Frequently Asked Questions
Why order with My Baker?
Our network of talented bakers is selected to ensure each cake is hand-made locally, freshly, from scratch, to order. This is why our cakes are still moist and delicious by the time they are delivered to your door.
Further, we can deliver 7 days a week and only need 24-hours notice on most products.
We accommodate most dietary requirements and our friendly customer service team is always on-hand to help!
Where are you located?
Our flagship store is in Hendon, North West London. For orders outside of London they are fulfilled by our network of independent bakers and bakeries that can meet our strict quality guidelines (see below).
We have, over the last few years, developed our offering to ensure we match your order with the best available baker in your area. Further, we've curated a list of cakes on our online shop that we're extremely proud of and developed alongside our network of talented bakers.
How do you ensure quality?
Firstly, we only on-board bakers that are setup properly to run a baking business. In order for a baker to join our community, we require the baker to have the following:
- Food registration approval with their local council
- The relevant food and hygiene certificate
- A body of previous work demonstrating their skills as a baker
Secondly, we set high standards for each of our products, ensuring each baker follows strict guidelines for every cake we list. We document each order and ensure every cake meets our expectations. Please do, however, keep in mind that each cake is hand-made and there can sometimes be slight variation from the product image.
Lastly, we take feedback from customers seriously and constantly evaluate baker performance. In the rare instances that we cannot match customer expectation, we immediately try to do everything we can to make it right (please see complaints and feedback below).
How do you ensure food hygiene and safety?
As mentioned above, we have a very strict on-boarding process. All of our bakers are required to hold the necessary food & hygiene certification and be food registered with their local council before joining.
How can I place an order?
You can place your order in two ways:
Choose from one of our catalogue of shop cakes via our online shop. Browse, select your cake, personalise with add-ons / message, and make your payment online. These cakes require 48-hour notice unless specified otherwise.
We may on occasion be able to fulfil orders within 24 hours, at our discretion. Please call 020 3239 4399 to check availability before placing your order.
If you are looking for something Bespoke or not available on our shop, please submit a bespoke request form via the design my cake link. You will receive a response within a few hours with price quotes, ideas and baker availability. You can then proceed to make the payment online and your order will be confirmed!
How much notice do I need to give to place an order?
For our shop cakes, we can make cakes on 24 hours' notice, though we do ask for more time for the most complex designs.
For our bespoke requests, we ask that the cake description is agreed, and the order is paid for at least five days before the order is due. Whilst this is not a hard and fast rule, in general leaving bespoke requests to the last minute does increase the risk that we won’t be able to fulfil your order.
Where do you deliver?
We currently deliver to London, Edinburgh, Birmingham, Manchester, Bristol, Cambridge, Cardiff, Cheltenham, Cheshire, Glasgow, Lancashire (S), Leeds, Merseyside, Newcastle, Sheffield, Southampton and more. If your order is out of our coverage area, we may be able to get a cake to you, but may ask for a delivery premium. If delivery to you is not possible, we will issue a refund. You can view our full list of locations here.
What is your policy for cancellations?
We completely understand that you might have a change in circumstances or a cancellation of the event you are celebrating. However, each baker has limited capacity and by taking on your order, will turn away other business, as well as potentially incurring costs in relation to your order.
If you would like to cancel, and give 5 days' notice, we can refund the entire cost of the order.
If you would like to cancel within 5 days of the due delivery date, we are not obliged to give any refund. If we choose to give a refund or alternatively a store credit, we do so at our sole discretion and reserve the right to deduct the baker's reasonable costs (including opportunity cost from orders turned down) and a £4 administration fee.
In the unlikely event that we have to cancel your order for any reason, we will refund the full price to you. We will not be liable for any costs or damages beyond the amount paid for the cake.
What happens if I need to amend my order?
If you need to amend your order, please email us at orders@mybaker.co. Please remember to add the order number in the subject line of your email so we can bring up the details and let our bakers know ASAP. Please note, we will do our best to ensure your changes are met but we cannot guarantee amendments to your initial order without baker consent.
Depending on the amendment there may be a cost implication, in which case the amendment is confirmed upon receipt of the relevant supplementary payment.
What happens if I / the recipient is out when you deliver?
As we are delivering a perishable good, we cannot attempt redelivery. We will call you if there is an issue when attempting to deliver. If possible, the cake will be left with a neighbour.
What if I am not happy with my order? What is your policy on complaints / refunds?
Our aim is to provide all of our customers with fantastic cakes and great service. Each complaint is considered by senior management on a case by case basis. We aim to resolve the complaint in a fair and even-handed manner.
