Frequently Asked Questions

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Please complete the order form and return to helen@ockbrookcakes.co.uk , I will endeavour to contact you within 24 hours to confirm your order and provide details for payment/deposit. Orders will not be accepted via social media.

To avoid disappointment please give as much notice as possible for your order. However, I will accept short notice orders (within 3 days) subject to availability.

A 50% deposit (total value of the cake/s and delivery price if applicable) is required to secure your order and chosen date. Payment can be made by BACS or cash.

Once an order has been confirmed by Ockbrook Cakes, the deposit needs to be paid within 24 hours to secure your order. The deposit will be deducted from the total value of your order and final payment will be due prior to collection. If paying by bank transfer please allow 2 working days for payment to clear. 

Your cake or cupcakes are baked to ensure they are fresh for the date of collection/delivery and should be consumed within 2 days. I cannot guarantee the quality if consumed after more than 48 hours. My cakes are made entirely of natural ingredients, so they do not have the extended shelf life of most supermarket cakes, which contain additives and preservatives to ensure their prolonged life.

Your cakes need to be kept in a cool, dry room and should not be refrigerated unless advised otherwise. Exceptions are cakes with Cream cheese frosting which should be refrigerated.

Collection of all orders is from Ockbrook, Derbyshire. Collection times will be agreed with Ockbrook Cakes and are dependent on time slot availability on the date. During peak times (Christmas, Mother’s Day etc.) there may be set collection times.

Cakes will be considered for free delivery on wedding package orders, or orders in excess of £250. Delivery charges are applicable if more than 20 miles from Ockbrook. 

However, if you require delivery, please email to discuss as it may be possible. I will always do my best to help.

Vegan vanilla cupcakes can be made on request.  

In short, I'm afraid I can't. Please be aware that although ingredients such as nuts and other allergens may not be in the products, they are still used in my kitchen, so I cannot guarantee that any of my cakes are allergen free. If you chose to place an order this will be at your own risk. I do not produce gluten free or dairy free products.

Allergen labels will be placed on the packaging of every order and allergens highlighted from list of 14 recognised allergens: celery, cereals, crustaceans, eggs, fish, lupin, milk, molluscs mustard, peanuts, sesame, soybeans, sulphur dioxide and sulphites and tree nuts. 

 Wedding package or special order cancellations:

As your wedding cake and/or special order booking is reserved solely for you and certain components for your cake/s may be ordered months in advance, the following conditions are implemented when an order is cancelled:

· 90 or more calendar days from delivery date – the booking fee will not be refunded  but any other monies paid will be returned

· 31 to 60 calendar days from delivery date – 75% of the total cost will be payable

· 0 to 30 calendar days from delivery date - 100% of the total cost will be payable

· Wedding cake/special order cancellations must be made in writing

Cupcake and bouquet order cancellations

The following conditions are implemented when an order is cancelled:

· 10 or more calendar days from delivery date – all monies will be refunded

· 4 to 9 calendar days from delivery date- credit note will be issued to the value of the product

· 0 to 3 calendar days from delivery date - no refund will be issued.

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Please note that where any custom items are ordered such as cake toppers, the cost of these will be deducted from the value of any refund regardless of the date of notification of cancellation.  This is due to us having to order custom components often weeks in advance due to supplier lead times. 

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All cancellations must be made in writing via email and the date will be based on the date/time the email was sent.  Social media messages will not be accepted.