Customer Policies and FAQs
Your peace of mind matters. Here you’ll find clear, honest answers to the most common questions about ordering, delivery, allergens, and what happens if something goes wrong. For full details, please see our Terms & Conditions.
1. How do I place an order?
Use the online shop for card cards and treats. For bespoke orders, you can also get in touch via the website, email, phone, or social media. I’ll confirm your details, send a quote, and issue an invoice once you’re ready to book.
2. Can I order for a friend or send cakes as a gift?
Absolutely! Just enter your recipient’s details at checkout and I’ll send your bakes directly to them.
3. Can I add a gift note or message?
Of course, that's what were here for—just add your message at checkout or mention it when ordering. I’ll include it with your order for that personal touch.
4. How far in advance do I need to order?
See individual items on the website, some items are available for next day despatch or you can select your own despatch date at checkout. For bespoke cakes and wedding cakes please give as much notice as possible as we do not carry any stock, everything we do is made to order. On short notice? Just ask—I’ll always try to help.
5. Can I schedule an order for a specific date or in advance?
For weddings and bespoke cakes, I always recommend booking as far ahead as you can - some dates book more than a year in advance. For online shop and postal orders, let me know your preferred arrival date.4 service.
6. Is there a deposit or booking fee?
Yes, a non-refundable booking fee (25% or £150 Save the Date for weddings) secures your spot. The balance is due 5 weeks before your event.
7. Can I cancel my order if I change my mind?
Because your cakes are made fresh and personalised just for you, I can’t cancel or refund orders once work has begun or ingredients are ordered (usually within 24 hours). However, see our Terms & Conditions for the full cancellation and refund policy for weddings and bespoke orders.
8. Can I make changes to my order?
Small changes may be possible if there’s enough notice. Please get in touch as soon as possible—late changes may affect cost or timing.
9. Where are you based?
Celebrity Cakes is proudly based in the Robin Hood County of Nottinghamshire, UK, with a dedicated gluten-free studio.
10. Can I order for a special event or wedding?
Absolutely! Gluten-free Wedding cakes are our speciality, we are the preferred supplier for many luxury venues throughout Nottinghamshire and Derbyshire. Event and Corporate gluten-free orders are very welcome. Please get in touch for a bespoke quote and to check availability.
11. Are all Celebrity Cakes products gluten-free?
Yes! Everything is made in a dedicated gluten-free studio, suitable for those with Coeliac disease, so you can enjoy your cake and confections with confidence.
12. What about other allergens (nuts, dairy, etc)?
Your safety matters. Please mention any allergies or special dietary needs when booking—many intolerances can be accommodated. However, my kitchen does handle nuts, so I can’t guarantee nut-free products, for postal treats. For severe nut allergies for wedding cakes, I offer a separate studio commission space and reduce our bookings for the week of your wedding for your extra peace of mind.
13. Do you provide full ingredient or allergen information?
Of course—full ingredient and allergen details are available for every product. Just ask if you have any questions.
14. Are your cakes and treats suitable for children?
Most cakes and treats can be enjoyed by all ages, apart from our large bespoke cakes with alcohol and Christmas Cakes see our cake flavours menu - we're happy to provide allergen and ingredient advice.
15. How does delivery work?
Wedding cakes and large orders are personally delivered in the UK (delivery charges apply). Some smaller items are sent by Royal Mail Tracked 24. More delicate cakes are available for collection only—your cake and confections safety and making it easy for you is always our priority.
16. Where do you deliver? Can you deliver outside the UK or to Ireland?
For weddings and larger events: I personally deliver and set up cakes for venues across Nottinghamshire and surrounding areas (delivery charges apply; just ask for details). Prefer to collect? That’s no problem—my cakes are expertly boxed for safe transport. Families, parents, and even groomsmen have collected cakes from me and successfully transported them to celebrations far and wide—including as far as Scotland!
Some online shop items can post to addresses within the UK mainland and Channel Islands using Royal Mail.
Sorry—perishable cakes and treats can't be sent outside the UK (including to Ireland) due to Royal Mail restrictions and food import rules. If you need advice about collecting and transporting your cake or help arranging gifts, just ask—I’ll always do my best to help.
17. Is delivery free?
Delivery is calculated at checkout or via quotation and depends on your order and postcode. I’ll always confirm this before you pay.
18. How does postal delivery work?
Postal orders are sent via Royal Mail Tracked 24. You’ll get a tracking number when your parcel is dispatched. Every order is packed with care, but once it’s with Royal Mail, delivery times and in-transit damage are out of my control. If something goes wrong, do let me know right away.
19. Can I collect my cake in person?
Yes—lots of customers do! Cakes are boxed for safe travel and clear transport tips are provided.
20. How do I store my cake or confections?
Most cakes should be kept cool at room temperature and away from direct sunlight—never in the fridge unless I suggest otherwise. I include full aftercare with every order.
21. What if there are dowels, wires, or inedible decorations in my cake?
These will always be clearly marked, and I’ll let you know what to remove before serving.
22. What happens when my cake arrives or is delivered?
For hand delivery: Please check and sign for your cake.
For post: Inspect your order promptly and let me know of any issues within 24 hours (with photos if possible).
For collections: Keep your cake level, cool, and away from sunlight. Don't leave in a hot car and run errands!
23. What if there’s a problem with my cake or order?
Let me know within 24 hours of receiving your cake, with photos if something seems wrong we’ll always do our best to make it right.
24. Do you accept returns?
Because cakes are personalised and perishable, returns aren’t possible—and food hygiene rules means I can’t take items back. If your order arrives damaged or not as agreed, please let me know within 24 hours and I’ll help as much as possible.
25. We're here if you need us!
If there’s anything you’re unsure about—or you just need a little extra help—I’m always here for you. Whether it’s a last-minute request, a delivery question, or something completely unique, just drop me a message! I love hearing from you and will always do my very best to help. 💌🩷
Let’s chat—your questions and ideas are always welcome! 🤗