Ordering Info / Frequently Asked Questions
Can you deliver to my address or can I collect from you?
We deliver and set up on Wedding and tiered celebration Cakes. Please contact us for a quote. All other orders are generally for collection only but feel free to contact us for any special arrangement. Please note that all deliveries are subject to availability. We deliver only to certain London postcodes, and deliveries are subject to availability. Please contact us prior to adding delivery costs to your cart.
When can I pick up or receive a delivery?
We offer a personal delivery service Monday to Saturday from 10am to 6pm. Please contact us for any special pick up/delivery arrangement.
Why do cheesecakes require 48 hours’ notice?
All our cheesecakes are made by hand and they need time to set and chill to make it delicious as possible.
How much notice do I need to give to order a Wedding or Novelty cake?
It’s never too early to place your order, especially for weddings and novelty cakes. Ideally an order should be placed at least 6 weeks in advance and we recommend giving as much notice as possible, given that we often get booked up many weeks in advance.
If you have a “last minute” order to place feel free to contact us to check if we can accommodate you.
How much notice do I need to give to place an order?
72hrs notice is required for most cakes and cupcakes, as these are only made to order. Please note that large quantities may require a longer notice. Please contact us for more details.
Do you accept telephone orders?
We are afraid we can’t take any orders via telephone at the moment. But if you have an urgent question you can call us for a quick chat. Unfortunately we cannot answer every call as we’d be on the phone all and wouldn’t have enough time to create all your lovely cakes.
Is there a minimum order?
Theirs is no minimum order in monetary value. However please note that some products like cupcakes and mini tarts can only be ordered in set minimum amounts.
How do I pay for my order?
All orders placed online must be paid in full, except for Wedding and Novelty cakes. If you choose to pay a deposit on an online order, please be advised that no refund will be issued should you choose to cancel your order for any reason. A 50 % deposit is required for all Wedding and Novelty cakes after the cake consultation and the full payment 4 weeks prior to the delivery.
How do I correct/amend an order?
Please check your order is correct when you receive your confirmation. If your order needs amending, please contact us as soon as possible. We will try to accommodate the changes but cannot guarantee it will be possible to do so. Changes may incur an additional charge and we will notify you if there is any extra cost.
Where are you based?
Shilo’z is run from a private home in South Norwood, London (SE25). We were previously based in Elephant and Castle (SE1).
Do you currently have a shop where I can come and buy cakes?
Unfortunately we don’t have a shop at the moment. We are a home based business and every cake and cupcake is made to order. We do not store any ready made products ‘on stock’ as we want to ensure every cake is as fresh as possible and tasty.
Can you make a specific cake design for me?
If you cannot find a cake that you want on our website, please contact us and we will be happy to discuss your ideas and requirements.
Can I freeze your cupcakes/cakes?
Most of them can, Yes! Ask for advice on how best to freeze when ordering, delivering or collecting.
Do you bake any free from cakes?
Indeed we do! For example we offer Dairy Free, Egg free, Vegan, and Gluten Free. All of our cakes are baked in the same kitchen and although we strive do all we can to minimise the risk of cross-contamination, we cannot 100% guarantee this. Our cakes may not be suitable for those with very severe allergies.
Are your cakes nuts free?
We use nuts in our kitchen so although we can exclude them from a recipe, we cannot guarantee anything to be entirely nut free. We occasionally decorate cakes with chocolates that may contain nuts, or chocolates that may have been produced in an area where nuts are present.
Do you sell gift vouchers?
Indeed we do! Please contact us with your request.
Do you provide gift wrapping services?
Indeed we do! Cakes are presented in white cake boxes and we can add a coloured ribbon and gift card for an additional £2 per box. Cupcake bouquets can also be wrapped for an additional charge. Please contact us for more details.
How can I make a complaint?
Your feedback is very important to us and we want to make things right if our service or products have fallen below standard. Please contact our Customer Care team at email@example.com.