Frequently Asked Questions

Do you bake allergen free cakes?

Unfortunately, we are NOT able to produce Allergen Free cakes and other baked goods.
Even though every effort is taken to prevent cross-contamination, by storing baking ingredients separately from our family’s ingredients, we CANNOT guarantee that there won’t be traces present on machinery, utensils or airborne contaminants. We advise that you find a baker who can guarantee a safe, dedicated, allergen free environment. Most of our recipes contain, but not limited to, the following ingredients: EGGS, DAIRY (butter and/or milk), SOYA, GLUTEN (wheat). If you are concerned about any ingredients in our cakes, we will be happy to provide you with a list of ingredients upon request.



Can you make vegan cakes?

Yes. We can bake using recipes that are “free from” certain ingredients for religious and/or dietary requirements, our recipes can be adjusted at your request. For example: EGGS and DAIRY products may be replaced with alternative recipes and use vegetable or plant-based spreads or alternative milk.
If you are concerned about any ingredients in our cakes, we will be happy to provide you with a list of ingredients upon request.



How far in advance do I need to book?

For single tier celebration cakes at least 2 weeks advanced booking is desired, but not necessary. If there is availability your order may be accepted with less than 14 days’ notice. It is preferred that orders for wedding cakes and multiple tiered cakes are ordered at least 3 months in advance of the date of the event.



Do I have to pay a deposit?

Your order will be secured upon receipt of a non-refundable booking fee which will be based on the total value of your order. This booking fee secures your order for the date you require and covers admin costs relating to your order. If you cancel your order, your retainer fee will not be refunded. Non-refundable booking fees are worked out as follows: Order Value: Non-Refundable Booking Fee due:
Orders Under £70.00 £20.00
Orders £70.01 to £200.00 £35.00
Orders £201.00 to £500.00 £60.00
Orders £500.01 and up £100.00 We reserve the right to cancel your order if your non-returnable deposit and signed Terms and Conditions have not been received within 7 days of our booking email/invoice. Your remaining balance is due 24 hours prior to your delivery/collection date for single tier celebration cakes.

For orders with less than 14 days advanced booking, you waive your rights to our cancellation policy and payment in full is required within 24 hours of receipt of your invoice. Your order will not be secured until your payment and signed terms and conditions of sale have been received.



How can I pay?


Payments by PayPal*, Cash or Bank Transfer are accepted. The relevant payment information will be provided upon request. *PayPal charge a fee for business transactions, if you would like to pay by PayPal, the cost of the transaction fee will be added on to your remaining balance.



Can you put bottles of alcohol on my cake order?

If you wish to have miniature bottles on your cake, please purchase them to put on the cake yourself. You may deliver the bottles to us and we will place them on the cake for you. Unfortunately, we do not hold the required license to sell alcohol and therefore unable to purchase the alcohol to sell with your cake.



Can I make changes to my order?

Possibly. Depending on the timescale or the nature of changes. Changes may incur extra charges or a reduction and you will be advised of such changes and your order balance will be adjusted. A new invoice will be sent to you by your preferred contact method. You must acknowledge your confirmation of these charges and additional charges. You may not make any changes that result in a reduction in price by more than 10% of the original value of your order.



Can you copy the cake exactly like “this photo”?

All cakes are handmade. Cake designers have their own unique style, if you have provided an image of another designer’s work there may be slight variation between the two cakes. Colours may vary slightly due to different brands of food safe colourings. We reserve the right to make any changes to the design at any point, without notice. It may be necessary to make changes to the design before delivery if we believe that the cake may be compromised, if there are circumstances beyond our control such as hot weather that might compromise the finish of the cake. Every effort will be made to keep as close to the original design as possible. To protect Cakes by Jo Thompson from potential copyright infringement prosecution. We may suggest making a generic theme based on the cake you require. For example: we can make an ice palace cake, under the sea mermaid, or cowboy themed cake. If you would like, for example Disney princesses, we can purchase official merchandise on your behalf to add to your cake. The cost of these items plus any shipping costs will be added to your invoice. Alternatively, you may choose to add non-authentic items to the cake after it has been delivered/collected.



Is everything edible?

Your cake may contain non-edible items (dowels, cocktail sticks, ribbon, florist wire, flower tape, supporting structures, boards, flower picks, etc.). You will be advised if any of these items are present in or on the cake (excluding ribbon secured to a cake drum.) It is your responsibility to ensure that these items are removed before consumption.



Can you deliver my cake?

Orders over the value of £60 qualify for free delivery within a 5 mile radius of our premises (additional miles will be charged at £0.45 per mile for a return journey (in addition to Humber Bridge Tolls, if applicable). Charges for delivery will be added to your invoice for payment. Delivery for orders less than £60 will be charged at £0.45 per mile for a return journey (Humber Bridge Tolls may also be charged).
If your order is to be set up at a venue for your event (e.g. your wedding), additional charges based on our hourly rate will be incurred, for time setting up your cake. These will also be added to your invoice.



