We’ve got the answers all mixed and ready for you!
We’ve whipped up answers to our most common questions, from shipping to custom goodies. Still searching? Pop over to our contact page and ask away!
When will I receive my order?
It’s a two-part process! First, we need to make and pack your order (Dispatch), and then it’s in the postman’s hands (shipping).
Making Time (Dispatch):
- Personalised Cake Toppers & Embossers: These are custom-made! Please allow 1-5 working days for us to create and package your order. If you’re in a hurry, feel free to reach out.
- For All Other Items: 1-3 working days
Shipping Time (After Dispatch):
- UK Standard: 2-3 working days
- UK 1st Class: 1-2 working days
- Europe: 3-5 working days
- Rest of World: 5-10 working days
Help! I needed my order, like, yesterday!
We’ve got you! We offer a Guaranteed Next Day by 1 pm service for our UK customers. Just make sure to place your order before 1 pm (Monday to Friday) and select this option at checkout.
How much does shipping cost?
Just add your items to the cart and head to checkout. Once you pop in your delivery address, you’ll automatically see all the shipping options (like Standard and Express) and their exact prices—all before you pay.
Do you ship internationally?
We do indeed! We happily ship to Europe and the Rest of the World. You can see all the delivery estimates below:
- Europe: 3-5 working days
- Rest of World: 5-10 working days
How can I track my order?
As soon as your order has been dispatched, we’ll send you a confirmation email. Your tracking number is in that email, so you can track your package as it makes its way to you.
What's your return policy?
For most non-custom items, you have 10 working days to return them.
Unfortunately, we can’t accept returns for personalised or custom-made goodies (unless they’re faulty, of course!). You can read all the fine print on our full refund policy page.
Oh no! My order is wrong or damaged. What do I do?
In the unfortunate event that this happens, please email me at emma@emsbakehouse.com. Just include your order number and a photo of the issue, and our team will get this sorted for you straight away.
Are your cake decorations food-safe?
We’re all about the good stuff. You’ll only find high-quality, food-safe materials here.
- Our Cake Toppers are made from top-quality 3mm acrylic (shiny, sturdy, and reusable) or lovely rustic birch wood.
- Our Embossers are made from a special food-safe acrylic that delivers super-sharp details in your fondant.
Basically, it’s all perfectly safe for your bakes and designed to look amazing!
