ORDERING A CAKE

HOW DO I PLACE AN ORDER?

Please either email or message us on facebook. We do not take orders over the phone. All orders (with the exception of wedding orders) are subject to a 50% non-refundable deposit being collected at time of order, which can be made by Bank Transfer. The balance is then due by cash on collection or bank transfer the day before delivery.

HOW MUCH NOTICE DO YOU NEED?

We suggest booking at least 4 weeks in advance for cake/pavlova/cheesecake orders and 2 weeks for cupcake/brownie/cake pot orders. However, if you require your order on a Friday or Saturday please note these are our most in-demand dates and get booked up far in advance so we always advise booking as soon as possible.

DO YOU HAVE A SHOP?

We don't, but you can often find us with our HY Van at local events. Check our facebook page for updates and pop along to see us if you'd like to try our cakes & bakes.

DO YOU MAKE FONDANT CAKES?

Unfortunately we don’t specialise in fondant or novelty cakes and we won't copy designs of other cake makers. We are happy for you to send us photos to use as inspiration, however our signature style is quite distinctive and we hope this is why you are choosing us.

DO YOU CATER FOR SPECIAL DIETARY REQUIREMENTS?

All of our bakes are suitable for vegetarians (with the exception of our rocky road and any cakes decorated with marshmallows and sweets) and we can create gluten, dairy, soya and egg free bakes as well as vegan friendly alternatives. All our bakes are produced in premises where we use nuts, peanuts, milk, eggs, soya and wheat (gluten).

ARE YOUR BAKES SUITABLE FOR PEOPLE WITH NUT ALLERGIES?

All of our cakes & sweet treats are baked in the same bakery so it's possible that they will all contain traces of nuts. However, only a few of our bakes actually contain whole nuts, please ask before ordering.

DO YOU SELL BAKES TO BUSINESSES ON A WHOLESALE BASIS?

Yes we do, please email us to discuss your requirements.

WHAT IS YOUR CANCELLATION POLICY?

All orders (with the exception of wedding orders) are subject to a 50% non-refundable deposit being collected at time of order. If the full amount of the order has been paid at the time of order, 50% will be refunded to the customer if cancellation occurs more than 4 weeks before collection/delivery. Changes to the design of the order may incur an additional charge and must be finalised at least 2 weeks before delivery/collection date. Changes to the date of delivery/collection may result in cancellation of the order and retaining of the 50% deposit. Where possible, we will do our utmost to accommodate any design or date changes. Deposits cannot be transferred to another order in the case of cancellation. In the unlikely event that Frostbite Bakery is unable to fulfil your order for reasons outside of our control, your payment will be fully refunded.

DAMAGE

Upon delivery/collection, orders should be inspected to ensure their quality and that they are free of damage, as we do not accept responsibility for any damage caused after receipt of the order. We will always take a photo upon delivery and set up of the cake to confirm it’s appearance upon leaving if the customer isn’t present.


DELIVERY

DO YOU OFFER DELIVERY?

Yes, we can deliver your order to your home, work/office or any venue such as a restaurant or hotel provided they are willing to accept the delivery on your behalf and there is room for it to be kept in a fridge if necessary (we will provide instructions).

CAN I COLLECT?

Of course, our normal collection slots are 10am - 11am Wednesday - Saturday and 5-6pm on Tuesdays. Please note, these times may change due to events.

HOW ARE BAKES DELIVERED? 

Our bakes are hand delivered by our delivery driver in presentation boxes.

WHAT IF I HAVE MISSED THE DELIVERY OR THE RECIPIENT WASN’T IN?

Our delivery fee covers one delivery attempt only. Any missed deliveries will incur an extra cost of the delivery fee again. Please note, we may not have availability for delivery the following day due to other bookings or our working hours and we are unable to accept liability for this.

I NEED AN ORDER ON A SUNDAY OR A MONDAY BUT YOU’RE CLOSED. HOW CAN I GET AN ORDER FOR THEN?

We do not offer delivery or collection on Sunday’s or Monday’s. Our cakes keep well for up to 10 days, cupcakes and cheesecakes for 2-3 days. If you require an order for an occasion on a Sunday or Monday we recommend delivery or collection on the Saturday. Please note that our bakes are highly perishable items by nature and will require careful storage.


STORAGE

HOW SHOULD I STORE MY BAKE?

All our bakes are highly fragile and perishable items as we do not use preservatives. Once collected/delivered cakes need to be stored in a fridge to keep the buttercream looking sharp and then removed an hour before serving. Cheesecakes & pavlovas should be stored in a fridge until serving. Cupcakes, brownies, cake pots and cake jars should be stored at room temperature.

HOW LONG WILL MY BAKE KEEP FOR?

Cakes will keep well for 10 days from collection/delivery stored in an air tight container in a fridge once it’s been cut. Some components of the cake however will not necessarily keep as fresh - for example, the doughnuts will only keep fresh tasting for a few days. Cupcakes & Cheesecakes keep well for 2-3 days. Pavlovas should be eaten on the day of collection/delivery. Brownies, cake pots & cake jars keep well for 10 days.

