Frequently asked questions
Where are you based?
Kidbrooke, South East London
SE3
Please note that we currently do not have a physical store for Rae's Bakehouse that is open to the public
How far in advance can I place an order?
You can never be too early! We are happy to take bookings for up to a year in advance
We kindly ask customers to provide at least three weeks' notice for custom orders
Last-minute orders are not guaranteed and will depend on availability
For custom orders, please complete the order form found in our Custom Order tab. Once submitted, allow up to 48 hours for a response. If you don’t hear back within that time, feel free to email us at raesbakehouse.enquiries@gmail.com.
After reviewing your form, we will send you an invoice with payment and collection details. If we need any additional information about your order, we may reach out via email or phone for clarification.
Do you offer delivery services?
Yes! For custom orders, we offer delivery through a third-party courier service.
Delivery is available for an additional fee, which is calculated based on the distance.
Please include the postcode of the delivery location in your order form so we can provide an accurate delivery fee.
What are your terms and conditions?
To ensure proper planning and smooth production, we kindly ask for at least three weeks' notice for custom orders. Unfortunately, we cannot guarantee availability for last-minute orders.
If a last-minute order can be accommodated, full payment is required to confirm the order.
Please note that orders are not confirmed without a deposit. Deposits are non-refundable but can be applied toward a future order if necessary.
For collections, we provide a 30-minute time slot. If you miss your allocated slot, you will need to arrange a new collection time based on the next available slot.
Once your order has been collected, we cannot take responsibility for any damages. We strongly advise against using Uber or similar services to transport custom cakes, as they may not provide the necessary care during transit.
Do you work with fondant?
All of our cakes are covered with buttercream and we do not use fondant to cover our cakes.
