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 are 90% vegetarian, 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 5 working days.

All subsequent boxes are sent out once a month and should arrive between the 15th-20th.


WHEN WILL I BE BILLED?

You will pay your first payment on checkout, then all subsequent payments are taken on the 1st of every month. If you wish to cancel your monthly box you need to cancel by the first of the current month to cancel that months box. If you cancel afterwards, then you will receive that months box. (If you order within 7 days of the 1st of each month, you will not be billed on the 1st and will skip the next box going out on the 15th. This is to help you fall inline with the rest of our subscribers and ensure you do not get two boxes too closely together at the beginning of your subcription).

3 monthly subscriptions are paid in full on checkout and are rebillable. They will autorenew after you have received 3 boxes. You can cancel in the last month if you do not want to continue the subscription.

6 and 12 month subscriptions are paid in full on checkout, no additional payments will be billed.


WILL I NEED TO BE IN TO ACCEPT MY BOX?

Our boxes are A4 and designed to fit through UK letterboxes. They are sent 1st 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 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 can't guarantee this.


CAN I SEND BOXES TO DIFFERENT PEOPLE?

Yes you can send as many boxes as you like, you’ll need to checkout each one 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 you’ll need to cancel before the cut-off time for your next box, which is by 1st of each month.

You are not able to cancel or amend your 3 monthly, 6 or 12 month subscriptions due to their personalised nature and the discounted price given for paying upfront. 3 monthly subscriptions are rebillable and can be cancelled in their last month before they autorenew if you do not want to continue the subscription.

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, here you can click manage and cancel. Once your cancellation is complete, all billing will be cancelled.

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. 1st class deliveries normally take 1-2 working days and 2nd Class 2-3 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 are 99% vegetarian, 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 5 working days.

Additional boxes are sent out once a month, the second week of the month. They should arrive by the 15th-20th at the latest.


WHEN WILL I BE BILLED?

You will pay your first payment on checkout, then all subsequent payments are taken on the 1st of every month. If you wish to cancel your monthly box you need to cancel by the first of the current month to cancel that months box. If you cancel afterwards, then you will receive that months box.

3 month and 6 month subscriptions are paid in full on checkout, no additional payments will be billed.


WILL I NEED TO BE IN TO ACCEPT MY BOX?

Our boxes are A4 and designed to fit through UK letterboxes. They are sent 1st 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 by magic on their box!


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

If you pop their birthday or event date in the extra notes area on the cart page we’ll ensure their first box arrives after the date.


CAN I SEND BOXES TO DIFFERENT PEOPLE?

Yes you can send as many boxes as you like, you’ll need to checkout each one 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 you’ll need to cancel before the cut-off time for your next box, which is by 1st of each month.

You are not able to cancel your 3 or 6 month subscriptions due to their personalised nature and the discounted price given for paying upfront.

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 subscriptions tab and a cancel link once you click into your order. Once your cancellation is complete, all billing will be cancelled.

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