and frequently asked questions
All custom cake requests and orders are done through our new larger location at THE REALM shopping center. This is located at 4440 Tx-121, Suite #60 Lewisville, TX 75056. The Castle Hills location remains our neighborhood stop for walk-in purchases, orders of baked goods, and small items such as cupcakes.
HOW CAN I PLACE AN ORDER?
The best way is to fill out the online request form (please include your name, contact number, event date, number of servings needed, etc.) This form does not guarantee your order. We will review your submission, check our availability, and get back to you as quickly as possible.
All emails are answered in the order they are received. Our primary days to answer inquiries are Tuesdays and Wednesdays.
As our priority is 100% our current clients' orders, it is important to us that they receive the proper time and attention they deserve and need. Therefore at the end of the week decorators may not be able to stop or leave their workstations in order to take the necessary time needed to design and price out a NEW cake order for you. So we may require your patience as we get back to you at the beginning of the following week.
WHEN DO I NEED TO PLACE MY ORDER BY?
We recommend placing an order as soon as you have a date set for your event. Even though 5-8 weeks is the minimum notice suggested, it is NOT a guarantee of availability. We book on a 'first come, first served' basis. We will sometimes only be available for simple designs depending on the cakes that are already booked for a given week.
Since we are usually fully booked about 3-5 weeks in advance, we encourage you to inquire and book your order as soon as possible.
Sculpted or Hyper-realistic Cakes
Due to the complex and labor-intensive nature of these cake designs we do require earlier notice, and may be unable to fit your cake into an otherwise open date. Typically a minimum of 2 months advanced notice is recommended for these inquiries. The earlier you can submit an online request form, the better.
We require a minimum of a full 48 hours notice for all Signature Cake Orders while we still have availability to take them. If the cakes are not shown on the store site this means we are fully booked and no more cake orders are available.
LAST ORDERS MUST BE IN BY 5PM ON THURSDAYS FOR SAME WEEK TURN AROUND.
TUESDAY ORDERS REQUIRE 72 HOURS NOTICE DUE TO US BEING CLOSED ON MONDAYS!
For terms and conditions and to order, see our Online Store.
If we are available to make a cake for your event, we reach out to you with a hand-drawn PROOF of your design. Regardless of any pictures sent by you for the general inquiry process, the sketch of the cake on our order form acts as a design proof, showing both you and the decorating team the agreed upon way of how the cake will look and the details of the order. By putting down any deposit on the cake you are approving the proof and agreeing that you would like to proceed.
Designs may be modified for time or budgetary reasons. These changes will be reflected in the proof that we email over to you in order for you to see them for your approval. Once the design is approved, a deposit is required in order to book and save the date of your cake. Once again, the placing of a deposit acts as an agreement that you approve the design proof sent. Saying at the time of pick-up, that you wanted or imagined an item would be different than the agreed version in the proof is not an acceptable means for last minute changes or discrepancies.
I'VE INQUIRED ABOUT A CUSTOM CAKE, DO I NEED TO PUT DOWN A DEPOSIT TO BOOK IT?
Yes, We require a non-refundable 50% (half) down deposit to book your custom cake order.
After we have finalized the details of your order and you are ready to book, we require a non-refundable deposit to secure your order for the named date. The remaining balance must be paid by or at pick-up, or the day before if your custom order is being delivered.
WHAT IS YOUR CANCELLATION POLICY FOR CUSTOM CAKES?
All booking deposits are NON-REFUNDABLE and NON-TRANSFERABLE, meaning you can NOT cancel one order and use the booking deposit to order a new one.
(For COVID 19 Reschedules this does not apply, call us for questions concerning this Topic)
If you have paid in full for your order and must cancel please let us know as soon as possible. We require a minimum of 7 days notice of cancellation in order to be eligible for refunds. If eligible, The refund will only be issued for a maximum of 50% of your order cost since the first 50% booking deposit is non-refundable. We reserve the right to determine your refund amount according to business lost.
*Please understand that when you book an order, we decline other future inquiries for that date. If you cancel, that could result in thousands of dollars lost just to accommodate your order.
DO YOU DO DONATIONS?
Absolutely! we love brining smiles to others and being a part of the community! We work with various foundations, homes, and even Icing Smiles to help bring a little sweetness into others' lives.
Due to the number of donation requests we receive we ask that all requests be submitted to us via email. Please include a letter explaining what charity you represent, what the order will be used for, and the non-profit tax ID number associated with the charity. Please understand that we do have a maximum that we can fulfill and try to help where we can.
