August Special! Complimentary Delivery on all orders over £40 - Use code HOTCAKES

Frequently Asked Questions

How does it all work (in detail)?

You can place your order in two ways:

Choose from one of our best-selling cakes via our online shop. Browse, select your cake and make payment online.

Submit a bespoke request via our interactive cake builder design my cake. You will receive a response within 24 hours with price quotes, ideas and baker availability. Once you select a baker you would like to go ahead with, you will receive an invoice to complete payment. Once payment is made, your order will be confirmed with your chosen baker!

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

For our bestsellers, we need at least 48 hours notice.

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

How do you ensure your bakers are qualified?

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

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 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
  • Halal
  • Kosher

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?

Our bakers can deliver to you for an additional cost. Typically, this ranges from £5 - £12. 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 a delivery company, 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?

Orders below £500 must be paid within 24 hours of receiving the invoice. 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.

What happens if I need to amend my order?

No problem, email us at 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. 

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

Email our customer services team at 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 do I do if my order is late or doesn’t arrive?

We try to deliver all cakes within the specified 2 hour time slot. However in the unlikely event that your order does not arrive on time, please email our customer services team at 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 I am not happy with my order?

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 with your order number in the subject line within 24 hours of receipt of the cake. If your cake arrived damaged, remember to send across accompanying images.

How do I leave feedback for an order?

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