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Customer Service

Our customer service is available from Monday to Saturday 9.30 am to 6.00 pm. If you wish to discuss a new order, have a query regarding an existing order or table booking at one of our parlours you can contact us by email at hello@peggyporschen.com or call +44 (0)20 7730 1316.

Ordering

Cake, cupcake and confectionery orders can be placed online. Information about customisation options, minimum orders and lead-times can be found in the relevant product description section on our online shop. If you have any questions about the cakes or if you have trouble ordering online please call one of our sales team on +44 (0)20 7730 1316or send an email to hello@peggyporschen.com. Please note: we are unable to take payment for an order by phone as we are not permitted to take credit card information over the phone.

Click & Collect

Cakes, cupcakes and confectionery orders can be collected from one of our Parlours:

Peggy Porschen Belgravia
116 Ebury Street
London SW1W 9QQ (for opening hours click here)

OR

Peggy Porschen Chelsea,
219 King's Road,
Chelsea London SW3 5EJ (for opening hours click here)

Simply choose ‘collection’ as well as your preferred date and time when placing your order online. Customers are required to provide a valid order confirmation number and sign a disclaimer upon collection to confirm that your order has been received in good condition. Once collected, the responsibility for any damage through transportation lies with the customer. Should for any reason an order not be collected in time, we will retain it for 24 hours to allow you sufficient time to call our customer service team on +44 (0)20 7730 1316 to re-arrange a new time for collection. Please note that we do not offer refunds or replacements for orders that have not been collected within 24 hours after the agreed date and time.

Delivery 

Freshly baked cakes, cupcakes, drinks and party bundles are available for delivery by a professional courier delivery service in selected post code in SW, W and NW London, 7 days a week. Simply choose a delivery date and time slot when placing your order online. To find out if your postcode falls within our delivery area, please click here. Please provide clear delivery instructions and a contact number for our delivery driver. If, for any reason, the delivery cannot be accepted at the agreed time and location, our driver will take your order back and we will retain it for the next 24 hours during which time you can call us to request re-delivery at an additional charge or to arrange personal collection from the Parlour.

Changes To Existing Orders

If you have spotted an error on your order confirmation or would like to make changes to an existing order, please notify us within: cupcakes: 24 hours before delivery or collection; 6-inch cakes: 48 hours before delivery or collection; All cakes larger than 6-inches, or any other cakes and cupcakes from our birthday and special occasion collections: 72 hours before delivery or collection.
Please note that any changes to your existing order may be chargeable. We therefore recommend that customers always double check order details, such as dates, cake size and personal messages, before confirming their order as we may not able to offer refunds or replacements if incorrect information has been given.

Cancellation

If you wish to cancel your cake order you must give us the following minimum notice to qualify for a credit or refund: cupcakes: 24 hours before delivery or collection; 6-inch cakes: 48 hours before delivery or collection; All cakes larger than 6-inches, or any other cakes and cupcakes from our birthday and special occasion collections: 72 hours before delivery or collection.

Refunds & Returns Policy

We will always do our best to prepare, pack and deliver your product(s) with the utmost care. Nevertheless, accidents can happen and so we ask that you check your order is correct before signing your delivery/disclaimer note. In the unlikely event that you find your order is incorrect, incomplete or damaged on delivery, please inform our customer service team immediately on +44 (0)20 7730 1316 and we will do our best to send a replacement in time. To claim a credit or refund, please return the item to us for inspection or provide photographic evidence together with a proof of purchase (till or online receipt) within 48 hours upon receipt. Unfortunately, we are not able to offer any refunds without the requested evidence and proof of purchase. Please note that we can only credit a refund to the card used to purchase the item.

For full details please see our Terms & Conditions of Sale