FAQs

 

 

HOW IS MY ORDER SENT?

All postal baked goods are posted with FREE delivery using Royal Mail 24. This is usually a NEXT DAY service, but can sometimes take up to 5 days to arrive due to postal traffic. 

CAN I DELAY DELIVERY DATE FOR MY ORDER?

Of course! Simply leave a note for us at the bottom left of the checkout page with the delivery date you would ideally like them to arrive for. We cannot guarantee the specific date as this depends on postal traffic but we will try our best to aim in/around your chosen date.

IS ALL YOUR ITEMS 100% VEGAN?

Absolutely! We are a 100% Vegan Bakery, owned and run by a vegan baker! Although, please note all our products are not suitable for anyone who suffers from an allergen.

CAN I FREEZE YOUR POSTAL BAKED GOODS?

Yes! You can wrap each one tightly in cling film and freeze them. When desired, take one or more out of the freezer and defrost in the microwave. After defrosted, warm it up slightly to bring back the texture. Enjoy!

HOW MUCH IS DELIVERY?

For Celebration cakes, we can do local delivery (up to 10 miles from Lichfield, Staffordshire) or arrange for a collection (free). Delivery fees range from £0-10 depending on the radius.

For postal baked goods, delivery is FREE of charge and they are delivered nationwide across the UK!

HOW DO I TRANSPORT MY CAKE?

When moving from room to room, grab the cake from the base cake the sides would damage the design of the cake. Open the cake box on all sides, grab the cake board and slide the cake of onto the table or worktop.

For Collection only: 

Keep the cake flat. We recommend placing it in the passenger footwell, away from sunlight. Drive steady. Try to avoid speed bumps and potholes. Put the air con on, or open windows to keep your car cool.

*PLEASE NOTE: it is not our responsibility once we hand you your cake. We cannot provide a new cake or any refund due to an incident not created by ourselves.*

For delivery:

We will carefully hand you the cake, please grab the cake from the base of the cake box as touching the sides would damage the design of the cake. We will provide a cake care leaflet via email after purchase.

HOW DO I STORE MY CAKE?

Please store cake in a cool and dry place. E.g. conservatory or living room table away from the radiators. If it contains fresh fruit or filling such as jam or other spreads, please store in the fridge as they are more fragile with heat. Alternatively, you can store the cake in a cold garage. For optimum temperature, we recommend taking the cake out of the fridge about an hour before serving. (30 minutes if it is a hot day).

DO YOU MAKE GLUTEN-FREE BAKES?

Unfortunately not, due to the bakery not being big enough to have a separate gluten-free baking space so cannot mark products as Gluten-Free. We hope to be able to make Gluten-Free products in the future.

WHOLESALE AVAILABILITY

If you would like to order a wholesale quantity, please arrange this with us via email at thekoalatybakeryco@gmail.com

DO YOU OFFER REFUNDS?

Due to the perishable nature of our products, unfortunately we are unable to offer refunds. Once you have placed an order, it is your responsibility to be available to receive the delivery. Please bear in mind our products are fragile so they might break easily during transport and this is out of our control. We do our best to package everything securely.

Cake Cancellation:

If you cancel your cake order minimum 2 days before the date required, we can offer you a full refund (exclude cake topper and other additional purchases) but if you cancel anytime after that, we can offer you a 50% refund. 

WHAT ABOUT ALLERGIES?

Our cakes and bakes are made by vegans and they do not contain EGGS or DAIRY, but are not suitable for any allergy sufferers. They do all contain GLUTEN and SOYA.

GIFT WRAPPING AND PACKAGING INFO

*Polythene mail bag (outer grey bag) - Recyclable
Made from recycled material for an environmentally-friendly solution
Cardboard box - Recyclable
Cards - Recyclable
Tissue Paper (Acid-free and chlorine-free) - Recyclable
Clear wrapping - Recyclable
Cake jars - Recyclable
Wood hay - Recyclable

Aluminum Tray - Recyclable

Please consider to reuse any of the above when possible! E.g. Cake jars (not dishwasher safe) can be washed out by hand and used to hold little things or you can get creative with it!

Huge thanks in advance!

We hope we answered your question! If not, please get in touch with us and we will get back to you as soon as possible!