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Lola's Support

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Create an account to start earning points. You’ll earn rewards when you place orders.

How can I earn points?

Rewards Club

Can stores personalise cakes/cupcakes

Can I buy a cake slice in store?

Can I buy full sized cakes in store?

What stores offer seating?

What cupcake boxes do your stores offer?

Store collection restrictions during Summer

Store Information

Collecting from a locker

Why is the locker not available?

Locker Information

How much notice do I need to give to place an order?

Can I place an order for the same day delivery/collection?

What happens if I need to amend my order?

Do you make bespoke cakes/cupcakes?

Do you sell gift cards?

Discontinued products

Do you accept American Express (AMEX)?

Can I use any image for my cake/cupcakes?

What is the policy for customizing cake orders at your shop?

Can I have customized cupcakes without any pre-set decorations or wording?

Can I have cupcakes delivered on a specific date even if the website shows no delivery available?

How can I order over the phone or get in touch with customer service?

How can I confirm the status of my order?

Can I order a cake with specific dietary requirements?

What action should I take if I've entered the wrong information in my order?

How to pick delivery date and location?

Ordering

Delivery Postcode List

What delivery time slots do we offer?

How we keep you informed of your delivery

Where do we deliver to

Refrigerated delivery

Can I collect a Wedding cake from store?

What are your postal delivery rates?

Sustainable delivery

What do I need to bring along when collecting my order?

Where can I collect my order from?

Can I change from collection to delivery?

How do we package our postal items?

What time can I collect my order?

If you’re not able to receive your delivery

What should I do if the items delivered are not what I ordered?

How are the brownies delivered?

Can I get a refund or replacement for a late or missing cake delivery?

Is it possible to get a refund for undelivered or missing items from my order?

What should I do if someone else is collecting my order?

How can I confirm my delivery time for an order?

Do invoices or receipts get included with the orders?

What if I'm not available for the delivery window I've selected?

What should I do if I receive a delivery confirmation but cannot locate my package?

Can I specify a safe place for my delivery even if there are already delivery instructions on file?

What if my delivery was left in a loading bay instead of being handed to reception?

How do I return my packaging ?

Delivery / Collection Information

Storage Instructions

What’s the best way to slice my cake?

How do I get my cakes home If I am collecting from one of your stores ?

Can I freeze my cake/cupcakes?

Sizes of cupcakes

Sizes of cakes

How is my order packed?

Where will my personalisation be on the cake?

What colour personalisation can I have?

How long will my cake/cupcake keep?

How should I store cupcakes to maintain freshness for a specific event?

How can I obtain an invoice for my order?

Information about your cake/cupcakes

Are any of your cupcakes suitable for vegetarians?

Are your cupcakes suitable for people with nut allergies?

Do you sell any Vegan cupcakes or cakes?

I’m a Celiac; do you sell wheat free cupcakes/cakes for me?

Do we use pasteurized dairy products?

Do you have any products suitable for lactose intolerance?

How can I find out the nutritional information?

Where can I find the ingredients for your cakes?

Do your cakes contain alcohol, and are they suitable for specific dietary principles?

Can your bakery provide dietary or nutritional information for your cakes?

What does 'No Artificial Colours' mean?

Allergens & Dietary

Customer Support

What do I do if I need to cancel my order?

What do I do if I’m unhappy with my order/purchase (returns policy)

How do I add extra items to an existing order or cancel an unnecessary duplicate order?

What should I do if I received a cake that is not up to standard?

How do I make a complaint about the service I've received?

What can I do if my cake was damaged or collapsed during delivery?

How do I report a cake that is not as described or has a quality issue?

How does the refund process work if I paid by digital means and did not receive a receipt?

What happens if an item from my order is missing upon delivery?

What is the process to report an issue with my recent purchase and seek compensation?

How do I handle receiving an incorrect or damaged order, and can I request a refund or replacement?

How do I report an order where the cupcakes were found to be ruined upon opening?

What to do if I received an anonymous delivery and want to find out the sender?

How do I request a refund for missing items from an order that contained more than one product?

Can I receive a confirmation email for my order?

How can I confirm the availability of a specific cake for in-store collection?

How can I provide feedback about a positive experience I had with your staff?

What can I do if I miss the deadline for next-day orders?

How can I apply for a job at your company?

Getting further help

Do you offer student discount?

Do you offer discounts for first orders?

Do you offer discounts for bulk orders?

Will I receive an NHS discount for my online order? How does it work?

Discounts/Promotions

How do I go about placing a corporate order?

Can I pay with BACS transfer?

Do you offer bespoke packaging?

What are my options for branded or logo cupcakes for an event?

What options are available for branded company cupcakes?

Are there any discounts available for bulk orders?

Corporate Orders FAQs

How to store cakes in the heat

How to commute with our products

How to travel with a cake in the car:

When to eat your items after refrigeration

Hot Weather, Cool Cakes: FAQs for the Summer Heat

How do I join Lola's Rewards Club?

How do I redeem my points?

How much are points worth?

Do I need an account to earn or redeem points?

Where can I see my points balance?

Do my points expire?

What happens to my points if I cancel an order?

What happens if my order is partially refunded?

When do I get my birthday gift?

I forgot to use my points at checkout, can I apply them retroactively?

Can I use points alongside discount codes or offers?

Can I earn or redeem points on all products and delivery?

When will my points be added after placing an order?

Full Terms & Conditions

Do you offer free delivery?

What are the caloric details of the mini Chocolate Heaven cupcake?

Can I order cupcakes and balloons together?

Do you offer a discount for charities ?

Can I have my order delivered to a hotel?

What are the delivery options and fees for Nationwide Orders?

Can I change my delivery address after placing an order?

Can I add a personalized message to my cake order?

How can I use my points when placing an order?

How can I place an order online?

How can I order a cake for a specific date?

Are your vegan cupcakes suitable for someone with an egg and nut allergy?

Can I change my order size and receive a refund for the difference?

Can I delete my account from Lola's Cupcakes?

What can I do if my points disappear after canceling an order?

Can I select flavors for assorted cupcakes?

How can I add a notice to my delivery order?

Do love points expire if not used?

Do you charge for order collection?

Do you support Klarna as a payment method?

How can I earn points?Updated 5 months ago