Contact Us

Opening Hours: Monday – Friday, 9am – 4pm

General queries and order changes: shopcuppacake@gmail.com

DELIVERY

Frequently Asked Questions

Make changes to order

Email shopcuppacake@gmail.com and include:
     1. order number (e.g. #1103)
     2. The change requested (e.g. I want to change the flavour/ I need to change the address)

Please note we only accept order changes sent in three working days before your chosen delivery date.

Can my order be shipped to a business, hotel, school, hospital, post office, InPost or public place?

We don't recommend this as in a business or hotel, the courier will send the package to their mailroom (instead of the reception or any requested location). The mailroom will only accept the package if you are a permanent staff member or resident. For this reason, we highly discourage this unless you can guarantee delivery (a refund will not be applicable for failed deliveries).

Can I choose the delivery date?

Yes, you can select the delivery date! On the checkout page, a calendar shows all the available dates.


Some dates are blocked out as we have reached maximum capacity for this day or the kitchen is closed.

Delivery and cost

We deliver to the United Kingdom of Great Britain via our courier Royal Mail. Delivery notifications are sent over email from the courier on the day of dispatch. The shipping cost is £4.25

Track my package

To track your parcel, you will receive emails from Royal Mail containing a tracking link.  

Placed an order but not received a confirmation email

Please check your spam or junk mail. If you are still not able to find it, please contact us via email at shopcuppacake@gmail.com

Do I need to be home to receive my order?

We recommend to be home to receive your order. You can select your delivery date at the checkout so please select a date that you will be home.

If you are not home to receive your order, Royal mail does have the option to choose a safe place for them to leave your package, but this is not guaranteed and your order may be delayed till the next day or after the weekend (if you select a Friday delivery day).

What happens if I'm not home when order is delivered?

If you won't be home when your delivery is attempted, please go through your tracking link and select for your order to be delivered to a neighbour or left in a safe place.

cuppacakes

Shelf Life

We recommend you enjoy all of our products within 48 hours of purchase - we very much doubt in most homes or offices they will last much longer anyway!

If you're planning to eat your cuppacakes or cake truffles on the day, keep them cool and dry. Our cakes can be enjoyed for up to 48 hours when refrigerated, but in order to have your best Cuppacake experience, we suggest giving them at least three hours (longer if the cake is larger) to stand at room temperature before indulging.

Cuppacake size and box options

Our serving suggestions are 1-2 cakes per person (4oz). A 6oz cuppacake can be shared or enjoy it all to yourself!

Cake boxes are available in 4 sizes: box of 1, 2, 4, 6.

At the moment our box of 1 is available for the 6oz cupp and the box of 4 is available for 4oz cupp

Allergens

Please note we make all our products in an environment where nuts, eggs, milk, soya, sesame and gluten are present. For this reason, we cannot guarantee they are free from traces of these allergens. Our brownies may contain milk, eggs, soya, wheat (gluten), and nuts.

Will my order be filmed or photographed?

Your order may be filmed/photographed for our social media accounts unless we are told in advance that you would like the order to be kept private.

Are your cakes halal?

Yes! Every single product here uses 100% halal ingredients

Are your cakes suitable for vegetarians?

Yes, no meat products are used in any of the products

REFUND POLICY

Cancellation

More than three working days before your chosen delivery date 

There is a fee of £1 (covers the transaction costs charged by payment providers).

Less than three working days before your chosen delivery date

We bake our products to order - for this reason, cancellation within this period is unfortunately not possible as we have made all the necessary preparations, and this would lead to unnecessary food waste.

*Working days count from Monday to Friday as Saturday and Sunday the kitchen is closed.

Issues or faults

I will be more than happy to resolve any issues. Please email shopcuppacake@gmail.com within 24 hours of your delivery: 1) picture showing fault 2) order number. I review all complaints and may ask you to ship back the product to receive a refund. All refunds are subject to review.

Incorrect order

We strive to ensure that every order is perfect, but if you do receive an incorrect order, please follow these steps:

1) Take photos for verification.

2) Send these along with your order number to shopcuppacake@gmail.com

Wrong delivery address

Before the order is shipped, we will email you 1) Order confirmation containing the address 2) A second email to double-check the address and delivery date. If you spot any changes before dispatch, we are happy to make amendments. However, if already dispatched, we can not make any changes and are not responsible for lost parcels.

As a goodwill gesture, we may accept to make a second box for free but ask that you pay the cost of shipping and packaging (£10).