FAQ & Delivery

ORDERING

Have a question about ordering your cake? Hopefully we have all your questions covered below, but if you can’t find the answer here, feel free to get in touch with us.

How do I place an order?

You can place your order directly on this website. If you are experiencing any difficulties in placing your order, please feel free to contact our customer service by email: hello@confectionbyrosalindmiller.com or by phone 0207 635 5447.

For bespoke orders please head to Rosalind Miller Cakes (via the link on this site or directly via Rosalind Miller). 

Can I place an order over the phone?

Yes. We can take orders over the phone, ideally however, please order via the website.

Do I have to have an account to place an order?

You don’t have to have an account to place an order.

How do I find the prices?

Please see our prices on the individual product pages.

How far in advance do I need to place an order?

Our team can turn your cake order around in no time at all. Our cakes have different production lead times but mostly vary between 2 to 3 full working days. Although we are super speedy, we always advise to book as far in advance as you can, as we can get booked up very quickly and may be fully booked or unable to take your order for a certain date.

When is my order confirmed?

Online orders are not confirmed until you receive an order confirmation by email and an email from our team to confirm your delivery date. We can’t confirm any orders until they have been paid for. If you don’t receive an email confirmation please call or email our sales team on: 0207 635 5447 or hello@confectionbyrosalindmiller.com to check the status of your order. For phone orders, we will also email you an order confirmation and receipt so please get in touch as soon as possible if you haven’t received this.

I have not received an order confirmation email – what should I do?

Please make sure to check your spam/junk email; if you don’t see an email from us, please make sure to contact our sales team on: 0207 635 5447 or hello@confectionbyrosalindmiller.com.

Can I change my order?

Yes you may be able to make some changes to the content of your order as long as we have the ability to accommodate the changes. All changes must be confirmed with us in writing/email at least 3 full working days before the delivery date. Not all changes will be possible, and some changes may incur an extra cost. This applies to delivery dates and delivery addresses as well changes to the order.

Can I order a bespoke cake from you?

We don’t offer bespoke cakes at Confection by Rosalind Miller. For all bespoke celebration cake enquiries (as well as bespoke wedding cake and dessert table enquiries) head over to www.rosalindmillercakes.com.

DELIVERY

Do you deliver?

Yes! Our lovingly hand-decorated and baked-to-order cakes and Sweet Treats can be conveniently delivered to your door in 2-3 full working days depending on the product. 

Where do you deliver and how much does it cost?

We deliver our cakes to most Greater London postcodes for £25.  Delivery to other London postcodes and some areas outside Greater London is available on request. Get in touch with us for a quote and to place your order.

We deliver biscuits from our Sweet Treats range by First Class Post.

What days and time will you deliver? Can I request a guaranteed specific date and delivery time?

Choose your preferred delivery date at checkout. We will contact you to confirm your delivery date. In the unlikely event we can't deliver on your chosen date, we will offer an alternative date or issue a refund if the order is cancelled within 48 hours. Delivery windows are morning between 10am to 1pm and afternoon/evening between 1pm to 7pm (possibly later if postcode is very far from our studio or outside Greater London). You can select a morning or afternoon/evening window for delivery at the checkout. Unfortunately we cannot arrange or guarantee specific delivery times. You will receive a notification of a 1 hour window for delivery by our courier service once the delivery has been booked (however, please note, we cannot guarantee these timeframes).  

Do you deliver on weekends and Mondays?

You can choose delivery on Tuesdays to Fridays for orders placed on the website.

We can deliver outside of these days (additional delivery charges apply). Please contact us to arrange delivery outside of Tuesday to Friday. 

We are closed during the weekends. Any orders placed over the weekend will require a minimum of 2 to 3 full working days notice (depending on the lead time for the cake)

How are the cakes and sweet treats delivered?

Our cakes are hand delivered by our trusted delivery service and our biscuits are delivered by First Class Post.

Can I pick up my order directly from your studio?

