Frequently Asked Questions
At Cake Box, every cake we make is 100% egg-free, a promise we've kept since our very first store opened in East London in 2008. Whether you're ordering a celebration cake for a birthday, a wedding, or a simple treat to brighten someone's day, our aim is the same: fresh, beautifully decorated cakes made with care, ready when you need them.
We know that ordering a cake for a special occasion comes with questions, so we've put together answers to the ones we're asked most often, covering our cakes, delivery and collection, cancellations, and a little about who we are. If you can't find what you're looking for below, your local branch will always be happy to help directly.
Our Cakes
Our cakes are much loved for their generous fresh cream, which features not just between the sponge layers but as part of the decoration on top and around the sides. If you'd prefer less cream, do let your local branch know when ordering so they can adjust accordingly. One tip: darkly coloured cream, sometimes used for design details, can taste slightly bitter, so we'd suggest requesting this in small amounts as decoration only rather than as a serving layer.
Yes. Our Vegan Collection is made without fresh cream, with a choice of Vegan Vanilla Buttercream sponge or Vegan Chocolate Sponge. Availability can vary, so please check with your local branch or our website for current stock.
At Cake Box, we have a wide range of cake designs available to order online and across our stores. While we don’t currently offer fully bespoke cakes online, many of our stores may be able to personalise selected designs with changes to colours, decorations or themes.
As options can vary from store to store, we recommend using our Store Locator to find your nearest Cake Box and getting in touch with the team directly. They’ll be happy to let you know what personalisation options are available and help you create something that’s just right for your celebration.
It depends on the cake. If it's available through our Click & Collect range, you can often order it as little as an hour before you need it. For options that are not available on click & collect, preparation times can vary depending on the cake design and size you choose. To check the earliest available date and time, simply add your cake to the basket, click Continue, then select collection or delivery. You’ll be shown all available fulfilment dates and time slots.
If the date or time you need isn’t showing online, we recommend contacting your nearest Cake Box store directly using our Store Locator. The team may be able to help with additional availability.
For wedding cakes, we recommend allowing at least 72 hours’ notice to give our teams enough time to prepare your order.
Some of our cakes are made without nuts, and you can find the full ingredients for each product on its individual product page.
However, we cannot guarantee that any Cake Box product is completely nut-free. Our cakes are prepared in environments where nuts and other allergens may be handled, so there is a risk of cross-contamination.
If you or someone you are ordering for has a nut allergy, please check the ingredients and allergen information carefully before placing your order. If you have any questions, we also recommend contacting your local Cake Box store for further information.
Yes. All Cake Box products are Halal, and we are certified by the Universal Halal Authority. Our Halal certification was most recently renewed following an audit in August 2026.
Our vegan products are also certified vegetarian by the Vegetarian Society. This is a separate certification confirming that our products meet vegetarian requirements.
So whether you are choosing a cake for a Halal or vegetarian diet, you can order from Cake Box with confidence.
Whether we can offer a refund depends on whether your cake has already been prepared.
If your cake has not yet been made, we may be able to cancel your order and issue a refund. Once your cake has been prepared, we’re unable to offer a refund.
As preparation times can vary by store and by order, there is no fixed cancellation cut-off time. If you need to cancel, please contact our Customer Service team as soon as possible and they can check the status of your order with the store.
If a cake is not collected, it will be held by the store for up to 24 hours before being disposed of. Unfortunately, we’re unable to offer refunds for uncollected cakes.
All of our cakes are 100% egg-free and certified vegetarian by the Vegetarian Society.
Our vegan range is currently unavailable, but it will be returning soon, so keep an eye out for updates.
We do not currently offer a dedicated gluten-free or dairy-free range. You can find the full ingredients and allergen information for every cake on its individual product page, so you can check the details before ordering.
Each Cake Box size comes with a recommended number of servings, which you’ll see when selecting your cake. For example, a 6-inch cake may be shown as serving 6 people.
