, usually white envelopes and boxes, so it may, in fact, have arrived without you having noticed it! We recommend checking in any safe spots the driver may have left the parcel, or searching for a calling card which indicates delivery was unsuccessful. 
    3. If you've checked points 1 & 2 and 7 working days have passed, let us know your order number and we will get the issue sorted as a matter of urgency. Send your inquiry to orders@cakecraftcompany.com. We always dispatch as quickly as possible - after that, it's in the hands of our carrier, but we will always strive to offer you a resolution as quickly as possible.
  • I paid for Next Day delivery and my order hasn't arrived

    If you paid a premium for your next day guaranteed delivery and your order has not arrived, we will reimburse you, provided the courier has not attempted delivery.

     

    This reimbursement does not apply when:

     

    • You placed your order after the cut-off time of 4 pm Monday-Thursday or any time on a Friday, Saturday or Sunday. If you need your order delivered on a Saturday, you can use DPD Saturday Delivery, which is available from 4 pm Thursday-4pm Friday.
    • You placed your order on a Bank Holiday.
    • You placed an order with a next day delivery service on a Friday (next day deliveries only take place on working days (Mon-Fri). Please use DPD Saturday Delivery if you need your order delivered on a Saturday. Please note this service is available from 4 pm Thursday-4pm Friday, and any orders placed after this time will not be delivered on Saturday.
  • Can I collect my items from your store?

    If you chose to collect your order, please only visit the premises once you receive your confirmation email. This time frame is generally 1 working day. Please note that you will be unable to collect your order earlier than the agreed time. We will keep your package for 14 days only.

    Please bring your order number and photographic identification, debit/credit card or utility bill for identification. If you are collecting on behalf of someone, they must send written confirmation of this via email as proof. (We will not be able to give you your order unless you produce an appropriate form of I.D.)

  • What is your return policy?

    Here's our Return Policy for your reference:

    13. Returns Policy

    We offer a 100% Money Back Guarantee* on our returns. This, however, is only available for UK mainland customers. This may also exclude additional delivery charges that were made to send to you initially.

    Item/s must be new, unopened in their original packaging and in a saleable condition. It must also include your invoice order number and be sent to us with the delivery slip so that we receive it within 14 working days of your order being delivered to you. In the case of large items delivered by our specialist couriers, contact our customer services using the contact page within 14 working days of delivery to discuss the return. We will also pay the return shipping costs if the return is a result of our error.

    Please note: edible product types are strictly non-refundable due to food safety regulations.

    Please note: ribbon cutting service (after being cut are no longer refundable)

    Please note: edible prints are not refundable

    Please note: Edible printers will lose their warranty if you use edible icing sheets with the printer

    Kindly write the order number on the package and the reason for the return for a smoother return process. As soon as we receive the item back from you, we will refund the relevant part of the purchase price for that item. For your reference, the returns process can take up to 2 weeks. This includes the receiving, sorting and refunding. You should receive a notification email once the refund has been processed.

    Our Returns Address is: Party Quiz Ltd 
Unit 14 Muirhead Quay
Fresh Wharf Estate
 Barking
Essex
IG11 7BG
 United Kingdom

  • I have received the wrong product

    Received the wrong product? Don't worry - contact our Customer Experience Team with your order number, photo of the item received and a copy of the packing slip and we will resolve the issue as a matter of urgency. Send your inquiry to orders@cakecraftcompany.com.

     

  • Something is missing from my order

    Missing an item from your order? Don’t worry - contact our Customer Experience Team with your order number, a copy of the packing slip and we will resolve the issue as a matter of urgency. Send your inquiry to orders@cakecraftcompany.com.

  • My item arrived broken/damaged

    If an item you have ordered has arrived faulty/broken/damaged, contact our Customer Experience Team with your order number, a photo of the item received and a copy of the packing slip and we will resolve the issue as a matter of urgency. Send your inquiry to orders@cakecraftcompany.com.

  • I need to change my address

    Provide us with the wrong address?

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

    Please contact us within 30 minutes of placing your order. To further assist you we require the following two pieces of information:

    1. Your order number
    2. The address you need it changed to

    Your order number is in the Order Confirmation email you would have received shortly after placing the order. Without this information straight away, it may delay the dispatch of your order.

    Please note!  if you have already received a dispatch confirmation email, this means your order is already on its way and we are unable to change the address. In cases like this, we are unable to take any action until we receive the package back. We'd advise that you check the address to which it was sent if this is the case, but let us know any way in case it does make it's way back to us.

    Please note! Orders placed on a Saturday/Sunday may be too late as our packing work during the weekends to help workload during the weekdays - however our office lines only operate from Monday to Friday 9 am to 5 pm. 

    Please note! Orders must be thoroughly checked prior to placing an order there are no functional blips that take place to change any details thereafter, therefore the responsibility falls on you!

    We are able to help arrange a new order with the correct details whilst looking at the first order as a separate issue to expedite the process and have it returned back to us. Please note: you will be responsible for the postage cost as the labels will have already been printed and paid for.

  • Can I cancel my order?

    Need to cancel your order?

     

    If you've placed an order and changed your mind, we may be able to help if you are able to contact us within half an hour of placing your order. This allows us time to ensure your order is not packed and sent out.

     

    When you get in contact, please include your order number. Please also keep in mind that our dispatch deadline is 4 pm (Monday - Friday).

     

    Please note: If you placed your order over the weekend or after 4 pm during the week, then the chances are it'll already be packed and ready to go by the time we get back to you and we may not be able to cancel it in time.

     

    Send your inquiry to orders@cakecraftcompany.com and provide us with your order reference number.

     

    Please note: Our offices are closed on weekends. We will reply to your inquiry on the next working day.

  • Can I add item/s to my order?

    Need to change something to your order? 

     

    Unfortunately, we are unable to add items to your order once the order has been placed due to our processing system.

     

  • Replacement Policy
    Replacement Policy:
     
    Incorrect, Damaged, Faulty and Missing items will be replaced immediately once it has been returned to us using the prepaid label issued by Cake Craft Company. The replacement will be sent to you at no additional cost using the same method that was selected when your order was submitted. If replacements are required urgently, we suggest you place another order whilst we investigate. You have the option to purchase the replacement on a next day service where we will refund the next day charges as well if it is urgent whilst you plan to return the product in your own time within 14 days.
     
     
  • I want to return my order

    Changed your mind? We offer a 100% Money Back Guarantee on our returns except for edible products. This, however, is only available for UK mainland customers. This also excludes additional delivery charges that were made to send to you initially. You can contact us within 7 days upon the arrival date of your order. Please note the following:

     

    Item/s must be new, unopened in their original packaging and in a saleable condition. It must also include your invoice order number. Your request will then be processed within 14 working days. Upon return of the item/s, The Cake Craft Company will investigate and you will be contacted within 14 days of receipt. If you contact us outside the 7 day period upon receiving your order, there is nothing we can do to proceed with your request.

     

    Please note: edible product types are strictly non-refundable due to food safety regulations.

    Please note: ribbon cutting service (after being cut are no longer refundable)

    Please note: edible prints are not refundable

    Please note: Edible printers will lose their warranty if you use edible icing sheets with the printer

     

    Send your inquiry to orders@cakecraftcompany.com.

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