FREQUENTLY ASKED QUESTIONS
We understand that the uncertain circumstances in which we find ourselves currently will make a lot of of our customers worried about having to cancel their wedding or event. We are doing everything we can to make sure you have peace of mind:
THE PREPARATION OF YOUR ORDER
- All team members are required to have two temperature checks per day and where gloves and masks when working. In addition, increased hand washing has been implemented with surfaces also being cleaned with disinfectant in between each activity.
- There has been no signs of coronavirus being transmitted through food or packaging so do not worry that your cake may risk being contaminated.
- In the event that staff fall ill we have collaborated with a wide network of local fellow cake companies to ensure that even if we are unable to complete your order directly we have highly skilled cakers on standby to help out.
CANCELLATIONS & REFUNDS
- If you have to cancel your wedding or event we are offering the opportunity to postpone your order until the end of 2021 (and longer at our discretion). This way once the situation has normalised and you start to re plan your big day you have the peace of mind that you don't need to reorganise your cake all over again.
- We are happy to accommodate design and portion changes within reason to suit your new wedding or event.
- If you have booked delivery we are also happy to deliver the cake to a different address at no extra charge even if it is slightly further than your first venue (this is within reason).
- As a small business we are doing our best to minimise cancellations and provide alternative solutions to our brides and customers, however in the event that you do not intend to go ahead with any event in the short and distant future our normal cancellation policy will apply (see below in our FAQ's).
- If you have had to cancel your wedding, you should be due compensation for services paid like cakes and photographers from your wedding insurance provider. We kindly request that in the event that you do not wish to postpone or adjust your booking, you make a claim with your wedding insurance provider first before requesting a refund from us directly.
We are always here to answer your questions. Get in touch at email@example.com
Placing an Order
I really want to order a cake! What’s the process?
We are delighted that you have picked us to help make your event special. To request one of our designs, click on the design you require and fill out the Order Request form. Alternatively, if you have a more bespoke request, get in touch through the form on our Contact Us page or send us an email directly with some inspiration images.
Once the order has been accepted by the kitchen, we will send you an invoice and an email confirming your order details and pricing. If you are happy with the details, you can pay by clicking the payment link to pay online.
If your Order Request has been accepted by the kitchen, we can only hold your space in the kitchen for 12 hours, and your order will not be guaranteed until the booking fee has been paid, so we would advise booking in your cake promptly.
How long in advance to I need to book in my order?
Although we will always do our best to squeeze in last minute orders, we cannot always guarantee availability, so we suggest booking in with at least 2 weeks’ notice to avoid disappointment. Please note that an order is only booked in once you have paid your booking fee.
How do I pay for my order?
Once we have all the details of your order, we will send you an invoice by email confirming the details and price of your order. You can pay by clicking the payment link to pay online.
We require a 50% booking fee to book in your order and secure your place in the kitchen. The remaining 50% will need to be paid and cleared no later than 1 week prior to delivery. If your payment is delayed, a late fee may apply. If you have decided to collect your cake, the final balance can be paid on collection.
Which flavours can I choose?
We have a wide range of delicious flavours for you to pick from. Check out our Flavours and Fillings page for more details.
How many people will my cake feed?
Making sure everyone gets a yummy slice of cake is really important, so we’ve created a portion guide to help you decide exactly how much cake you need to keep all your guests happy.
Will my cake look exactly like the picture?
Although we will always do our best to match your chosen design as closely as possible, each product is individually hand made to order so the finish may vary slightly from cake to cake.
Why can’t I call to book in my cake?
Although we would love to hear from you and chat about your order, we are a tiny team of two, and are very busy working hard in the kitchen to create your delicious orders, so unfortunately aren’t able to be on the phone. We do however aim to respond to all our emails and messages within 24 hours to make sure you get a response as quickly as possible.
What is the minimum order for your cupcakes and treats?
Mini-cakes – 8
Cupcakes – 12
Mini-cupcakes – 30
Cake pops – 10
Macarons – 30
Iced cookies – 10
Cookie sandwiches - 12
I have an allergy! Can you still make me a cake?
