Frequently asked questions
With hundreds of hand-iced biscuit gifts, chocolates and sweet treats to choose from, Biscuiteers has been helping people celebrate life’s little moments in the most delicious way since 2007. From birthdays and thank yous to new babies, weddings and everything in between, our beautifully crafted gifts are made by hand at our Ministry of Biscuits in London using traditional techniques and the finest ingredients. Loved by gift-givers across the UK and beyond, each biscuit is carefully iced by our talented artists and packaged in our signature illustrated tins and boxes. Below, you’ll find everything you need to discover the perfect personalised gift for every occasion.
Should you have a question that isn't answered below, feel free to reach out to our team on yum@biscuiteers.com, and our team will be happy to help!
Placing your order
All the top tips and questions answered about placing an order with us. Whether that's promo codes, gift messages, checkout questions or anything else.
How do I add a gift message and where will this go?
A gift message can be added when you go to the basket so just before you proceed to checkout and pay for your order.
We will always confirm the contents of your gift message in your order confirmation, so if for any reason this doesn't show, please do get in touch with our Customer Service team, who will be happy to help!
Once added your gift message will be printed upon dispatch on one of our little seasonal cards with hand illustrated Spring, Summer, Autumn, Winter or Christmas design.
Can I send multiple gift messages in a single order?
We're unfortunately not able to send multiple gift messages in the same order, if you're wanting those to read differently.
In some circumstances however, we may be able to print multiple of the same gift message to send.
If you're wanting to send multiple messages with different products, these would need to be placed separately as different orders.
What are your payment options?
We accept payment from a large range of payment providers, including:
VISA, MasterCard, American Express, Maestro, PayPal, Apple Pay, Google Pay, Union Pay, JCB, Discover & Diners Club.
Payment can also be made via Klarna.
How do I apply a discount code to my order?
Discount codes will need to be entered manually in the checkout to apply and are not automatic.
When in the checkout, a separate section is highlighted on discount codes and Pressie Points. Codes can be added and redeemed here by typing them into the field and clicking apply.
Terms and conditions for code use will be available from the site you received the code from, whether our main homepage or one of our Marketing emails.
I'm having some trouble proceeding through checkout, what do I do?
We're very sorry if you are experiencing some trouble proceeding through the checkout.
In the first instance, please make sure you have entered all of your details, including payment and delivery information correctly.
Then scroll to the bottom of the page to click 'Review Order', this will take you to the next page where you can double check all your details are correct & click 'Pay Now'.
Your order should then process provided everything is in order!
If for any reason you're still experiencing some issues, please don't hesitate to get in touch!
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Product questions
Not sure what size cake you need? This section helps you choose the right cake based on the number of guests, so everyone gets a generous slice without any guesswork.
How is my cake kept fresh during the delivery process?
We use dry ice to keep your cake fresh and protect its quality during transit. We also use air pockets and polystyrene to keep the cake safe.
What is Dry Ice?
Dry ice is solid carbon dioxide at -78°C. It helps keep perishable food fresh because it is very cold and prevents bacteria growth. Dry ice is environmentally friendly, made from recovered carbon dioxide.
Dry Ice Safety:
Dry ice turns into carbon dioxide gas. Even a small piece of dry ice creates a lot of gas, so be careful.
Always follow these instructions when handling dry ice:
Dry Ice Disposal:
Once you unpack your order, immediately dispose of any remaining dry ice. Handle it carefully. Dry ice will turn into harmless carbon dioxide gas, but it is very cold and can produce a large volume of gas.
ALWAYS dispose of dry ice in a well-ventilated outside area, so the gas can disperse safely. ALWAYS ensure that dry ice packs are disposed of in a safe place and is not accessible to passers-by, particularly children and animals.
ALWAYS remember not to handle dry ice with bare hands. ALWAYS dispose of under conditions where the low temperature will not present a hazard or problem.
DO NOT Dispose of dry ice in an area where the CO2 gas can collect in low lying areas such as drains, confined space.
DO NOT Place dry ice in your freezer or fridge. DO NOT Place dry ice into drink.
We do NOT advise refreezing the cake once defrosted."
How do I dispose of dry ice and ice packs?
DRY ICE:
After unpacking your order, any remaining dry ice should be handled with care and disposed of immediately. Dry ice naturally evaporates into carbon dioxide gas, expanding up to 500 times its volume.
If your dry ice bags are torn or have small holes, your product remains safe and unaffected.
•To safely dispose of dry ice, place it in a well-ventilated outdoor space and evaporate any left over ice safely—like a garden, open doorway, shaded driveway, or beside outdoor bins—ensuring it’s kept away from children, pets, drains, and busy walkways.
• Keep away from children, pets, drains, and confined areas. Including passers-by.
•Never touch dry ice with bare hands—use gloves or tongs.
•Do not place dry ice in your fridge, freezer, or drinks.
ICE PACKS:
•Wait until fully thawed
•Snip the corner and rinse the gel down the sink (it won’t clog pipes and is safely processed at wastewater treatment facilities)
•The outer bag is LDPE and fully recyclable with plastic films at major supermarkets
For local recycling points, visit Recycle Now.
