FAQs

FAQs

Ordering

  • You can submit your request via our enquiry form. We recommend having a look through the gallery/menu to see if our design style and flavour offerings are what you’re looking for to match with your event. For anything not listed on our site, please feel free to reach out via email.

    Initial enquiries will be responded to within 1-3 working days.

  • We offer a range of bespoke baked goods which can be viewed on our Menu page.

    Whilst we offer a variety of flavours, if there are any flavours not listed please feel free to ask as we’re always open to try something new.

    Our menu is always being reviewed so always check our socials and/or sign up for email alerts to be kept updated with our upcoming new products/flavour releases and promotions.

  • Due to being a home based bakery, we are unable to provide face to face consultations as standard practice but where applicable, a phone or video consultation can be arranged; which may be subject to a consultation fee.

  • Unfortunately no; we operate as a part time bakery, so we require as much notice an possible to complete orders. Ideally, we require a minimum of 2 weeks notice before the event/collection date.

  • Whilst we do not take deposits, we do require a non-refundable 35% booking fee to reserve your date for your order for orders of over £30 (bookings are subject to availability). The remaining balance will need to be paid 10 calendar days before the event date.

    Your booking fee enters you into a contract of sale, as this payment covers time for the consultation process, securing your date, invoicing and associated admin. It is non-transferable to other bookings and is not due to be returned to you if you choose to cancel after 24 hours. So please be sure of your order before sending your payment.

    For orders for £30 or less, full payment is required at the time of booking.

    No order is confirmed without payment of the booking fee (or full payment where applicable). Your booking will be held for 48 hours after the quote is sent; if no response received, a final reminder will be sent with a 24 hour deadline. After this point, your slot will be released for the next customer.

  • Once the booking fee has been paid, confirmation of your order will be sent within 48 hours; this will include collection details and aftercare information.

    Initial payment/booking fee payment constitutes acceptance of these terms in full.

    For remaining balance payments, a reminder will be sent within 1 week of the payment due date. A final reminder will be sent 24 hours after the payment date - after that, your order will be cancelled.

General

  • Unfortunately, we are not able to cater for allergies. Our bakery operates out of a home kitchen where all 14 food allergens are present so we cannot guarantee no cross contamination.

    All our products as a base contain GLUTEN, EGGS & MILK in their ingredients, along with the addition of SOYA, PEANUTS, TREE NUTS in certain products as well as from chocolates, spreads and fillings so we are unable to guarantee allergen free products. Therefore please bear this in mind when placing an order.

    Questions about allergens and ingredients will be asked by us at the time of booking. You are responsible for providing the correct information with regards to who will be consuming the product and if there are any allergies for those consuming the items.

  • No, we operate as a part time home bakery. Because of this, we only take on a limited amount of orders so we appreciate as much notice as possible:

    • Cupcakes & sheet cakes = minimum 2 weeks notice

    • Brownies, Cookies & Old School cakes = minimum 1 week notice

  • Primarily, all our cake (and some bakes) products use American Buttercream (a mix of double amount of icing sugar to butter so is naturally sweet).

    Some designs will use more buttercream than others, so please consider this when ordering/designing your items.

    There are less sweet buttercream/frosting alternatives to consider and at TMB we are open to accommodating requests where possible.

  • If you would like a flavour that is not listed on the website or is something we have not made before, depending on availability, we may be able to create you a bespoke flavour combination.

    However, as this may require development and testing, there is an extra charge for this service and please ensure to give sufficient lead time on this

    Please submit enquiries either in your request via our enquiry form or via email.

  • Due to our baked goods hand-made nature, the finished products may vary slightly from the images displayed. Inspiration is welcome and items can be designed similarly but exact replication will not be undertaken.

    To allow for true bespoke/custom design, we will create a design featuring key elements from your inspiration which will allow for a unique result for your order.

  • Deeply saturated/coloured buttercreams (i.e. blue, black, red) can cause temporary stains to your mouth and teeth. As with everything we eat, when consuming these items, you may notice colourings can come out when going to the toilet as well – please do not be alarmed, this is normal.

    Some colours of buttercream may require a higher concentration to achieve certain shades which may impact taste (and may be subject to an additional cost), so please be advised if selecting certain colours for your order.

  • We retain the rights to use pictures of our bakes to promote the business, however names, ages and any personalised photos can be blurred at the customer’s request. These pictures will not be shared until 3 days after your collection date as to not spoil any surprises.

    TMB reserves the right to photograph bakes and use them for advertising and promotional purposes.

Amendments & Cancellations

  • If you need to make changes to the order, you can submit these up to 10 days before the order is due and cannot be made after this point. Any changes may incur additional charges.

    If we need to make any amendments to your order due to stock availability: whilst we will endeavour to provide items as advertised, some items may be subject to stock availability and may need a substitution. In instances like this, an alternative will be suggested or a chance to cancel the order will be offered.

  • For orders £30 or less:

    • If you cancel your order within 24 hours of booking: your payment will be returned to you in full.

