FAQs

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 by our partner courier and the fee is from £17.50.

You will be able to see postcodes we deliver when you place the order online upon checking out. Postcodes we deliver include:

  • NW1, NW2, NW3, NW5 NW8, NW10, NW11

  • W1, W2, W4, W6, W8, W9, W10, W11, W12, W14, WC

  • N1, N2, N4, N5, N6, N7

  • SW1, SW2, SW3, SW5, SW6, SW5, SW7, SW10

  • E1, E2, E3, E5, E8, E9, EC, SE1

    Please note: Once the cake leaves our premise (store), we do not hold responsibility for damaged cakes during transportation. We recommend you to personally pick up your order from our store in West Hampstead.

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

For wedding cakes, at least 6 weeks in advance.

How do you deliver Wedding Cakes ?

  • 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.

    Alternatively: cakes can be collected from our store.

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

Simply book the session online via: Wedding Cake Tasting & Consultation

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, many of the cakes you see on our website, particularly ones with neutral colour theme are suitable for gender reveal event. If you'd like the inside icing to match the baby's gender, just let us know after placing your order. Alternatively, you can place the order for our signature gender reveal cake here and cupcakes here.

Do you offer cakes with special dietary needs?

Yes, we can cater vegan cakes/dairy free or gluten free . However customers are advised that some of the cakes and flour confectionery may contain eggs, gluten, milk, gelatin, 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.