Shipping Policy
Delivery and collection options
Lola’s offers a range of delivery and collection options depending on your location, the products in your order and the date selected. These may include Lola’s driver delivery, courier delivery, store collection and refrigerated locker collection.
Please enter your postcode on the Website to see the options available for your order. The available delivery or collection dates, time windows and any applicable charges will be shown before you complete your order.
Delivery and collection options may vary depending on your postcode, the products and quantity ordered, the selected date and availability. Some products are too delicate for postal or courier delivery and will only be available for driver delivery or collection.
For the latest information about our delivery areas and services, please visit our Delivery Information page.
Lola’s driver delivery
Orders delivered by Lola’s drivers are transported in refrigerated vehicles to help ensure they arrive safely and in the best possible condition.
Our delivery slots are delivery windows rather than guaranteed appointment times. Where available, we may send you an estimated time of arrival on the morning of your delivery. This estimate may change due to traffic, road closures or other circumstances affecting the driver’s route.
Our cakes and cupcakes are best enjoyed at room temperature. We recommend choosing a delivery window that gives you enough time to allow your order to rest at room temperature for two to three hours before serving.
If you are out when our driver arrives
If you're out when our drivers arrive, we will try and make contact on the number provided to see if we can deliver somewhere else, leave the order in a safe place with your permission, or leave it with a neighbour.
If we can’t get hold of you, the goods may be taken back to our bakery and we will try and make contact again to ask what you would like done with the order.
Please note that if we have to redeliver the order, this will be at your own cost. Under these circumstances, your order will not be re-baked unless you wish to pay for a replacement.
Postal or courier delivery
We use third-party courier services, such as DPD, for postal deliveries.
Postal delivery is only available for selected products and locations. Please enter your postcode on the Website and check the relevant product page to see whether postal delivery is available for your order. The available service, expected delivery date and delivery charge will be shown at checkout.
Postal deliveries are tracked. The courier may contact you by email or text message on the day of delivery with tracking information and delivery updates. Please ensure that the email address and telephone number provided with your order are correct and monitor any messages from the courier.
Postal delivery services do not usually provide a guaranteed exact delivery time. Any estimated delivery time supplied by the courier may change during the day.
If the recipient is unavailable, the courier will follow the delivery options available for the selected service. Any further instructions or delivery options will normally be provided through the courier’s tracking service.
Store collection
Where store collection is available, you can select your preferred Lola’s store and collection date at checkout.
Please collect your order from the selected store during its opening hours on the collection date shown in your order confirmation. We recommend checking the store’s current opening hours before travelling, particularly on bank holidays and during seasonal periods.
Please have your order confirmation or order number available when collecting your order.
Refrigerated locker collection
Where refrigerated locker collection is available, you can select your preferred locker and collection date at checkout.
You will receive a collection code in your order confirmation email. On the day of collection, we will also send an SMS message to let you know when your order is ready and confirm your collection code.
Enter the four-digit collection code at the locker to open the compartment containing your order. Our lockers are refrigerated, helping to keep your order at the correct temperature ahead of collection.
Please collect your order from the selected locker on the agreed collection date and during the location’s access hours.
Delivery information provided by you
Please make sure that all information provided with your order is complete and accurate. This includes the delivery address, postcode, flat or building number, recipient’s name, telephone number, email address and any relevant access or delivery instructions.
Please check these details carefully before completing your order and contact us as soon as possible if you notice an error.
If incorrect or incomplete information results in a failed delivery, any redelivery or replacement may be subject to an additional charge.
Delivery dates and delays
We will make every reasonable effort to deliver your order on the selected date and within the delivery window shown in your order confirmation. However, delivery windows do not guarantee an exact delivery time.
Deliveries may occasionally be affected by circumstances outside our reasonable control, including traffic, severe weather, road closures, accidents, transport disruption, courier delays, unusually high demand or other operational issues.
Where possible, we will contact you if we become aware of a significant delay affecting your order.
If your delivery is late or missing, please contact us as soon as possible so that we can investigate. Information about damaged, incorrect, late or missing orders and any applicable replacement or refund is provided in our Return and Refund Policy.
Seasonal and temporary changes
Delivery services, available dates, delivery windows, store opening hours and locker access hours may change during busy periods, bank holidays, seasonal events or circumstances outside our reasonable control.
Any important temporary changes will be displayed on the Website, our Delivery Information page or during checkout. Please check the information shown when placing your order.
Contact us
If you have any questions about the delivery or collection of your order, please contact us and include your order number where possible.
Email: hello@lolascupcakes.com
Telephone: 0330 058 9525
