Frequently Asked Questions

Edible Icing Images Information

How long are edible cake topper images good for?

We recommend using our edible cake topper images within 2 months of printing. There are no ingredients that will spoil but the compressed icing can become brittle and the colors can fade.

What are the ingredients?
What type of icing works best?

We recommend white buttercream icing. Colored icing (especially darker colors) will show through the image. Buttercream seems to have the lower moisture content so that the image softens enough but the colors don't bleed.

If you want a colored icing, you can do a thin layer of white buttercream just where the image will be placed.

How do I store the image?

We recommend when you recieve the image, take it out of the envelope and verify everything is correct then slide it back in the envelope and store it in a dark, dry place like a cabinet or a pantry.

My image is sticking to the backing, what do I do?

If your image seems to be sticking to the backing, we recommend placing the image in your freezer for just a couple of minutes and that should help it pop off. You can also go between the image and the backing with a thin knife, thin spatula, floss, or monofilament line.

Can I use these images on ice cream cakes?

Yes. We usually recommend taking the cake from the freezer just long enough for the top of the cake to soften, add your image, and put it back in the freezer until you are ready to serve. Be aware because of the nature of the image, the image won't soften into the cake as much as it would a tradition cake.

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express, and Discover.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. Please check your mailbox’s spam or junk folder (or promotions folder on Gmail) before contacting in case the order confirmation has been diverted there. If you haven’t received your order confirmation, please get in touch at info@cakecery.com just in case there’s a problem with your order.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product when possible and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@cakecery.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Yes, we can! You'll want to email us asap at info@cakecery.com so we can get your changes in before processing. We may need to send an invoice if you would like to add any items.

When will my order arrive?

We try to processs most orders in 1-2 business days. There are several shipping speeds to choose from USPS first class mail to UPS next day air. Please allow a few extra days for shippng delays when choosing a shipping speed as all shipping companies are still experiencing delays.

What countries do you ship to?

We ship to most regions worldwide.

How much is shipping?

Shipping costs depend on the item weight you’ve ordered and the exact address where it’s being delivered. The best way get your exact pricing is by going through the checkout process.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging. We do not offer exchanges. Our restocking fee for returned items is 25%.

How do I return an item?

Please contact our customer service team via info@cakecery.com. Providing the return is within the 30-day return period and meets our return criteria, you will need to arrange and pay for the label when returning an item.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@cakecery.com with the details. We’ll respond within 48 hours.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Digital Files

What is standard size?

Standard size has a size of 8x10 inches, but it can be printed in any size, whether for a cake, t-shirt, poster, banner, etc.

How long does it take to receive my digital file?

This usually takes 1 business day, but in most cases it takes much less.

Can I convert my order from digital to physical?

Yes, it can be changed to physical or vice versa.