General Pickup/delivery/faqs

  • We are open between Tuesday and Saturday.

    • Tuesday - Wednesday: 9am-5pm

    • Thursday - Friday: 9am-5.30pm

    • Saturday: 10am-5:30pm

    • Sunday & Monday: closed (no pickup or delivery)

  • At our Store: Tuesday - Saturday, at Em Cakes, 332 West End Lane, NW6 1LN (Sundays and Mondays are closed)

  • Yes, we offer cake delivery to local and central London postcodes. Delivery is available 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 force majeure and 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.

  • In a car. Make sure you place the cake box flat on the floor in the front, 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.

  • 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.

  • Birthdays, Weddings & Other Occasions: No, we do not offer fully customised cakes. All cakes shall be ordered from our online selection. However, we can do minor adjustments including colours, sizes, cake shapes, adding ribbons or glitter 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.

    Note: There will be extra fee for any adjustments made or added elements included.

    Corporate: Yes, we offer custom buttercream corporate cakes providing your chosen style is aligned with our design styles.

  • No. Our cakes do not contain alcohol or gelatin.

  • 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.

  • For occasions cakes, at least 5-7 working days in advance, depending on the cake selection.

    For wedding cakes, at least 8 weeks in advance.

    Shorter notice: Please confirm last-minute orders with our team by email or phone.

  • 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!

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

  • No, we do not do fake or dummy cakes.

  • 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.

  • 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.

  • 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 Cake faqs

  • 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.

  • We recommend to order your wedding cake with a minimum of 8 weeks in advance. If it is a large and tiered cake, order shall be placed within 6-12 months in advance.

  • At our Store: Tuesday - Saturday, at Em Cakes, 332 West End Lane, NW6 1LN (Sundays and Mondays are closed)

  • We offer wedding cake delivery in London. 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.

  • 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.

    However, we do not recommend this if the design has fresh flowers on it as flowers will likely wilt.

  • 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).

  • This is optional. Should you wish to have cake tasting prior to booking the wedding cake, simply book online via:

  • 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.

  • 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.

  • 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.

  • We use fresh flowers and edible pressed flowers subject to designs. Regarding wedding cakes decorated with fresh flowers, all flowers are subject to availability, so no exact flowers type is guaranteed.

    Should you wish to match the exact flowers decoration, you would need to send us flowers used by your florists before the delivery date so we will use that accordingly.

  • No, we don’t use fake or dummy cakes to help minimize the use plastic and waste as part of our sustainability practices.