Frequently asked questions
Where are the English Cheesecake Company's cakes made?
All our cakes are made in London, England in our factory.
What is the best way to cut a cheesecake?
Most of our cakes do come pre-portioned but there may be occasions where we offer some whole cakes.
Defrost fully and then cut into portions with a sharp knife.
What is the best way to serve a cheesecake?
We recommended serving our cakes chilled (but not frozen).
Do you do baked cheesecakes?
Yes! Why not check out the Bake Shop section of our website for all of our baked cheesecakes, cakes, cupcakes and more… Most of our products are no-bake cold set cheesecakes however.
How secure is my information when I'm ordering?
The English Cheesecake Company does not store your credit card details. We use Shopify Pay as the payment gateway for website orders.
What will English Cheesecake Company do with my information?
How can I contact the English Cheesecake Company?
You can use our contact form.
What type of base does the English Cheesecake Company use?
All of our cheesecakes have either a digestive or chocolate biscuit base.
Which forms of payment do you accept?
We accept the following forms of payment: Solo, Switch, Maestro, Visa, Visa Electron, Marstercard, PayPal and Amex.
What if I do not receive an order confirmation by email?
If it's not in your spam folder (this can happen from time to time) then please email us: firstname.lastname@example.org or fill out our contact us form
Do you consider donation requests?
We work with selected food charities and food banks but the team would be happy to review any requests. Please email email@example.com
Do you consider student enquiries?
We’d be happy to consider any enquiries, please get in touch at firstname.lastname@example.org
Do you make wedding cakes?
Yes we do! For information about our wedding cakes, click here
How many people will my cake serve?
6" - 8
9" - 14
15" - 60
Tray - 15
Minis - 9
Do I need to be in when my cake's delivered?
Make Sure Someone's There! It is very important that someone is at the address you have specified to sign for the delivery. We are unable to leave the cake at the address without obtaining a signature, as perishable goods will not be redelivered but you will still be charged.
Can I change or cancel my order once it's been placed?
You are able to change or cancel your order within 3 hours from placement of order, or within 30 minutes if you have opted for a next day delivery. You must make these changes by email as you are unable to cancel or amend your order online.
Can I deliver to different addresses?
You can deliver to only one designated address per order.
What does delivery cost?
- Free delivery for orders over £50
- Standard delivery £5
- Next day delivery £10
- Saturday delivery £10
Where do you deliver?
We deliver to most areas of the UK mainland nationwide.
Can I choose my delivery date?
Yes, you can choose which date you would like to have your cake delivered. Don't forget that we don't deliver on Sundays or Mondays!
How will my product arrive?
Our cakes are vacuum sealed, delivered frozen packed in heavy-duty polystyrene containers and individually packed in dry ice. They will be delivered by DPD in a brown cardboard branded delivery box.
Is there anywhere you don't deliver to?
We deliver to most areas of the UK mainland by commercial courier. Delivery by other means or outside mainland UK may be possible by special arrangement but an additional delivery charge will be payable. If you require delivery outside mainland UK, we can discuss the options with you via email at email@example.com
Do I need to be in when my cake's delivered?
We strongly recommend that someone is at the address of delivery. However, if this is not possible it is your responsibility to ensure you specify your delivery preference with DPD directly – More info here (my DPD page)
What if my cake hasn't arrived on my selected day?
If you are expecting a cake delivery and it hasn't arrived, please contact firstname.lastname@example.org with your order reference number and a member of our team will help.
How does delivery work?
Tell us the date you want your cake delivered and we will get it to you on time and in tip-top condition; be it for a birthday, anniversary or just to treat yourself! Unfortunately we can't currently deliver on Mondays or Sundays, so make sure you bear this in mind when ordering. And if you just can't wait that long, why not make use of our next day service? To use the next day service your order needs to be received and confirmed prior to midday.
Can I refreeze my cake?
Once your product has been defrosted it should not be refrozen. For all information regarding the storage of your cake, please see our guide to freezing and defrosting.
How long can I keep my cake in the fridge or freezer?
You can keep most of our cakes in the fridge for up to 2-4 days after they have been defrosted, however always check the best before label on the side of the box. For all information regarding the storage of your cake, please see our guide to freezing and defrosting.
How long will it take for my cake to defrost?