Collection from our Brockley studio is available from Tuesday to Friday, between 10am to 5.30pm. Just choose 'Collection (No Delivery Required)' at checkout. If you complete your transaction, have chosen this option by mistake and would like your cake delivered, we will need to contact to take payment for the delivery.

Does someone need to sign for the delivery?

Yes. All our orders are delivered with a delivery note which needs to be signed for. Please make sure to provide a contact number for the person receiving the delivery on the day.

If you are happy for your delivery to be left with a neighbour (signed for), please specify with detailed instructions in the ‘Special Instructions’ in the cart.

We can accept no liability after delivery if the items have been delivered to an alternative delivery option as specified in the ‘Special Instructions’.

What happens if I missed my delivery?

If no one is there to receive the delivery at the delivery address, we will attempt to arrange a redelivery at an additional charge. We may be able to arrange a redelivery on the same day, or the cake will be returned to our studio and we will hold it (time dependant on type of cake) and arrange a redelivery with you on another day (excluding on Saturdays and Sundays). The additional charge will include the cost of returning the cake to our studio. Please note, in these instances we will not be able to redeliver the cake until any additional delivery charges have been paid for. 

PRODUCT INFORMATION

Please note, all our products are handmade so slight variations in appearance may occur.

What is the shelf life of your cakes?

The Celebration Collection cakes should ideally be consumed within 5 days from delivery and The Botanical and Gourmet Collection within 3 days. Shelf life information can also be found on the individual product pages (please refer to these for other product shelf lives).

Please note that sponge cake needs to be eaten as soon as possible after being cut as the sponge will begin to dry when in contact with the air.

Do the cakes need to be refrigerated? How do I store the cake?

We advise that all our cakes should be stored in the box in a cool room, somewhere where they will not be moved or knocked. Fondant iced cakes or cakes decorated with sugarpaste decorations should not be stored in a refrigerator.

Will a list of allergens be provided with my order?

We provide allergen information with your cake order and you can also find this on the product page of each cake. All our cakes are made with milk, eggs, and wheat (gluten) and produced in a kitchen handling nuts and soya.

Do you offer gluten free cakes?

We may be able to offer a gluten free option for some flavours and cakes (not The Gourmet Collection). However, as we handle a lot of wheat flour in our kitchen, our gluten free options are strictly NOT suitable for coeliacs. For any allergen requests and enquiries please get in touch with our sales team on: 0207 635 5447 or hello@confectionbyrosalindmiller.com.

Do you make wedding cakes?

We don’t offer wedding cakes at Confection by Rosalind Miller but luckily we do specialise in incredibly detailed and beautiful bespoke wedding cakes at Rosalind Miller.

Do you offer dessert tables?

Our cakes and sweet treats are perfect for creating your own dessert displays. And if you’d like us to create a bespoke dessert table for you you’re also in luck. Head over to the Rosalind Miller site to see some of our past creations and to get in touch to discuss your bespoke dessert table.

PAYMENT

Which online payment options are available?

We accept all major credit and debit cards.

Is payment secure?

All payments made through our website and the information linked to orders placed on our website are secure. Everything is encrypted and protected by our online payment platform. 

Is an invoice sent with the package?

No invoices will be sent by email to the client placing and paying for the order. 

RETURNS, CANCELLATIONS & DAMAGES

Do you accept product returns?

For food hygiene reasons and because everything we bake is made to order, we cannot accept any returns.  

What is your cancellation policy?

As everything we bake is made to order, and once we receive an order we book it straight into our schedule, and depending on the lead time, may start production immediately. Therefore, we unfortunately cannot accept any cancellations after a certain time. If you have placed your order and wish to cancel it there is a 1 hour window in which you can do so. Please contact our sales team within the 1 hour window and we will cancel the order and arrange a refund.

What should I do if my order is damaged in transit?

If you notice that your order has been damaged on receipt, please send us pictures of the damage via email and as much written detail as possible within 24 hours of receiving your order. Contact our sales team on: 0207 635 5447 or hello@confectionbyrosalindmiller.com.

© 2018 Confection by Rosalind Miller.|Rosalind Miller Cakes ltd. 108422674|Vat Reg No. 111677529