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Help & Contact

Please select the subject below and click for more information.
  • Where is my order?

    Once your order has been dispatched, you will receive an email notification with an estimated delivery date. If your order hasn't arrived by this estimated delivery date, feel free to contact us so we can find the whereabouts of your order.

    You can contact our Customer Service Angels via email at info@thecakedecoratingcompany.co.uk or by telephone on 0115 969 9800.

  • Did my order go through okay?

    When we receive an order and payment is successful, you will then receive an order confirmation email from us.  This is an automated email that is sent within 10 minutes of placing the order.

    If you haven't received an order confirmation email, then potentially something went wrong.

    Follow these steps:

    1. Check your order history on your account
    2. Check with your bank to see if payment has been taken.

    If you need us to look into it for you, you can email our Customer Service Angels with the order number (if known) and transaction ID of the payment and we will be happy to assist.

  • What should I do if my order is damaged?

    Don't worry - we can resolve this for you. Simply email our Customer Service Angels at info@thecakedecoratingcompany.co.uk

    To speed things up, please include the following information in your email:

    • Order Number

    • Name of Damaged Item

    • Image of Damaged Item

    • Preferred Outcome (whether you'd like a replacement or a refund processing)

  • What should I do if my order is incorrect?

    These things happen but don't worry, we can resolve it for you. Simply email our Customer Service Angels at info@thecakedecoratingcompany.co.uk and they will be happy to assist, whether it's providing a refund or sending out a replacement.

    To speed things up, please include the following information in your email:

    • Order Number

    • Name of Item Ordered, and Item Received

    • Preferred Outcome (whether you'd like a replacement or a refund processing)

  • What should I do if I'm missing an item from my order?

    Don't worry - we can soon resolve this for you.

    If we experienced a stock issue for an item you have ordered, then our Customer Service Angels will contact you prior to dispatch to discuss a possible alternative or credit your e-wallet account.

    If you weren't contacted and item/s are missing from your order, please email info@thecakedecoratingcompany.co.uk with the following information so we can assist.

    • Order Number
    • Name of Item Missing
    • Preferred Outcome (whether you'd like a replacement or a refund processing)
  • Can I add something to my order?

    If you should contact us immediately after placing your order, we'll do our best to add the extra items you require.

    However, please note, in most circumstances, it is not possible to make these changes. Our warehouse works very quickly to pick and pack your orders and we have multiple mail collections each day, so you benefit from the quick delivery our customers tell us they love.

  • Can I cancel my order?

    We're sorry to advise that in most circumstances it is not possible to make changes to or cancel your order once it is placed.

    Our warehouse works very quickly to pick and pack your orders and we have multiple mail collections each day, so you benefit from the quick delivery our customers tell us they love.

    You can of course send the order back to us if you no longer require it. Please contact our Customer Service Angels at info@thecakedecoratingcompany.co.uk, including your order number, to arrange a return.

  • Can I order by phone?

    Absolutely - we know the world of e-commerce isn't for everyone! Feel free to call our Customer Service Angels on 0115 969 9800 and they will be happy to assist.

    But, (just so you know!), by ordering online you gain access to your own Cake Dec account where you can start earning Cake Dec coins to use as e-wallet balance. You can also keep track of your order history and make any changes to your delivery addresses and wishlists.

  • How can I see my order history?

    Simply log into your account online and click on Profile icon, just to the right of our website logo. You will be taken to your Account Overview, where you can access your complete order history. Here, you can also see your address book, saved baskets, and manage passwords and marketing preferences.

  • Can I order something that is out of stock?

    Unfortunately, we can't accept orders for an out-of-stock item.

    However, by going on the product listing, there is an option to click 'Email Me' and enter your email address. This will notify you via email once the item comes back into stock, making you one of the first to know!

  • What are your delivery options?

    We have a large selection of delivery options available, including several different courier services. Choose from DPD, Yodel and Hermes for standard (2-4 working days), next working day and weekend delivery.

    Order before 8pm for Yodel Next Day Delivery (4pm for DPD orders).

    International Shipping Options available here.

     
  • Can I upgrade to a faster delivery option?

    We're sorry to advise that in most circumstances it is not possible to make changes to or cancel your order once it is placed.

    Our warehouse work very quickly to pick and pack your orders and we have multiple mail collections each day, so you benefit from the quick delivery our customers tell us they love.

  • How can I change my delivery address?

    Simply log into your account and go to 'Address Book'. Here you can add as many different delivery addresses as you like.

    Please ensure the correct delivery address is selected when placing your order.

    If your order has already been placed with the wrong delivery address, we won't be able to change this after dispatch. However, you will receive a tracking number and link to the courier's website when your order is dispatched from us. You should be able to change the delivery address with the courier directly.

  • Can I add delivery instructions?

    Will you be out when your delivery is due to arrive? Don't worry!

    Although we can't add specific instructions to the driver prior to dispatch, you will receive a tracking number and link to the courier's website when your order is dispatched from us. Here you will be able to track your order and leave messages directly with the courier. 