How does Patisserie Valerie ensure my cake arrives in one piece?
After an extensive trial, we selected DPD Local as our logistics partner as they had the highest first time delivery success rates. We then developed a packaging system with DPD Local, specifically for fragile food items which should ensure it arrives safely.
How do I check the status of my order?
Once your order has been dispatched, you will receive an email notification with a tracking number. To track your order click here.
Our courier, DPD, will send a text on the delivery day with a 1-hour delivery slot. While we strive for timely deliveries, occasional issues in the logistics chain can arise. For further information and to track your delivery, please contact DPD directly here.
When can I consume my cake?
To ensure maximum freshness for your special occasion, our cakes are shipped frozen. Depending on the time of day your delivery arrives, the cake will need to defrost for 3 to 10 hours. While we pack our cakes with dry ice to keep them frozen, the exact defrosting time may vary based on delivery conditions and weather.
Pressie Points
A birthday cake is even more special when it feels personal. Here you’ll find answers to common questions about adding a message, choosing decorations, and making your cake feel truly made for the celebration.
How long can I store my cake?
Our cakes can be kept frozen and airtight for up to six months or stored covered in the fridge for three days once defrosted. When your cake arrives, please follow the handling instructions. Please do not refreeze the cake once it has defrosted.
How can I contact you?
Our goal is to provide you with beautiful products and excellent service, but we understand that sometimes things don't go as planned. If you are unhappy with your purchase for any reason, please use our customer enquiry form.
If your cake has arrived damaged, email us at orders@patisserie-valerie.co.uk with images of the damage. Our inbox is monitored Monday to Friday, 9 am to 5 pm, and one of our team members will respond as soon as possible.
You can also reach our Customer Service Team at 0121 728 6496, available Monday to Friday, 9 am to 5 pm. Please have your order number and batch code ready (this information can be found on the box).
Please note our cancellation policy:
- Cancelling 14 days to 72 hours before delivery or collection: You will receive a maximum of 50% of the order total.
- Cancelling within 72 hours of delivery or collection: Patisserie Valerie reserves the right to retain the total value of the order to cover costs.
- Orders placed for next-day delivery cannot be amended, altered, or cancelled once placed.
- Once your order has been fulfilled, no amendments or cancellations can be made.
Thank you for your understanding and cooperation.
Do you offer click and collect?
Yes, you can order your favourite cakes, savoury dishes and speciality hot drinks with a few clicks of a button! Perfect if you have a last-minute celebration that requires a whole celebration cake! Simply find your nearest Patisserie here and see what they have available!
If you would like to plan ahead and order a celebration cake for collection for a future date, you can currently order and pay in-store only with a team member. Alternatively, you can order for delivery in advance and have one less thing to worry about!
Can I place a large order for an event or special occasion?
Yes, we would be delighted to help you plan for your special occasion or event. Simply contact us by emailing orders@patisserie-valerie.co.uk
or call us directly on 0121 728 6496 Monday-Friday 9am-5pm and we'll be pleased to help.
Can I place an order for a team meeting or an office party?
Yes, we would be delighted to supply an array of sweet treats for your office party. Simply contact us by emailing orders@patisserie-valerie.co.uk
or call us directly on 0121 728 6496 Monday-Friday 9am-5pm and we'll be pleased to help.
Please note: For your upcoming office party, team meeting, or event, we recommend placing your order early to allow the cake to fully defrost overnight. Additionally, be aware that our delivery partner, DPD, can deliver any time up until 9pm. We suggest arranging a suitable delivery location where someone will be available to accept the parcel.
Once your order is dispatched and you receive a tracking number, if you are unable to accept your delivery, please contact DPD via their website to set up a safe place or alternative delivery location. On the day of delivery, DPD will confirm a 1-hour delivery timeslot to keep you informed of your parcel's progress.
About your order
We know it’s important to cater for different dietary needs. These questions cover vegan options, allergens, and ingredients, helping you choose a birthday cake with confidence.
I'm interested in becoming a wholesale customer, can I open an account?
Are you an independent café or hotel looking to enhance your menu? Why not elevate your dessert offerings by introducing a select range of Patisserie Valerie’s exquisite treats to your customers. To find out more apply here: https://www.patisserie-valerie.co.uk/pages/wholesale
What are your terms of service?
Please find our terms of service here.
Can I use Apple Pay?
Yes! We now have Apple Pay integrated as a method of payment on our website. This can offer a seamless and faster way to check out however, NB: The delivery and billing addresses used for Apple Pay are pulled in from a customer's own Apple Pay settings. You MUST ensure that the address is correct on the apple payment screen before completing the order. Any orders for less than 72 hours time cannot be amended.
Do you offer any collaboration opportunities?
Are you looking to collaborate with a century old carbon neutral bakery with over 30,000 reviews from happy customers? Do you have more than 10k followers? We have some delicious opportunities for affiliate marketing and content creators to get involved, and would love to share our amazing products with more people! Please contact us with your information if you think that we could help each other continue succeeding.
How do I cancel or amend my order?
