FAQs

Frequently Ask Questions

Placing an order could not be simpler! Please go to our Shop, or click here, select what products you wish to purchase and follow the steps.

All others must be placed, and paid for, online and you will receive order confirmation, together with receipt of payment, via email the next working day.

If you wish to place a custom order please complete our Contact Form, click here, and we will contact you directly to discuss your requirements.

Processing time depends on how busy we are, for large orders of 100+ cookies please allow a minimum of 14 days. For smaller orders please allow up to 5 working days, from the day after you placed your order, from the day after you placed your order, plus shipping time (if required).

If you need an order on a specific date and/or short lead time, please contact us via the contact form before placing your order.

Cookies and Cookie Decorating Kits

Collection: Collection is available from our Head Office in Hordle, Hampshire, at a mutually agreed date and time.

Delivery: Up to 20 cookies, weighing no more than 2kg, will be sent via 1st Class Royal Mail at a cost of £5.00.

20+ cookies, or orders weighing over 2kg, will be posted via UPS Courier 1-3 day Service at a cost £8.00.

Alternative postal options are available upon request (please allow processing time in addition to our delivery time).

Please ensure you enter your full address details carefully when placing your order as we cannot take responsibility should your order be delayed, or even fail to arrive due to incorrect information being supplies.

It is our priority to post all orders via 1st Class Royal Mail or next day delivery UPS Courier Service. However, as you will appreciate, we cannot guarantee an exact delivery date due to us using a third-party company and, therefore, this is beyond our control.

Cakes

We offer collection only for cake orders from our Head Office address in Hordle, Hampshire. Collection would be at a mutually agreed date and time.

Please ensure you adhere to these arrangements.

PLEASE NOTE: Our cakes sometimes contain non-edible items, such as internal support structures. These will be detailed on the Delivery Note and must be removed before serving or eating.

Full payment is required when placing your order. We offer the following secure online payment methods: PayPal; BACS; Debit Card; or Credit Card.

Yes, we fully appreciate everybody has different likes, passions and hobbies. Therefore, we are pleased to offer bespoke cookies and cakes.

Cookies

Custom cookies start at £4.00 per cookie based on a minimum order of 10 cookies with a basic design. Additional colours, airbrushing, writing, intricate design or use of meallics and edible glitter will result in a price increase.

Hand painted cookies start at £4.50 for a basic design and, again, the price will increase with more intricate designs and decoration.

Please complete the Contact Form, click here, with as much detail as possible to ensure you receive the most accurate price.

Personalised cookie gift boxes are available for up to 10 cookies (one theme with up to 10 different designs) start from £45.00.

Cakes

For personalized cakes, please contact us via our Contact Form, Click here, with as much detail as possible and we will ensure you receive the most accurate price.

Payment

Full payment is required a the time of placing the order. Please ensure any amendments or alterations are emailed to us as soon as possible and we will do our utmost to accommodate these, however, this cannot be guaranteed

Cookies have a shelf life of 2 months providing they are kept in their original packaging. Cookies are individually wrapped in a clear cellophane bag with matching ribbon or heat sealed.

Cakes should be consumed within 5 days of receipt and kept refrigerated once cut.

Our cakes sometimes contain non-edible items, such as internal support structures. These will be detailed on the Delivery Note and must be removed before seriving or eating.

Yes, we are pleased to confirm you can freeze our decorated cookies and cakes. Please follow below instructions to ensure maximum freshness.

Cookies: place the cookies in their original packaging then place into an airtight container. Cookies can be kept in the freezer for up to 3 months.

To defrost, remove the airtight container from the frezer and leave at room temperature. Do not open or remove the cookies from the airtight container until they are completely defrosted and have reached room temperature. Please note if the container is opened during the defrosting process this will create condensation inside the cookie bag which will cause the icing on the cookie to melt.

Once defrosted do not refreeze.

Cakes: once you have cut the cake in pieces place it in an airtight container. This can be kept in the freezer for up to 1 month.

To defrost, remove the cake from the freezer and leave at room temperature. Consume within 24 hours, Once defrosted do not freeze.

 

We supply a full list of ingredients on each individual product and any specific allergens are displayed in Bold on this list.

If you require a complete list of ingredients for a particular item(s) before placing your order please contact us using our Contact Form, click here.

Our cookies and Cakes are made in a kitchen which handles all allergens, therefore, we cannot gurantee allergen free products.

All 14 allergens are handled in our kitchen:

  • Celery
  • Cereals containing gulten – including wheat, rye, barley and oats
  • Crustaceans – such as prawns, crabs and lobsters
  • Eggs
  • Fish
  • Lupin
  • Milk
  • Molluscs – such as mussels and oysters
  • Mustard
  • Tree nuts – including almonds, hazelnuts, walnuts, brazil nuts, cashews, pecans, pistachios and macadamia nuts
  • Peanuts
  • Sesame seeds
  • Soya beans
  • Sulphur Disoxide and Sulphites (if they are at a concentration of more than ten parts per million)

Food hygiene and safety is our top priority. All products are stored, rotated and used in accordance with our Food Hygiene and Safety Policy.

We operate from certified premises with a Certificate in Food Safety in Manufacturing Level 2. We adhere to HACCP to manage food safety, this is overseen by New Forest District Council.

Cancellations made more than 14 days prior to the Event Date will be subject to a cancellation fee of 50%. We cannot refund the cost of any orders cancelled with 14 days’ notice or less of the Event Date.

Terms and conditions

Definition

The “Seller” is Forest Cake Crafts. The “Buyer” means the person (legal or natural who buys the goods. “Goods” is defined as the items to be supplied by the Seller to the Buyer as listed at time of purchase.

General

Thse Terms and Conditions shall apply to the sale of the Goods by the Seller to the Buyer to the exclusion of all other terms and conditions referred except where the Seller and/or Buyer has agreed to such variation in writing. By ordering from Forest Cake Crafts you agree to be legally bound by these Terms and Conditions and accept that these may be modified or amended and posted on this website from time to time.

Payment

We require full payment to be made when you place your order, failure to complete full payment may result in your order being cancelled.

Refunds and Cancellations

Cancellations made more than 14 days prior to the Event Date will subject to cancellation fee of 50%. The Seller cannot refund the cost of any orders cancelled with 14 days’ notice or less of the Event Date.

In the unlikely event the Seller has to cancel the order for any reason, then the Seller will give the Buyer as much notice as possible. The Seller will discuss the matter with the Buyer and try to agree a suitable alternative.

This cancellation policy does not affect your legal statutory rights under the Consumer Rights Act 2015.