Frequently Asked Questions
Placing an Order
Same Day London Orders
Order to be placed before midday
Next Day London Orders
Order to be placed before 14:00 the day before delivery / collection (2 days for 13" cakes!)
Can be placed up to one month in advance
Order to be placed before 14:00 two working days before delivery
Please note: not all items will be available for all these services. Please see the individual product page for the order time for items.
Can I place my order online?
Yes. In fact, our website is the best place to place your order.
What is the minimum spend online?
The minimum spend for online orders are £10, excluding any delivery charges.
In-Store Collection & Ordering
Can I place an order whilst 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.
Do you offer in store collections?
We offer free in-store collection in all of our shops! Click here to see the locations of our shops and opening times.
When will my order be ready?
If your order is to be collected it will be available anytime during the store opening hours. Click here to see the store opening hours.
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 if possible.
Can I order over the phone?
Yes you can order any items over the phone, please call our Cake Line on 020 7633 3333 which is open Monday - Friday 9:00am - 5:00pm.
I haven't received my confirmation email for my telephone order.
If you’ve placed an order and your confirmation email hasn’t arrived within 2 hours, please call our Cake Line on 020 7633 3333.
What are your delivery options?
We have various delivery options available for both London and Nationwide delivery. Click here to view the delivery options available.
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're HOW old?!’. You can order a personalised cake online or in-store.
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
I'm in London - How do I cancel my order?
For any London delivery products from our core range that is not personalised please call our Cake Line on 020 7633 3333 at least 24 hours before you're due to collect or have your cake delivered.
For any London delivery personalised cakes please call our Cake Line on 020 7633 333333 at least 48 hours before you’re due to collect or have you cake delivered. Please note that for personalised orders there may be a £5 amendment fee if changes are made after this time.
For any London delivery brownie orders or other products please call our cake line on 020 7633 33333 at least 24 hours before you’re due to collect or have the goodies delivered.
How do I cancel my Nationwide order?
Nationwide orders: We need at least two working days notice for cancellations on orders being delivered outside of London. Please call our Cake Line on 020 7633 333333.
How do I amend my order?
If you would like to change anything about your order, if it’s about design, flavour or even delivery, please let us know at least 48 hours in advance on 020 7633 333333.
Please note we may not be able to amend or refund your order if we have less than 48hrs notice.
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?
Free From: We have a selection of Vegan and Wheat Free cakes and brownies available.
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 12 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.
Please note that all our products will have a use by date on the packaging!
Product Shelf Life
When pre-ordering online, our cakes have at least 3 days shelf life if kept in the fridge. See best before date on base of the cake for more precise dates.
Our brownies have a minimum shelf life of 7 days and our brownie slabs have a shelf life of 2 weeks.
Shelf life for our bagged products vary per item, but generally have a minimum of 1 month. Please see best before date on individual packs for reference.
If you would like to know more detail about a specific product please call our hotline and we can help with your query!
Wedding & Celebration Cakes
Can I order a Konditor wedding cake?
Yes! We do have a range of Celebration Cakes available. Please call our Cake Line on 020 7633 3333 or email email@example.com and we can talk about your ideas! Please note that all Celebration cakes will need at least 2 weeks notice.
Complaints & Returns
What if I'm disappointed with my order?
The last thing we want is for you to experience disappointment with your cake or anything else. So whether you’ve taken your cake home from one of our London stores or had it delivered please call our Cake Line on 020 7633 3333 or email firstname.lastname@example.org and we’ll do our best to put things right as soon as possible.