Frequently Asked Questions
Why order with My Baker?
Our network of talented bakers is selected to ensure each cake is hand-made 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?
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 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 typically ask for 48 hours' notice. We can sometimes make cakes on 24 hours' notice. Please call 020 3239 4399 to check availability before placing your order.
For our bespoke requests, we have turned around orders within 24 hours, but to avoid disappointment we strongly recommend putting your enquiry in at least 3 - 4 days before the cake is due, and further in advance if the cake is complex.
In the instance that we cannot fulfil an order despite being over 24 hours, we will issue a full refund to you.
Where do you deliver?
We currently deliver to London and SE, Edinburgh, Birmingham, Manchester, Brighton, Bristol, Cambridge, Cardiff, Cheltenham, Cheshire, Lancashire (S), Merseyside, Newcastle, Sheffield, Swindon and more. If your order is out of our coverage area, 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, less a £4 administration fee and the baker's reasonable costs incurred to that point.
If you could like to cancel within 5 days of delivery 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?
No problem, email us at firstname.lastname@example.org. 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 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 compliant is considered by senior management on a case by case basis. We aim to resolve the compliant in a fair and even-handed manner, taking into account the concerns of both the customer and the baker.
If you are unhappy with your order for any reason, please email us at email@example.com 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. 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 and therefore there might be slight variations.
Therefore slight differences in the look of the cake to the images on the website will not alone constitute a reason 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. However in the unlikely event that your order does not arrive on time, please email our customer services team at firstname.lastname@example.org with your order number in the subject line. Alternatively, call us on 0203 239 4399. Our opening hours are 10am – 6pm (Mon-Fri) and 10am - 2pm (Sat).
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 email@example.com.
If this happens out of customer service operating hours, 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 bakers who specialise in catering to specific dietary requirements. Please make sure you state any preferred dietary requirements clearly so that your request is only sent out to the bakers who are qualified to help.
Please note that very few of our bakers operate from kitchens which are 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 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;
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. Please ask if you are unsure.
How does delivery work? Do you offer Collection?
Our bakers deliver to you for an additional charge, normally of £9. 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.
We do not offer collection except in exceptional circumstances.
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 for best results remember to give it at least two hours to stand at room temperature before serving.
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?
Orders below £500 or placed less than 4 weeks in advance of the delivery date must be paid in full to confirm the order.
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?
Please email our customer services team at firstname.lastname@example.org with your order number in the subject line. Alternatively, call us on 0203 239 4399. Our opening hours are 10am – 6pm (Mon-Fri) and 10am - 2pm (Sat).
How do I leave feedback for an order?
We always like to hear from our customers. Please email us at email@example.com with your feedback.