Frequently Asked Questions

 

Below are common Frequently Asked Questions. If you have a specific question, feel free to Contact Us

 

I’m new, how do I order?

 

At Esmaes Desserts we go to great lengths to ensure your shopping experience is as easy and secure as possible.

  1. Firstly, you will need to ascertain whether you fall into our LOCAL HAND DELIVERY or ROYAL MAIL UK MAINLAND DELIVERY categories. To help you find out please see our local hand delivery a list below

KT7, KT8, KT9, KT10, KT11, KT12, KT13, KT14, KT15, KT16, KT17, KT18, KT19, KT21, KT22 

 

GU21, GU22, GU25

 

TW13, TW14, TW15, TW16, TW17, TW18, TW19, TW20 

 

(Please note if your postcode is not listed here you will need to additionally purchase royal mail postage to complete your order)

 

  1. Once you have browsed our website and added your chosen items to your basket please double check you have additionally added royal mail postage to your order if we do not offer our local hand delivery in your area, the postage cost will vary depending on how many items you have ordered. Please ensure to add a contact telephone number in case we need to contact your regarding your order. This helps to speed up any possible delays. Once you have entered your name, contact information address and billing information and are happy with your order summary please checkout securely. 

 

  1. Get your custard or ice cream ready! Your items will be freshly prepared and be with you within 48 hours from your dispatch confirmation email. (Please note if you your order needs to be completed with additional royal mail postage but haven’t done so you will be contacted and if additional payment hasn’t been made within 24 hours your order will be cancelled and payment refunded) If you have any questions relating to your order, please do not hesitate to contact us.

 

 

What service do you use for deliveries?

 

We use or own couriers for local hand deliveries and Royal Mail to send our UK Mainland orders.

How long does it take for home delivery?

 

All items are baked promptly after placing your online order. For local hand deliveries we will aim to have your desserts with you within 48 hours from dispatch confirmation. All UK mainland orders will be despatched with Royal Mail and sent via 1st class or Special Delivery subject to your chosen delivery preference. You will receive a despatch notification once your item(s) are on their way to you. (Please note if you order on a Friday your order will not be despatched until the following Monday, this is applicable only to Royal Mail UK mainland shipped orders and not local hand deliveries)

 

Do I need to be home to receive my delivery?

Ideally yes. in the unfortunate event that you are not in your order will either be sent back to our kitchen or left in a safe place outside your property. You will be notified of the outcome. When placing orders please leave a contact telephone number to help speed up contact between ourselves if any issue arises. 

 

Do you offer any vegan, gluten free or any allergen options? 

 

Unfortunately, not at present. Esmaes Desserts is constantly implementing new treats and our offerings are under constant review. We will be looking to add these options soon.