FAQS

We are able to ship our nationwide products to UK mainland postcodes.

For bespoke or corporate orders, we may be able to accommodate deliveries further afield, to do so get in touch via info@pleesecakes.com.

• The collection address is: 17 Trowers Way, Redhill Surrey RH1 2LH.
• Collection contact number: 01737210254.
• Collection hours are: Monday to Friday – 8:00am-2pm (latest), Saturday- Sunday – CLOSED (These times will be subject to change over bank holidays, public holidays, Christmas, Easter etc. Please see our website for more information and updates on these collection times.)
• Once you have arrived, please ring the doorbell located on the front door, then a member of staff will come to you.
• Please have your order number and name on the order ready beforehand.
• Please ensure if you are planning on travelling any distance with your cake you can have an extra-large cool box/bag and ice packs to keep your Pleesecake(s) frozen for your journey home. For reference, our large cheesecakes are supplied in 12”x12” boxes.
• If someone else is collecting on your behalf this is not a problem at all, please ensure they have your order number and name.

Please note: All collections are subject to orders being paid in full prior to collection.

• Your order will be delivered by DHL which is booked in by our external logistics company and you will receive all tracking information by them via email or text message.
• Someone MUST be in to sign for the delivery to be able to place the goods into a freezer straight away. Unfortunately we are unable to leave the package with a neighbour or without a signature.
• If you delay your order YOU will have to accept full liability as the products MUST be delivered on the day of chosen delivery, as our products are perishable and therefore they will not fit for consumption.
• We are only able to dispatch orders Tuesdays-Thursdays. We do not deliver on weekends or bank holidays.
• Our products are delivered with dry ice to keep them frozen whilst in transit, please note:

• • DO NOT handle the dry ice with bare hands. It can cause severe cold burns and frostbite.
  • DO NOT play with the dry ice. Playing games with dry ice is dangerous and ALWAYS keep it away from children.
  • Use an insulated container to store dry ice.
  • DO NOT place in working refrigerator or freezer.

• To safely dispose of the dry ice:

• • Dry ice sublimates leaving no residue, however care should be taken when surplus ice remains when the application for which is was intended is completed.
  • ALWAYS ensure that dry ice is dispose of in a safe place e.g. a well-ventilated area.DO NOT dispose of dry ice in an area where CO2 gas can collect in low-lying areas e.g. garage pits, drains, confined spaces, etc.
• Dry ice is solid carbon dioxide (CO2). It has the unusual property of ‘subliming’, that is going from a solid to a gas without passing through a liquid phase. The product can only exist at -78ºc and maintains at this temperature by sublimation.
• Dry ice is safe provided the safety guidelines are followed. For more safety information head to: https://www.boconline.co.uk/en/images/dry-ice-bcga-guidelines_tcm410-39540.pdf

Please see below for collection times on bank and public holidays:

• Bank holidays – Closed
• Christmas eve – Please see our contact page on our website for times
• New years eve – Closed

Yes all of our products arrive frozen. See below for full storage instructions:

1. We recommend that you serve the cheesecake chilled (but not frozen).
2. Your Pleesecake(s) will arrive to you frozen.
3. If you wish to consume your Pleesecake(s) on the day of delivery/collection, it will need to defrost in a fridge prior to eating.
4. Full care instructions will be on our packaging when you receive your Pleesecake(s).
5. If your Pleesecake(s) is not being eaten on the day of delivery/collection, it will need to be placed in the freezer straight away, where it can be stored for up to 3 months (Freezecakes 12 months).
6. When defrosting our Pleesecakes DO NOT defrost anywhere outside of a fridge e.g. a cold garage, on the side, a conservatory or anywhere else you may deem as ‘cold’.

You are able to cancel or amend your order 1 week prior to delivery/collection is due to take place. You must make these changes contacting us either via email on info@pleesecakes.com. If amending or cancelling via email, please await a confirmation of your change.

No you CANNOT refreeze any of our products once it has been defrosted.

Please refer to the outer packaging of the product for storage information.

Some of our products will contain nuts or traces of nuts. For our allergen guide, click here.

We take great pride in the production and execution of our products as our team are fully trained on food allergy and intolerances set by the Food Standards Agency. Therefore take great care and seriousness to make sure you feel safe consuming our products. Please take into consideration that as a small company, we may use shared equipment when in production, meaning that although cross contamination is managed, it cannot be to a complete allergen-free level. If you have any other queries regarding ingredients in our products, please get in touch via email at info@pleesecakes.com.

Pleesecakes Wholesale Ltd do not share your information with anyone, you may be added into our personal data base for future mailing purposes. If you do not wish to be added to this database, please let us know. Your privacy is very important to us. Any information we keep is solely used to help us understand our customers and better direct promotions.

All of our cheesecakes are made at our HQ in Surrey, England.

You can contact us via our contact form on our website or by calling us on 01737210250.

Yes, we ensure to use fresh, local dairy produce in all of our Pleesecakes.

You can only choose to deliver to one designated address per order. Multiple addresses will incur multiple delivery charges. Please get in touch to discuss this if this is what your order requires via email on info@pleesecakes.com.

Absolutely, we’d love to a part of your big day. Please contact us via email on info@pleesecakes.com to discuss your wedding cake requirements.

Collections: You can select a collection date in the checkout.

Nationwide delivery: You can select a delivery date in the checkout. Whilst we will do our upmost to adhere to your chosen delivery date, please note that on the odd occasion your order may arrive outside of this, who doesn’t like a surprise now and again anyway? 😉 If you are ordering for a specific day, we always recommend to order early and store in the freezer to avoid disappointment!

Yes, once we have received your payment in full we will notify you via email that your order and date requested have been confirmed.

If you do not receive a confirmation of your order after 24 hours of you notifying us that you have paid, then please get in touch with us either via email on info@pleesecakes.com and we will rectify that for you. (Please also check your junk folder first!)

For nationwide delivery, your order will be sent out in a reusable polystyrene box. All of our internal packaging for our products are recyclable.

For our allergen guide, click here.

Yes and our products are suitable for those who are pregnant.

We commit to respond to all emails and enquiries within 24 working hours however please note this may be increased to 48 working hours at peak times. We will update our website if we are experiencing delays.

Our Office opening hours are:

Monday-Friday: 9:00am-5:00pm

Saturday-Sunday: Closed

Bank holidays: Closed