Frequently Asked Questions
How much notice do you need?
For cupcakes with no customised decorations we need at least 2 – 5 working days notice and for bespoke cupcake orders at least a week’s notice (depending on the complexity of the designs required) but we can get booked up further in advance so it is always best to give as much notice as possible. For bespoke celebration cakes we need at least 2 weeks notice but some dates get booked up quickly, particularly during wedding season so the more notice you can give, the better (during the Summer months we would suggest contacting us at least one month before the cake is needed, especially for complex designs.) We know sometimes there are last minute requirements so if you do need cupcakes or a birthday cake within less time then please do contact us and we will do our very best to accommodate you. If we can help, we will! Please note order is not confirmed until we have received a deposit.
Do you have a minimum order?
Cupcakes come in batches of 6 per flavour. Our minimum order for collection or local delivery is 6 cupcakes. For outside of our 5 mile delivery radius, a minimum order of 12 cupcakes applies.
Do you do bespoke orders?
We love making unique cake creations and pride ourselves in making little edible works of art. Please get in touch now with your ideas and we will do our best to help. Please be aware that due to the bespoke nature of all our creations the colour and design my vary slightly from photographs. Every cake created is unique and this is what makes them special. The design may vary slightly depending on the available ingredients so if you have a specific request (e.g. coloured icing/sprinkles) then please let us know and we will do our best to accommodate you.
I only want to buy a couple of cupcakes, do you sell them elsewhere?
Do you deliver and how much is delivery?
Delivery is subject to availability. We charge a flat rate of £5 for local delivery (within 5 miles of AL3 6EN) when ordered online for orders under £100. For delivery outside of our radius we charge 85p per mile for the round trip from AL3 6EN. We have a limited number of delivery slots available so if your chosen slot isn’t available then please give us a call. If you would like a delivery outside working hours (Tuesday to Friday 9am til 5.30pm, Saturday 10am – 1pm ) there may be an extra charge. You are however welcome to pick up the cupcakes from our premises at an agreed time. We can deliver all around Hertfordshire and the surrounding areas (again, subject to availability). For full delivery info please see our terms & conditions.
COVID-19 Deliveries – due to the current COVID-19 crisis we are operating contactless deliveries. Your order will be placed on your doorstep & we will step back 2m from the door to make sure the delivery has been received. Please ensure you have a contact number for the delivery address & that somebody is in to receive the delivery.
Can we collect?
With the current COVID-19 situation we are operating contactless collections and minimising the amount of people at the unit. When you place your order you will be given a time slot to collect in (please ensure this is adhered to and if you are running late then please let us know so we can make arrangements.) We ask that you wash your hands in the bathroom on arrival or use hand sanitiser. Your order will be waiting for you in the collection area where it can be collected. Please leave through the glass door at the front of the unit. This is to minimise the amount of contact through doors so that we can then sanitise the door handles after you leave. We are only allowing one person in the collection area at a time so if you have children please leave them in the car if they are old enough to be left alone or alternatively, give us a call and we can bring your order out to you and put it straight into your car. We really appreciate your cooperation in keeping our premises as clean as possible.
Make sure you have space in your car to store the cake flat and keep it cool. Do not store your cake on a seat as it may slide and be damaged.
Can I pay when I pick up the order?
A 50% non-refundable deposit is required to secure all bespoke orders when not ordered through the website. The remaining balance is due 2 weeks before collection. Payment must be received within the 48 hours of placing your bespoke order or order cannot be confirmed. If we do not receive payment in this time then we cannot guarantee the order and will not be able to start on your order. This may result in your order being cancelled or have to be simplified if we do not have enough time to fit the original order in. If we do not hear from you in response to an email and an invoice hasn’t been sent we are not able to chase orders to confirm, it is up to you to ensure that the order has been booked in and you have received an invoice to pay deposit and confirm the order.
How do I pay? Can I pay over the phone?
We accept payment via BACs for bespoke orders or Paypal via the website. Unfortunately we cannot accept payments over the phone or by card in person and due to COVID-19 we are not currently accepting cash.
Can I hire a stand from you?
Yes! We have a variety of stands available to hire from 2 tier ‘tea party’ stands and wire cupcakes stands to large acrylic stands or marble cake stands. Tea party and wire stands start from just £5.00 to hire (plus a refundable deposit) and acrylic stands start from £10.00 to hire (plus a refundable deposit). The stand must be returned within 3 days of the event in good condition or if it needs to be collected we charge a collection fee of 75p per mile for the round trip. A stand hire agreement must also be completed and agreed to.
COVID-19: During the ongoing COVID-19 crisis we will not be hiring out stands.
I am having an event (e.g. birthday party, wedding, corporate event), do you have a consultation service?
