FAQs

Orders received after 5pm Monday to Friday, after the office has closed, will be treated as an order received on the following working day. For example if you order at 9pm on a Monday night, this will be treated as an order placed on Tuesday and therefore processed, printed and despatched on the Wednesday.

Any orders placed over the weekend whilst we can’t guarantee, we can normally process, print and dispatch these on the next working day, being the Monday unless there is a Bank Holiday.

A working day is defined as Monday to Friday excluding Bank Holidays. Our office hours are 9am to 5pm Monday to Friday. We cannot be held responsible for orders placed outside of our working hours and not arriving in time for your cake or event. Please give yourself plenty of time for your order to arrive.

If you choose for us to design your topper for you, you will have the option to upload your photo as part of the order process. Preferably photos should be no larger than 4MB (Megabytes). If your files are larger than 4MB then please tick the option “email us your photo(s) later” in the shopping basket and then email to [email protected] along with your Transaction ID (which you will find on your order confirmation email). Please zip up multiple photos in to one file.

If you are sending your photo by post for us to scan, please ensure you tick the box in the shopping basket and you have added ‘Have us scan your photo’ to your shopping basket, this costs an additional £1.00. You can then send us your photo, along with your Transaction ID (which you will find on your order confirmation email), to:

Photo On A Cake
9 Montagu Drive
Saxmundham
Suffolk
IP17 1FL

We will return your photo in the envelope with your printed cake topper. Please allow 1 week for this option.

We will always do our best to help and accommodate any changes, however, unless notified otherwise, orders (photo, text etc.) will be printed EXACTLY as sent to us. We cannot be held liable for any mistakes made unless notified within one hour of your order being placed.

If you have used an existing PayPal account to make payment, please check the account email you used for this payment. Alternatively, if you are using Hotmail, Outlook, Gmail or other web-based email, please check your JUNK mail folder.

Any emails from Photo On A Cake will come from: [email protected] or [email protected]

You can read more about checking your spam and junk email folders here.

Our postage charges are based on weight, so normally we charge £1.95 for Royal Mail First Class postage and packaging, for orders with one or two toppers. Above that, for more than three toppers in an order, or if you add candles, postage increases a little bit, but you’ll see in your cart / at the checkout what your postage costs are going to be.

Please note: Royal Mail do not guarantee First Class delivery for the next day, they only aim to deliver the next day. Generally First Class post arrives within 1 to 3 working days, but has been known to take up to 5 during busy periods.

Next day Special Delivery with Royal Mail
If you order before 1pm Monday to Thursday you can choose for your item to be posted for guaranteed next working day Special Delivery. We also offer guaranteed Saturday Special Delivery if chosen at the checkout and ordered before 1pm on a Friday.

Any orders placed over the weekend that have special delivery chosen will be posted the next working day for delivery the working day after that. For example, Sunday orders would be posted Monday for Tuesday delivery.

Please note: special delivery is guaranteed to be delivered to you by 1pm and you must be in to sign for a Special Delivery. We cannot be held responsible for non-delivery if you are not available for your package to arrive as Royal Mail will required a signature.

Special Delivery pricing again works on weight and is calculated in your cart / at checkout, but base prices are:

Guaranteed Weekday (order before 1pm Mon – Thurs): £7.90

Guaranteed SATURDAY (order before 1pm Fri): £12.30

Please ensure you order in a timely way and give yourself plenty of time for your order to arrive.

Please note: black or dark coloured backgrounds will soften the icing greatly and should be avoided where possible.

Cakes decorated with toppers should not be stored in tupperware / plastic / sealed tins as this causes the cakes to ‘sweat’. Preferably, decorated cakes should be stored in a cool room, in a cardboard box (or other breathable material).

If you are not going to consume your decorated cakes within 24 hours of applying the topper(s), you may want to consider, particularly if using a buttercream icing, placing a fondant / sugarpaste (regal ice) layer between the buttercream and the topper. This will protect the topper from natural moisture in the buttercream. Additionally the cakes should not be stored in a fridge.

Should we receive an order containing any of the above we reserve the right to cancel your order and refund you in full without prior notice.

We are also unable to print pictures of money / bank notes. It’s actually against the law to reproduce bank notes, even if it’s just for fun and edible like our toppers. Our software will actually not allow us to print them. Sorry about this – don’t shoot the messenger!

Alternatively, if you are having us design your topper for you, we can do a montage using multiple images. This costs an additional £3.00. This also applies if we are laying out your cupcake topper and you require different images for each.

Generally, photos taken with a digital camera of at least 3 megapixels or larger are a good size. Photos from older mobile phones, or those with low quality cameras often do not print well.

If you’re scanning your own photograph, if should be scanned at 300dpi or larger as a JPEG.

If you’re taking an image off of the internet to us, Google has an option on image search to only look for ‘Large’ images, this can be found by selecting ‘Search tools’ in your image search results and then under ‘Size’ selecting ‘Large’.

Here are some guidelines to follow for image sizes, you can see the size of your image by right-clicking it and selecting ‘Properties’. These are minimums, bigger is better.

It is your responsibility to provide the highest quality image you can. If you use an image smaller than these recommended sizes we will print it as best we can.

Please note: black or dark coloured backgrounds will soften the icing greatly and should be avoided where possible.

Please do not expect Pantone colour matching as this is not possible with edible ink colours.
Please note: black or dark coloured backgrounds will soften the icing greatly and should be avoided where possible. Additionally, Black & White photos will print with a slight green tinge, this is due to the fact that the icing sheets are cream, not pure white, and the density of the black on the cream gives the overall effect of a green hue, if you send us a black & white photo we will print them, but we cannot be accountable for the hue.

We’ve included standard computer fonts like Arial, Impact etc. and a range of Google Fonts and others which you can see in the list below:

If you choose for us to build your topper for you, then you’ll need to tell us the colour to use when you place your order from the list below:

Sugar, starches (E1422, E1412), maltodextrin, glycerol E422, water, stabilizer (E414, E 415,
E460i), dextrose, emulsifiers (E435, E491, E471), food color (E171), citric acid E330,
artificial flavours, preservative (E202)

All our products are are free from and suitable for the following:

• Gluten
• Lactose
• Nuts
• Eggs
• Vegetarian / Vegan
• Kosher