FAQ

Heriots Patisserie FAQ

 

Delivery:

I require cake delivery on Tuesday, what delivery date should I choose? 

Please place your order by 6pm the Monday before. After your cake has been baked and decorated, it will be be delivered to you in a refrigerated van.

How quickly can you deliver my cake?

All of our cakes are hand finished and packed to order. The quickest we can deliver is next day, but you must order before 6pm! 

Our home delivery service runs from Monday – Sunday to post codes within a 9 mile radius from our Harrow & Wealdstone branch. 

Who will deliver my cake? 

Your cake will be delivered by our trusted Heriots drivers in one of our refrigerated vans. On the day you will receive an e-mail with a delivery window. 

Do you offer safe delivery? 

Yes, your cake is handled with utmost degree of care at all stages of preparation. Once it is placed in our refrigerated van, the driver takes extra care to ensure safe delivery.

How will my cake be delivered?  

After your cake has been baked and decorated, it will be be delivered to you in a refrigerated van.

How much is delivery? 

Our delivery cost is £4.95.

 

Products: 

I'd like to order a bespoke cake?

Unfortunately, we are not currently offering a bespoke cake service. However, we do have an extensive range of cakes available on our website for home delivery. 

How tall are your Celebration Cakes?

All of our Celebration Cakes are 6” tall. 

How tall are your Gateaux?

All of our Gateaux are 3” tall.

How many people do your cakes serve?

Our 6” Celebration Cake serves 10 to 12.

Our 8” Celebration Cake serves 20 to 24.

Our 6” Gateau cake serves 4 to 6.

Our 8” Gateau cake serves 10 to 12.

Do you have sugar free or low-calorie products?

We currently do not make sugar free or low calories cakes or products.

Can I combine designs and flavours? 

Our full range of products is available to view on our website. We do not make bespoke cakes to order.

Can I request different flavours than your choice of products on the website? 

Our full range of products is available to view on our website. We do not make bespoke cakes to order.

What is your best-selling product?

Our Black Forest Gateaux has been our biggest selling product for 20 years.

Can I send additional items such as candles with my order?

Yes, please look at our product range. 

 

Product storage and care: 

How long can I keep my cake? 

The cakes can be kept frozen for up to 5 days or for 2 days in the fridge once defrosted. When your cake arrives, please follow the important handling instructions. Please do not refreeze the cake once it has defrosted. 

 

 

Orders:

What box sizes are available for individual small cakes?

Box sizes are 2, 4 and 6.

Do you offer student discount?

No, we don’t offer student discounts.

Do you offer NHS discount?

No, we don’t offer NHS discounts.

I need a VAT receipt for my order?

There is no VAT on cakes and baked goods, your receipt will be sent with your online order.

Can I order from abroad? 

Yes, you can order from anywhere in the world, payments would have to be paid by PayPal, orders can be delivered within 9 miles from the Harrow & Wealdstone branch.

Can I send someone else to collect my order? 

Anyone can collect your order as long as they bring the proof of order confirmation. 

Do you offer gift wrapping?

No, we do not offer a gift wrapping service.

What happens if I do not collect my order?

We only keep the order until the end of the day and then we have to dispose it.

Can I place an order in store?

Yes, you can place an order in any of our branches.

How far in advanced do I need to place my order?

You can place the order as far advanced as you wish, the minimum is the day before by 6pm. Once it is ready, you can collect your cake from selected branches. Alternatively, we deliver every day of the week. 

 

Corporate orders:

How do I place an order for products to be sent to multiple locations?

Corporate Orders 

Can you personalise cakes and cupcakes with a company logo? 

Yes, we can personalise cakes and cupcakes to suit your company branding. 

Can I set up a corporate account for regular orders?

Corporate Orders 

 

Bespoke cake service:

I'd like to order a bespoke cake.

Unfortunately, we are not currently offering a bespoke cake service. However, we do have an extensive range of cakes available on our website for home delivery.

Can I combine designs and flavours? 

Our full range of products is available to view on our website. We do not make bespoke cakes to order.

Can I request different flavours than your choice of products on the website?

Our full range of products is available to view on our website. We do not make bespoke cakes to order. 

 

Amending orders:

I’d like to speak to someone about my order?

Please email us your enquiry to our orders team:

orders@heriots.co.uk 

One of our team members will respond as soon as they are able to. Please note, enquiries are only monitored during office hours:

Monday - Saturday: 9am - 6pm

Sunday: 11am - 5pm 

 

Same day services:

Process click and collect from our online website and collect from selected locations.

 

E-gift voucher:

For further information please refer to our e-gift voucher section of our website.

Do I have to use all of my e-gift card balance in one transaction?

No, you can use your e-gift card split across multiple transactions, if your order is less than the balance on your gift card, you can save the rest for later.

The minimum order value is £10.

How do I redeem my gift voucher?

Simply add your e-gift voucher code at the checkout and the balance will be deducted from the total.

Where can I buy a gift voucher?

Gift vouchers can be bought on our online website.

These are valid for one year from the date of purchase and redeemable via our website for pre-orders only. 

 

Allergen and dietary requirements:

Refer to the dietary and allergen section on our website and our actual product range.

 

Corporate sales:

Corporate Orders

  

Careers:

Careers