FAQs


HERE’S SOME FREQUENTLY ASKED QUESTIONS THAT MIGHT HELP YOU.


MY EMAIL ADDRESS ISN'T WORKING TO LOG IN

If your email is not recognised, please double check you didn’t use a different email address such as a work email address. If this doesn’t work for you then please email us at sales@bkd-london.com with your full name and an order number if you have one and we’ll track your account down for you.


I FORGOT MY PASSWORD

Please click here and a reset password email will be sent to you. If you don’t receive an email then please check your spam folder.


HOW DO I CHANGE MY ADDRESS?

You can update your address details within your account area.


HOW DO I CHANGE MY PAYMENT DETAILS?

You can update your payment details within your account area.

WHERE DO YOU SHIP?

We deliver to the UK and Europe, for more info on delivery visit our delivery information page.


MY DELIVERY IS DAMAGED, CAN YOU HELP?

Every order leaves us in perfect condition, if your box or items are damaged please contact us immediately so that we can investigate with our delivery providers. We will need photos of the damaged items sent to sales@bkd-london.com and will then speedily get a replacement sent out to you.


I HAVEN'T RECEIVED MY DELIVERY YET

We send out dispatch emails when your order is on it’s way to you. Our standard delivery is 3-5 working days within the UK. If your delivery has not arrived after this time please email sales@bkd-london.com and we’ll help track down your order for you.

Please note if you have just signed up to our Mini Bakers Club, your first box ships within 5 working days.

ARE THE BOXES SUITABLE FOR VEGETARIANS AND THOSE WITH GLUTEN INTOLERANCES?

Our boxes aren't always suitable for vegetarians, the baking mixes are suitable for vegetarians but occasionally decorations included such as marshmallows may contain gelatine. We do our very best to source the majority of these items to be suitable for vegetarians and all ingredients are marked clearly.

Our baking mixes are suitable for use with egg replacer and vegetable spreads. They are not gluten free and contain wheat, this is something we are looking to introduce in the future.


SHIPPING

We send out your first box within 2-5 working days.

All subsequent boxes are sent out once a month and should arrive between the 15th-20th. (Please note this is changing soon, see below for details on changes to delivery and payment dates)


WHEN WILL I BE BILLED?

For our monthly subscription you will pay your first payment upon checkout, then all subsequent payments are taken on the 1st of each month. If you wish to cancel your monthly subscription, you need to do so before your next scheduled payment. If you cancel after payment has been taken on the 1st of the month, then you will receive that month's box which dispatches around the 15th of that month.

If you place an order within 5 days before the 1st of each month, you will not be billed again on the 1st and will therefore skip the next box dispatched on the 15th. This is to help you fall in line with the rest of our subscribers and ensure you do not have two payments taken in quick succession, or receive two boxes too closely together at the beginning of your subscription.

3, 6, and 12 monthly subscriptions are paid in full on checkout, and are rebillable. They will auto renew after you have received the set number of boxes. If you do not wish to continue your subscription for an additional 3/6/12 months, you can cancel the renewal at anytime, and no additional payments will be billed at the end of the subscription.

(Please note this is changing soon, see below for details on changes to delivery and payment dates)


WILL I NEED TO BE IN TO ACCEPT MY BOX?

Our boxes are A4 and designed to fit through standard UK letterboxes. They are sent 2nd class via Royal Mail.


PERSONALISATION

All our boxes are personalised with your child’s name, just enter their name when ordering and it will appear as if by magic on their box!


ORDERING AS A PRESENT AND WANT IT TO ARRIVE AFTER THEIR BIRTHDAY, CHRISTMAS ETC?

If you want to delay delivery, use the date selector before clicking the sign up button. We'll do our very best to get it there on that date, but cannot guarantee this especially during busy periods.


CAN I SEND BOXES TO DIFFERENT PEOPLE?

Yes you can send as many boxes as you like. You need to complete the details for each child ensuring you press the sign up button to add each subscription to your cart. You will need to check them out individually.


HOW CAN I CANCEL MY SUBSCRIPTION?

