Shipping policy

Delivery Policy

Availability
All in-stock items are ready for dispatch, although quantities may be limited. Personalised and made-to-order items take 3–5 weeks to prepare.

If an item shows as out of stock, it is usually back in stock within 2–3 weeks. Restock times depend on our suppliers and can occasionally take longer. If you need an item by a particular date, please email us at info@cakedirection.co.uk and we'll let you know when we expect it.

Order Processing and Dispatch
We're open Monday to Friday, 9am to 5pm. Orders placed before 2pm Monday to Thursday, or before 12:30pm on Friday, are normally dispatched the same day. Orders placed after these times, or at the weekend, are dispatched on the next working day.

Occasionally, during very busy periods, bad weather or courier disruption, dispatch may be delayed by up to 24 hours. We don't dispatch at weekends, on bank holidays, or during our Christmas and Easter closures. Last order dates for Christmas will be shown on our website.

Delivery Charges and Times
We send orders with our trusted couriers DHL, DPD and Royal Mail. Delivery options and charges are calculated at checkout, so you'll see the full cost before you pay. Please choose the right delivery option and check your address carefully. If anything doesn't match, for example an address in a surcharge area, we'll contact you before dispatch to agree any extra cost, or you can cancel for a full refund.

To get your order to you as quickly as possible, we may sometimes send it with a different courier from the one shown at checkout, depending on collection times and courier availability. For example, a Royal Mail next day order may arrive by DHL or DPD. The delivery service you choose stays the same (next day stays next day), and there is never any extra cost to you.

Delivery times are estimates. Next working day delivery isn't guaranteed, as couriers can be affected by vehicle faults, road closures and weather, so we recommend ordering in good time for special occasions. If your order hasn't arrived within 30 days, you can cancel it for a full refund.

Deliveries to the Scottish Highlands and Islands are usually sent by Royal Mail and may take a little longer.

International Orders
Orders outside the UK are sent on a DAP (Delivered at Place) basis. This means any import duties, taxes and customs fees are paid by you on delivery and are not included in our prices. If a parcel is refused or returned because these charges aren't paid, we'll refund your order minus the cost of the parcel coming back to us.

Tracking and Delivery
Your courier will send tracking details by email or text, so please give us a valid email address and mobile number. Most couriers take a photo as proof of delivery. If you won't be home, you can usually choose a neighbour, a safe place or a local pick-up point through the courier's tracking link. Once your parcel is delivered to you, your chosen neighbour or safe place, it becomes your responsibility.

Orders Sent in More Than One Parcel
Larger orders may be sent in several parcels, sometimes by different couriers, and they may not arrive on the same day. Please check the tracking for each parcel before reporting an item as missing.

Lost or Delayed Parcels
If your parcel hasn't arrived within 5 working days of the expected delivery date, or the tracking hasn't updated, please email us at info@cakedirection.co.uk with your order number. We'll investigate with the courier and send a replacement or refund if the parcel is lost.

Missed or Refused Deliveries
If a parcel can't be delivered, for example because of an incorrect address, or is refused, and is returned to us, we'll contact you. You can choose to have it re-sent at the cost of a new delivery, or cancel for a refund minus the cost of the parcel coming back to us.

Damaged, Faulty or Missing Items, Returns and Refunds
Please see our Refund Policy. For everything else, see our Terms and Conditions and Privacy Policy.

Cake Direction Ltd · info@cakedirection.co.uk
Last updated: 8 October 2026