FAQs

What is your opening hours during Christmas 2024 and New Year 2025 ?

Christmas and New Year Holiday Hours:

  • Closed: December 22nd - 26th

  • Open: December 27th - 28th

  • Closed: December 29th - January 2nd

  • Open: Regular hours resume on January 3rd 2025.

Please note, we are back to be open as usual from the 3rd of January 2025. Our regular hours are Tuesday to Saturday, and we are closed on Sundays and Mondays.

What is the pick-up address?

At our Store/Cafe: Tuesday - Saturday at Em Cakes, 332 West End Lane, NW6 1LN (Sunday and Monday are closed)

Do you offer delivery?

Yes, delivery is available through our partner courier with a fee starting from £18.50. The postcodes we deliver to include:

  • NW Postcodes: NW1, NW2, NW3, NW4, NW5, NW6, NW8, NW10, NW11

  • W Postcodes: W1, W2, W3, W4, W6, W8, W9, W10, W11, W12, W14, WC

  • N Postcodes: N1, N2, N4, N5, N6, N7, N8, N10, N16, N19, N20

  • SW Postcodes: SW1, SW2, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11

  • E Postcodes: E1, E2, E3, E5, E8, E9, EC, E1W

  • SE Postcode: SE1, SE11

Please note: Once the cake leaves our premises, we are not responsible for any damage that occurs during transportation due to unforeseen issues. We highly recommend picking up your order personally from our store in West Hampstead.

  • If your postcode is not listed above, please select the pickup option.

  • Exceptions: To inquire about delivery to other London postcodes, please reach out to us directly. Additional delivery fee will be applied based on the cake specifications, delivery time, and most importantly delivery date. You would need to call the store first, before placing your order to confirm availability.

What is the best way to transport my cake ?

In a car. Make sure you place the cake box flat on the floor instead of the car seats. If it is hot, make sure your car’s air conditioning is on at least 30’ before arriving at pickup and during the transport. Once you’re home or at the venue, keep the cake refrigerated and bring it to room temperature before serving (typically 1-2 hours out of the fridge). We don’t recommend driving with a cake for more than 2 hours.

Are the cakes homemade?

At Em Cakes, we craft all our cakes and baked goods fresh in our Hampstead store kitchen. We take pride in our commitment to authenticity, using only high-quality natural ingredients without any artificial additives or ultra-processed preservatives. For the best taste experience, we recommend enjoying our fresh cakes within 3 days of your purchase.

Do your cakes contain alcohol or gelatin ?

No. Our cakes do not contain alcohol or gelatin.

How to place the order ?

The most efficient way to place an order is online though our website. Simply select from our available options and place the order following the advanced notice guidelines provided on each page. Please note that we tend to be very busy towards the weekend, which limits our capacity for last-minute bookings. In some weeks, we may not accept last-minute orders at all.

Important Notes:

  • We do not offer themed or custom cakes. All orders must be placed from the selections available on our website.

  • Minor adjustments or detail changes can be requested. You can specify these changes in the "Additional Information" section during checkout. If we are unable to fulfil your request, we will contact you to let you know.

  • Theme cake toppers: If you need help putting some cake toppers to match your theme on the cake, please bring it to our store and we can help you with that. These toppers shall be sourced by yourself.

Do you do custom cakes ?

Birthday & Occasions: No, we do not offer custom cakes. All cakes shall be ordered from our online selection. However, we can do adjustments including colours, sizes, cake shapes, or other elements of the cake based on the chosen style. The details of the required adjustments shall not be more complex than the original design. If we see the request that we cannot satisfy, we will inform you that and cancel the order per your request.

Weddings & Corporate: Yes, we offer custom buttercream wedding or corporate cakes providing your chosen style is aligned with our design styles. Regarding wedding cakes adorned with fresh flowers, we aim to match your theme as closely as possible. However, we cannot guarantee an exact match in flower types and colors unless the flowers are supplied by your selected florist. We'll do our best to coordinate the flowers with your theme, depending on what's available.

How far in advance I need to place an order?

For occasions cakes, from 3-7 working days, depending on the cake selection.

For wedding cakes, at least 6 weeks in advance.