When and where can I collect my order?

Collection is from our premises in Hessle, East Riding of Yorkshire, HU13 at a mutually agreed time. Full address details will be provided with your invoice. Times may be restricted on weekday orders due to family/school schedules, please discuss your timing requirements when ordering. Unless agreed otherwise, standard collection times are: Monday to Saturday between 9am and11.30am or Monday to Friday between 4pm and 6pm.



How do I transport my cake?

If you are collecting the cake and transporting it yourself. place the cake box on a flat surface, in the boot or front passenger foot-well of your vehicle, with the heating turned off and air conditioning turned on cool. If the cake is transported while on a seat or knee of a passenger, it is likely to cause damage to the cake. We will not accept any responsibility for any damage to your cake after it has left our premises or after we have delivered it. Most cakes are filled with buttercream and covered with sugar-paste icing, which may be at risk of becoming unstable if the temperature gets too warm. Please keep the cake in a cool dark place away from direct sunlight. In warmer months it may be necessary for you to bring your own Ice or freezer packs when collecting your cake to help keep the cake chilled on the journey to the venue or your home.



How many portions can I get from my cake?

Portion and serving guides are an approximation, the final serving size will depend on how the cake is cut. We advise that you use this cutting guide to get the most servings out of your cake.



How do I store my cake?

Sugar-paste covered cakes should not be refrigerated as this will cause condensation and may affect the design. The high sugar content of the icing will keep the cake underneath moist and fresh up to 3-5 days. After the cake has been cut we advise that you store the cake in an airtight container.
Buttercream cakes require immediate refrigeration. They should be served at room temperature, so please remove the cake from the fridge no more than one hour before the event. We recommend buttercream decorated cakes are consumed with 3 days.



How long will my cake last?

All cakes are made using good quality fresh ingredients and therefore do not have an extended shelf life. Your cake will be baked and decorated so that it is fresh on the date of collection/delivery. Your cake should be consumed within 3-5 days. In most cases freezing will be safe for any leftover cake. If freezing is not recommended, you will be advised at the time of collection/delivery. If your cake is covered in sugar-paste, it should be stored in a cool dark place away from sunlight. If your cake is buttercream, it should be stored in the fridge. Approximately one hour before serving, remove from the fridge and allow it to come to room temperature. If you have a buttercream cake with sugar-paste decorations/figures/models/etc. You are advised to remove them before placing the cake in the fridge. The moisture from your fridge may make the decorations go soft and melt.



Can I post photos of my cake on social media?

All images remain the property of Cakes by Jo Thompson. You are welcome to share images of your cake on social media but please tag @cakesbyjothompson or use the hashtag #cakesbyjothompson on your post.
We will share photos of your cake on our social media pages (including, but not limited to: Facebook, Instagram, Pinterest and Cakes by Jo Thompson website). We try not to share images prior to your event date - so as not to ruin any possible surprise event.



How do I cancel my order?

Orders cancelled with more than 14 days of the booking date will be subject to our Standard Terms for Business refund policy. Should you wish to cancel your order, your non-returnable booking fee will be retained. In some circumstances your retainer may be transferred to a new order within 6 months of the cancellation date (subject to availability). If you cancel your order in less than 14 days, your retainer is non-returnable and non-transferable. If cancellation occurs within 72 hours of the collection/delivery date, your retainer is non-returnable and we also reserve the right to seek payment for the remaining balance of the cake.
Refunds will be processed subject clause 3.3 of our Standard Terms for Business policy and we reserve the right to retain your non-returnable booking fee. Cancellations must be sent via email to: Cakesbyjothompson@gmail.com. We will acknowledge receipt of your intention to cancel, by way of a reply.



What happens if you get ill and can’t bake our cake?

If, in the unfortunate event, that we have to cancel your order, your retainer and any payments that you have made will be refunded in full. We will do everything in our power to provide you with cake for your event, even if it is a display cake. Where possible we will recommend alternative local bakers, who may be able to help.



How do I make a complaint?

If in the unfortunate event that you wish to make a complaint, this must be made in writing to Cakesbyjothompson@gmail.com within 24 hours of receipt of your order. The remaining cake (at least 75% of the original cake) must be returned to us within 48 hours with at least 80% of the cake remaining. No refunds will be processed without the return of the cake/order. Refunds will be issued at our discretion. You may receive a discount on a future order. Photographic evidence is always taken of your cake prior to delivery or collection. If we have delivered your cake to a venue we will also take photographic evidence once your cake has been set up. We will not be held responsible for any damage incurred to the cake after this point.



Thank you for choosing Cakes by Jo Thompson to make your special cake and hope that you are totally satisfied with the service that you receive.  Please share your photos of our cakes on social media and tag us using @cakesbyjothompson and #cakesbyjothompson.  Don’t forget to leave us a Google review and recommend us on Facebook. 
 
Jo Thompson,
October 2020