I'VE COLLECTED MY BAKE, WHATS THE BEST WAY TO TRAVEL WITH IT?

Once your bake has left our bakery, you are responsible for it. Please travel with it flat in your boot or footwell, not on the seat. Drive carefully, your bake is precious cargo! Travel straight to your destination and put your cake/pavlova/cheesecake in a fridge as soon as possible. For large & tiered cakes, we recommend delivery as they can be very heavy.


WEDDING CAKES & OUR HY VAN

HOW FAR IN ADVANCE SHOULD I BOOK MY WEDDING CAKE?

We take orders for up to 2 years in advance for weddings and large events. However, if you are a last-minute couple, we will do our very best to accommodate your wedding!

DO YOU DELIVER WEDDING CAKES ANYWHERE IN THE UK?

Due to being located on the Isle of Wight and the high ferry costs, we only offer delivery across the Island. However, we are more than happy to meet you at any Island ferry port for you to transport your cake the rest of the way. The cost of delivery depends on the distance the cake needs to travel and is quoted from just £5 within Shanklin.

DO YOU CATER FOR SPECIAL DIETARY REQUIREMENTS?

All of our bakes are suitable for vegetarians (with the exception of any cakes decorated with marshmallows & sweets) and we can create gluten, dairy, soya and egg free bakes as well as vegan friendly alternatives. All our bakes are produced in premises where we use nuts, peanuts, milk, eggs, soya and wheat (gluten).

ARE YOUR BAKES SUITABLE FOR PEOPLE WITH NUT ALLERGIES?

All of our cakes & sweet treats are baked in the same bakery so it's possible that they will all contain traces of nuts. However, only a few of our bakes actually contain whole nuts, please ask before ordering.

ARE YOU AVAILABLE ON MY WEDDING DATE?

Please get in touch with your date and we will confirm our availability. Please bear in mind that weekend dates in peak season (May-September) are often the most popular and tend to be booked far in advance. We take a maximum of 3 wedding cake orders per date and as we only have one beautiful HY van, we can only book this out once per date.

WILL YOU USE FRESH FLOWERS?

While we are unable to supply fresh flowers ourselves we will happily co-operate with your chosen florist before delivery to discuss any fresh flower decorations should you wish. Please note that a lot of fresh flowers are not safe to consume so all flowers must be wired & sealed by your florist before we can add them to your wedding cake. They must be left at your venue for us to add to your cake on the day, we are not responsible for collecting your flowers from your florist.

WILL YOU COORDINATE WITH THE FLORIST?

We will happily discuss the fresh flower options with your florist, providing dimensions and images where necessary however the costs of fresh flower arrangements and ultimate decision will be between yourself and your florist.

DO YOU DELIVER & SET UP THE CAKE?

We deliver wedding cakes of all sizes across the Isle of Wight. Cake delivery & set up at your venue is included in the price of your wedding cake. Toppers must be delivered to us the week before the wedding date or left at your venue for us to add to your cake.

WHAT IS YOUR PAYMENT POLICY?

To confirm your wedding cake or HY Van we require a £50 non-refundable deposit at the time of booking. The balance is then due 1 week before the delivery date of your wedding cake/HY Van.

WHAT IS YOUR WEDDING CAKE CANCELLATION POLICY?

Wedding orders are subject to a £50 non-refundable deposit being collected at time of order. If the full amount of the order has been paid at the time of order, 50% will be refunded to the customer if cancellation occurs more than 6 weeks before delivery. Changes to the design of the order may incur an additional charge and must be finalised at least 2 weeks before delivery/collection date. Changes to the date of delivery/collection may result in cancellation of the order and retaining of the £50 deposit. Where possible, we will do our utmost to accommodate any design or date changes. Deposits cannot be transferred to another order in the case of cancellation. In the unlikely event that Frostbite Bakery is unable to fulfil your order for reasons outside of our control, your payment will be fully refunded.

DAMAGE

Upon delivery, orders should be inspected to ensure their quality and that they are free of damage, as we do not accept responsibility for any damage caused after receipt of the order. This includes melting during summer months, due to hot weather conditions, eg. if it is not possible for the cake to be kept in a cool place. We will always take a photo upon delivery and set up of the cake to confirm it’s appearance upon leaving if the customer isn’t present.

DO YOU OFFER A TASTING CONSULTATION OR SAMPLING?

In order to offer the great value that we do, we are unable to offer free samples. However, we do offer tasting boxes of 9 cake pots in a selection of flavours for £20 which can be ordered online and posted out or collected on the selected date from the drop down menu. These can be made to suit most dietary requirements, add it to your cart and a box containing a checklist will appear. Your cake pots will be yummy for approximately 10 days from dispatch or collection and flavours will change with every postal run!

We love meeting couples, eager to talk about their wedding cake with us and are happy to hold consultations at our premises. Please send us an email via the contact form and we will get back to you with our availability.