FAQ

Jump to: Collection · UK postal delivery · Local Bristol delivery · Lead time · Storage · Allergens · Size guide · Changes and refunds · Gift vouchers · Custom and wedding cakes

At a glance

  • Collection: free, every day from our Clifton shop, or 8am to 2pm from ANNA HQ in Old Market.
  • UK postal delivery: £6 per order, free when you spend over £40.
  • Local Bristol delivery: £14.50 per order, Monday and Wednesday to Sunday (not Tuesday), subject to availability.
  • Notice: 3 days for cakes and anything printed with a logo. 1 day for cookies, brownies and macarons, or the same day if you order by 4am.

Collection

Collection is free. You choose your collection location, date and time slot at checkout. Your time slot is when your order will be ready, and you can collect any time from then until the site closes that day.

Where you can collect

  • ANNA Clifton, 7A Boyces Avenue, Clifton, Bristol BS8 4AA. Open every day, 10am to 6pm. Cakes are ready to collect from 11am: the extra hour gives our team time to check every cake after its journey from our kitchen. Please collect before the shop closes at 6pm.
  • ANNA HQ, Old Market, Barton Manor, Old Market, Bristol BS2 0RL. Collection slots run every day from 8am to 2pm. Please collect by 2pm, as we are not able to hand over orders after that time.

We are not able to offer collections from our Wapping Wharf shop at the moment.

Collecting a cake

We always recommend collecting your cake by car. If you are arranging your own courier, please book a car or van rather than a motorbike. Once cakes have left us we cannot be held responsible for any damage in transit, and any issues should be taken up with the courier company you chose.

If you are running late or cannot collect within these hours, please let us know and we will try to help where we can. If you are unhappy with the condition of your order when you collect it, please tell the team straight away and we will do our best to sort it out.

UK Postal Delivery

We post our macarons, chunky cookies, brownies, biscuits and gift boxes, as well as our wedding cake sample boxes, to UK mainland addresses. Our occasion cakes cannot be posted.

  • Price: £6 per order, or free when you spend over £40.
  • Dispatch days: Monday, Tuesday, Wednesday and Thursday. Choose your dispatch date at checkout: this is the day we bake and send your order.
  • Arrival: all parcels go by tracked next-day delivery and usually arrive 1 to 2 days after dispatch.

You will get a notification when your order is dispatched, and another with a time slot on the day of delivery. Although everything is sent on a next-day service, we cannot accept liability for delays within the courier's network. These are very rare, and the courier will let you know on the day if there is a problem.

Please make sure someone is available to receive your parcel, or choose a safe place or a neighbour on the day. If a delivery is missed, the courier will try again the next day, but because everything is freshly baked we cannot arrange further attempts, and we cannot take responsibility for missed deliveries caused by an incorrect address or nobody being available.

If your order arrives damaged or you are unhappy with it, please take a photo and contact us within 24 hours of receiving it, and we will get straight back to you.

Local Bristol Delivery

  • Price: £14.50 per order to most Bristol (BS) postcodes. Enter your postcode at checkout to check.
  • Days: Mondays, Wednesdays, Thursdays, Fridays, Saturdays and Sundays. We do not deliver on Tuesdays.
  • Availability: local delivery is subject to availability, and some days only have one or two slots, so the dates you can choose at checkout are the ones we can deliver on.

Deliveries are made by our own drivers on the date of your order. We cannot take time requests, but if you need your order by a particular time let us know and we will do our best to help.

Please make sure someone is available at the delivery address. If nobody is there, we will do our best to leave your order somewhere safe (with a neighbour, receptionist or caretaker, for example), as we cannot take cakes away for re-delivery.

We are happy to deliver to workplaces and buildings with a post room. Our drivers always pass on handling instructions, but once an order has been signed for we cannot accept responsibility for how it is handled afterwards.

Lead Time

Everything is baked fresh to order.

  • Cakes: we need at least 3 days' notice for all cake orders.
  • Cookies, brownies and macarons: 1 day's notice. Order by 4am and we can post them the same day (Monday to Thursday), or have them ready for collection or Bristol delivery that day.
  • Printed and logo items: 3 days' notice for anything printed, such as logo cookies, brownies, macarons and cupcakes, and printed cake toppers.