    • If you cancel after 24 hours of booking: as we start to source items for your order immediately, you will receive a partial refund (administration costs/work undertaken in relation to your original order will be deducted from the payment made and the balance returned to you).

    • If you cancel your order within 7 days of your order collection date: you are not entitled to a return of your payment.

    For orders more than £30:

    • If you cancel your order within 24 hours of booking, your booking fee may be eligible for return to you.

    • If you cancel after 24 hours after booking, your booking fee will not be returned as the booking fee reserves your date so is non-refundable and non-transferable.

    • If you cancel your order within 7 days of your order, your booking fee and the remaining payment balance will not be returned.

    Please note that should you not wish to proceed with your booking, any sketches/designs made by us cannot be copied.

  • In the unlikely event that we should have to cancel for any reason, you will be given a full refund (including booking fee) and we will provide as much notice as possible.

    We understand that cancellations are an inconvenience to you but we hold the right to cancel at any time. However we will endeavour to complete all orders where possible.

    Any monies exchanged will be returned to you within 3 working days once in receipt of your payment details.

Collection, Delivery & Transportation

  • No, we do not offer delivery. We are a collection only bakery (in the IG3 area). Collection date and time will be agreed at the time of booking.

    Collection time slots are normally available on the following days (your exact collection slot will be confirmed at the time of booking):

    • Mondays: 12 – 2 pm, 5 – 6 pm

    • Tuesdays & Thursdays: 5 – 6 pm

    • Saturdays: 12 -4 pm

    • Sundays: CLOSED for collection

  • Collection date and time will be agreed at the time of booking. Collection slots are normally available on the following days (your collection slot will be confirmed at the time of booking):

    • Mondays: 12 – 2 pm, 5 – 6 pm

    • Tuesdays & Thursdays: 5 – 6 pm

    • Saturdays: 12 -4 pm

    • Sundays: CLOSED for collection

    Collection times cannot be amended within 7 days of the collection date.

    Please arrive at the time agreed upon; lateness will have an impact on our time and other customer’s orders. Lateness with no communication will result in a flat rate late fee charge of £5 for up to every 15 minutes of lateness. This fee will need to be paid before the baked goods are released to you. For repeated lateness, future orders may be refused.

  • Customers will be provided with transportation and aftercare guides for their order. However, the below tips are advised in general:

    During collection, you will have the opportunity to view your order, a picture will be taken for both our records and we will review the aftercare instructions as follows:

    • Bakes should always be carried level with your hands under the box to support it.

    • Please transport the bake on a flat surface e.g. the footwell of the car or in the boot but please make sure nothing can fall on it and it is secure.

    • Please do not a carry in your lap

    • Please drive slowly and carefully, especially round corners and over bumps and try not to break suddenly

    • If a very hot day, please make sure the air con is on in the car and the car is as cool as it can be. Remember, if you’re hot, so is your baked good and could melt!

    If the aftercare instructions are not followed, we no longer bear responsibility for the bake.

Display, Serving & Storage

  • We recommend catering for a minimum of 80% of your guests i.e. if 100 people attending, you will need a minimum of 80 servings/portions.

    You will be provided with recommended serving/portion advice with your order but as a quick note:

    • Cupcakes: single serving

    • Sheet cakes: 12-18 servings

    • Old School Sprinkle: 9 servings for the 9-inch or 12-18 servings for the 13-inch.

    • Brownies: 6 servings

    • Cookies: single serving (yes even the NYC ones)

  • For optimal serving slices, please refer to the portion/serving guide provided.

    Non-edible items (i.e. cake toppers, supports such as dowels/toothpicks) should be removed before serving (especially if any candles will be used as this is a fire risk) and consuming.

    Please use the correct knife to cut your bake as this can impact the structural integrity of the item. A sharp or serrated knife i.e. a bread knife are recommended.

  • Our bakes do not include any preservatives, so the optimum shelf life we give for consuming most of our goods is within 3 days from the date of collection. Specific guidance for storage will be provided for your baked goods and some items are suitable for home freezing. We are not responsible for freshness or taste of the bake if consumed after this date.

Complaints & Refunds

  • Whilst we endeavour to create your order as requested, in the unlikely event that you are not happy with it, please contact us within 24 hours of collection as the goods may need to be returned for further investigation to ascertain what the issue may be.

    If it is deemed that the goods need to be returned, at least 75% of the goods must be returned for inspection. Anything less than this, it will be deemed as being consumed as per request and is not eligible for return/refund.

    Refunds are discretionary and will only be considered upon return of the goods in question.

    Feedback is always appreciated but refunds will not be considered based on personal taste likes/dislikes as we are unable to cater for everyone’s individual pallet. Nor will refunds bet be issued due to change of mind/incorrect information being supplied at the time of booking.

    Whilst feedback is appreciated, as a small business, if you have any negative reviews, we would appreciate the opportunity first to resolve any issues in the event that they occur, before posting in any online forum or website.

  • Once in receipt of your bank account details, your refund will be sent within 3 working days.