We are a very busy small business and due to this fact we are only able to do consultations via appointment only for Wedding & large event orders over £150. We offer a free consultation service for these orders, where we can discuss your needs and come up with a proposed design for you. However we are more than happy to talk through any ideas you may have via email or over the phone. Please be aware that we will not be able to give you an exact price over the phone as all bespoke orders must be costed. For more information on weddings please take a look at The Weddings Page .
COVID-19: We are not currently operating face to face consultations but we are more than happy to arrange a Zoom call if you’d like to discuss a future Wedding or large event.
Can you set our cake/cupcakes up at our event?
It is your responsibility to ensure you have provided Heaven is a Cupcake with the correct set-up details and arrangements made with the venue for the location and display of your cake. Please ensure that the display location is level, stable and strong enough to hold the cake/cupcakes. Heaven is a Cupcake cannot take any responsibility if damage is done to the cake due to an unstable positioning or in an unsuitable location. If we feel the location that we have been instructed to leave the cake is unsuitable we will request a more suitable position, however it is ultimately down to you and your venue where the cake is to be positioned so please think about this when deciding on your cake location. A photograph of the cake will be taken prior to departure to verify that the cake has been set up and left in good condition. Once we have left the premises we cannot be held responsible for any damages to the cake due to poor set up conditions.
It is important to remember that chocolate-covered and buttercream cakes can melt in warm conditions such as inside a marquee on a hot summer’s day, or when set up in direct sunlight. Please take care when displaying your cake at your venue to avoid direct sunlight and heat sources, creating damage to the cake decorations. Hand-painted cakes are especially vulnerable to heat and light damage. All of our cakes are designed to withstand normal and reasonable display conditions. Heaven is a Cupcake accepts no liability for cakes that are damaged during display at your wedding.
I have an allergy, can you help?
Unless you have informed us of any dietary requirements, all cakes made by Heaven is a Cupcake contain the following allergens: Cereal containing Gluten, Milk and Eggs and are made in an environment that handles nuts, soya and alcohol. Allergens are listed on each individual product so please be sure to check these before ordering.
Made without nuts, made without dairy, made without eggs, made without gluten and vegan cakes can be made on request and whilst every effort is made to keep these products separate, we cannot guarantee that these cakes will not contain trace amounts of these ingredients due to the nature of production.
Heaven is a Cupcake accepts no liability for customers suffering allergic reactions from eating our cakes.
It is the customer’s responsibility to make Heaven is a Cupcake aware of any special dietary requirements that need to be accommodated in the making of their cake.
My order was damaged on the way home from collection, what can I do?
Once the cupcakes have left our premises Heaven is a Cupcake it is not responsible for how they are transported or kept. We package the products well and advise them to be transported on a flat surface (such as the foot well of the car) or to be held by someone else. It is up to you to drive carefully and to look after them! Please take extra special care when transporting the cakes to avoid disappointment. Tiered cakes and giant cupcakes can be particularly difficult to transport, so ensure that you have enough space in your car to put your order flat. Do NOT under any circumstance transport your cake on the seat of your car.
How long do the cupcakes last?
How many people do your cakes feed?
Heaven is a Cupcake accepts no responsibility for portion amounts or sizes varying due to it being cut differently by venue catering staff or a family member. We can guide you on what size is best but ultimately, it is your choice.
Our cakes need to be cut carefully with a sharp clean knife, failure to do this will result in portions not being cut neatly and cake being wasted.
Do you provide cupcakes for trade?
If you run a cafe or are interested in selling my cupcakes on a regular basis at your establishment please contact us now for more details.
Do you do discounts?
What is your return policy?
Our cakes are bespoke and made to order therefore we cannot accept returns unless there is something wrong with the cake. If something is wrong, it must be reported at the time of delivery or collection. We cannot take responsibility for anything reported after. For all refunds the item must be returned in full – this is legal requirement we have to follow. Refunds are offered at the discretion of Heaven is a Cupcake and we cannot refund if you don’t like the flavour or taste (e.g. too sweet, not sweet enough) as this is subjective.
Please make sure you check your order thoroughly and ensure you are happy with the item, if there is anything wrong please let us know at time of collection as food is perishable. We can then try to rectify the problem.
COVID-19 Policy – It is at your risk to place an order. Once the order has been made we cannot refund or postpone (we offer contactless delivery and collection so please call to discuss options.) If you need to postpone your order we need at least 5 days for standard orders or 7 days for bespoke orders. You may incur extra costs if we have already made decorations which cannot be used on a postponed order. If you have any problems, please contact us and we will try to help. If we have to cancel an order due to COVID-19 you will receive a full refund.