Customer Support

Immediate Customer Support

Phone

Email

Account

Frequently Asked Customer Support Questions

How can I cancel my order?

If your birthday, wedding, or any other event can no longer take place, we give you the opportunity to cancel your order with us in time. We only need an email from you with your order number from the order confirmation.

Example of your order number:

Your order no. #901234 (or from our old system: DE20210000-O-XXX-111)

Please send your cancellation by email to service@your-cake.com before your desired delivery date.

We only cancel orders before the production day. The production day depends on your chosen shipping method and does not refer to your purchase date.

Examples of production days for your desired delivery date:
DHL/UPS package (+/- 2 business days) is produced two business days in advance, so cancel three days before your desired date.

DHL Express is produced one business day in advance, so cancel two days before your desired date.

I did not receive an order confirmation. What should I do?

You should receive an order confirmation email within a few minutes after placing your order. If you do not find it in your inbox, please check your spam folder.

If you still did not receive an order confirmation, log into your account (this works even if you were not registered at the time of order) and check the order status there. Use the same email address provided during your order. If no order is listed or it shows an unexpected status, please contact our customer support.

How can I verify that my order went through?

After placing your order, you will receive an email confirmation with all the details of your order. Please check all details such as delivery address, delivery date, etc. If you find an error, contact our support immediately so we can correct it.