Cancellation Policy:
Due to the nature of our freshly made-to-order cakes, once an order is placed, changes or cancellations can be challenging and are subject to the following conditions:
Cancellation between 14 days and 72 hours before your delivery or collection date: A maximum of 50% of the order total may be refunded.
Orders placed within 72 hours of the collection or delivery date: Unfortunately, these orders are non-cancellable, and Patisserie Valerie reserves the right to retain the full value of the order to cover costs.
Next-day delivery orders: These cannot be amended, altered, or cancelled once placed.
Please note, once the baking process begins, our team is fully committed to delivering your order as requested. We appreciate your understanding and cooperation in these matters.
How to Cancel or Amend Your Order
To cancel or amend your order, please contact us at orders@patisserie-valerie.co.uk, via live chat on our website, or by calling 0121 728 6496.
Delivery Information
From placing your order to choosing a delivery date, this section explains everything you need to know to make ordering a birthday cake simple and stress-free.
Can I use more than one discount?
You may only use one discount code per order. No discounts can be combined.
Do you refund via PayPal?
We kindly ask customers to reach out to us directly with any concerns about their order. This allows us to resolve any issues quickly and provide the best possible support. Please note that we are unable to process refunds through PayPal. However, we’re here to help and will work with you to find a solution. Our goal is to ensure you’re happy with your experience, so don’t hesitate to get in touch with our customer service team on orders@patisserie-valerie.co.uk or call us directly on 0121 728 6496. Thank you for your understanding and for giving us the opportunity to make things right!
IRELAND ORDERS
How do I order a cake to be delivered in Ireland?
If you would like to order a cake for delivery in Ireland (both the Republic and Northern Ireland), please place your order through our Irish website, which you can find here: https://patisserie-valerie.ie/
For deliveries within mainland UK, orders should be placed through our UK website.
This helps ensure your order is dispatched from the correct location. Unfortunately, if an order is placed via the incorrect website, we won’t be able to guarantee delivery, and we’re unable to offer refunds for orders placed in error.
Thank you for your understanding, and please don’t hesitate to reach out if you need help placing your order—we’re always happy to assist!
You can contact us via:
•Phone: 0121 728 6496
•Live Chat
•Facebook Messenger
•Email orders@patisserie-valerie.co.uk
What days do you deliver to Ireland?
Our home delivery service operates from Tuesday to Saturday to most postcodes in Ireland (Republic of and Northern). We do not deliver on Sundays, Mondays or Bank Holidays to allow our bakers a well-deserved break!
Since we do not deliver on Sunday or Mondays, we recommend choosing your delivery on the Saturday before your event. Your cake will be freshly baked, decorated, and then frozen. We will carefully pack it with dry ice to ensure it arrives safely and remains fresh for your special day.
Icing Cafe & Events
To enjoy your birthday cake at its very best, a little care goes a long way. Here you’ll find guidance on storage, freshness, and how to prepare your cake for serving.
How much do deliveries to Ireland cost?
DPD Nominated Day: €6.95 (Tues-Fri), €8.95 (Sat)
DPD Next day delivery: €10.95 (Tue-Fri), €30 (Weekend)
Why can’t I get next-day delivery in Ireland?
Due to DPD’s collection times and delivery schedules in Ireland, we’re unfortunately unable to guarantee next-day delivery at this time. However, we always aim to get your order to you as quickly as possible—and it will always arrive within 2 days.
To avoid any stress, especially around special occasions, we recommend placing your order 2–3 days in advance to allow for any unexpected delays.
Our cakes are shipped frozen to preserve their freshness and can be stored in the freezer for up to 6 months, or in the fridge for up to 4 days once defrosted.
Can I click and collect in Ireland?
Yes, you can order your favourite cakes and hampers for collection from Dundrum store with a few clicks of a button! Perfect if you have a last-minute celebration that requires a whole celebration cake! Simply pop over to our Irish store by selecting the drop down on the top right of our home page and see what they have available!
Collection from our store, Bakers & Baristas, on Level 3 of the Dundrum Shopping Centre
My Account
We are now delighted to offer a selection of our cakes and treats for delivery throughout Ireland and Northern Ireland. This section has all the helpful information about how this service works to make ordering as easy as possible.
Why isn’t the full range of products available in Ireland?
Our Irish site is only a small bakery, and at the moment we’re offering a selection of our best-sellers and customer favourites.
Why is my order more expensive in Ireland?
We understand that pricing differences can be a bit confusing, so we’re happy to explain.
Orders placed through our Irish website may be slightly more expensive due to a combination of factors:
•VAT Rates: The rate of VAT (Value Added Tax) differs between Ireland and the UK, and this affects the final price of your order.
•Logistics & Local Operations: Our Irish site is serviced by a smaller bakery, and products are delivered through courier networks. These local logistics, along with import and handling costs, can sometimes result in slightly higher prices.
We always strive to keep our pricing as fair and transparent as possible, while ensuring the same high quality and service across all locations.
How do I contact you from Ireland?
You can contact us with any queries via email: orders@patisserie valerie.co.uk.
Or if you prefer you can speak to a member of the Irish team on +353 1 233 9001.
If you aren't able to find the answer to your question, please feel free to reach out to our team on yum@biscuiteers.com and our team will be happy to help!