The Sweet Factory - FAQs

When ordering cakes online, as standard they are made short and wide and according to the picture provided on our site. Due to customer feedback, we do so to make it easier to cut, serve and more importantly look nicer when taking pictures. If you would prefer a narrow and tall cake that is something you would need to place a bespoke order for. All cakes are placed on a silver board as standard. When ordering cakes other than chocolate or vanilla, for example, blue or green. Please bare in mind the amount of colouring used to obtain that deep/intense shade of colour can leave stains on your clothes, skin, mouth and even teeth. As a way to avoid this, as standard we use less colouring which results in a more pastel/baby shade of the colour. Should you wish to have a deeper shade and are okay with the possibility of staining, then please get in touch when placing your order and we will be happy to comply.

Nut allergies must be taken serious and especially when ordering for children. All nut free orders are prepared on a deep cleaned work surface and using deep cleaned utensils from start to finish in order to reduce the chances of contamination as close to 0% as possible. We then box and store your order in a separate location/fridge (when finished) within our premises until the point of collection/delivery. We do everything on our side and ask once you have received your order to do the same as we are not responsible for the item once it has been handed to the customer. Please ensure you store your nut-free orders in a clean location away from nuts.

Once your order has been placed and we accept it on our end, you will receive a confirmation. There may be and occasion where it is your first time ordering from us and you have funds in your account but the payment is being rejected. In this event please contact your bank as they may be freezing the payment due to it not being recognised as a form of fraud prevention, once the block is lifted then kindly place your order again. For any reason, should you be double charged, please contact your bank and allow them 3-5 working days to rectify and if still not solved, then please get in touch with us directly. In the event you wish to cancel your order please let us know 24-hours before your order is due, failure to do so will result in being refunded 50% as a cancelation fee. In the event you order a cake and for example, choose the no fruit option, but in the request section ask to add strawberries we will not do so as there is an extra charge for a reason and ask customers to kindly bare this in mind when ordering. Any requests to alter the making/decoration of the cake to anything other than our standard process (unless accepted prior) we will cancel the order and process the refund, due to the payment provider used this can take up to (but not always) 14-working days for the funds to show up in your account again and this is something we do not control or have the ability to fast-track.

We accept orders in all shape and sizes and for ANY event, if it be a baby shower or wedding, you are always in safe and capable hands. We can bring any design you have in mind to life! For enquiries please contact us via Instagram or Whatsapp, where we can be of further assistance and help with any questions or quotations. For wedding orders we offer in-person appointments where we will discuss your idea and order in depth and can arrange for sampling of 3 flavours (requested prior to the appointment). For bespoke orders we take 50% payment upfront as deposit and the rest will be due the day before the collection/delivery is due. With that being said  should you wish to pay in full on the day we can accommodate. 

As standard we do not use animal fat or alcohol as part of our ingredients and products. We do not use any products with traces of pork or alcohol as standard and when it comes to ordering supplies we make sure to prioritise using reputable and long standing suppliers over any cheap alternatives, that offer Halal or Vegetarian based supplies to ensure no one is subject to any unpleasant surprises when consuming our products, should it be our members of staff or yourselves at home as we respect everyone's beliefs and take this duty of care very seriously.

When ordering cakes with photo prints, we use edible paper and also edible inks ensuring it is 100% safe to consume. When you have placed your order please provide us the picture 24-hours before hand via WhatsApp or email and the quality of the printed picture would be completely down to yourself, the customer, to provide us with a picture of acceptable quality as we do not enhance the picture as part of standard practice. Failure to provide a picture in the time frame provided may lead to possible delays in the collection/delivery of your cake. The reason for 24-hours is to avoid any technical difficulties we may face with our printing services and have enough time to use a reputable alternative to ensure your order is with you on time. We also coat the picture on top of the cake with a thin layer of neutral glaze to give it a shine and also act as a protective layer when placed in the fridge to avoid any decolouring or bubbling.

For click and collect, upon arrival please ring the bell located on the front door where you will be asked for the name of the person who placed the order and the last 4 digits of the telephone/mobile number provided to ensure no accidental mix-ups occur. For deliveries, we will send a message via SMS or Whatsapp once the driver has left and will have it delivered to the address provided so please ensure someone is available to receive the order and to have space inside your fridge. In the event of you not being home, our drivers will stay at the location for up-to 10 minutes before returning your order to our premises where you would then need to collect it and the delivery charge will not be refunded. Finally, we understand mistakes may happen so please ensure the address provided is the correct address before your delivery is due, we will not deliver to any corrected address once the driver has arrived to the location.

Yes, the rumours are true. Our dry range within the Persian confectionary section are available to post across the UK, EU and also Global. UK postal orders can be placed via our website but for the rest of the world these orders are taken via WhatsApp so we can be in direct contact with the customer throughout the process. The price of the product does not change but the postage is something down to the pricing of the Postal services used and is added onto the cost of your order. We package and seal the products in the best way we can and label it fragile, but due to the way they can be handled in transit we do not accept liability. We video and send you the packaging process of your order, the rest is down to the handler. This is not a regular problem we have encountered but the odd occasion we have had customers get in touch and tell us but unfortunately we can only guarantee the work done on our side. Postal orders are placed with the customer accepting this possibility. Finally, you need to order a cake/confectionary for delivery but it is out of our proximity and this may be due to Toll charges, ULEZ or Congestion charge. This doesn't mean we can't make it happen, feel free to get in touch if you experience this problem and we will take your order manually!