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Frequently asked questions

  • When will my order be dispatched?
    Orders placed Monday to Thursday before 11pm are dispatched same day and shipped using Royal Mail Standard delivery. Orders placed Friday to Sunday are dispatched on Mondays. Subscription deliveries are the first week of every month.
  • When can I expect my order to be delivered?
    Your order will arrive 2-3 working days after dispatch for deliveries within the UK.
  • Is the cost of shipping included?
    Shipping is free anywhere in the UK on all product purchases over £25 from our e-shop. All other online purchases will have a £2.95 delivery charge.
  • I live internationally, do you deliver abroad?"
    No. At the moment, we do not ship outside the UK.
  • I haven’t received my order, what do I do?"
    Please contact customer services via our contact form with your order number and we’ll track down your delivery.
  • Can I return my order?
    We accept returns of any equipment or faulty goods purchased from our e-shop. Equipment or merchandise must be returned unused in its original packaging to The Powder Patisserie Headquarters, 14 Fergus Street, London, SE10 0XQ. Returns must be made within 14 days of purchase. While we want you to be completely happy with your order, as cakemix is a consumable product we’ll only replace, or refund said product if it’s faulty or damaged. This is subject to assessment by our team, as and when applicable. Get in touch via our contact form for any queries regarding your Powder Pâtisserie delivery.
  • My order has arrived damaged
    We do our utmost to ensure that goods arrive in perfect condition however, if your order arrives damaged please reach out via our contact form and we will resolve the issue.
  • How can I contact you?
    For all enquiries, please contact us through our dedicated form.
  • What are your subscription options?
    Never worry about running out of sweet French treats supplies again. Become a member receive our cake mixes on a monthly basis deliverd straight to your door. The French Pâtisserie experience from the comfort of your own home.
  • How long will my subscription run for?
    When signing up for a subscription, you’ll automatically be placed a rolling subscription that will continue running until you cancel via your account settings.
  • Can I cancel my subscription?
    You can cancel a rolling subscription via your online account.
  • When will I receive my subscription coffee?
    Our team aims at sending each member their monthly subscription during the first week of each month. Your order will arrive 2-3 working days after dispatch within the UK.
  • My card details have changed/ I would like to change my nominated account. What do I do?
    You can change your card details on your online account, along with billing and delivery address. If you have any problems please get in touch with our customer service team via our contact form and they will be able to help you out.
  • What forms of payment do you accept?
    We currently accept Visa, Mastercard, Discover, AMEX.
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