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Support

Frequently Asked Questions

  • How will my package arrive? :

    Your parcel will arrive via our chosen courier, the cakes will be carefully packed in packaging that has been tested to ensure cakes arrive safely.

  • My order has arrived damaged or incorrect. What should I do? :

    We are very sorry to hear that your order is damaged, please contact our online shop team immediately on 0116 2402888 or online.shop@fionacairns.com and they will assist you accordingly.

  • How much notice do you need to make a cake? :

    We require 7 days notice to make and deliver a decorated cake. This is because our cakes are freshly baked and decorated to order and we need to let the icing set before we can deliver them. We think it’s worth the wait- the fresher the cake, the better!  However please see our ‘Need-it-now’ cakes for immediate dispatch!

  • Can I specify a delivery date? :

    To specify a delivery date, please select a date during the checkout process. Your cake should arrive within 2 days of this date.

    It is important to note that FedEx cannot guarantee the delivery will arrive “next day”. If this is vital to you we suggest you request delivery a day or two before the actual Birthday or event. We cannot be held responsible if the parcel does not arrive on the specified day.

    We do not deliver on weekends or Bank Holidays.

  • I need my order to arrive on a Saturday- can you deliver on a Saturday? :

    No. Unfortunately we do not deliver on weekends or Bank Holidays

  • There is a mistake on my order confirmation, can I get this changed? :

    If a mistake has been made on your order confirmation we will always do our best to get this changed. Contact us as soon as you realise on onlineshop@fionacairns.com or call the bakery on 01162402888.

  • Why can I not order a wedding cake for delivery? :

    Unfortunately we are unable to deliver wedding cakes due to the delicate nature of such an important cake; it is not possible for them to go through the courier’s process. However collection of our wedding cakes is most certainly welcome, anytime between 9am and 5pm Monday to Friday subject to prior arrangement.

  • Can I request slight design changes to the cake I want to order? :

    Unfortunately it is not possible to make changes (apart from a personalised message). We operate an extremely busy bakery meeting thousands of orders. If you would like a cake that is completely bespoke please contact us via contactme@fionacairns.com

  • I have ordered a gift, but it doesn't need to be delivered for a while. Is this OK? :

    When you place your order you can select a delivery day, so long as you give us seven days notice and it’s not a Bank Holiday. We are quite happy to ‘hold’ the order, and we will freshly bake the cake just before you need the cake to be delivered.

  • Should I keep my cake in the fridge? :

    Any product that you receive from our website should be stored in a cool dry place, and certainly NOT in the fridge! Once you have sliced the cake, cover the cut areas with cling film, or silicone paper to stop them from drying out. If stored in the fridge the cake will become drier in the middle and the icing will start to sweat.

  • How long will my cakes/biscuits last? :

    All products have an individual shelf life so please check the labels for each product. Sponge cakes last around 20 days, fruitcakes last for 3 months and biscuits last for 6 months.

  • Are the products suitable for vegetarians? :

    The majority of our cakes and biscuits are suitable for vegetarians; please check the individual product before ordering. Or if you have already received the item please look at the ingredients label where it will tell you.

  • Are your cakes and biscuits suitable for people with nut allergies? :

    We use a variety of different nuts within our cakes and biscuits. Please check individual product details for information. Although we do not have peanuts on sight, due to supplier methods we do advise that all products may contain any of the 14 allergens.

  • How many servings will I get from my cake? :

    This depends on the size slices are cut! However as a guide we recommend the following:

    Cake size Sponge cake portions Fruitcake portions
    4” Round: 4-5 Square: 4-6 Round: 5-7 Square: 6-8
    6” Round: 6-8 Square: 6-9 Round: 9-12 Square: 10-13
    8” Round: 12-16 Square: 16-20 Round: 14-18 Square: 20-24
    10” Round: 20-24 Square: 24-30 N/A
  • Can I have a personal message written on the cake? :

    Yes, we offer personalisation on a wide range of our cake. Please see each individual cake for options.

  • Do any of your products contain alcohol? :

    The majority of our fruitcakes do contain alcohol; please see individual ingredients lists to double check.

  • Where can I find the ingredients of the products on my order? :

    Each product that is delivered to you will have a label detailing all the ingredients and allergen information. All this information is also available on the product page on the website.

  • Do you deliver internationally? :

    We do ship internationally.  The delivery charge for your chosen address will calculate at the checkout.

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