Last updated: 6th May 2025
This Delivery Policy outlines how The Joy of Cake Limited (“we”, “our”, or “us”) delivers orders placed via joyofcake.com, and explains the procedures we follow to ensure the safe and timely arrival of your cake. We are committed to upholding high standards of customer satisfaction and product quality.
We recognise that your cake plays a central role in your celebration, and ensuring it arrives in perfect condition is our priority. Our partner suppliers dispatch thousands of cakes across the UK using carefully engineered packaging solutions and a premium logistics network to support secure deliveries.
Freshness Guarantee: Each cake is freshly prepared on the day of dispatch and sealed with a sugarpaste fondant layer that helps preserve its freshness. Cakes remain fresh at ambient room temperature for up to 7 days.
Delivery Timing Recommendation: Customers are strongly advised to select a delivery date that is at least 2 working days prior to their scheduled event to allow for any unexpected courier delays. This is particularly important during peak delivery periods.
To minimise the risk of transit damage, our suppliers package cakes using the following methods:
Our external packaging is durable and includes integrated handles for safe handling during transport.
We use DHL, a leading logistics provider, to complete nationwide deliveries. DHL personnel are trained to manage delicate and perishable goods, and work under service-level agreements with our suppliers to ensure prompt and secure delivery.
Upon dispatch, you will receive a notification via SMS and/or email with a one-hour estimated delivery window. It is the customer’s responsibility to provide accurate and complete contact details at checkout to facilitate communication and ensure delivery.
Delivery options include:
Please note: Delivery to DHL collection points is not advised. Cakes left at such locations may be subject to delay and are done so at the customer’s risk.
In the event the courier determines a suitable safe place (e.g. porch, garage), the cake may be left there. A delivery card will be posted through your door with the exact location.
We aim for every delivery to be successful, but if an issue arises, we are here to assist you.
In the rare event your cake arrives damaged, you must contact us within 24 hours of delivery and provide clear photographic evidence of the damage. Upon review, we may offer a partial or full refund, or a replacement, at our discretion. We reserve the right to reject refund claims submitted without adequate evidence.
If your cake is not delivered on the expected day:
If you paid for a guaranteed timed delivery service and it arrives outside the selected window, we will refund the delivery fee only. No refund or compensation will be issued for the cake itself unless it arrives in an unusable condition.
If you selected standard free delivery, this is a non-guaranteed service. Although 98% of orders arrive on time, delays due to traffic, weather, or courier backlogs are beyond our control. We therefore do not offer refunds or compensation for delays under the standard service. Customers are reminded to factor in this risk when choosing a delivery date.
This policy is especially relevant during high-volume periods such as Christmas, Black Friday, and Cyber Monday, when delivery networks may experience operational strain.
As cakes are perishable goods and often customised or made to order, we do not accept returns in accordance with the Consumer Contracts Regulations 2014. This exception is clearly set out in our Terms and Conditions.
If you have any questions or concerns regarding your delivery, please get in touch with our customer care team:
Email: hello@joyofcake.com
The Joy of Cake Limited
20 Wenlock Road, London, N1 7GU
We thank you for choosing The Joy of Cake and remain dedicated to delivering joy, one cake at a time.