You can cancel your monthly subscription at any time online. However, because we prepare your boxes in advance, to take effect you’ll need to cancel before the cut-off time for your next box, which is by the 1st of each month.

You are not able to cancel or amend your 3, 6, or 12 monthly subscriptions during the fixed period due to their personalised nature and the discounted price offered for paying upfront. If you do not want to continue your subscription for an additional 3/6/12 months, you can cancel the renewal at anytime, and no additional payments will be billed after the fixed term.

To cancel your subscription head to your Account on a desktop computer – you’ll see this in the top right hand corner. Here you’ll see a Manage Subscriptions link on the left hand side. Click the link and you'll be taken to your subscriptions, where you can click Manage and Cancel. Once your cancellation is complete any further scheduled billing will be cancelled. Please note it is your responsbility to ensure you receive confirmation of the cancellation.

 

IMPORTANT NEWS

From August, we will be running boxes for a whole calendar month, rather than from mid-month to mid-month. This will impact payment and delivery dates.

In order to facilitate this, we are moving forward the payment date for our monthly subscriptions from the 1st of each month, to the 21st. If you do not have a monthly payment, but rather a recurring 3, 6 or 12 monthly fixed term subscription this will only affect the date of your auto renewal after those fixed periods.
 
The next payment date will be 1st July as normal, with the July box being dispatched mid-July. Following that, the next scheduled payment will then be 21st July, not 1st August. From this point, all payments will be taken on 21st of each month. We apologise for the double payment in one month, but it is necessary in order to implement the change. Thank you for your understanding.

Boxes will then arrive between 1st and 6th of each month, rather than the 15-20th.

We hope you agree that these changes make the subscription more straightforward and thank you for your continued support. We really appreciate each and every one of you supporting our small growing business.

MY EMAIL ADDRESS ISN'T WORKING TO LOG IN

If your email is not recognised, please double check you didn’t use a different email address such as a work email address. If this doesn’t work for you then please email us at sales@bkd-london.com with your full name and an order number if you have one and we’ll track your account down for you.


I FORGOT MY PASSWORD

Please click here and a reset password email will be sent to you. If you don’t receive an email then please check your spam folder.


HOW DO I CHANGE MY ADDRESS?

You can update your address details within your account area


HOW DO I CHANGE MY PAYMENT DETAILS?

You can update your payment details within your account area

WHERE DO YOU SHIP?

We deliver to the UK and Europe, for more info on delivery visit our delivery information page.


MY DELIVERY IS DAMAGED, CAN YOU HELP?

Every order leaves us in perfect condition, if your box or items are damaged please contact us immediately so that we can investigate with our delivery providers. We will need photos of the damaged items sent to sales@bkd-london.com and will then speedily get a replacement sent out to you.


I HAVEN'T RECEIVED MY DELIVERY YET

We send out dispatch emails when your order is on it’s way to you. Our standard delivery is 3-5 working days within the UK. If your delivery has not arrived after this time please email sales@bkd-london.com and we’ll help track down your order for you.

Please note if you have just signed up to our Mini Bakers Club, your first box ships within 5 working days.

ARE THE BOXES SUITABLE FOR VEGETARIANS AND THOSE WITH GLUTEN INTOLERANCES?

Our boxes aren't always suitable for vegetarians, the baking mixes are suitable for vegetarians but occasionally decorations included such as marshmallows may contain gelatine. We do our very best to source the majority of these items to be suitable for vegetarians and all ingredients are marked clearly.

Our baking mixes are suitable for use with egg replacer and vegetable spreads. They are not gluten free and contain wheat, this is something we are looking to introduce in the future.


SHIPPING

We send out your first box within 2-5 working days.

All subsequent boxes are sent out once a month and should arrive between the 15th-20th. (Please note this is changing soon, see below for details on changes to delivery and payment dates)


WHEN WILL I BE BILLED?

For our monthly subscription you will pay your first payment upon checkout, then all subsequent payments are taken on the 1st of each month. If you wish to cancel your monthly subscription, you need to do so before your next scheduled payment. If you cancel after payment has been taken on the 1st of the month, then you will receive that month's box which dispatches around the 15th of that month.

