FAQs

🧁 GENERAL:

Q: Where are you based?
A: We’re located in Fulham (SW6), near Parsons Green and a short drive from Hammersmith. Exact collection details provided after order confirmation.

Q: Do you have a physical shop I can visit?
A: We are currently in the process of relocating. We’re an online-based bakery as of now. All cakes are made to order and available for collection only.

🎂 BESPOKE CAKES:

Q: How do I order a custom cake?
A: Just head to our Enquire Now section and fill in the bespoke order form. We’ll get back to you with availability, pricing, and next steps.

Q: How much notice do you need?
A: Ideally at least 2 weeks' notice for custom cakes. Dates fill up quickly, so we recommend enquiring early - especially for weekends or special occasions.

Q: How much do your cakes cost?
A: Prices vary depending on size and design. Bespoke cakes start from £80. Once we receive your enquiry, we’ll provide a tailored quote.

Q: Can I send you a photo of a cake I like?
A: Absolutely! We don’t replicate designs exactly, but we’ll use your inspiration to create a unique cake that suits your style.

⏱️ NEXT DAY BAKES / SHOP ORDERS

Q: What are Next Day Bakes?
A: These are our ready-to-go cakes and bakes available for collection the next day! Just visit our Shop section, place your order before 1PM, and collect the following day.

Q: Can I customise a Next Day Bake?
A: These are pre-set items designed for quick turnaround, but some include options to add a short message. If you're after something specific, our bespoke cakes are the way to go!

Q: Do you offer delivery?
A: We don’t offer delivery at this time.
However, you’re welcome to arrange your own courier (e.g. Uber), but please note this is entirely at your own risk. We are not responsible for any damage caused during third-party transport.

🍰 DIETARY & ALLERGEN INFO:

Q: Do you offer gluten-free, dairy-free, or vegan options?
A: We offer a selection of gluten-free, dairy free and vegan bakes - check each product listing for details. However, all items are prepared in a kitchen that handles gluten, dairy, eggs, and nuts.

Q: Can I order if I have a nut allergy?
A: Unfortunately, we can’t guarantee that any product is nut-free due to cross-contamination risk. Please contact us if you have concerns before ordering.

💳 PAYMENT, COLLECTION & CANCELLATIONS:

Q: When do I pay?
A: Payment is required in full to confirm all orders. For bespoke cakes, we’ll send an invoice once your enquiry is accepted. For shop orders, payment is taken at checkout.

Q: Where do I collect my cake?
A: Collection is from Fulham, London. We’ll send exact pickup details and time slots once your order is confirmed.

Q: Can someone else collect my cake?
A: Yes! Just let us know their name and make sure they have your order confirmation when collecting.

Q: What if I need to cancel my order?
A: For shop items (Next Day Bakes), all orders are FINAL.
For bespoke cakes, deposits are non-refundable. Please get in touch as soon as possible if your plans change.

💬 Still Have Questions?
Drop us a message via our Contact page, DM us on Instagram @bysantinho, or email us at bysantinho@hotmail.com - we’re happy to help!