Frequently Asked Questions

Our cakes are much loved for their generous fresh cream, which features not just between the sponge layers but as part of the decoration on top and around the sides. If you'd prefer less cream, do let your local branch know when ordering so they can adjust accordingly. One tip: darkly coloured cream, sometimes used for design details, can taste slightly bitter, so we'd suggest requesting this in small amounts as decoration only rather than as a serving layer.

Yes. Our Vegan Collection is made without fresh cream, with a choice of Vegan Vanilla Buttercream sponge or Vegan Chocolate Sponge. Availability can vary, so please check with your local branch or our website for current stock.

Yes. We offer a range of decorative toppings, think chocolate, fresh fruit, and more, and we love creating decadent, personalised designs for every kind of celebration. To request a specific decoration or theme, get in touch with your local branch by phone, and you can add personal messages directly when ordering through the website.

It depends on the cake. If it's available through our Click & Collect range, you can often order it as little as an hour before you need it. For anything more bespoke, it's best to call your local branch and ask how much notice they'll need for that specific design. Whatever the timeline, we promise your cake will be freshly made for the day you need it.

We don't use nuts as an ingredient in our cake-making process, but some of our designs use nuts as a decorative topping. Because of this, we're unable to guarantee that any of our cakes are 100% nut-free. If you or a guest has a nut allergy, please speak to your local branch before ordering so they can advise on the safest options.

Our cakes contain no meat, alcohol, or any animal products except milk and cream, which means they're widely acceptable to Muslims, Hindus, Sikhs, and Christians. If Halal certification is important for your occasion, we'd recommend confirming directly with your local branch.

We're sorry to hear your plans have changed. As we generally decorate cakes on the day of collection to guarantee freshness, refunds can't always be offered. If you've paid a deposit and have a genuine reason to cancel, please contact your local branch as soon as possible. Provided your cake hasn't yet been made, we may be able to arrange a refund.

Not necessarily. Availability of delivery versus collection varies by store, so it's worth checking what's on offer at your local branch when you place your order. If you'd like someone else to collect on your behalf, that's absolutely fine. Just make sure they have your order form, or your name and order number, to hand. We'd also recommend asking them to send you a quick photo of the cake once collected, so you can check you're happy with it before leaving the shop.

Our cakes are delicate, and delivery relies on external drivers who take real care to transport them safely, particularly larger or more elaborate designs. Delivery charges reflect this careful handling as well as distance, and they can vary depending on your location and the store fulfilling your order.

Our drivers will attempt delivery within your chosen time slot and will try to contact you by phone if there's a delay. On arrival, they'll knock and call if there's no answer. If they still can't reach you, the cake will be returned to the shop, and it becomes your responsibility to collect it from there; we're unable to re-attempt delivery. If a driver isn't available to fulfil your delivery at all, we'll notify you and offer either collection from the store (with a refund of the delivery charge) or a full refund if you'd prefer to cancel.

Please check your cake as soon as it arrives and contact your local store straight away if there's a problem. Because cakes are delivered by third parties, very minor imperfections can occasionally happen and we'd ask for your understanding here. If your cake is significantly damaged, however, take photos and, where possible, return it with the driver so the store can process a refund.

Our cakes are fragile, especially larger designs, and drivers may need a hand carrying them safely into your home, particularly up stairs or through doorways. We'd really appreciate your help in these moments, as our drivers may not always know how delicate a particular cake is.

We're sorry to hear your plans have changed. As we generally decorate cakes on the day of collection to guarantee freshness, refunds can't always be offered. If you've paid a deposit and have a genuine reason to cancel, please contact your local branch as soon as possible. Provided your cake hasn't yet been made, we may be able to arrange a refund.

Since June 2018, Cake Box has been owned by Cake Box Holdings PLC, a Public Limited Company listed on the London Stock Exchange. Its shares are held by its directors, large professional investment institutions, and members of the public. Like our individual franchise owners, our directors come from a diverse range of racial, religious, and ethnic backgrounds, and the company does not support any political or religious causes in the UK or abroad.

Cake Box began in 2008 with a single store in East London, built on a simple idea: bring delicious fresh cream celebration cakes to the UK market without using eggs. That founding idea came from the founders' own lacto-vegetarian background, and it's grown, through a network of licensed franchisees, into a family of 300+ stores across the country, with more opening every month. We still hold on to the same family values today, treating every customer as part of the Cake Box family and every cake as if it were made for one of our own.