Although we will always do our best to accommodate special requests and we are able to make free from cakes for dietary and personal preferences, our products are made in an environment where nuts, egg, milk, gluten, soya and other allergens are used, and traces of these allergens may be present. If you or someone at the party suffers from allergies we would recommend ordering a separate cake or cupcakes from a specialist bakery for complete peace of mind.
Do your cakes include non-edible decorations?
We aim to use as little non-edible decorations as possible, however, depending on the design requested, sometimes we will use food safe products such as food contact glitter, flowers, dowels and skewers. These products should be removed before consumption.
Can I hire out a stand with my order?
Unfortunately we currently do not have stands for hire.
Designs & Bespoke Orders
Do I have to choose one of your designs?
Not at all! Although we have created a selection of delightful designs for you to choose from, we love to get creative, so if you have a special request or idea, get in touch and we’ll be happy to give you a bespoke quotation.
I have an image of the cake I want. Can you make this for me?
Although we are happy to look at the image you like and use it for inspiration, we do not copy other people’s work a cannot guarantee the final design will be an exact match.
I have a super-special event and want a unique order. Do you offer consultations?
Tasting consultations are available by appointment only for orders over £500. A fee of £25 will be charged for the consultation and will be deducted from the price of the cake once the order has been booked in.
Collection & Delivery
I want to collect my cake. How does it work?
As I am baker, decorator and chief shopper and general all-rounder I am often out and about or busy in the kitchen, therefore collection is available for a mutually agreed time slot of 1 hour between 9am – 5pm Tuesday to Saturday. If you miss your slot collection may have to be rearranged so please make sure you are not running late.
How should I transport and store my cake?
If you are collecting your cake, we want to make sure it gets from our kitchen to your table safe and sound. We’ve put together a helpful Transport and Storage Guide to help.
How long will my cake keep for?
As all of our cakes are made fresh to order with no preservatives, we would recommend consuming them within 24 hours after collection/delivery. If you have some left over, it can be wrapped well in cling film and stored for up to 5 days in the fridge or 1 month in the freezer. Allow to cake to come to room temperature before eating it for maximum tastiness.
I want my cake to be delivered. How does it work?
Delivery is offered using a trusted courier company Tuesday to Saturday. You can choose a morning slot (9am – 1pm) or an afternoon slot (1pm – 5pm) and it will need to be arranged with a minimum of 1 weeks’ notice. Your delivery cost will be worked out based on your postcode. Let us know if you would like a quote.
Can I change the address of my delivery?
If your plans have changed and you need to rearrange to delivery address, we will always do our best to help but advise that you do so as soon as possible to make sure that the altered delivery will be available and can be properly arranged. We cannot guarantee a change if you have given us less than one weeks’ notice. If the new address incurs a higher delivery fee the difference will need to be paid before delivery.
What happens if I miss my delivery?
As our cakes are made to order and a precious cargo, they are delivered by a dedicated driver directly to your door. In the unfortunate event that you are not around to receive your order during the allocated time slot, the cake will be returned to the kitchen and you will have to pay for the return delivery and the subsequent re-delivery.
Do you offer a venue set up service?
Currently we do not offer a venue set up service but once Little Ray is a little bigger this service will be introduced.
Alterations, Cancellations & Returns
Can I alter my design after it’s booked in?
We will always do our best to accommodate changes and alterations however we would recommend giving us lots of notice as changes and alterations cannot be guaranteed once your order has been booked in.
Can I cancel my order once it’s booked in?
The booking fee or full payment will only be refunded if a minimum of 4 weeks’ notice or more has been given. In addition, a £25 administrative charge will be deducted from the booking fee/full payment before the refund is processed.
See the Terms and Conditions for our full cancellation policy.
What is your return policy?
As your cake is a unique and perishable product made fresh to order, returns will only be accepted if we determine that there is a genuine fault with the product. In the rare and unfortunate case that something is genuinely wrong with your order let us know as soon as possible as we may be able to fix it. In the case that we are unable to fix the problem an appropriate credit note, or refund will be offered. See the Terms and Conditions for our full return policy.
What if I have a complaint?
We put so much time and love into each individual cake that we take a complaint very seriously as they don’t happen very often. If you are not satisfied with your order and have a genuine issue, please let us know as soon as possible, as we may be able to fix the problem for you. We also kindly ask that you give us the chance to amend the problem before posting any negative reviews.