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Questions

Q. How do I place an order?
Q. Why can’t I add items to my shopping cart?
Q. Why can I not select my country?
Q. I added something to my cart & no longer require it, how do I remove it?
Q. What payment methods do you accept?
Q. When will my card be debited?
Q. Why has my card been declined?
Q. Does my card need to be registered to a billing address?
Q. Can I cancel my order?
Q. My order has been cancelled.  Why?
Q. How much does delivery cost?
Q. Do you ship internationally?
Q. How do you calculate postage/shipping methods for my order?
Q. How can I get my order quickly?
Q. Do I have to order by a specific time for overnight delivery?
Q. What delivery methods do you use?
Q. How long will my order take to arrive?
Q. My order hasn't arrived within the specified delivery time?
Q. Do you do Free Delivery on Specific Orders?
Q. How do I return an item?
Q. How do I obtain a returns number?
Q. I returned my order, how long will my refund take?
Q. What do I do if there is a problem with my return?
Q. Do I have to pay for returns?
Q. There is an item missing from my order?
Q. I have received an incorrect item in my order, what do I do?

ANSWERS


Q. How do I place an order?

To place an order you will first need to open an account.

To open an account click on “Your account” account” at the top right and complete the relevant information required.

A. Once you have opened an account, choose the product(s) you would like to order by selecting and clicking 'Add to Cart'.  When you have finished adding items to your Cart, proceed to the checkout and use one of the relevant checkout options.

Simply follow the instructions to complete your secure online payment.

If you are experiencing problems whilst trying to place an order with us then please contact us via our contact option or call Customer Service Team on 0203 234 0049 who will be happy to offer assistance.

Q. Why can’t I add items to my shopping cart?

A. This may be because the item is out of stock. If you experience any problems with shopping online please call our customer service team on 0203 234 0049, Monday to Friday, between the hours of 9am and 5:30pm.

Q. Why can I not select my country?

A. For orders outside the EU we need to determine the cost of shipping before an order can be placed. If you would like more information please email. sales@cakedecoration.co.uk

Q. I added something to my cart & no longer require it, how do I remove it?

A. Don't worry, you can easily remove, increase or decrease the quantity of an item in your cart, either click on the plus or minus sign next to the item or the bin to remove it completely.

Q. What payment methods do you accept?

A. Visa Debit / Credit, Mastercard Credit / Debit, Visa Electron, Maestro, JCB, Amex and PayPal.

Q. When will my card be debited?

A. We will debit your card once your order has been picked and packed and the final postage costs have been applied.  This is because lines ordered may go out or come back into stock after the order has been placed.

Q. Why has my card been declined?

A. If your card is declined, your bank will be able to advise you as to why. Please ensure the card you are using is supported by our payment systems.  If you are still experiencing difficulties placing your order then please call the order helpline on 0203 234 0049 and we will attempt to complete your payment over the phone.

Q. Does my card need to be registered to a billing address?

A. Yes, we will need to have a corresponding billing address when obtaining card verification.  This is used to prevent you and ourselves from fraudulent transactions.

Q. Can I cancel my order?

A. When orders are placed on our website they are processed and dispatched very quickly. Unfortunately once the order has been confirmed we are unable to amend or cancel this and it will be sent out to you. If you ordered over the phone or online you have the legal right to cancel your order within seven working days of receipt of the goods (with the exception of food items)

Q. My order has been cancelled.  Why?

A. Sometimes we may need to cancel your order.  If we do in all situations we will contact you via email or telephone with a reasonable explanation as to why this has happened.

Q. How much does delivery cost?

A. Standard UK delivery is £5.00, including packaging costs (except Shetland Island, Channel Islands & Southern Ireland)

Next Day delivery is £9.50 (subject to acceptance)

For any other location please refer to our delivery charts:

Q. Do you ship internationally?

A. Yes we do. However, please bear in mind any additional charges relating to customs clearance would be your responsibility.  

Q. How do you calculate postage/shipping methods for my order?

A. Postage & shipping methods are calculated by the weight & dimension of the total order that will be sent. This also will depends on the country of address.

Q. How can I get my order quickly?

A. If you need your order quickly you can select overnight delivery (UK Only), the cost of this service £9.50.

Overnight delivery is subjected to the size, weight & dimension of the order. If your order can not be accepted as an overnight delivery you will be contacted to be advised why.