HOW MUCH DOES A CAKE COST?
Prices vary widely depending on the size, detail, intricacy, and complexity of your design. Our cake prices are determined on a cake-by-cake basis and really depend on the size, complexity, and quantity of work involved.
Our online shop, where you can book and purchase pre-designed cakes, has pricing listed for each design. There are certain flavor, size, and topper options that will add to the cost, but you can see the price of each of these options in the respective drop-down menus.
DO YOUR CAKES TASTE AS GOOD AS THEY LOOK?
YES, we pride ourselves on how good our cakes look and taste. Just read some of our reviews. All our recipes are tried and tested again and again until we are happy that we've found that perfect taste and texture that has you saying 'Ooooo Mmmm!'
DO YOU MAKE GLUTEN-FREE OR OTHER DIETARY-CONSCIOUS CAKES?
Yes, all cakes created for clients with allergies are made with utmost care and all equipment used are specially sanitized and all precautions taken when making and storing these cakes. There are, on rare occasion, some allergies we are unable to accommodate. Please always let us know what allergies are present and we will do our best to accomodate.
But since we do have gluten and other common allergen ingredients on the premises, we cannot guarantee that they are 100% allergen-free. There is always a risk of minor cross-contamination when ingredients are stored in the same kitchen.
HOW TO CUT YOUR CAKE click here to see the guide
DO YOU DELIVER CUSTOM CAKES?
Yes, delivery is a minimum of $65. The price of delivery is based on the day and mileage to your event and the time to complete set-up if there are multiple items. We have limited availability for deliveries, and our delivery spots book up on a first-come first-served basis.
DO YOU SHIP YOUR CAKES?
Unfortunately we do NOT ship our cakes under any circumstances.
DO YOU DO WEDDING CAKE TASTINGS & CONSULTATIONS?
Absolutely! We love getting to sit down with couples and hear some of the fantastic ideas and details that they have dreamt up together. But we also really want to get to know you, because only by knowing you can we truly take those creative notes and run with them to create a one-of-a-kind, successful, bespoke wedding cake that is both beautiful and true to you.
"Where do I start?" is a common question in the entire wedding industry. Planning a wedding can mean a lot of decisions, and most people don't have background knowledge on the different aspects of wedding. But that is why we are here! We want to make designing your dream wedding cake as easy as possible.
We have over 30 years of experience in bespoke cake artistry and are at the forefront of cutting-edge techniques. So really, the sky is the limit!
Through talking with many couples and families during consultations, we have often found that we have a unique perspective and skill set that enables us to create things that others cannot. In some cases we have even come up with a new and more modern approach to executing an idea a couple has had, opening up more avenues for them to explore. We love learning about the vision for your wedding, and channeling that into a gorgeous and memorable cake.
We also love to make recreations as well! You don't have to feel pressured to create something entirely new. If you have already found your perfect dream cake in a magazine or on Pinterest, then bring those right along with you to your consultation! Or even if you want to pay homage to a parent or grandparent's wedding, we have you covered.
Here are some commonly asked questions that might help you prepare for your consultation:
When do I start the process of booking my wedding cake? We recommend filling out one of our inquiry forms 6-10 months before your date. In fact we don't schedule appointments until you are at least 10 months out, since we know themes can change, and its easiest to nail down a design you love when you already have a solid idea what your dream wedding looks like.
Where do I start looking to know what I want? The internet is a wonderful source of inspiration for wedding cakes. We highly recommend Pinterest as well as other social media sites when looking for specific aesthetics in all aspects of wedding planning. You can look for cakes by searching color (white or otherwise), style (classic, modern, rustic, minimal, etc), or any other keywords you might use to describe your dream wedding. Feel free to also browse our Gallery page and our Instagram where we post all sorts of different cake designs to get your creative juice flowing.
Do you do fake tiers like I've seen on TikTok? The answer is YES! in fact 90% of wedding cakes now-a-days have at least one if not multiple fake tiers in them. During your consultation we will go over the pros and cons to Faux/Fake tiers with you and whether your design would benefit from this option.
