FAQ

Where do I add the personalised information?

To enable us to personalise your gift please enter the relevant details in the "Notes" section which can be found during checkout. 

When will my order be ready?

In most cases, we aim to dispatch gifts within two working days of receipt of the order.  An email will be sent to you to inform you when your gift has been sent out.

How are the orders sent?

All gifts are sent by 1st class Recorded Delivery and will require a signature upon receipt.  Gifts can be sent directly to you or to the gift recipient.  Please note that our Nappy Cake and Towel Cake range will be delivered via Courier.

Will I be contacted when my order has been dispatched?

An email will be sent to you when your order has been dispatched.

Can I return a Cupcake Surprise gift?

Unfortunately it is not possible to return or exchange any Cupcake Surprise gift once they have been personalised. 

Please ensure you double check all the personalised information you submit via our "Notes" section before confirming the order.

What do I do if my order is damaged?

All items are checked thoroughly before being despatched to make sure there are no damaged/faulty items. If however, you receive a damaged item, please contact us within 7 days of receipt either by email or by phone to arrange a return of the item/s and the subsequent replacement if appropriate.

What if the personalised details are wrong/spelt incorrectly?

All gifts are cross-matched with the original order form sent by you before they are sent out to make sure that they are correct and that no mistakes have been made with the personalised details. If, however, there is an error made by Cupcake Surprise, please contact us within 7 days of receipt of the gift and we will be happy to replace it at no extra cost. If however, the mistake has been made by you on the original order form, then we can only replace the item at full price.