Please order as early as you can, especially for larger orders and Saturdays, as we often get fully booked. In busy periods, such as the run-up to Christmas, our lead time may extend to 5 days.

If you need something sooner, please call us on 0117 329 5959 and we will always try to help.

Storage and Shelf Life

Our cakes are best enjoyed on the day you collect them. Keep your cake in its box at room temperature, or in the fridge if the weather is warm. If your cake has a plaque, it will go soft if kept in the fridge for longer than 2 hours.

Our cakes keep well for up to 7 days, although some decorations will not stay as fresh. Macarons last for 5 days in the fridge. Keep your cake as airtight as possible, for example by wrapping the box in cling film.

Because our cakes are baked fresh, they freeze really well, so if you cannot finish it all, pop it in the freezer until you are ready for more. We cannot accept responsibility for cakes once they have been collected or delivered.

Allergy Information

All of our products are made in a kitchen where NUTS, PEANUTS, EGGS, MILK, SOYA, SESAME, GLUTEN and ALCOHOL are used. Our team takes every step to avoid cross-contamination, but there is always a risk, so we cannot guarantee any product is free from traces of these allergens.

Each product page lists the allergens in that product. If you would like more detail, please get in touch and we will send it over.

Gluten friendly and vegan friendly

Our gluten friendly cakes, cupcakes, CubiCakes and brownies are made with gluten-free flour and ingredients that do not contain gluten. However, gluten is used in our bakery and we are not a dedicated gluten-free kitchen, so we cannot guarantee they are 100% free from gluten.

Our vegan friendly products are made without animal products, but our kitchen also uses milk, eggs and other animal products, so we cannot guarantee they are free from traces of these.

You can find these in the Allergen Friendly section under Cakes.

ANNA's Size Guide

Heights are without decoration.

  • Cake for Two: 2 layers of sponge with one layer of filling, about 5cm tall. Serves 1 to 4.
  • Postal Cake: 2 taller layers of sponge (about 15cm by 10cm) with one layer of filling, covered in ganache and fondant, about 7cm tall. Serves 5 to 8.
  • 5" Cake: 4 layers of sponge with 3 layers of filling, about 11cm tall. Serves 6 to 8.
  • 5" Tall Cake: 6 layers of sponge with 5 layers of filling, about 16cm tall. Serves 8 to 12.
  • Heart Cake: 4 layers of sponge with 2 layers of filling, about 8cm tall. Serves 10 to 14.
  • 7" Tall Cake: 6 layers of sponge with 5 layers of filling, about 16cm tall. Serves 12 to 18.
  • 8" Cake: 4 layers of sponge with 3 layers of filling, about 11cm tall. Serves 14 to 18.
  • 10" Cake: 4 layers of sponge with 3 layers of filling, about 11cm tall. Serves 25 to 35.
  • Small 2-tier: a 5" cake on top of an 8" cake, 8 layers of sponge in total, about 23cm tall. Serves 25 to 35.
  • Big 2-tier: a 7" cake on top of a 10" cake, 8 layers of sponge in total, about 23cm tall. Serves 40 to 60.

Changing, Cancelling and Refunds

Changing or cancelling an order

If you need to change the date or details of your order, or cancel it, please contact us as far in advance as possible. We will always be as accommodating as we can, but we may have turned away other customers to fit your order in, or started making it, so changes and refunds are not always possible.

  • Orders cancelled 7 days or more before the collection or delivery date can have a full refund or a credit note.
  • Orders cancelled within 7 days of the collection or delivery date are not entitled to a refund, but please get in touch and we will see what we can do.

Returns and refunds

Everything is baked to order, so we cannot accept returns. If you receive the wrong items, or your order is not of satisfactory quality, we will offer a refund, a credit note or a replacement of the same value. Please email us at info@thisisanna.co.uk within 24 hours of receiving your order.

Gift Vouchers

Our digital gift vouchers can be used in any of our shops and on our website. They are valid for 12 months from the date of purchase.

Custom and Wedding Cakes

We offer a range of flavours and designs, and we hope there is something for everyone. If you would like a custom cake, please fill in the form on our Custom Cakes page and one of our bakers will be in touch about what we can make for you.

For a bespoke wedding cake, please see our Wedding Cakes page.