Why is it so popular that people choose to have a mix of real and faux tiers? There are several potential benefits to fake tiers. They can create a more cost effective option: fake tiers allow you to have all the grandeur of a large cake with less servings, meaning lower costs. Grand and large cakes feed multiple hundreds of people. If most of those tiers are fake, you will not have to throw away masses of leftover cake. Even if you do have a very large guest count and do need to feed hundreds, it can still be the more cost effective way for you to go. With non-decorated 'side' or 'kitchen' cakes to feed your guests, your money can stretch further, either for the design of the cake, or for another part of your wedding. Fake tiers with 'side' cakes can also be a time saving option: While you get pictures cutting the cake with your partner, someone else can already be slicing up the serving cakes nearby, in order to get slices to your guests in a timely manner. No one wants to wait for cake!
Do I have to spend a fortune for my dream cake?
The one thing that you should know about us is that we are not going to encourage you to spend more money and go for the more expensive option when you don't need to. If we can achieve the same or similar look and goals in a more cost-effective way, then we will give you that option. We will never try to sell you on more cake servings than you need. We will never insist on fondant over buttercream unless the design or circumstance demands it. We will always do our best to look for ways to make your vision fit your budget.
Is there a minimum servings requirement to get a wedding cake? Nope! We do not have a minimum requirement. In fact, we love getting to design cakes for micro-weddings, casual receptions, or even post-elopement parties!
Do you do any buttercream cakes or are they all fondant? YES, We do a lot of buttercream cakes, in fact many of the cakes in our Gallery and on our social media pages are in fact buttercream iced, but they are so smooth that most people think they are covered in fondant. If you are wanting to keep costs down, then choosing a cake design with buttercream frosting on the outside is definitely a great place to start. There are some designs that require fondant covering, either for the specific look or for the stability of the cake. We will always steer you to the safest and most cost-effective options that are available.
Where do I set up my cake? Location of your cake is important. Cakes should not be set beside speakers, heat lamps, fans, windows (on sunny/warm/hot days), or in other conditions that are not optimal to cakes and buttercream icing which perform best at cool temperatures. Most venues will have recommendations on where to display your wedding cake. If we know the venue well we may be able to offer some ideal spots. And when we set up the cake, if we find the spot too warm, or otherwise not ideal, we will do everything in our power to resolve the situation with the planner/coordinator/venue.
Do you deliver wedding cakes? Of course! We always offer delivery for your wedding cake so long as we still have the available delivery spots. If we are unable to deliver due to the amount of deliveries that have already booked before you, we will let you know as soon as possible. The delivery cost will be explained and included during your consultation. Delivery is always optional, but always recommended. Our decorators deliver our cakes in order to ensure they arrive safely, are handled correctly, and to make sure your cake is finished (with flowers/toppers/etc) to our high standards.
What is a Groom's Cake and do I need one? Groom's cakes are a wonderful tradition here in the Southern United States especially. They are often a representation of the groom's interests or aesthetic. They can be anything from a matching but alternative design to the wedding cake, to a favorite sports team logo, to a sculpted masterpiece totally unique to the groom. Groom's cakes are not a requirement in any way, but we are happy to design one for you during your consultation if you are interested! Come prepared with some ideas!
If you think of more questions for us, make a note and we will absolutely be sure to answer them during your design consultation. That's what your appointment is for! Asking lots of questions, and figuring out what you want! Remember to look for some inspirational pictures to bring us, and we can't wait to meet you and design your dream wedding cake!
TERMS/POLICIES FOR WEDDING CAKE ORDERS
1. Contract Agreement: The Contract must be signed, in person or via email, upon booking your order. Signing your contract proves that you have read and understand the terms and conditions listed on the contract page as well as on our website.
2. Design Proofs: We provide all our clients with a photo of a hand-drawn sketch of their design(s) on their contract. This drawing acts as a design proof, showing both you and our decorating team the agreed upon way that the cake is meant to look and the specifications of the cake, i.e. flavor, size, theme, colors, etc. Design proofs may in the final stages, end up differing from the original pictures/ideas/concepts that you may have had or sent in at the beginning of the process. Sometimes designs may need to be modified or tweaked for time or budgetary reasons. These changes will be reflected in the proof that we email to you or show you in person, in order for you to approve them.
3. Booking Deposit: Your wedding date is reserved and booked via the payment of a $400 non-refundable booking deposit. This deposit secures your spot in our schedule for your special date. Once this deposit is placed, it cannot be refunded for any reason.
This deposit is used to cover any materials, ingredients, and/or special equipment pre-ordered or pre-purchased for your order, and/or any time spent on the order thus far. All booking deposits are also non-transferable, meaning you cannot cancel one order and use the booking deposit to order a new one.