Serving sizes are a guide and can vary depending on how generously the cake is cut.
Our three-tier wedding cakes serve approximately 100 people, making them a great option for larger celebrations.
Yes, absolutely. We’re happy to help with large, bulk and corporate cake orders, including cakes featuring your company logo.
For more information or to discuss your requirements, email corporatesales@cakebox.com or complete the enquiry form on our Corporate Orders page. Our team will be happy to help you find the right option for your event or business.
Delivery & Collection
No. You can choose to collect your order from one of our Cake Box stores, have it delivered by your local store, or, for selected cakes, arrange courier delivery across mainland Great Britain.
The options available will depend on the cake you choose and your delivery address. Simply enter your postcode using the checker on the product page, and we’ll show you the collection and delivery options available to you.
Our cakes are freshly made, carefully decorated and need a little extra care when travelling. To help keep your cake looking its best, local deliveries are arranged by the Cake Box store preparing your order.
Delivery charges are based on the distance between your address and the store. Simply enter your postcode using the checker on any product page to see the delivery options and exact price available to you before placing your order.
If we’re unable to complete your delivery, the Cake Box store preparing your order will usually get in touch to let you know what happens next.
You can also contact the store directly using our Store Locator if you need any further help with your delivery.
Please check your cake as soon as it arrives and contact your local store straight away if there's a problem. Because cakes are delivered by third parties, very minor imperfections can occasionally happen and we'd ask for your understanding here. If your cake is significantly damaged, however, take photos and, where possible, return it with the driver so the store can process a refund.
Our cakes are fragile, especially larger designs, and drivers may need a hand carrying them safely into your home, particularly up stairs or through doorways. We'd really appreciate your help in these moments, as our drivers may not always know how delicate a particular cake is.
To check which delivery and collection options are available to you, simply enter your postcode using the checker on any product page.
Local delivery availability depends on how far you are from the store preparing your order and whether your postcode is within that store’s delivery area. The postcode checker will always show you the options available for your address.
Selected cakes are also available for courier delivery across mainland Great Britain. Unfortunately, we’re currently unable to deliver to Northern Ireland.
Cancellations & Refunds
Whether we can offer a refund depends on whether your cake has already been prepared.
If your cake has not yet been made, we may be able to cancel your order and issue a refund. Once your cake has been prepared, we’re unable to offer a refund.
As preparation times can vary by store and by order, there is no fixed cancellation cut-off time. If you need to cancel, please contact our Customer Service team as soon as possible and they can check the status of your order with the store.
If a cake is not collected, it will be held by the store for up to 24 hours before being disposed of. Unfortunately, we’re unable to offer refunds for uncollected cakes.
About us
Since June 2018, Cake Box has been owned by Cake Box Holdings PLC, a Public Limited Company listed on the London Stock Exchange. Its shares are held by its directors, large professional investment institutions, and members of the public. Like our individual franchise owners, our directors come from a diverse range of racial, religious, and ethnic backgrounds, and the company does not support any political or religious causes in the UK or abroad.
Cake Box began in 2008 with a single store in East London, built on a simple idea: bring delicious fresh cream celebration cakes to the UK market without using eggs. That founding idea came from the founders' own lacto-vegetarian background, and it's grown, through a network of licensed franchisees, into a family of 300+ stores across the country, with more opening every month. We still hold on to the same family values today, treating every customer as part of the Cake Box family and every cake as if it were made for one of our own.
There’s no password to remember. Simply enter your email address on the sign-in page and we’ll send you a verification code. Enter the code to access your account.
If the code doesn’t arrive, check your spam or junk folder and make sure the email address you entered is correct.
We do not currently offer a cake subscription.
You haven't find your answer?
However you're celebrating, we want ordering your cake to feel as easy and reassuring as picking it up. If your question isn't answered here, your local branch is always the quickest way to get a straight answer, from checking allergen details to talking through delivery options for your area. Ready to order? Browse our cakes or find your nearest store to get started.