FAQ
Collection
All of our products are available for free collection from our three sites in Bristol:
- Clifton Village, Bristol: Monday to Sunday 10am-6pm
- Wapping Wharf, Bristol: Monday to Thursday 10-6pm, Friday & Saturday 10am-8pm, Sunday 10am-6pm
- Old Market, Bristol: Monday to Sunday 8am-3pm
Collection location/date/time is chosen at checkout. The timeslots that you select will be the time that your cake/ product is ready for; you can collect from that time until the sites closes that day.
We require a minimum 3 day lead time on all products to ensure they are ready for collection on your chosen date/time; please note during busier periods this may be extended.
We would always recommend coming to collect your cake in a car; If arranging your own courier collection we would advise always booking a van or car, rather than a motorbike. Once cakes have left our bakery we can not be held liable for any damage that occurs on transit. Any issues should be handled directly with the courier company you have chosen to use.
If you are unhappy with the condition of your order when you collect it please ensure you tell the team and we will try and sort it out straight away.
Shipping
We offer national delivery for all our macarons, chunky cookies, cookie sandwiches and gift boxes, as well as our postal cakes and wedding cake samples.
All orders are sent with DPD NextDay - flat rate £5.00 for your whole order. All order qualify for free delivery on orders over £25.00; this is automatically taken off your order at the checkout.
At the checkout you are able to select your dispatch date; this is the day we will bake you order and ship it out. Your parcel will arrive 1-2 days after the dispatch date. We dispatch products on Monday/Tuesday/Wednesday/Thursday each week.
You will receive a notification on the day we dispatch your order and then another notification and time slot on the day of your delivery. All DPD deliveries are fully tracked with Safe Place and on-the-day delivery options. Please note that although all our products will be sent on a next day service we cannot accept liability for delays occurring within the DPD system. These delays are very rare and if there are any issues with delivery you will be notified by DPD on the day.
Please ensure someone is available to receive your delivery or that you request a Safe Place/delivery to neighbour on the day; in the event of non-delivery DPD will try and redeliver the following day but because of the freshly baked nature of the product we cannot attempt further deliveries and we cannot take responsibility for non-deliveries occurring as a result of errors with your shipping address or unavailability on the day of delivery.
We take great care to ensure all Freshly Baked products arrive in perfect condition. If you are unhappy with the condition of your order when it arrives please ensure you take a photo showing any damage and contact us within 24 hours of receipt. We will get straight back to you to sort it out.
Local Delivery (Bristol)
We offer Local Bristol Delivery on Mondays, Fridays & Saturdays:
- Monday: between 9:30am and 4pm
- Friday: between 11am and 6pm
- Saturday: between 9:30am and 6pm
We don't take time requests within the timeslot for your delivery, but do let us know if you need your cake by a particular time and we will do our best to accommodate your request.
Deliveries are made by our in house delivery drivers on the date specified in your order. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the order we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) but we cannot keep hold of cakes/ cupcakes for re-delivery and they will be left at the address you have given us.
If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so but please note that we cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to any post room workers but once the cakes are signed for we cannot accept liability for the subsequent handling of your cakes/ cupcakes.
All of our cakes are baked fresh to order, so we need 3 days notice to prepare your cake. However, we always ask for as much notice as possible especially for larger orders and would recommend getting your order in as soon as possible as we tend to get fully booked rather quickly, especially for Saturdays.
In busy periods this lead time may be extended up to 5 days to allow our kitchen team to keep up with all our orders.
If you would like a cake earlier, please call our shop directly as we will always try and accommodate where possible 0117 329 5959
Collecting Before The Event
All cakes will be available for collection from 11am & need to be collected before the shop closes.
If you are running late or cannot come & collect your cakes within these hours then please let us know and we will try and accommodate where possible.
All of our cakes are baked fresh which means they’ll freeze really well. So in the unlikely event that you don’t think you can finish it all, pop it in the freezer until you’re ready to tuck in again. Please ensure you store (as recommended below) and transport it safely.
