New Store Opening in Tunbridge Wells 17th May 2022!

Frequently Asked Questions

All products produced at Ruby’s are 100% plant based and therefore do not contain any animal derived ingredients. We also offer products additionally made without gluten.

ALLERGENS

We do not hold peanuts, sesame, dairy or eggs onsite however some ingredients used may have been produced in a factory that handles these allergens.

Are your products nut free?

We do have products that do not contain nut ingredients however we handle a variety of nuts in the bakery and therefore cannot guarantee against cross contamination or make a nut free claim. Please check with the allergy sufferer to ensure this will be a suitable option for them before placing your order.

Are your products suitable for coeliacs?

We do have products with no gluten however this is not the same as gluten free. We handle gluten within the bakery and although all measures are put in place to avoid cross contamination, we cannot guarantee against this. Please check with the allergy suffer to ensure this will be a suitable option for them before placing your order.

Are your products dairy free?

Our products are vegan which is not the same as dairy free. Although no dairy, eggs or animal products are held onsite we cannot guarantee against third party cross contamination - meaning some ingredients used may have been produced in a factory that handles these. Please check with the allergy sufferer to ensure this will be a suitable option for them before placing your order.

Can you make my product soy free?

Soy is used in all products and we do not currently have the ability to produce soy free ranges.

How about sulphites?

We do hold a variety of products containing sulphites. Please contact us directly for specific product information.

I have an allergy not listed online?

For more information on our products or any potential allergens they may contain please contact customer service at [email protected] and we will be happy to help


INGREDIENTS

What flours do you use in your non gluten containing ingredient products?

We use a wide variety including but not exclusive to - rice, tapioca, potato and corn.

What sugars do you use?

We use a variety of sugars depending on the product. These include but not exclusive to: granulated, soft brown, maple and molasses.

Can I have calorie information for my product?

This is not something we currently offer however we are working towards this in the future.


BESPOKE REQUESTS

Can you make me a themed or different shaped cake?

Due to the high demand for our online range we do not currently offer any shaped or themed cakes. However, we do offer personalised cake messages for all cakes and many cakes can be customised with various sponge & icing flavours.

I need a different sized cake?

We currently only offer the sizes available on our website.

How many servings can I get from each cake?

6” cake: 8 large slices or 13 party portions of cake

8” cake: 16 large slices or 30 party portions of cake

10” cake: 20 large slices or 50 party portions of cake

Can I request a longer cake message?

We have limited characters due to space on the cakes / cake boards. If you require a longer message please select a card message.

I would like to order a large quantity. Do you offer a discount?

Unfortunately we do not offer discounts for online products. For large orders (over 200 units) or corporate orders please do contact us on 020 8858 6618 or email us at [email protected] and we will be happy to arrange a quote for you.

I am getting married and would like a wedding cake?

Unfortunately our bespoke wedding service is currently closed as we are still running on a much smaller team that usual.

However, you are welcome to order directly from our website. A cake and some cupcakes or heart shaped donuts is a popular option. Please note that we are unable to produce custom or tiered cakes at the moment.


PRODUCT STORAGE

How long can I keep my products for?

We recommend the below:

No gluten: consume within 24 hours of delivery to ensure quality and freshness.

With gluten: Consume within two days to ensure quality and freshness

How shall I store my product once it's delivered?

We advise that you store your product at room temperature in the box it was delivered in.

Can I freeze my order?

Yes you can, however this will affect the quality and freshness. We advise if you wish to freeze your product it is best to do so on the day you receive it and for no longer than three months.


DELIVERY / COLLECTION

How do I check if you deliver to my postcode?

You will find a postcode checker on the homepage of our website which will give you the cost for delivery.

My postcode is out of your delivery area?

We are only able to offer deliveries to the postcodes listed on our postcode checker. Please select a collection instead for your order or visit our Nationwide products which can be delivered across the country.

How do I know my order is out for delivery?

Once your order has been placed you will receive a confirmation email. This will include all the order details and delivery / collection day. If you see any errors please contact us to amend at [email protected]

I need to change my delivery day or address?

Please contact customer service at [email protected] or give us a call on 020 8858 6618 so that we can arrange this for you. Please make sure this is done so before the day of delivery / collection as changes will not be able to be made once dispatched.

What if I am out when my delivery arrives?

London Delivery: The driver will try and call you if there is no answer on the number provided. If there is no answer your order will be left in a safe place or with a neighbour

A photograph will be taken of where it has been left and to ensure the product is not damaged. After this point we will not be responsible for any damage caused to the products.

My delivery has not arrived?

London Deliveries: deliveries should arrive between 9am - 5pm.

Please contact customer service on 020 8858 6618 or email us at [email protected] if you need any further information.

Nationwide: This can be tracked via the link in your delivery confirmation email via DPD.

Can I request a specific delivery time slot?

We are unable to offer specific delivery time slots.We can of course pass on any requests to the drivers who will do their best where possible to accommodate, however there will be no guarantee of this.

My delivery is damaged/not what I ordered?

Please contact customer service on 020 8858 6618 or email us at [email protected] and we will help to rectify this for you.

I am not going to make my collection time?

All collections need to be collected between 10am -2pm. Your order will be kept onsite after this point for a further 24 hours. At this point it will be discarded. Please contact the shop directly if you are going to be late to collect and they will be happy to help.


ORDERS

I need a cake today?

Unfortunately we are unable to process same day orders however you can select Ruby’s Express delivery for next day delivery here. You can also visit our Greenwich market shop where you can create your own selection from our counter stock.

I need to cancel or amend my order?

Please contact [email protected] or call us on 020 8858 6618, so that we can cancel or amend this for you where possible. We are not able to make any cancellations or amendments with less than 24 hours notice from dispatch day.

I would like to order something not listed online?

We offer different ranges in store to online. If there is something you have tried and would like to order online please contact us at [email protected] or call us on 020 8858 6618 and we can discuss if this is possible.


WHOLESALE

I am interested in stocking your products?

We love partnering with exciting new businesses. Please contact us on [email protected] and tell us a little about your business and we will be in touch with further information.