If you place an order within 5 days before the 1st of each month, you will not be billed again on the 1st and will therefore skip the next box dispatched on the 15th. This is to help you fall in line with the rest of our subscribers and ensure you do not have two payments taken in quick succession, or receive two boxes too closely together at the beginning of your subscription.

3, 6, and 12 monthly subscriptions are paid in full on checkout, and are rebillable. They will auto renew after you have received the set number of boxes. If you do not wish to continue your subscription for an additional 3/6/12 months, you can cancel the renewal at anytime, and no additional payments will be billed at the end of the subscription.

(Please note this is changing soon, see below for details on changes to delivery and payment dates)


WILL I NEED TO BE IN TO ACCEPT MY BOX?

Our boxes are A4 and designed to fit through standard UK letterboxes. They are sent 2nd class via Royal Mail.


PERSONALISATION

All our boxes are personalised with your child’s name, just enter their name when ordering and it will appear as if by magic on their box!


ORDERING AS A PRESENT AND WANT IT TO ARRIVE AFTER THEIR BIRTHDAY, CHRISTMAS ETC?

If you want to delay delivery, use the date selector before clicking the sign up button. We'll do our very best to get it there on that date, but cannot guarantee this especially during busy periods.


CAN I SEND BOXES TO DIFFERENT PEOPLE?

Yes you can send as many boxes as you like. You need to complete the details for each child ensuring you press the sign up button to add each subscription to your cart.


HOW CAN I CANCEL MY SUBSCRIPTION?

You can cancel your monthly subscription at any time online. However, because we prepare your boxes in advance, to take effect you’ll need to cancel before the cut-off time for your next box, which is by the 1st of each month.

You are not able to cancel or amend your 3, 6, or 12 monthly subscriptions during the fixed period due to their personalised nature and the discounted price offered for paying upfront. If you do not want to continue your subscription for an additional 3/6/12 months, you can cancel the renewal at anytime, and no additional payments will be billed after the fixed term.

To cancel your subscription head to your Account on a desktop computer – you’ll see this in the top right hand corner. Here you’ll see a Manage Subscriptions link on the left hand side. Click the link and you'll be taken to your subscriptions, where you can click Manage and Cancel. Once your cancellation is complete any further scheduled billing will be cancelled. Please note it is your responsbility to ensure you receive confirmation of the cancellation.

You can cancel your monthly subscription at any time online. However, because we prepare your boxes in advance, to take effect you’ll need to cancel before the cut-off time for your next box, which is by the 1st of each month.

You are not able to cancel or amend your 3, 6, or 12 monthly subscriptions during the fixed period due to their personalised nature and the discounted price offered for paying upfront. If you do not want to continue your subscription for an additional 3/6/12 months, you can cancel the renewal at anytime, and no additional payments will be billed after the fixed term.

To cancel your subscription head to your Account on a desktop computer – you’ll see this in the top right hand corner. Here you’ll see a Manage Subscriptions link on the left hand side. Click the link and you'll be taken to your subscriptions, where you can click Manage and Cancel. Once your cancellation is complete any further scheduled billing will be cancelled. Please note it is your responsbility to ensure you receive confirmation of the cancellation.

 

IMPORTANT NEWS

From August, we will be running boxes for a whole calendar month, rather than from mid-month to mid-month. This will impact payment and delivery dates.

In order to facilitate this, we are moving forward the payment date for our monthly subscriptions from the 1st of each month, to the 21st. If you do not have a monthly payment, but rather a recurring 3, 6 or 12 monthly fixed term subscription this will only affect the date of your auto renewal after those fixed periods.
 
The next payment date will be 1st July as normal, with the July box being dispatched mid-July. Following that, the next scheduled payment will then be 21st July, not 1st August. From this point, all payments will be taken on 21st of each month. We apologise for the double payment in one month, but it is necessary in order to implement the change. Thank you for your understanding.

Boxes will then arrive between 1st and 6th of each month, rather than the 15-20th.

We hope you agree that these changes make the subscription more straightforward and thank you for your continued support. We really appreciate each and every one of you supporting our small growing business.

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