Frequently asked questions

Ordering

How do I place an order?

Browse the goodies on our shop page, add any that take your fancy to your basket, follow through the checkout steps and VOILA! We only accept orders directly through this website. This is the only way we can ensure secure checkout.



How long will my order stay fresh for?

Our products are made without artificial preservatives because we love to bake fresh, delicious treats with ingredients that we can actually pronounce. Our products are best stored in an airtight container at room temperature. From the date you recieve your order, cookies are best eaten within 4 days and brownies within 6 days. You CAN freeze our brownies for up to 3 months but, we suggest eating them right away.



How do I know what allergens are present?

All of our products may contain milk, eggs, soya, wheat (gluten), or nuts. Our products are made in an environment where nuts, peanuts, eggs, milk, soya, sesame and gluten are used. For this reason we cannot guarantee they are free from traces of these allergens. On our shop page, you will find a breakdown of all ingredients within each product. If you do however, have a specific question do not hesitate to contact us by email (enquries@bakemeasmile.com), fill in the enquiries form on our site or shoot us a DM.



Do you offer gluten/ dairy free or vegan options?

Unfortunately, we are unable to cater for specific dietary requirements.



Delivery

Do you deliver internationally?

Sadly, no. We are based in the UK and cannot deliver out of the country. All orders are sent via Hermes Next Day delivery to ensure the quality and freshness of our baked goods!



When will my order be delivered?

We aim to dispatch all orders received as soon as possible. This can happen as soon as the same day but, could take up to 5 working days. We cannot be more specific as this changes on a day to day basis depending on how many orders we receive. Delivery will take between 1-2 working days from dispatch. PLEASE NOTE: Hermes deliver Monday-Saturday. If you require your order for an event at the weekend please take this into account when you place your order.



Where do you deliver to?

We deliver throughout the UK. Our standard shipping includes postcodes in England, Wales & the majority of Scotland. However, Hermes charge extra to deliver to the Scottish Islands and Highlands as well as Northern Ireland or Channel Islands.



Can I choose a specific delivery date?

Unfortunately it is not possible to choose or request specific delivery dates. We dispatch orders as soon as we can. We would always recommend you to order earlier rather than later - it's much better to receive an early birthday present than a late one for example.



What if my order didn't arrive on the date I wanted it for?

This sucks and we're so sorry but, we cannot and never have guarenteed delivery dates. Once your order is dispatched, it is in hands of your Hermes delivery driver and so we can't control when it arrives with you.



How can you ensure my order is packaged safely?

We take great pride in ensuring our products are packaged safely and presented beautifully. We enclose your goods in individually heat sealed, air tight, food-grade cellophane bags to prolong freshness. Your box is then filled with biodegradable packing peanuts which prevent items from moving around and becoming damaged during transit. Pop your packing peanuts under running water and see them disappear!



Do I need to be there to accept delivery?

Yes, someone will need to be there to accept delivery as our boxes cannot be posted through a letterbox. It is your responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. Bake Me A Smile cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no-one to accept delivery.



What if I need to leave a note about delivery?

If you have any additional information or special requests e.g. ‘Leave with security at front desk’, you will be given the opportunity to add this in during the checkout process.



What delivery provider do you use?

We send all orders via Hermes next day delivery.



Issues

What if I have an issue with my order?

Please send an email to enquiries@bakemeasmile.com and we will get back to you as soon as possible.



Collection

Can I collect my order?

Of course, you're more than welcome to collect from our home bakery. We are based in Kenley, Surrey. During checkout you'll be given the option to select 'collection' rather than 'delivery'. Then once your order is ready, we'll get in touch via email to organise a suitable collection time slot and we'll also give you our full address.



When will my order be ready to collect?

We aim to bake all orders received as soon as possible. This can happen as soon as the same day but, could take up to 5 working days. We cannot be more specific as this changes on a day to day basis depending on how many orders we receive.



How does collection work?

Once your order has been baked, we'll get in touch via email with various collection time slots for you to choose from. All collections are totally contact-free and so, a few moments before your agreed time slot, we will place your order on a small table outside our front door. There's no need to knock, just grab your box and enjoy!