Question 1

How do I order a custom cake?

Accepted Answer

Custom cakes are designed with you to match your needs. Getting started is easy! Send an enquiry form by clicking here. I will receive your enquiry by email, and will reply within 24 hours. The rest of the ordering process is explained on the Enquiry page.

Question 2

How do I order something I like in your portfolio?

Accepted Answer

Click on the image in the portfolio to see what I have named that bake. Then send me an Enquiry form. Let me know the name of the bake you have seen, and any changes to flavours, colours, designs or messages you would like on the bake. I'll take it from there!

Question 3

Why can't I order a custom cake through your online Shop?

Accepted Answer

Because my custom cakes are exactly that - custom - they are unique and personalised to you. Therefore, I need to discuss your preferences with you before you order. My Enquiry form is super quick and easy to complete.

Question 4

How much notice should I give on my order?

Accepted Answer

I prefer at least two weeks notice. However, I can often fit in bakes at shorter notice. I ask for this notice to take into account the planning time needed, and delivery times for some supplies that can only be ordered online.   For shorter notice, it may be that I am limited when it comes to more specialist ingredients or materials.   You can order as much in advance as you would like! So if you are someone who is super prepared and want to order a cake for your daughter's October birthday in May, go ahead!

Question 5

How do I find out about your availability?

Accepted Answer

You can just drop me an Enquiry Form.   I don't advertise my availability anywhere, as this varies depending on the type of bake you're looking for. For example, I may have space for a tray of brownies, but not space for a three tier fondant birthday cake.   Once I receive your Enquiry Form, the first thing I will do is check availability. I might suggest alternatives if your exact date is unavailable. Or I may point you in the direction of another lovely baker in Medway who may be able to fit you in.

Question 6

I've never ordered a custom or bespoke cake before, I don't know where to start."

Accepted Answer

Don't worry, that what I'm here for. No question is too silly.   My Enquiry Form has been created to help me get the key bits of information from you. I'll then follow up with any questions. A lot of useful information is on my website - I can help you navigate it to find it, or answer your questions directly.

Question 7

What are your prices?

Accepted Answer

Please take a look at my Price Guide. These include my starting prices. Final prices are affected by flavours, design, cost of materials and time required. To get a quote for your bake, send an Enquiry.

Question 8

My friend ordered a similar size cake from you and hers cost less. Why is that?

Accepted Answer

All of my cakes are based on the specific design. The price includes cost of ingredients and materials, a percentage of tools and equipment, utilities, training, and most significantly a fair wage for my time taken. So any two cakes can have vastly differing quotes.

Question 9

Can I collect?

Accepted Answer

Absolutely! I am based on St. Mary's Island. My collection times are flexible, however we will need to arrange them in advance to ensure I schedule baking and deliveries around your collection.   I will send more detailed guidance on how to find Ooh Cake closer to your collection date, with a contact number in case there are any issues finding me. This will also include important tips on how to transport your bake safely.   My collection windows are below. I will agree a more specific time for your bake. I may be able to do collections outside of this time and will advise when we book in your bake. Mon-Tues: 5pm to 8:30pm Weds: 9am to 8:30pm Thur-Fri: 5pm to 8:30pm Sat: 8am to 11am Sunday: CLOSED

Question 10

Do you deliver?

Accepted Answer

I do! I deliver on St. Mary's Island for free. I will deliver to any other address for a fee per mile.   My delivery windows are below. I will agree a more specific time for your bake. I may be able to do deliveries outside of this time and will advise when we book in your bake. Mon-Tues: 5pm to 8:30pm Weds: 9am to 8:30pm Thur-Fri: 5pm to 8:30pm Sat: 8am to 11am Sunday: CLOSED

Question 11

Can you post your bakes?

Accepted Answer

Some bakes can be posted. I use Royal Mail Tracked 24hour or 48hour services as these are reliable, cost effective, and can be tracked from the moment I post, until the moment it is delivered. Not all bakes are suitable to be posted. As a general rule of thumb, cakes and cupcakes are not suitable to post. Traybakes, and slices are often suitable to post. If you'd like to order a bake to be posted, just let me know in your initial enquiry, and I can advise what will travel well.

Question 12

How do I select postal delivery in the Shop?

Accepted Answer

In the Shop you will only see options for collection, or local hand-delivery. This is because not all bakes are suitable to be posted, and I do not want to cause confusion by adding a postal option. If you wish to order something from the Shop for postal delivery, please email me and I will help you order.

Question 13

Can I change my collection/delivery date/time?

Accepted Answer

Please get in touch as early as possible to move your collection date or time. Once a bake is ordered, it goes into the diary and time is blocked out for baking and then the collection/delivery to fit around all other commitments. I like to bake as close to the collection/delivery time as possible so that you are getting the freshest bake I can give you. So it may be that I won't be able to accomodate your new date/time, or I may not be able to bake so close to your collection/delivery time.

Question 14

How should I transport the bake if I am collecting it?

Accepted Answer

Bakes should be transported with care to ensure they arrive as they were intended. Once your bake leaves Ooh Cake, I can take no further responsibility for its care so I've given you the below tips:   Hold the box underneath, ideally with two hands. Please don't hold it at the sides as this can squash the sides of the box into the bake.   If your car is warm, please turn on the Air Conditioning before arriving to cool the temperature in your car. Avoid placing bakes on car seats, as the seats are not level, and the bake can tip or slide (yes, even if you strap it in). The best place to transport your cake is in the boot because it is a flat and even surface. Ensure nothing will slide onto the bake. I can provide non-slip mat for underneath the bake on request. Alternatively, put the bake in the passenger seat footwell. Again, let me know if you would like some non-slip matting. Please drive carefully, going slower over bumps and round corners, and avoiding sudden braking or acceleration.

