Luxury bespoke handcrafted cakes in London
FAQs
Customer Service
We are available from Monday to Saturday, 9am to 5pm. If you wish to discuss a new order, have a query regarding an existing order or would like to find out more about our classes you can contact us by email at hello@onceuponthiscake.com.
Minimum Notice Required For Cakes
We typically require a minimum of 14 days notice for small cake orders. For large cakes/large orders, we will require a period of 3 weeks notice. All lead times are subject to date availability.
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Wedding Cake Orders
Wedding cake prices are calculated based on number of guests. There is a minimum charge of £250. We would also require a minimum of 6 weeks notice for a wedding cake order. Lead time is subject to date availability.
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Other Celebration Cake Orders
Standard Cakes prices start at £100 [Size 6"x6"] and varies accordingly to complexity of design,number of Tiers,etc. Delivery, if required, is calculated separately.
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Confectionary Order
All confectionary have a minimum order of 12. We will require a minimum of 7 days notice for small orders and 3 weeks notice for large orders. Lead time is subject to availability.
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Cake Tasting Sessions/Consultation
We offer one on one cake tasting sessions at our studio for 2 people per session at a cost of £25 [NON REFUNDABLE] and it is an opportunity to design, taste and to connect with you.
The Cake Tasting Session includes 2 cakes flavours and tea/coffee.
Cake Tasting Sessions are by appointment only
.If you prefer to pick up a tasting box followed up by a design phone consultation, this option is £25.
Surcharges apply for cake box deliveries.
Payments
For large wedding/celebration cake orders a deposit of 60% [NON-REFUNDABLE] of the total price is required before starting any order and full payment is required 3 weeks prior to your event.
For small cake orders, the full amount is required before commencing work. Payment can be made by Cash/Bank Transfer/PayPal.
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Changes To Existing Orders
If you have spotted an error on your order confirmation or would like to make changes to an existing order, please notify us within the stipulated period set out in the order confirmation email. Please note that any changes to your existing order may be chargeable. We therefore recommend that customers always double check order details, such as dates, cake size and personal messages, before confirming their order as we may not able to offer refunds or replacements if incorrect information has been given.
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Cancellations and refunds
Deposits are NON-REFUNDABLE [Only exception is where we are unable to fulfil the order due to unforeseen circumstances, then a full refund will be given.]
We are only able to refund 40% of the total price paid in the event of a cancellation after the cake has been paid for in full.
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Refunds & Returns Policy
We will always do our best to prepare, pack and deliver your product(s) with the utmost care. Nevertheless, accidents can happen and so we ask that you check your order is correct before signing your delivery/disclaimer note. In the unlikely event that you find your order is incorrect, incomplete or damaged on delivery, please inform our customer service team immediately at hello@onceuponthiscake.com and we will do our best to send a replacement in time.
To claim a credit or refund, please return the item to us for inspection or provide photographic evidence together with a proof of purchase within 48 hours upon receipt. Unfortunately, we are not able to offer any refunds without the requested evidence and proof of purchase. Please note that we can only credit a refund to the card used to purchase the item.
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Cake Delivery
We are London based and able to deliver within and outside the M25. Delivery is chargeable separately and in addition to the cost of the cake order.Unless we advise otherwise, most cakes can be collected from our studio by appointment.
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Cake Stand Hire
We own a varied range of stunning cake stands to complement and display your cake at your special event. Hire cost starts from £20 and includes a refundable deposit of £100. Deposit will be refunded on return of the cake stand and without damage.