If you are unhappy with your order for any reason, please email us at orders@mybaker.co with your order number in the subject line within 24 hours of receipt of the cake. Any complaint received over 72 hours after the cake is delivered cannot be accommodated.
If there is a clear problem with the cake, we will apologise and will do our best to correct the error. If we are unable to correct the error, we will aim to discuss and agree the appropriate discount for the circumstances in good faith.
Please do keep in mind that there may be slight differences in terms of look from the images on the product page. This is due to the fact that all our cakes are hand-made from scratch.
Therefore slight differences in the look of the cake to the images on the website will not alone constitute a reason for a discount. However, if there is a clear difference in quality between the website image and the cake you receive, you will be eligible for a discount.
What do I do if my order is late or doesn’t arrive?
We try to deliver all cakes within the specified 4 hour time slot. We respectfully ask for an hour’s grace in relation to these delivery windows, especially on busy days with multiple deliveries. In the unlikely event that your order does not arrive on time, please email our customer services team at orders@mybaker.co with your order number in the subject line.
Alternatively, call us on 0203 239 4399. Our opening hours are 10am – 6pm, seven days a week.
What if my cake arrives damaged?
If your cake has arrived damaged, please contact us immediately on 022 3239 4399 and send across accompanying images to orders@mybaker.co.
If this happens out of customer service operating hours, please email us we will get back to you as soon as possible.
We will either attempt to repair the cake, provide a replacement, or give you a partial or full refund.
How do you cater for customers with specific dietary requirements?
We have bakers who specialise in catering to some specific dietary requirements. When placing your order, please make sure to tick boxes for your preferred dietary requirements so that appropriate ingredients are used to make your cake.
Please note that our kitchens which are NOT certified "free-from" nuts or any other ingredients. Specific ingredients can be excluded from a cake, and care is taken to avoid contamination, but there is always a small risk of trace amounts, and as such our cakes are not suitable for people with severe allergies. It is the buyer's responsibility to ensure that the cake is suitable for those who will consume it.
We can cater to the below dietary requirements in each case with the possibility of trace amounts being included:
- Made without gluten;
- Made without dairy;
- Made without eggs;
- Made without nuts;
- Vegan
- Halal
For every order, we provide an allergen card and please ensure you read this when you receive the cake.
For Bespoke orders, can you do the exact replica of a cake I found online?
For reasons of copyright and respect for the original cake artist, we don’t tend to offer exact replicas of cake designs. Our bakers, can however follow the same style of your cake image with some slight variations. This will be clarified during the Design My Cake form process. Please ask if you are unsure.
How does delivery work? Do you offer Collection?
We do not offer collection except in exceptional circumstances.
Our standard delivery charge is £9, or free if the order is £150 or above.
The cake is delivered by a delivery company which specialises in delivering fragile cakes and other bakes, or sometimes by the baker themselves or their delivery partners. In each case, great care is taken to ensure that the cake arrives to you in good condition.
What is the best way to store my cake / bake?
We recommend you enjoy all cakes and desserts within 48 hours of purchase. If you are planning to eat your cake on the day of delivery, keep it in a cool, dry place. If you are serving your cake the next day, and it is a buttercream design, keep it refrigerated but for best results remember to give it at least two hours to stand at room temperature before serving.
Fondant-covered cakes should not be refrigerated before the initial presentation and cutting, as the fondant can become tacky / wet, but rather should be kept cool. After cutting, left over portions can be refrigerated.
How do I pay?
All payments are made online using our payment providers Stripe or PayPal. We do not take cash on delivery. All major credit and debit cards are accepted.
You can also choose to pay by bank transfer.
Do I need to make full payment upfront for bespoke orders?
We prefer to keep things simple and not take part payments. All orders have to be paid up front and in full in advance of delivery.
Please note that payment confirms the order. If you choose to pay by bank deposit, but don’t make the payment in good time before your order is due, the baker will not be briefed. If you leave it too late to make payment, there is a possibility that we will not be able to fulfil your order. There have sadly been a few incidents of customers who didn’t pay for their cake and therefore the order was not confirmed, leading to disappointment on the day.
I am having trouble completing payment. What do I do?
Please email our customer services team at orders@mybaker.co with your order number in the subject line. Alternatively, call us on 0203 239 4399. Our opening hours are 10am – 6pm, 7 days a week.
How do I leave feedback for an order?
We always like to hear from our customers. Please email us at hello@mybaker.co with your feedback.