We can't accept responsibility for cakes once they've been collected.
We always recommend eating our cakes on the day of collection to enjoy them at their best. The cake is best stored in its box at room temperature or in the fridge if the weather is warm. Please note, if your cake has a plaque this will become soft if stored in the fridge for longer than 2 hours.
Our cakes will keep well for a good 7 days however there may be some elements that don’t keep as fresh. For example our macarons will last for 3 days in the fridge. We recommend storing it in as air tight of a space as possible, or wrapping your cake box in cling film.
Allergy Information
All of our products are made in an environment where NUTS, PEANUTS, EGGS, MILK, SOYA, SESAME, GLUTEN and ALCOHOL are used. For this reason we cannot guarantee they are free from traces of these allergens. Our team takes all the necessary steps to ensure cross contamination doesn't happen, however, there is always a risk that one of our products has come into contact with another product.
If you would like further allergen detail for a specific product, then please do get in touch with us and we can send this over to you.
Please see our Allergen Friendly Section under Cakes to view our Free-From and Vegan Cakes. Please note, all of our cakes are made in a kitchen where gluten is used. For this reason, we cannot guarantee they are free from traces of gluten.
Please note, all of our cakes are made in a kitchen where dairy, eggs and other animal products are used. For this reason, we cannot guarantee they are free from traces of eggs & dairy.
We also have Free From gluten CubiCakes & Cupcakes available.
Cakes for Two Made up of 2 layers of our sponge cake sandwiched with one generous layer of filling. Without decoration, the cake is around 5 cm tall and will serve 1-4 portions
5” Cake Made up of 4 layers of our sponge cake that were baked in our 5” cake tins, and layered up with three generous layers of filling. Without decoration, the cake is around 11cm tall and will serve 6-8 portions.
5” Tall Cake Made up of 6 layers of our sponge cake that were baked in our 5” cake tins, and layered up with five generous layers of filling. Without decoration, the cake is around 16 cm tall and will serve 8-12 portions
7” Tall Cake Made up of 6 layers of our sponge cake that were baked in our 7” cake tins, and layered up with five generous layers of filling. Without decoration, the cake is around 16 cm tall and will serve 12-18 portions
8” Cake Made up of 4 layers of our sponge cake that were baked in our 8” cake tins, and layered up with three generous layers of filling. Without decoration, the cake is around 11 cm tall and will serve 14-18 portions.
10” Cake Made up of 4 layers of our sponge cake that were baked in our 8” cake tins, and layered up with three generous layers of filling. Without decoration, the cake is around 11 cm tall and will serve 25-35 portions.
Our Small 2-tier Made up of one of our 5” cakes, sitting on top of our 8” cake. A total of 8 layers of sponge across the 2 tiers. Without decoration, the cake is around 23 cm tall and will serve 25-35 portions.
Our Big 2-tier Made up of one of our 7” cakes, sitting on top of our 10” cake. A total of 8 layers of sponge across the 2 tiers. Without decoration, the cake is around 23 cm tall and will serve 40-60 portions.
Changing Or Cancelling An Order
If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. We will always be as accommodating as we can if you need to change or postpone an order but please bear in mind that we may have had to turn away other customers to fulfil your booking for a particular date and/or elements of the order may have started, so refunds/changes are not always possible.
Orders cancelled 7 days or more before the delivery/collection date can receive a full refund or credit note on the order total.
Orders cancelled within 7 days of the delivery/collection date are not entitled to a refund, but please get in contact and we will see what we can do.
Returns Or Refunds
All of our cakes are baked to order and we do not accept returns. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect items or if the items are seen to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cakes upon receiving please email us (info@thisisanna.co.uk) within 24 hours of receipt.
Cake Customisations
We provide a variety of flavours and styles for you to choose from, hopefully these cater for your specific needs. If you would like a custom cake, please refer to the Custom Cake form at the bottom of our custom cake page. One of our bakers will then be in touch with you about what we are able to produce.
If you would require a bespoke wedding cake please refer to our Wedding Cakes page