Can't find the answer to your question? Send us an email and we will get back to you as soon as we can.

Rewards Club

Homepage

Account

Shop

Book Afternoon Tea

Corporate

Wishlist

Cutter & Squidge

We&apos;re so sorry to hear this &#x2014; that&apos;s absolutely not the experience we want you to have, and we&apos;re going to make it right as quickly as possible!To help us resolve this swiftly, please send us the following as soon as you can:<ul><li style="font-size: 16px;">Clear photos of all items received</li><li style="font-size: 16px;">Photos of any labelling on the box (including labels on the underside of the box)</li></ul>Please reply to your order confirmation email with the images attached. We&apos;ll get this sorted for you as a priority.

We are so sorry you have received incorrect or damaged goods. We want to be able to fix this swiftly for you, so please send us photos showing the items delivered together with photos of any labelling on the box, including labels which might be on the underneath of the box. You can submit a request in the top right hand corner of this screen, or if you have already emailed, please feel free to follow up with attached images, and we can help fix this for you as quickly as possible.

I have received the wrong item/my item is damaged

Delivery

What is a Biskie?

How long will a Biskie last?

What is the difference between your cakes?

Which cakes can I order for Nationwide delivery?

What are Nationwide Naked Celebration Cakes?

Why did you change your Naked Cakes?

Do you make custom or bespoke cakes?

Where can I find the ingredient lists?

Do you make sugar free cakes?

Help! My brownies have melted, can I put them in the fridge?

Are your products suitable for pregnant people?

Can I personalise the product?

What  does 'all natural' mean?

Can I freeze my products?

What are the new Cutter & Squidge Nationwide Covered Celebration Cakes?

What flavours are available in the Nationwide Covered Celebration Cake collection?

What sizes are the Nationwide  Celebration Cakes available, and how many people do they serve?

How much do the Nationwide Covered Celebration Cakes cost?

Are the Nationwide Covered Celebration cakes available year-round, or are they limited edition?

What is the difference between the new Nationwide Covered Celebration Cakes and the existing London-only covered cakes?

Do you deliver the Nationwide Celebration Cakes across the whole of the UK?

Is free delivery included with the Nationwide Covered Celebration Cakes?

Do you offer next-day delivery on the Nationwide Covered Celebration Cakes?

Can I collect a Nationwide Covered Celebration Cake from your Soho store?

Our Products

Do you offer next-day delivery on the Nationwide Celebration Cakes?

What sizes are the Nationwide Celebration Cakes available, and how many people do they serve?

How are the Nationwide Celebration Cakes packaged for delivery?

What are the gel ice packs in my Celebration Cake box?

My cake has been delayed by the courier — will it still be fresh and safe to eat?

What is the chocolate disc / personalisation topper, and where do I find it?

Can I customise the flavour, decoration, or size of my Celebration Cake?

Are the Nationwide Celebration Cakes suitable for vegetarians?

My Celebration Cake has arrived and the buttercream looks dry and old — is something wrong?

Nationwide Delivery Celebration Cakes

Do you make dairy-free cakes?

Do you make egg-free cakes?

I am pregnant, are your products safe to eat?

Do you make anything that is both vegan and gluten free?

Are your products suitable for vegetarians?

Are your products suitable for vegans?

Are your products gluten-free?

What dietary restrictions do you cater for?

Do you offer nut free products?

Is the wheat-free range suitable for coeliac diets?

Do you cater for allergies?

Dietary & Allergen Information

Can I order over the phone?

What do you deliver to my area/postcode?

Do you offer free delivery?

Do you deliver on Bank / Public Holidays?

The postcode checker is getting stuck/I am having trouble ordering?

When should I order?

Can I add a gift note/message?

I want to place an order to send to multiple address, can I do this?

Can I order biskies or other treats for my company?

Can we not include prices with the order? It's a surprise!

I need to edit or cancel my order

My order confirmation email hasn't arrived. What should I do?

There is an error on my order confirmation

My order is a surprise, what if they miss the delivery?

Can I give you an international contact number?

My order is being delivered to a venue/restaurant/someone else's address

How do I print or download a VAT invoice?

Can I order biskies for my wedding or party?

What is your cancellation policy?

