FAQ's

You've got questions, we've got answers.

Online Ordering

What is the deadline for orders?

Same day cake orders: We’re proud to offer same day cake collections, but you will need to place your order by 2pm!

London next day delivery: You’ll need to order by 2pm the day before at the latest. Please note we don't offer next day delivery on all items.

Next day in-store collections: You’ll need to order by 2pm the day before at the latest. Please note we don't offer next day collection on all items.

Nationwide delivery: You'll need to order 3 working days before you need your goodies. Please note we don't deliver on weekends and can't deliver cakes Nationwide.

What is the minimum spend online?

The minimum spend for online orders is £10, excluding any delivery charges.

Delivery

What are your delivery options?

Click here to view the delivery options available.

In-Store Collection & Ordering

Do you offer collections?

We offer free in-store collection in all of our shops. 

Where do you have Konditor shops?

Click here to see the locations of our shops.

If I'm collecting an order in-store do I need to bring anything?

Bring a copy of your order confirmation to show to the cake shop assistant.

Can I place an order while I'm in the shop?

We’ll be delighted to take your order for any of our standard or personalised products in any of stores.

What is the cut-off-time for in-store orders?

We try to fulfil orders in the shortest time possible - if you are happy to collect we can often offer same day on our standard range. We also offer a while you wait service for inscribed cakes purchased in-store.

Telephone Ordering

Can I order over the phone?

Yes you can order any items over the phone, please call our Cake Line on 020 7633 3333. 

What is the cut-off-time for telphone orders?

We try to fulfil orders in the shortest time possible - if you are happy to collect we can often offer same day on our standard range.

I haven't received my confirmation email for my telephone order.

If you’ve ordered by phone and your confirmation email hasn’t arrived within 2 hours, please call our Cake Line on 020 7633 3333. 

Personalised Cakes

Can you personalise a cake for me?

We’ll be delighted to – you can ask us to personalise any of our cakes with any message, from ‘Happy birthday’ to ‘You never got me a cake when it was MY birthday’. You can order a personalised cake online or in-store.

Online Gift Cards

How can I spend my gift card?

You can spend your gift card online on all products including cakes, brownies, gifts or desserts. Unfortunately you can’t spend gift cards in-store or to book spaces on our events. 

You don't need to spend the entire value of the gift card, any unused credit will stay on the gift card.

If you have a query about your gift card please call our Cake Line on 020 7633 3333.

Changes & Cancellations

How do I change or cancel my cake order?

Standard orders: Call our Cake Line on 020 7633 3333 at least 24 hours before you're due to collect or have your cake delivered.

Nationwide orders: We need at least 48 hours notice for cancellations on orders being delivered Nationwide. Just contact our Cake Line on 020 7633 3333 to make any amendments or cancellations.

Allergen Information

How can I find out what's in your products?

Online: Every product on our website is accompanied by a list of allergens as well as a full list of ingredients.

In-store: You can refer to the label displayed by each product, or please do ask any of our team members and they’ll be delighted to help.

Important note – Although some of our products are free of wheat, dairy, soya, sulphites and/or nuts, they are baked in our own kitchens alongside other cakes which may contain those ingredients, so there’s always a possibility of cross-contamination.

Do you have any cakes for vegetarians or vegans?

Vegetarians: All of our cakesbrowniesgifts & desserts are perfect for you.

Free From: We have a selection of Vegan and Wheat Free cakes and brownies available.

Storage Information

How do I store my Konditor cakes & bakes?

Frosted Cakes: Keep them refrigerated in their cake box or an airtight container and they’ll stay fresh for up to 5 days. Remove from the fridge an hour before serving. 

Brownies: Keep them in an airtight container in a cool, dark, dry place and they’ll stay fresh for up to 5 / 7 days. Avoid the fridge.

Desserts: Keep them refrigerated in their cake box or in an airtight container and they’ll last for up to 3 days.

Biscuits: Keep them in their bags or an airtight container in a cool, dark, dry place. The sell by dates are on the packaging. Avoid the fridge.

Confectionary: Keep them in their bags or in an airtight container in a cool, dark, dry place. The sell by dates are on the packaging. Avoid the fridge.

Complaints & Returns

What if there is a problem with my cake?

The last thing we want is for you to experience disappointment with your cake, your delivery or anything else. So whether you’ve taken your cake home from one of our London stores or had it delivered in the UK, please call our Cake Line on 020 7633 3333 or email hello@konditor.co.uk and we’ll do our best to put things right.