Overnight delivery is also subject to busy periods and sometimes we may be unable to accepted an order for overnight delivery due to the increase in lead times, should this be the case you will be notified, and where applicable the delivery charge will be amended accordingly.  

Q. Do I have to order by a specific time for overnight delivery?

A. Yes if you require overnight delivery you must place your order before 12.00pm Monday-Thursday.

Orders placed after this time, needed for next day delivery, will be dispatched the next working day.  I.e. If you place an order after 12.00pm Thursday and between 12.00pm Friday it will be dispatched Friday for delivery the following Monday.

Any orders placed over the weekend would not be delivered until the following Tuesday (Next day delivery only).

Q. What delivery methods do you use?

A. We use the following Delivery Methods:

Royal Mail Signed for
Royal Mail International Signed
Parcelforce Signed for
Parcelforce International Signed for

Q. How long will my order take to arrive?

A. Standard delivery within the UK is normally within 3-7 working days Once dispatched.   However, some orders can be dispatched quicker but this cannot be guaranteed.

Next Day delivery is dispatched the same day for delivery the following day if the order is placed before 12:00pm Monday – 12:00pm Thursday.  Any orders placed after 12.00pm on a thursday will be dispatched on Friday but would not be delivered until the next working day.

Orders placed after 12:00pm Friday - Monday 12:00pm will be dispatched on Monday for delivery on Tuesday. (All Next Day Deliveries are Subject to Acceptance)

UK Mainland Express delivery is delivered in 2-3 working days.

Delivery to Europe is normally within 7-10 working days.

Delivery to the rest of the world is normally within 10-15 working days.

Please be aware that during our busy seasons, the dispatch time can be up to 21 days

Q. My order hasn't arrived within the specified delivery time?

A. We offer several different delivery options, each service provides an estimated delivery time and we always aim to deliver your parcel within this time frame.

Unfortunately sometimes orders can be delayed within the postal service and this could be for a number of reasons like public holidays, custom delays or even bad weather.

If you experience a delay with your delivery and the specified time frame suggested on our delivery page has expired then please contact the Customer Service department via our online "contact form"  or on 0203 234 0049, and we will then begin an investigation to locate your order and provide you with tracking details.

Q. Do you do Free Delivery on Specific Orders?

A. Yes we do, Carriage to UK Mainland addresses Only for orders in excess of £125.00 net is free of charge, delivery will normally take 5-7 working days. Orders with a total value of under £125.00 will incur a minimum delivery charge of £5.00 UK only. For small UK orders placed before 12.00 noon we offer a next day service, (not guaranteed acceptance of all orders.) for the UK mainland only, at the price of £9.50 per order. Please be aware that next day delivery orders DO NOT qualify for free shipping. For international orders where a price does not appear, the price will be advised by email before an order can be dispatched. The price must be accepted in a return email before an order can be processed. (Telephone confirmations can not be accepted). Please also see our delivery charts for more information regarding international shipping costs.

Q. How do I return an item?

A. Once a returns number has been obtained please quote and return item/s to the following address:

Knightsbridge PME Ltd
Unit 21 Riverwalk Road
Enfield
EN3 7QN
United Kingdom

Please note NON food items only, please see section 11 of Terms & conditions for more information.

Q. How do I obtain a returns number?

A. To return an item, you must obtain a returns number by contacting us using the contact form or by calling our Customer Service Team on 0203 234 0049.

Q. I returned my order, how long will my refund take?

A. Please allow 5 - 10 working days for your parcel to reach us, once the items are received we will send you an email to let you know.

Q. What do I do if there is a problem with my return?

A. If you have difficulties with a return, please call our customer service team on 0203 234 0049.

Q. Do I have to pay for returns?

A. Unfortunately due to the incredible prices we offer our customers across our range, we are unable at present to offer free returns. However, if the return is due to a manufacturing fault then we will reimburse the postage costs on receipt of the goods after inspection.

Q. There is an item missing from my order?

 A. All parcels are carefully checked before they leave us, but Sometimes an item can be missing from your parcel. If an item is missing then contact our Customer Services Team via email at sales@cakedecoration.co.uk or call 0203 234 0049. We will then investigate which may take us a few days and if necessary arrange for the item to be sent again. We recommend that you reorder the item as soon as possible as stock levels change considerable each day.  

Q. I have received an incorrect item in my order, what do I do?

A. We aim to get your order right every time but we do occasionally make mistakes. If you receive the wrong item then send it back to us and we will refund you or send you the correct item assuming we still have the product and in stock, failing that we shall issue a credit note.