Question 15

How will I know what allergens are in my bake?

Accepted Answer

Every bake is labelled with the allergens included. You can see the allergens included in my base recipes HERE. Please let me know of all allergies at the time of ordering.

Question 16

Do you offer gluten/nut/dairy free bakes?

Accepted Answer

I have recipes available for many dietary requirements. However, all of my bakes are prepared in the same small kitchen. While I make every effort to segregate ingredients and clean thoroughly, I cannot 100% guarantee that any of my bakes are free of any allergens. I leave this to your discretion.

Question 17

I have an allergy. How should I let you know?

Accepted Answer

Please let me know as soon as possible. Either in your Enquiry form or when you checkout from the Shop. Please consider everyone with the potential to have a taste of the bake, and let me know of all allergies.

Question 18

My allergy isn't on the regular allergen list. How will I know if this is in the bake?

Accepted Answer

I list the main 14 allergens on every bake. If your allergy is to another ingredient, please email me for more information. You should let me know at the time of enquiring/ordering about this allergy so that I can advise if I can accomodate your requirement.

Question 19

What flavours do you do?

Accepted Answer

Have a look at my Flavour Menu. These are my tried and tested favourites! My most popular sponge flavours are the classics - Madagascan Vanilla, and Belgian Chocolate. I've been getting more requests recently for Carrot Cake - is it making a come back? My personal favourite is Red Velvet, closely followed by Salted Caramel.   If you have another flavour in mind, let me know and I'm sure I can accomodate.

Question 20

Can I request a flavour that isn't on your menu?

Accepted Answer

Absolutely! Please let me know the flavour you are thinking of. 99.9% of the time, I'll be able to do it for you.

Question 21

What payment methods do you accept?

Accepted Answer

You can pay via PayPal or card.

Question 22

How will I pay for a custom bake?

Accepted Answer

I'll send you an invoice via email. When you open the invoice, it will have a button to click. This will bring you back to this website to pay by PayPal or card.

Question 23

Do I pay a deposit for custom bakes?

Accepted Answer

I ask for 50% deposit for bakes above £40, and full payment as deposit for bakes below £40. This may be non-refundable. Please have a read of my T's and C's. Where 50% is paid, the remainder is due 7 days prior to collection/delivery. You can choose to pay the full amount upfront. The same split for deposit applies.

Question 24

What is the life on your bakes?

Accepted Answer

In general, all bakes should be enjoyed within 72 hours of collection/delivery. Some bakes, such as shortbread and brownies, will stay fresh for longer.   Whilst bakes will still be safe to eat for around 10 days in most cases, they will begin to taste dry/stale after the first few days.

Question 25

Why don't your bakes stay fresh as long as the ones in Tesco?

Accepted Answer

Good question! Have you ever looked at the ingredient list on the back of a supermarket cake? Take a look next time you're doing the weekly shop, and you'll soon be thinking "what on earth is that?". Supermarket cakes often have added ingredients to keep them fresh for longer, such as preservatives like Potassium Sorbate.   Ooh Cake bakes are all made using fresh ingredients and zero preservatives. I find my bakes stay fresh plently long enough to enjoy them - most customers tell me that even the biggest of cakes are finished off pretty quickly! If you do find you've had an Ooh Cake bake sitting around for a few days, pop it in the microwave for 20 seconds and it will bring out a whole new lease of life!

Question 26

How should I store the bakes?

Accepted Answer

I will advise on collection/delivery.   In general, Ooh Cake's advice is to keep the bakes somewhere cool and out of direct sunlight.   If it is very hot, please keep your cake in the fridge. As a rule of thumb, if butter would melt at the current room temperature, then your cake can melt, so put it in the fridge. Bring it out of the fridge for 30 minutes before serving, as it will taste so much better at room temperature.   Where possible, transfer your bake to an airtight container once opened/sliced.   If you wish to freeze a bake, please let me know so I can wrap it properly. Freezing a cake can result in freezer burn, and condensation during defrost if it is not wrapped correctly.

Question 27

How can I contact Ooh Cake?

Accepted Answer

Hi! I am really easy to get in touch with. When you chat with Ooh Cake, you're speaking to Sarah. I love hearing from you, and I am patient so please do feel free to pop up with the smallest, biggest and most "silly" of questions.   You can get in touch via: Email Facebook Instagram

Question 28

I've sent an email/enquiry but haven't heard back

Accepted Answer

You'll usually hear back within an hour or two, but please allow up to 24 hours for a response in case there is baking to be done.   If you haven't heard back, please check your junk or spam folders.   If you still don't see a reply, please do drop me another email. It could be that I forgot to hit send (hasn't happened yet!). I can resend the email for you.

Question 29

How are your cakes presented?

Accepted Answer

Most of my cakes are presented on a white masonite board. These are lovely sturdy high quality boards. They add a look of luxury to the cakes, which is why I use them. They can even be wiped clean, if you can find a use for them at home.           On occasion, I will present your cake on a fondant covered board, if it is more suitable for the design.

Question 30

Are your cakes wrapped for collection/delivery?

Accepted Answer

My cakes are packed into a white recyclable box with a lid. If the cake is too tall for the box, I will wrap the opening with celophane.    Or you can upgrade to a gift wrap box. Ask    about it when you enquire/order. These boxes are stronger, and come with a window to peek at your bake through. It will be tied with a ribbon.

Custom Cakes and Bespoke Bakes

St. Mary's Island, Chatham

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