We recommend a minimum of 8hours - For full defrosting instructions, please see our guide
Why does my cake order contain dry ice?
Dry Ice has been placed within your consignment to ensure your Food Order remains at the correct temperature during transit and reaches you in the best possible condition. Dry Ice is used for transit purposes only and no attempt should be made to collect and store it for other reasons. Once your order has been unpacked the Dry Ice should be immediately disposed of as indicated below.
How to handle
Take your cake out of the polystyrene box and dispose of the dry ice carefully. Take your cake out of its cardboard box and remove any bubble-wrap
Freezing your cake
Once you have removed the bubble-wrap, place your cake back in its box. Put your cake in the freezer and remember to store it flat and upright (this is cheesecake - not upside-down cake remember?). Your cake can be kept in the freezer for up to 6 months depending on which type of freezer you have.
For star marked freezers:
Up to 1 week
** Up to 1 Month
*** Up to 3 Months
**** Until Best Before Date - see side of the cake box
Defrosting your cake
Remove the cake from the box and remove all film, the cardboard collar and any other packaging from around the cake.
Either put it back in the box, or pop your cake onto the plate you would like to serve it on and put it in your fridge, away from leaky ketchup bottles (and other things that may ruin the tasty perfection!)
Individual Slices - If your cake is pre-portioned, just defrost the number of slices you want and pop the rest back into the freezer for another day - easy peasy!
Cakes must be defrosted in the fridge - do NOT defrost at room temperature
Do NOT re-freeze after defrosting
All Products must be kept refrigerated between 5 - 8 °C and must be consumed within 2-4 days. Please see the box label for further information.
Allergens & Ingredients
What type of allergens are present in our products?
All allergens in our products are marked in BOLD in the ingredient declaration.
Also although all care is taken due to the nature of in our manufacturing process we can’t guarantee that products are free from any undeclared allergen.
Where we have assessed to have a cross contamination risk from an undeclared allergen this is presented on the label as an allergen warning statement.
Are all our dairy and egg based ingredients pasteurised?
Soft cheese used in our products are pasteurised as well as eggs/eggs derived products. We also use milk and cream in our products which are also pasteurised.
Could I eat your cakes if I have nut/Peanut allergy?
Unfortunately not!, Our manufacturing site handles nuts in the same production lines as with products that do not contain nuts as an ingredient. Therefore based on our assessment it is possible to carry a trace level contamination which can still pose a risk to nut allergic person.
On Peanuts, our manufacturing site doesn’t handle Peanuts, however due to complexity of our raw materials supply chain we are unable to guarantee that products will be free from Peanuts.
Are our products Vegan / Vegetarian?
Yes. We do have products that are suitable for vegan / vegetarian diet. All our raw material supply chain and our production process control assure that we diligently meet requirements for these claims.
Do you use fresh ingredients?
Yes, we use fresh dairy produce in all of our cakes.
Are your cakes suitable for vegetarians?
Many of our cakes are suitable for vegetarians and you will be able to see clearly in our online store if the cake you have chosen is suitable.
Are your cakes free of GMO?
Yes, they are!
Are your cheesecake suitable for pregnant women?
Yes, we use pasteurised ingredients in our cheesecakes but if you are unsure please contact us to discuss email@example.com or speak with your midwife
Is the palm oil used in your products of sustainable origin?
Yes, a number of products do contain added palm oil or contain an ingredient that contains palm oil as an ingredient which are clearly labelled. All type of palm oil / palm derived materials in our recipes are Roundtable on Sustainable Palm Oil (RSPO - segregated) registered. Our supply chains of palm / palm derived raw materials are rigorously monitored both by site team and by our large co-operate customers.
Can our packaging be recycled?
Most of our packaging are cardboard based which is recyclable and we actively encourage you to do so. Only the window of our retail pack is currently not recyclable but we are actively looking into ways to solve this issue. Recycling information are displayed on our packaging to the current industry standards.
Where can I find your twin slices & 6” cakes?
We stock our cheesecakes in Waitrose, Sainsbury’s, Co-Op, Ocado and other small independent retailers. A full list of stockists can be found here
Where else can I find your cakes?
Booker, Wholesale etc… You may spot us on some restaurant menus
Are you on any delivery service sites?
Yes, find us here.