Frequently Asked Questions (FAQ’s)

How long will my Cakey Monster take?

All orders are prepared to leave our Cakey Monster bake house within 24 hours. Please give an additional day (two to be on the safe side) for delivery. This means you can place an order right up until midnight and your order will be ready for dispatch within 24 hours. Remember to take into account, the delivery time in addition, which is normally within a further 48 hours.

How do I contact the Cakey Monster team?

You can email our Cakey Monster team at hello@cakeymonster.com or phone our Cakey Monster customer service department which is open 9am to 5pm, Monday to Friday on 020 7846 2136.

When will my order arrive?

The majority of our orders are dispatched via Royal Mail Click & Drop service within 48 hours of the order being confirmed. We deliver to any mainland UK address whether it be to a home or work address. This typically takes 48 hours, but please give a little more time to be on the safe side. Your cake can be delivered faster or via the Pet Safe delivery option within 24 hours but requires a signature.

You will receive an email once your cake is on its way and when it has been delivered.

My order still hasn’t arrived!

If your order has taken longer to arrive than you expected and you would like an update, please email our Cakey Monster team at hello@cakeymonster.com or phone our Cakey Monster customer service department which is open 9am to 5pm, Monday to Friday on 020 7846 2136.

Can you post products abroad?

At present it’s the UK only, but Cakey Monster is at language classes with his eye to the future.

My order has arrived and it’s not correct

Well let’s start with, sorry. Our Cakey Monster team hope that every one of our customer are happy with their order. However if there appears to be a problem with your order we want to help. So please email our Cakey Monster team at hello@cakeymonster.com or phone our Cakey Monster customer service department which is open 9 am to 5pm, Monday to Friday on 020 7846 2136. We will need your order number and registered email address to resolve any queries you may have so please include this in your communication. If you also include information about the fault then this will also help us come up with a speedy resolution.

How do I place an order?

When you have decided on the cake, gift box and card you wish to send, you will be guided to the personalisation page. Here, you enter your message, name and select style and colours. Once you are done, simply 'Add to Basket’ by clicking the button at the bottom of the page. When you add to basket, your personalised artwork will be processed. Then all you need to do is pay at the checkout and your order will be sent automatically to our Cakey Monster factory where our little monsters are waiting eagerly to start production.

I'm struggling to use the personalisation tool - what do I do?

You have a few options here. Firstly, you can follow the instructions on the website or read the above detailed in 'How do I place an order?' or if you are still struggling after trying these, we are here to help. Please phone our Cakey Monster customer service department which is open 9am to 5pm, Monday to Friday on 020 7846 2136 and our little monsters will take you through the personalisation process.

Why am I having payment problems?

If you are having problems with a screen error message showing, try entering your card details again on the Cakey Monster secure payment site, making sure you check that you are doing everything correctly. It is so easy to enter in the wrong CV2 / security code or an incorrect expiry date. If you are still having problems, phone our Cakey Monster customer service department which is open 9am to 5pm, Monday to Friday on 020 7846 2136.

If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email: hello@cakeymonster.com, letting us know the difficulty.

If the page is stuck on ‘processing payment’ and nothing is happening it may be that the payment has failed due to a time-out error. This is when your browser drops the connection during your payment, and does not give the payment page enough time to process the transaction. You can always call us to check if the payment has been successful or you can check yourself by going to ‘My Account’, followed by ‘Order History’. If the order appears at the top of your Order History list, then the order and payment has been successfully processed. If for any reason the payment has failed, your order will remain safe in your basket so you will not lose your order.

I have lost my log in details, what do I do?

It happens, don’t worry, just click ‘here’ making sure you enter your email address and select ‘Reset Password’ to receive a password reset by email.

I can’t log in to the website, what can I do?

If you cannot log in and your email/password is correct, please contact us with your contact details and we will be more than happy to help. If you are still having problems, phone our Cakey Monster customer service department which is open 9am to 5pm, Monday to Friday on 020 7846 2136.

Can I send cake boxes to someone other than myself?

Not only is this a resounding YES! but we are geared up to doing this. You can either have a Cakey Monster sent to you to pass on, or simply put the recipients details on the order and we can send it to whoever you would like.

What are the different payment options that I can use?

It is important that your payment remains safe, so we go out of our way to ensure we use a secure payment gateway. You can either pay by using your PayPal account or by credit / debit card via secure payment Worldpay.

Are my personal details secure?

Security is extremely important to us and we are totally committed to protecting your privacy. We use the latest in secure data protection and this is reviewed on-going for your protection.

Can I change or cancel my order?

If you notice a mistake, contact our Cakey Monster customer service team on 020 7846 2136 which is open 9am to 5pm, Monday to Friday. Please note that if your order has already been processed and sent to our Cakey Monster factory, we may not be able to change or cancel your order.

What are the delivery options that I can choose from?

Our delivery methods are standard or Pet Safe. Standard is by Click & Drop Royal Mail, and Pet Safe is a ‘signed for’ delivery service

Refund Policy

Royal Mail state that they aim to deliver 93% of 1st Class mail the next working day after posting but they are unable to provide a guaranteed service. Items that have not been delivered by Royal Mail five working days after the posting date can either be replaced or refunded. Please contact our customer service team and they will arrange to reprocess your order or action a refund. Unfortunately there is no tracking service available with Royal Mail for 1st Class post and items do on occasion get lost in the Royal Mail system.

What are reminders and how do they work?

If you find yourself forgetting birthdays, anniversaries, mother’s day etc. then set a reminder and we will contact you in good time. With Cakey Monster’s reminder service you will never have to worry about forgetting again.

Simply enter your special dates into your Reminder Calendar (in Your Account section) and we will send you a reminder leaving you time to arrange your card and gift.

It’s simple to use and a free service to all our customers.

The Website isn’t working properly?

If you are having difficulty using the site or you have received an error message please check the following:

If you have checked these and still cannot locate the source of the problem please contact us at hello@cakeymonster.com or phone our Cakey Monster customer service department which is open 9am to 5pm, Monday to Friday on 020 7846 2136. Please include the following information:

Why can I not proceed to order a Gift without completing a Gift Message?

All of our Cakey Monsters are sent with a personalised message as part of our service. This means that when you send a cake and card directly to your deserving person, they will know who it is from.

Is there anywhere on the site I can get allergy advice?

Yes, although all our cakes are made of natural ingredients, each cake has its own allergy advice information which you will find on the individual cake pages.