Frequently Asked Questions

I am based in Colchester, Essex (the oldest town on record don't you know). We bake from home, offering a collection service. We are able to deliver locally and to surrounding areas upon request. If you have any questions, please drop us a message on our socials or an email on gemma@cupcakecloud.co.uk.

As a small business, working from my at home kitchen, I don't have opening hours as such, but Tues-Saturday are my preffered baking days.

Your order will be ready to collect on a date within 3-7 days of ordering. As a small business, I kindly ask that you allow the minimum 3 days before choosing a date. Unfortunately online shop orders can not be ordered for a date more than 7 days in advance. It's just me here at Cupcake Cloud and am more than likely also working on wedding cakes and other bespoke orders. I am currently unable to add an availability calendar to my website, so the current restrictions allow me to manage stock more effeciently at times when I may be busy with bespoke orders. I am a perfectionists here at Cupcake Cloud and need to allow the time to make sure every order has our full care and attention. If you require your order for a specific date I may still be able to help, please message prior to ordering.

Online orders are dispatched to arrive within 5 working days upon ordering. I send postal treats via Royal Mail Tracked24 (estimated 1-2 business days from dispatch with tracking) You will receive an email confirmation with tracking details when your treats have been dispatched. If you're looking to track your order down, please refer to the tracking number on your shipping confirmation email. I cannot take responsibility for delays that may occur with your Royal Mail delivery or incorrect addresses. I cannot be held responsible for any damages that also may occur in transit. During hot weather please ensure treats are put into the fridge as soon as they arrive, due to the chocolatey nature of most of our treats, naturally they will soften in the heat. Please note, our boxes are not letterbox size, so you will need to make sure you catch the postie. You can use the tracking details to keep an eye on delivery day/time and view your options should the recipient not be in at the time of delivery.

Please find the "online shop" to quick purchase some of our most popular classic cakes. To place a bespoke cake order, please email on gemma@cupcakecloud.co.uk or drop me a message on our socials. In order to give you the most accurate quote possible, before enquiring please consider; 1. Size and how many you need to feed 2. Theme and colours 3. Flavour 4. Occasion, if needed as a celebration cake 5. Any images for reference 6. Your budget 7. Date you need the cake for

I don't currently offer vegan or gluten free options in the online shop. I can take bespoke orders for gluten free cakes, so just get in touch via the socials or drop me an email at gemma@cupcakecloud.co.uk. I don't offer vegan cakes or treats right now but can recommend some of our baking buddies for you to contact, again just drop me a message.

Cupcake Cloud is a registered business from home with Colchester City Council. Cupcake Cloud is very proud to hold a 5* food hygiene rating and are level 2 food hygiene certified.

I strive to make delicious and stunning bakes. A lot of care and attention is taken to ensure your cakes and bakes are looking nothing more than perfect, so it is very important that you or whomever is caring for your order, to look after your cakes once they have been collected (or delivered). When placing any order you are agreeing to these terms. Once any item has been collected or delivered I can not be held responsible for any damages that may occur. Please ensure buttercream cakes are kept refrigerated and fondant cakes are kept in a cool place (NOT the fridge) away from direct sunlight or any heat sources. Cupcakes and treats do not need to be refrigerated, however to ensure they are looking best for the occasion, during hot weather it is recommended that they are also refrigerated to help prevent melting and softening in which damage can then also more easily occur. Travel with your cake/cupcakes in the boot or the footwell and take extra caution with roundabouts, corners and bumps. Do not travel with your cake on a seat or lap as this way is more likely to cause damage. Do not take any prologned stops, especially so during hot weather and be cautious of hot air on items in the footwell during cooler months. Where possible try to keep the car cool and have the air conditioning on. During hot weather, please do not leave items out in direct sunlight. I know when the weather is nice, you might be having an outdoor event in which you would like the cake to be on display, but it is very important that the cake is only displayed outside for the minimum amount of time possible. Cakes will melt when it's hot and will result in a cake landslide! All bakes are best eaten at room temperature, so I recommend taking any items that have been refrigerated out roughly 1 hour prior to eating, with the exception of extremely hot days in which I would recommend no sooner than 30 minutes prior. Under no circumstances will a refund be given.

By law, at least all common allergens will be listed with your order, if you require a full list of ingredients, please do message. As much care is taken to ensure there is not any cross contamination, however all bakes are made within my at home kitchen that handles all allergen types, so other allergens may be present and all items "may contain". I can offer Gluten Free and Nut Free products on request, but you must be aware, due to being baked within a kitchen that handles these allergens, all bakes "may contain", so if you are unsure, I recommend not eating any Cupcake Cloud product unfortunately.