FAQS

How does delivery work?

Orders are sent using Royal Mail 24-Hour Tracked. You can choose a dispatch date at checkout, and most parcels arrive the following day. Delays can occasionally happen, so selecting a dispatch date slightly earlier than needed is often helpful. Please ensure someone is available to receive the parcel, or set a safe place or alternative option through the courier’s tracking link.

Can I change my shipping address?

It’s best to double-check your address before completing your order. If something needs updating, simply email with your order number and the correct details as soon as possible. Address changes can only be made before the final pre-dispatch window (48 hours before dispatch).

How should I store my Hero Cake can?

Keep your cake can in a cool, dry cupboard and away from direct sunlight. There’s no need to refrigerate, but if the can has been chilled, placing it briefly in warm water brings the cake back to its ideal texture.

How long do the cakes last?

Hero Cake cans are at their best within 7 days of dispatch.

Can the cake cans be frozen?

Yes—unopened cans freeze well for up to 3 months. Allow them to defrost fully before enjoying.

Can I amend my order?

If you need to make a change, please email promptly and the team will help where possible. Once production, packaging or shipping has begun, adjustments can no longer be made. If a delivery date is changed directly with the courier, freshness can no longer be guaranteed.

Can I cancel my order?

Cancellations follow a simple notice-based scale: 4+ weeks before dispatch: full refund minus a 10% admin fee. 2–4 weeks before dispatch: 50% cancellation fee. Under 2 weeks before dispatch: non-refundable. Orders placed less than two weeks before delivery become non-refundable as soon as they are placed.

My order hasn’t arrived—what should I do?

Checking your tracking link will usually show the latest update, including safe-place or alternative-delivery notes. If the parcel still seems delayed, please email with your order number and the team will look into it straight away.

There’s a problem with my order—how can it be resolved?

Please email with your order number, delivery address, a brief description of the issue, and any helpful photos. The team will investigate and resolve it with you as quickly and kindly as possible.

Can items be returned?

Perishable items cannot be returned. For merchandise returns, please email yesyoucan@herobakes.co.uk with your packing slip (or a note with your name and order number). Use a tracked service and keep proof of postage. Refunds are issued once the item is received and checked, and return postage is the sender’s responsibility.

Where can I read the refund policy?

The full refund policy is available on the website for easy reference.

How can I get in touch?

For any questions or order updates, please email yesyoucan@herobakes.co.uk — including your order number helps the team assist you quickly.