Frequently asked questions
These are some of the most common enquiries we've received from our customers over the past few weeks. Hopefully they help to answer some of the questions you may have. Thanks for choosing Patisserie Valerie. Team PV
DPD Nominated Day: £6.95 (Tues-Fri), £8.95 (Sat-Sun)
DPD Next day delivery: £10.95 (Tue-Fri), £12.95 (Sat-Sun)
Macaron Delivery Service: £4.50
Our home delivery service runs from Tuesday – Sunday to most post codes in the UK. We do not currently deliver on Mondays or Bank Holidays to enable our bakery to close and our bakers to have a break!
I have a birthday party on Monday, what delivery date should I choose?
As we do not offer deliveries on Mondays, we advise the Sunday before. After your cake has been baked and decorated, we will freeze it and pack it with dry ice to help ensure it is delivered safely to you.
All of our cakes are hand finished and packed to order. The quickest we can deliver is next day but you must order before 2pm! We do advise to order a day in advance if you can, you can then leave the cake defrosting overnight in the fridge and it will be perfect the next day!
Deliveries are made by a third-party courier service, DPD.
You will receive a text on the morning of your delivery, this may be early in the morning. If you haven’t heard from DPD by 11am, please contact their customer services.
As the goods are perishable, DPD will only attempt the delivery once, please do ensure that someone is available to accept delivery. Should nobody be able to accept the delivery on the day DPD will try their best to leave the goods in a safe place at the time.
If there is any possibility a driver might have difficulty locating your precise address, please add specific commentary within the delivery details box when ordering.
All orders are processed within 1 business day (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. All our orders are shipped by DPD using their NEXTDAY service (please be aware that delivery of your goods may be any time during the day). Our courier DPD will text you on the day with a 1 hour delivery slot (communication from DPD will be sent via text, email or if the recipient has the DPD smartphone App then by push notification also).
Please note we deliver 6 days a week (Tuesday – Sunday) UK wide excluding Highlands, Isle of Man, Isle of Wight & Ireland
If your order is for a special occasion, we recommend you select delivery for the day before you are serving it.
We rely on accurate and correct address information to get your parcel to you safely and on time. We ship perishable goods that must be delivered on the day selected. We cannot be held responsible if the information provided is incorrect leading to your parcel being delayed or requiring disposal. Orders which are sent to incorrect addresses will still be charged.
Dry ice is used to retain the freshness and quality of your cake. Your goods will arrive protected at the perfect temperature, ready to be popped in your home freezer or defrost to eat.
WHAT IS DRY ICE: Dry ice is a solid carbon dioxide at minus 78°C. Because dry ice is very cold and has bacteriostatic properties, it is often used to help preserve perishable food products during transit. Dry ice is an environmentally friendly material and has been manufactured from recovered carbon dioxide.
DRY ICE SAFETY: Dry ice will sublime into the atmosphere generating gaseous Carbon Dioxide. REMEMBER - A little bit of dry ice will sublime to a large volume of Carbon Dioxide gas.
ALWAYS follow the instructions below when handling dry ice.
DRY ICE DISPOSAL: Once your order has been unpacked the dry ice should be immediately disposed of as indicated below: If any dry ice remains in the transit packaging, then remove your order with care. Dry ice will convert to harmless carbon dioxide, but it is important to note that it is very cold, and a single piece of dry ice will give off 500 times its own volume in gas, therefore:
ALWAYS ensure dry ice is disposed of in a place well-ventilated so the carbon dioxide can disperse (outside).
ALWAYS ensure that dry ice packs are disposed of in a safe place and is not accessible to passers-by, particularly children and animals.
ALWAYS remember not to handle dry ice with bare hands. ALWAYS dispose of under conditions where the low temperature will not present a hazard or problem.
DO NOT Dispose of dry ice in an area where the CO2 gas can collect in low lying areas such as drains, confined space.
DO NOT Place dry ice in your freezer or fridge. DO NOT Place dry ice into drink.
We do NOT advise refreezing the cake once defrosted.
After an extensive trial, we selected DPD Local as our logistics partner as they had the highest first time delivery success rates. We then developed a packaging system with DPD Local, specifically for fragile food items which should ensure it arrives safely.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.
Our courier DPD will text you on the day with a 1 hour delivery slot. On occasion problems can arise in the logistics chain that are outside our control, you can contact DPD directly for any updates.
You will need to defrost your cake before consumption, you can do this overnight in the fridge for a minimum of 8 hours.
The cakes can be kept frozen for up to six months or for three days in the fridge once defrosted. When your cake arrives, please follow the important handling instructions. Please do not refreeze the cake once it has defrosted.
Our aim is to provide our customers with a beautiful product and great service, but sometimes things don’t always go as planned.
If you are unhappy with your purchase for any reason, please use the customer enquiry form. If your cake has arrived damaged please email email@example.com and include images. One of our team members will respond as soon as they are able to.
You can also call our Customer Care Team on 0121 325 6009 (Available from Monday – Saturday 9am to 5pm and Sunday 9am to 5pm (email only)
Yes, you can order your favourite cakes, savoury dishes and speciality hot drinks with a few clicks of a button! Perfect if you have a last-minute celebration that requires a whole celebration cake! Simply find your nearest Patisserie here and see what they have available!
If you would like to plan ahead and order a celebration cake for collection for a future date, you can currently order and pay in-store only with a team member.
If you aren't able to find the answer to your question, please feel free to use our enquiry form and we will aim to respond promptly during office hours.