4. Payments and Final Balance: Subsequent payments may be made at any time and for any amount, but your entire final balance must be paid by 30 days before the event. This remaining balance due date will be clearly stated on your contract.
Payments can be made over the phone with credit/debit cards, or in store using cards, cash, or a cashier’s check/money order. We take part in a cash discount program.
We do not accept personal checks or online payments.
5. Design Changes: If you would like to update, change, or redesign your order in any way, you must do so before the remaining balance due date stated on your contract. After this date we cannot guarantee any changes. All changes are subject to our availability for your date, although we will do our best to accommodate your needs.
6. Refunds: Payments are refundable as store credit in the case of design changes or guest-count alterations given that these changes are made before the remaining balance due date. Store credit is available to use on future orders or cafe items within 1 year after the original event date. Store credit is not available for use in our online shop.
7. Date Changes/Postponements: In the event there is a need to change your wedding/reception date, we may be able to accommodate the change. We will do our best to do so, but it is not guaranteed and is subject to the owner’s (Elizabeth Rowe) discretion and our availability.
8. Cancellations: The booking deposit is NON-REFUNDABLE and NON-TRANSFERABLE, meaning you can not cancel one order and use the booking deposit to order a new one. If you choose to cancel your order after your remaining balance due date (stated on your contract), we will not guarantee a refund of any kind.
9. Delivery: All fees associated with delivery and set-up are determined according to the distance to the venue, event date, and complexity of set-up required. Delivery charges are not included in the price of the wedding/groom’s cake(s). Deliveries are done only by trusted professionals and we take responsibility for the condition of the cake/s upon our leaving the venue. Every delivered cake is photographed before we leave as proof of the condition of the cake when we left it. If something/someone damages the cake/s after our departure, we are no longer liable for the damage. Delivery is optional, but recommended. If you decide you would like to pick up your cake, please see the following liability terms and information.
10. Liability: If you or a third party representative elects to pick up and or set up your cake, please know that you assume all liability and responsibility for the condition of the cake once it is handed over. Even if you are still on The London Baker premises.
We highly recommend an SUV for larger and taller tiered cake pick-ups. If you pick up your cake in a car, the seat needs to be leveled (using blankets, towels, etc.) or if it fits, placed on the level floor boards. Make sure that your cake is going into a vehicle that is already cold. Parking and leaving the engine off even for 5 minutes in Texas can easily be too long. Your car will become hot and long after you have left with the cake your AC will still be trying to cool your car's inside temperature down.
We do have pick up instructions with details in the shop and we are happy to help load cakes into your car too.
If you are storing a cake overnight, refrigeration is a MUST.
You are responsible for providing an appropriate, secure, and level spot to display the cake/s at the event.
-Cakes are heavy and require a sturdy level table.
-Cakes are made with perishable and melt-able ingredients, so an optimal room temperature of 68 degrees or below is necessary.
-Cake stands are used at your own risk. Please make sure they can withstand the weight of your cake. Cakes are heavy and require a properly constructed stand. Many cheaper pedestal stands are made to look pretty but can only hold the weight of small desserts, or a small/fake cake.
*Please keep in mind in our many many years of experience we have seen what happens when cakes are not transported correctly, i.e. on tilted car seats, left in a car too long while someone runs errands, have been dropped, or not kept in cold enough conditions, etc. We want everyone to have a successful event, which is why we have detailed instructions and diagrams on how to best take care of your cake that you should read before you leave with your order. These details are found on the pick up counter, our website, and printed on large custom stickers that go on the cake boxes. We even go the extra mile to help you out to your car if needed. Refunds are not given out due to the handling and storage of the cake after it has left our shop.
If you accidentally damage your cake and bring it back, there is a chance that we might be able to fix it, if time and schedule permits
11. Cake Cutting: We do not offer cake cutting services. This is often done by the catering company, but we recommend confirming this service with them. If you or your representative elects to use a non-licensed professional or have friends/family cut your cake, you assume all liability for the cake. Cakes must be disassembled carefully prior to cutting. Please do not cut while stacked. if you would like to know how to professionally cut your cake we have put together a resource page on our website to provide you with charts and even a video which help you get neat, clean, professional slices, and end up with the proper number of servings. Click Here
12.We always try our very best to match any design or color swatches provided, whether physical or digital but we can never guarantee an exact match as all our colours/cakes are hand made and are not factory produced. Also colors vary depending on lighting and differ in brightness and hue from screen to screen on which they are viewed on.