We’re currently working with a smaller than usual customer service team due to impacts from COVID-19. The email@example.com inbox is being checked daily, however, not as much as usual. If your enquiry is urgent please call 020 7633 333.
We're currently working on reduced opening hours in our shops, view the find us section on the website to see the shops opening hours.
What is the deadline for cake orders?
Same-day cake orders – We’re proud to offer same-day cake collections, but you will need to place your order by 2pm!
Next-day collection or delivery in London – You’ll need to order your cake by 2pm the day before at the latest. If you’re collecting, please bring your confirmation email with you.
UK-wide mail-order deliveries – Please order your treats by 2pm, 2 days before you need them. Unfortunately we can't deliver cakes UK-wide.
What is the minimum spend online?
The minimum spend for online orders is £10, excluding any delivery charges.
Deliveries & Collections
What counts as ‘London delivery’?
Delivery starts from £4.95, we can deliver to most postcodes in London.
Deliveries outside London?
Deliveries outside mainland UK?
To enquire about booking a delivery outside mainland UK, call our Cake Line on 020 7633 3333.
Do you offer collections?
We offer free in-store collection in all of our shops.
In-Store & Telephone Ordering
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 our London stores. Please be sure to bring your receipt if you’ll also be collecting from our store.
Can I order a cake over the phone?
Yes, for any standard, personalised or bespoke cake, please just call our Cake Line on 020 7633 3333. Please bring your confirmation email when collecting your order.
What is the cut-off-time for in-store or 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. We also offer a while you wait service for inscribed cakes purchased in-store.
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 back without delay on 020 7633 3333.
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 in-store, via the Cake Line or online.
Do you do bespoke cakes?
Our bespoke cakes are extremely popular with both private individuals and businesses. We produce some amazing creations, so we’d be happy to talk you through some ideas or take your own ideas and turn them into something really special. If you’d like a one-off bespoke cake, designed just for you, we recommend talking to one of our cake consultants either in-store or by calling our Cake Line on 020 7633 3333. Please bear in mind that we need between 48 hours & 7 days notice, depending on how detailed the cake design or size is.
Online Gift Cards
How can I spend my gift card?
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.
Bespoke orders – Call our Cake Line on 020 7633 3333 at least 72 hours before you're due to collect or have your cake delivered.
UK-wide deliveries – We need at least 48 hours notice for cancellations on orders being delivered UK-wide. Just contact our Cake Line on 020 7633 3333 to make any amendments or cancellations.
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?
Vegans – We have a selection of vegan cakes and bakes and update the range seasonally, so please keep an eye out for upcoming products.
How do I store my Konditor cakes & bakes?
Frosted Cakes – Keep them refrigerated in an airtight container and they’ll stay fresh for up to 5 days.
Brownies - Avoid the fridge, but keep them in an airtight container in a cool, dark, dry place and they’ll stay fresh for up to 5 days.
Mini Bakes - Keep them refrigerated in an airtight container and they’ll stay fresh for up to 3 days.
Desserts - Keep them refrigerated in an airtight container and they’ll last for up to 3 days.
Biscuits – Avoid the fridge, but keep them in an airtight container in a cool, dark, dry place and they’ll stay fresh for up to 2 weeks.
Confectionary– Avoid the fridge, but keep them in an airtight container in a cool, dark, dry place and they’ll stay fresh for up to 1 month.
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 Customer Joy Team on 020 7633 3333 or email firstname.lastname@example.org and we’ll do our best to put things right.