Can I change my address

I want to change something else on my order

Do you show billing details on the order?

Can I order for delivery today?

I need to add a discount code to my order

Can you deliver to a Hospital?

I have my tracking link can I change delivery dates, delivery time or delivery address?

Can I collect my order from?

Do you deliver to military bases or BFPO addresses?

Do you do next day delivery?

Ordering Online

I haven't received my delivery tracking link

Where do you deliver to and how much does it cost?

Can I choose a specific delivery date and time?

My delivery date is missing from my confirmation email

Where can I collect my order from?

Do you offer same day delivery?

My order is out for delivery and I need to amend the delivery instructions

What’s your refund and return policy?

Where is the gift note placed in the order?

What should I do if an item is missing from my order?

My order has been delayed, will it still be fresh/edible?

Why does my product look like it has mould?

When will my order be delivered?

Can I have my order delivered to a PO Box?

My candles are missing

My personalisation disc is missing

My parcel was delayed and now my cakes/items are not fresh.

My parcel was delayed and now my clotted cream is not fresh.

The frozen pouch is warm and products are no longer fresh

What is Clearpay?

How do I use Clearpay at checkout?

Where can I use Clearpay?

Who can use Clearpay?

How does the Clearpay payment schedule work?

What happens if I can't make a Clearpay payment?

When will my items be delivered if I use Clearpay?

Is there a spending limit on Clearpay?

Can I use a gift card or discount code alongside Clearpay?

How do I get a refund for an order paid with Clearpay?

Where can I find out more about Clearpay?

Clearpay

What size wedding cake should I order?

Can I order a 4-tier wedding cake?

What wedding cake flavours do you offer?

Do you cater for dietary requirements?

A wedding cake design I've seen before isn't showing on your website.  Can you still make it? wanted is no longer on the website. Can you still make it?

Can my florist dress the wedding cake with fresh flowers?

The Range

How much notice do you need?

Can I change my order after booking?

Can I cancel my order?

I can't add carrot cake to the bottom tier of my wedding cake?

Ordering

Do you deliver to my venue?

Will you set up the cake at our venue?

Do you offer wedding cake tastings?

I haven't received my wedding cake sample tin credit note. What should I do?

Tastings and Samples

How should we store and display our wedding cake on the day?

Care & Handling

Wedding Cakes

What is the white gel pouch in my order?

How long will my cake last?

How long will my product last?

What type of clotted cream comes with my order?

How do I store and care for my clotted cream?

Cake/Treats Care & Storage

How do I join The Squidge Society?

What are the benefits of joining The Squidge Society?

How do I refer a friend?

How do I check how many points and rewards I have?

Can I earn points for past purchases?

Will I still earn points if I use a discount code?

When will my points be approved?

When do my points expire?

How do I unlock Early Access?

How can I leave The Squidge Society?

How do I redeem my free gift?

Why has my tier changed?

When should I use my code?

How long can I enjoy my discount?

Can I use a different email address?

Can I use my code on a past order?

Can I combine this code with other offers?

Are there things my code can’t be used on?

Does the discount cover shipping?

Rewards & Loyalty

Can I book afternoon tea at your Soho store?

Are your stores open for collection or pickup?

Soho Store & In-Store Afternoon Tea

Can I send gifts to multiple addesses?

How do I place a multi-address order?

How many people can I sends gifts to?

Can I send different products to different people in the same order?

Can I include a personalised gift note for each person?

Where do you deliver multi-address orders?

I can't find the product I want to send

Will prices be shown on the deliveries?

I want to order a bespoke sleeve for my gifts

What happens if a delivery is missed?

What about dietary requirements across a group?

Can Cutter & Squidge help with corporate Christmas gifting?

Sending to Multiple Addresses

Can Cutter & Squidge help with corporate gifting?

What products are available for corporate orders?

Is there a minimum order for corporate gifting?

How does corporate pricing and volume discounting work?

Can I use a promotional discount code on a corporate order?

How far in advance do I need to place a corporate order?

Can I add branded packaging or sleeves to my corporate order?

How and when do I pay for a corporate order?

Where do you deliver corporate orders?

How do I place a corporate order?

Are your products suitable for diverse dietary requirements across a large team?

I have received the wrong item/my item is damagedUpdated a month ago