Question 1

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

Accepted Answer

Please contact us at least two weeks prior to the date you would like your order so we can ensure we have all the materials. If a Bespoke order is requested within 7 days of the event, this will incur a last-minute fee. This is due to sourcing personalised materials at short notice.

Question 2

What information should I include in my enquiry?

Accepted Answer

To give you an accurate quote, please include the following information:

- Full name and contact details

- The date and time you would like to receive your order: DD/MM/YY, HH:MM
 
- The product: Cake, Cupcakes, Cake & Cupcakes, Bento Box or Seasonal Box
 
- The flavour: Vanilla, Chocolate, Red Velvet, Lemon Drizzle, etc. (Other: please specify)
 
- The size of the cake (if applicable): Mini (4''), 6'', 8''
 
- Number of cupcakes: 6, 12, 24 etc. (please note I sell in multiples of 6)
 
- Any Inspirations/Themes: (feel free to attach an image of desired outcome)
 
- Whether you would like a topper and the text you want for the topper
 
- If you would like your order delivered
 
- Additional details or queries

Question 3

How do I place an order?

Accepted Answer

If you would like to place an order, please complete an order form

Question 4

Where are you located?

Accepted Answer

We are based in Dartford, UK

Question 5

Do you offer delivery?

Accepted Answer

Yes. We do offer delivery depending on location. More details can found on the order information page.

Question 6

What flavours do you sell?

Accepted Answer

You can see all of our flavours on the menu page. Please note this list is not exhaustive and other flavours can be requested. If you have new suggestions for flavours, you can submit a request on the suggestions page.

Question 7

How many cupcakes are in a box?

Accepted Answer

We sell cupcakes in boxes of 6 or 12. For bigger orders, they must be in multiples of 6.

Question 8

What size cakes do you sell?

Accepted Answer

4''- Feeds around 4-8 people
4" Tall - Feeds around 10-20 people 
6'' - Feeds around 10-20 people
6" Tall - Feeds around 20-30 people 
8'' - Feeds around 20-30 people 
 
Please note: These are approximations with generous slices

Question 9

What is a Bento Box?

Accepted Answer

A Bento Box contains a 4 inch cake, served with 2, 5 or 8 cupcakes. These come in up to two flavours of your choice depending on the number of cupcakes.

Question 10

Do you sell any gluten-free products?

Accepted Answer

Unfortunately, we do not currently sell any gluten-free products.

Question 11

Do you sell any vegan products?

Accepted Answer

We absolutely do! Check out the menu page for which flavours are currently available.

Question 12

Are your products nut-safe?

Accepted Answer

We bake with all kinds of nuts, including peanuts and tree nuts, whilst we have robust cross-contamination prevention procedures in place, we cannot guarantee that our products don't contain traces of nuts. Although a product may not contain nuts, all products are made in a kitchen that handles nuts. We do not cater to orders who require the premises to be nut-free.

Question 13

How should I store my cupcakes, and how long do they keep for?

Accepted Answer

In the unlikely event that your cupcakes don't vanish instantly, they will keep for up to 2-4 days. Cream Cheese cupcakes should be stored in the fridge at all times, and then served at room temperate. For summer seasons, all cupcakes should be stored in the fridge and served at room temperature. My cupcakes also freeze very well.

Question 14

How should I store my cake, and how long will it keep for?

Accepted Answer

When you receive your cake, please store it in a cool, dark place; on very hot days, you can keep it in the fridge, but please make sure to take it out at least 2 hours before to bring it to room temperature. You can also freeze any leftover slices for up to 3 months, though the decorations might not be quite the same after defrosting.

Question 15

Can I mix flavours?

Accepted Answer

Cupcake boxes of 6 is a single flavour and boxes of 12 are up to two flavours. 
Cakes can be up to two flavours.

Question 16

How do I pay?

Accepted Answer

Deposits are made by Bank Transfer only. Remaining payment can be made by Bank Transfer or in Cash.

Question 17

Can I make changes to the design?

Accepted Answer

Yes! Please let us know 7 days ahead of the order date for any changes. This is to ensure we have everything needed for the new design.

Question 18

How do I cancel an order?

Accepted Answer

If you need to cancel an order, you must contact us with a written cancellation notice ASAP. If a cancellation occurs 7 days before the date of the event, all money will be refunded minus the deposit fee. Note ingredients and/or design elements are purchased at this point to ensure they arrive on time.

Question 19

What if I am not happy with my order?

Accepted Answer

Our aim is to provide all of our customers with fantastic products and great service. We provide imagery and videos of the order before collection/delivery, whereby at this point you should address any concerns so we can make amendments.

If you are unhappy with your order for any reason, please contact us within 24 hours of receipt of the order. Any complaint received over 48 hours after the order is delivered cannot be accommodated.

If there is a clear problem with the order, 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 our page. This is due to the fact that all products are hand-made from scratch and therefore there might be slight variations. Any inspirations images of another cake artist's work cannot be duplicated but will ensure the look is similar.

Therefore slight differences in the look of the cake to the images will not alone constitute a reason for a discount or refund.

Question 20

How do I leave feedback for an order?

Accepted Answer

We always love to hear from our customers. Please email us at thecupcakenestuk@gmail.com with your feedback or leave a review on Facebook.

FAQ's