    You can also change your delivery day, delivery address and more, but please note this may delay delivery.

  • How can I arrange a return?

    To organise a return, please contact our Customer Service Angels on 0115 969 9800. We will then provide you with a Return Authorisation Code which you will need to include in your parcel.

    Please ensure you have contacted us prior to sending back your parcel, as without a Return Authorisation Code, your parcel could get lost and this will delay the refund process.

  • What is your return window?

    We accept returns within a 14 day period of purchase, providing the product is in the original condition in which it was received.

    Simply call our Customer Service Angels on 0115 969 9800 to arrange a return.

  • How much does it cost to return my order?

    Unfortunately, we cannot provide a definite figure. If you need to return an item to us, we recommend using a tracked service as we cannot be held responsible for any damage or loss during transit. Therefore, the cost of this depends on the service you choose, and the size of the parcel.

  • When will I receive my refund?

    Once we receive the item back in the warehouse, we aim to process it and confirm by email within 28 days of receipt.

    Once we have emailed you to let you know the return has been processed, the refund may take up to 14 days to clear in your account (depending on the payment method).

    If you have returned your item and have not heard from us after 28 days, please email our Customer Service Angels at info@thecakedecoratingcompany.co.uk and they will look into it for you.

  • When will a product be back in stock?

    We work hard with our suppliers to ensure all of your cakey favourites are in stock and available to order. However, due to high demand, we do occasionally go out of stock of some items. To be the first to know when a product is back in stock, you can sign up for an email notification by going to the product and clicking 'Email Me'.

  • Do you have a loyalty scheme?

    Yes! We've created a loyalty scheme with spendable 'Cake Dec Coins' to say thank you for being an amazing customer. 

    Earn 2 Cake Dec Coins for every £1 you spend online. When you redeem, 1 Cake Dec Coin is equivalent to 1p to spend.

  • How do I earn Cake Dec coins?

    Simply create an account on The Cake Decorating Co. website and you will automatically become a member of our program. If you already have an existing account with us, you do not need to create a new account. You are automatically eligible for our Loyalty Scheme. (Check your account, you may already have earned some Cake Dec Coins!)

  • How do I spend my Cake Dec coins?

    When you are ready to spend your coins, log into your account and click on 'My Cake Dec Coins'. Click on 'Convert Cake Dec Coins to E-wallet'. 

    When you next checkout on our website, a grey box will appear on the basket page displaying your coins credit which will be discounted from your order. If you DO NOT want to spend your coins, you will have to un-tick the box on the basket page to prevent this from happening. 

  • How do I check my Cake Dec coins stash?

    Log into your account and under 'My Cake Dec Coins', you will see your coin total. 

    Click on 'My Cake Dec Coins' for a breakdown of your coins. This will show when you earned coins, the reason, how many coins were earned, and how many coins you have already spent.

  • When do my Cake Dec coins expire?

    Cake Dec Coins never expire, so whether you make a cake once a year or multiple cakes a week, you're going to be quids-in shopping with The Cake Decorating Co.

  • Do you have a shop?

    No, we don't have a shop to visit and browse. We are an online business only. 

    However, we do have a Click & Collect service in which our local customers can place orders online and come to our warehouse to collect.

  • Do you price match?

    We set our prices so that they are the most competitive around. If we find a national retailer offering a better price nationwide for the same individual product, sold with the same service conditions, we'll lower our price to match.

    Price match claims must be made before you place your order with us. Please call 0115 969 9800 or email info@thecakedecoratingcompany.co.uk and we will enable the price match on your order.

  • Do you have a mobile app?

    Yes, our mobile app is available to download on the Apple Store and Google Play store. Through our app, you can browse the website, place orders and manage your account.

  • Do you offer trade accounts?

    Yes. We invite all customers with their own business to apply, whether you're running a part-time business, full-time business or teaching.

    It's free to apply, and if accepted, you'll receive benefits including trade prices, specific product discounts, a dedicated account manager and future product alerts.

    To apply, please email info@thecakedecoratingcompany.co.uk.

  • Do you wholesale?

    The Cake Decorating Company does not offer a wholesale service. However, we can put you in touch with our partner company that specialises in wholesale. Please email info@thecakedecoratingcompany.co.uk to discuss your business and requirements.

  • Is there someone I can contact?

    Absolutely!

     

    Call Us:

    You are welcome to call our Customer Service Angels between 9:00am - 5.00pm Monday to Friday on 0115 969 9800

    Email Us:

    Alternatively, you can email our Customer Service Angels at info@thecakedecoratingcompany.co.uk

    Chat With Us:

    Our Customer Service Angels are here Mon-Fri between 9am and 5.00pm to answer your cakey queries. If we don't answer straight away, we may be busy helping another customer. But feel free to leave us a message with your email address so we can get back to you as soon as we're available.

  • Where are you located?

    Our Click & Collect warehouse is located at:

    Create Better Group
    Private Road Number 8
    Colwick Industrial Estate
    Colwick
    Nottingham
    NG4 2JX

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