Complimentary delivery on orders over £90

Frequently Asked Questions


Why order with My Baker?

Our network of bakers is selected to ensure each cake is hand-made fresh, from scratch. This is why our sponges tend to be still moist and delicious by the time it is delivered to your door.

Further, we can deliver 7 days a week and only need 24-hours notice on most products. Lastly, we accommodate most dietary requirements and our friendly customer service team is always on-hand to help!

Where are you located?

My Baker is a virtual bakery, and we do not have a physical shop front (yet). Our orders 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, built advanced tech to 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 following:

  1. Food registration approval with their local council
  2. Acquired the relevant food and hygiene certificate
  3. Pass a product taste test with the My Baker team

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 24-hour notice unless specified otherwise.

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. Once you select a baker you would like to go ahead with, you can proceed to make the payment online and your order will be confirmed with your chosen baker!

How much notice do I need to give to place an order?

For our shop cakes, we need at least 24 hours notice. 

For our bespoke requests, we have turned around orders within 24 hours but we strongly recommend at least 3 - 4 days.

In the instance that we cannot fulfill an order despite being over 24 hours, we will issue a full refund to you. 

Where do you deliver?

Please note we currently deliver to Greater London and Birmingham and if your order is out of our coverage area, we will have to issue a refund less £4 transaction fees. You can view our full list of locations here.

What is your policy for cancellations?

We completely understand that you might have a shift of circumstance 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.

If you would like to cancel over 48 hours prior to delivery, we can refund the entire cost of the order less £4 transaction fees. 

If you could like to cancel within 48 hours of delivery, we cannot offer a cash refund but would be happy to offer store credit instead. Please note that if you order for next-day or within 48 hours, we can only offer part store credit if you decide to cancel.

What happens if I need to amend my order?

No problem, 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. 

 

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. 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 do apologise and will do our best to correct the error and, failing that, we can offer store credit. 

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 and therefore there might be slight variations.

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. However 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 9am – 6pm (7 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 is out of customer service operating hours (9am - 5pm, 7 days a week), please email us we will get back to you as soon as possible.

How do you cater for customers with specific dietary requirements?

We have on-boarded bakers who specialise in catering to specific dietary requirements. Please make sure you state any allergies and / or preferred dietary requirements clearly so that your request is only sent out to the bakers who are qualified to help. If you have severe allergies, please ensure you state that you cannot have any cross contamination on your order form so we only assign our bakers who have certified ‘free from’ kitchens.

We can cater to the below dietary requirements:

  • Gluten Free
  • Dairy Free
  • Egg Free
  • Nut Free
  • Vegan
  • Halal
  • Jain

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?

Due to copy right reasons, our bakers cannot do exact replicas of cake designs unless the design is owned by themselves. Our bakers, can however follow the same style of your cake image with some slight variations.

How does delivery work? Do you offer Collection?

Our bakers can deliver to you for an additional cost of £9, which is waived for orders over £75. For bespoke orders, this typically ranges from £5 - £30. We try our very best to connect you to bakers in your local area to keep these charges at a minimum. We have also partnered with several delivery companies, who specialise in delivering fragile cakes and other bakes.

If you want to avoid the delivery charges, we offer a collection service too.

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, keep it refrigerated but remember to give it at least two hours to stand at room temperature before indulging!

How do I pay?

All payments are made online using our payment providers Stripe or PayPal. We do not take cash on delivery.

Do I need to make full payment upfront for bespoke orders?

Orders below £500 must be paid within 24 hours of receiving the quote. Failure to complete payment may result in your order being cancelled. For orders above £500, a 50% non-refundable deposit is required to confirm an order and hold the date. The remaining 50% is due 4 weeks before delivery date.

 

I am having trouble completing payment. What do I do?

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 9am – 6pm (7 days a week).

How do I leave feedback for an order?

We always like to hear from our customers. You can email us at hello@mybaker.co with your feedback.