How do I store the cake ?

Cakes are to be stored in the fridge and then taken out to come to room temperature for serving. We recommend serving your cake within 48 hours of receiving for optimal freshness!

Do cakes come with the cake stand ?

No, all cakes do not come with cake stands. If you need recommendation of the size required, please contact us.

Do you do fake/dummy cakes ?

No, we do not do fake or dummy cakes.

Do you do gender reveal cake ?

Yes, we can colour the icing inside to be pink or blue, just let us know after placing your order. Many of the cakes you see on our website, particularly ones with neutral colour theme are suitable for gender reveal event. Alternatively, you can place the order for our signature gender reveal cake here and cupcakes here.

Do you offer cakes with special dietary needs?

No, except for GF vanilla cake. We do NOT do dairy free and vegan cakes. Customers are advised that some of the cakes and flour confectionery may contain eggs, gluten, milk, colours, flavourings and may have traces of nuts. All cakes are made in an environment where gluten and nuts are present, so there is NO guarantee they are risk free.

How long does it take you to respond to email enquiries ?

It could be instant or take up to 5-7 working days in general. If you have not heard from us after 7 working days please ring the store and we can respond more promptly. It is very rare some enquiries are in our junk inbox but this does happen.

Wedding Cakes Faqs:

How do I book a wedding cake ?

If cake consultation is not required, the best way to book is pre-order online via our wedding cake page. You will see available options for cake size, flavour as well as pickup or delivery options during checkout. The online order process is straightforward and it is the most efficient way to book your wedding cake.

Wedding cake pickup: cakes can be collected from our store between Tuesday-Saturday.

Wedding cake delivery: The postcodes we deliver to are the ones listed above on this page, and between Tuesday-Saturday.

  • One To Three Tiered Cakes: For cakes with one to three tiers, we provide delivery to selected London addresses, with a delivery charge starting from £18.50. Your cake will be securely packaged in a cake box, just like any other cake. Upon delivery by our courier, it's your responsibility to handle the storage and set up of the cake. If the cake cutting is scheduled for later, the cake should be stored in a cool environment at your venue, such as a cold room or fridge, until 1-2 hours before cutting time.

  • Four Tiered Or Larger Cakes: Depending on the complexity of the design, setup may be required. If needed, we'll complete the decorations on-site. If the cake cutting is scheduled for later, the cake should be stored in a cool environment at your venue, such as a cold room or fridge, until 1-2 hours before cutting time.

  • For All Sizes: You're responsible for coordinating with your venue regarding the expected delivery, storage, and handling of the cake. Instructions for storage and handling of the cake can be found on the cake box.

    Alternatively: cakes can be collected from our store.

Wedding cake storage:

It will be the same as any other whole cakes. Once you’re home or at the venue, keep the cake refrigerated in the cake box and bring it to room temperature before serving (typically 1-2 hours out of the fridge).

What should I do if my wedding is on Sunday or Monday ?

If your wedding is on Sunday or Monday, you can book the cake pickup or delivery date to be Saturday and have the cake storage arranged accordingly.

How do we book wedding cake tasting and consultation with you ?

Should you wish to have cake tasting prior to booking the wedding cake, simply book online via:

Is the wedding cake consultation fee redeemable towards the cake order ?

No, the wedding consultation fee is non-refundable and not applicable towards the final cake booking.

What is your wedding cake icing style ?

The same as with all occasions cakes, our wedding cakes are made primarily with buttercream icing (Swiss meringue buttercream for milder taste and smooth texture), and cream cheese buttercream for certain flavours.

Note: we do not use fondant.

How far in advance do we need to place the order ?

We recommend to order your wedding cake with a minimum of 6 weeks in advance. If it is a large and tiered cake, order shall be placed within 6-12 months in advance.

Could I have mixed flavours for my wedding cake ?

Yes, for two and more tiered cakes, you have option to have mixed flavours. This can be selected in the flavour option, and you can specify the flavours for each tier after during checkout.

Does wedding cake come with a cake stand ?

No, all cakes do not come with a stand. You would need to source the stand yourself. Should you need advice on the size, please contact us.