FAQ

We’re committed to reducing our environmental impact. We’ve
already significantly reduced the plastic used in our packaging. Now our
attention has turned to plastic-coated paper receipts. 

It’s estimated that 11.2 billion receipts are printed in the
UK every year. Around 90% of these receipts are coated with the harmful
chemicals BPA and BPS, which are needed in the printing process. These
chemicals have been banned from other plastic products used by humans because
of their potential health impacts, including infertility. 

Printed paper receipts cannot be recycled due to the danger
of releasing BPA and BPS into the air. Instead, they’re processed with
non-recyclable waste. When disposed of in this way, they can still cause
contamination to food and water sources. 

When you make a purchase in store, you’ll be asked for your
email address. This is where the e-receipt will be sent. Please note that we no
longer offer any printed paper receipts in store. 

Yes, if you’d like a receipt, you’ll need to provide your
email address each time you make a purchase in store. This is because we don’t
keep your data on file, for your protection and privacy.

Your email address will only be used to send your e-receipt.
We never keep your email address on file or use it for marketing purposes.
Likewise, we don’t sell data to third parties. 

If you’ve not received your e-receipt, first please check
your Junk or Spam folders. If you still can’t find it, or if you’ve mislaid
your e-receipt, please contact our customer service team at cs@heriots.co.uk.

Please give us as much information as possible in your
email, including the date and time of your purchase, the products you bought,
and the store you visited.

To cancel a purchase or claim a refund, please forward your
e-receipt to cs@heriots.co.uk with details of why you’d like a
cancellation or refund. There’s more information on our refund policy in
our terms and conditions.

Great news: There is no VAT on cakes and baked goods. If
you’ve ordered online, you’ll receive an email receipt for your purchase.

You can place the order as far advanced as you wish. The minimum is the day before by 4pm.

Please place your order by 4pm the Monday before.
Please note that cakes are delivered frozen, so we recommend
having them delivered the day before to allow
sufficient time for defrosting.

Share details about your shipping policies, item returns, or customer service.

All of our cakes are packed to order. The quickest we can
deliver is next day, but you must order before 4pm on weekdays and 2pm on Saturdays.

Our home delivery service runs from Tuesday to Sunday.
We do not deliver on Mondays.

Your cake will be delivered by our professional DPD service.
An e-mail will be sent on the day with the delivery timeslot.

Yes, your cake is handled with the utmost degree of
care at all stages of preparation. We do have quality assurance processes in place with our distribution
team, who ensures that extra care is taken for a safe delivery. 

After your cake has been baked and decorated, it is frozen to maintain its freshness. It is therefore delivered frozen. Please follow the instructions on the packaging for defrosting the cake.

The delivery cost for weekday deliveries is £6.95 and
for weekend deliveries it is £10.95.

Yes, we offer a selection of 6-inch and 8-inch cakes
available for same-day collection at any of our Heriots stores, subject to availability and no pre-order required.

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

Our cakes can serve up to 14 people. These are the sizes you
can choose from: 6” (serves 4-8) and 8” (serves 8-14). 

Under each product listed on our website, you will find an Ingredients tab and a Dietary and Allergen Advice tab. Each product has its allergen listed with any allergens listed in bold.

Further allergen information can be found here: Allergen and Dietary Information – Heriots

Unfortunately we are not currently offering a bespoke cake service. However, we do have an extensive range of celebration cakes on our website for home delivery that can be personalised with a message of your choice. 

We currently do not make sugar-free or low-calorie cakes or other products.

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

Yes, please visit our Cake Accessories page.

Your cake is delivered frozen. Please follow the important
handling instructions on the packaging. Please do not refreeze the cake once it
has defrosted. 

No, we don’t offer student discounts.

No, we don’t offer NHS discounts.

Yes, you can order from anywhere in the world.

No, we do not offer a gift wrapping service.

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

Please email us your enquiry to our orders team:

orders@heriots.co.uk 

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

Monday - Friday: 9am - 4pm

Saturdays: 9am - 2pm