Ordering & Payment
Do I need to create an account to order?
You can browse the website without an account, but you'll need to sign up with your name, mobile number and email to place an order — this lets us send order updates and helps with faster reordering later.
What payment methods do you accept?
We accept credit/debit cards, UPI, net banking and popular wallets through our secure payment gateway. Cash on Delivery is available only in select areas for Instant Delivery orders — this will be shown at checkout if applicable to your address.
Is it safe to pay online on cakewala.in?
Yes. All payments are processed through a PCI-DSS compliant payment gateway; we do not store your card details on our servers.
I was charged but didn't get an order confirmation. What do I do?
If your payment was deducted but you didn't receive a confirmation SMS/email within 15 minutes, please don't place a duplicate order — write to us at sales@cakewala.in or call +91 88844 20928 with your payment reference number and we'll verify and resolve it.
Can I change the delivery address after placing an order?
Yes, if the order hasn't been dispatched yet. For Instant Delivery this window is very short (preparation starts almost immediately), so please contact us right away. For Pan-India shipments, the address cannot be changed once the courier has picked up the order.
Delivery — General
Who delivers my order?
All Cakewala deliveries — whether same-day, pre-booked, or Pan-India — are carried out by our third-party delivery/courier partners, not by our own outlet staff. This lets us offer faster, wider coverage across Bengaluru and India.
Which delivery option should I choose?
It depends on when and where you need the order: choose Instant Delivery if you need it within hours and you're close to one of our outlets; choose Advance/Pre-Booked for a specific future date and time (especially for customised cakes); choose Pan-India Delivery to send select ambient products anywhere in India.
Do you deliver on Sundays and public holidays?
Instant and Advance Delivery are generally available on Sundays, subject to outlet operating hours. Delivery is not typically offered on major national holidays; if your selected date falls on one, we'll ask you to choose an alternate date/slot.
Can I track my order?
Yes. For Advance and Pan-India orders you'll receive status updates by SMS/WhatsApp/email, and a tracking link once the order is dispatched via courier. For Instant Delivery, live rider tracking is shown where available.
What if I'm not available when the delivery arrives?
Please ensure someone is available at the address during the selected window. If our delivery partner is unable to reach you or the address provided is incorrect/incomplete, the order will be treated as delivered as per our Shipping & Delivery Policy, and a refund will not be due — so do double-check your address and phone number at checkout.
Are there delivery charges?
Delivery charges (if any) depend on the delivery module, distance and order value, and are always shown at checkout before you pay — never as a surprise at the end.
Instant / Immediate Delivery
How fast is Instant Delivery?
Instant Delivery is offered on select products when you're within a short distance of a Cakewala outlet and a rider is available — the estimated window (e.g. delivery in X–Y minutes/hours) is shown on the product page and at checkout.
Why is Instant Delivery not showing for my address?
Instant Delivery depends on your distance from the nearest outlet and real-time rider availability. If it isn't available for your pin code at that moment, the website will automatically show you the Advance Delivery option instead.
Can I request a specific delivery time for Instant Delivery?
Instant Delivery is offered as an estimated window rather than an exact time slot, since it depends on live rider allocation. If you need a guaranteed time, please choose Advance/Pre-Booked Delivery instead.
Advance / Pre-Booked Orders
How far in advance should I book a customised or theme cake?
We recommend booking at least 48–72 hours in advance for customised/theme cakes and larger tiered cakes, and longer for bulk or corporate orders — the exact minimum lead time is shown on each product page.
Can I choose an exact delivery time slot?
Yes, at checkout you'll select a delivery date and a fixed time slot. We aim to hand over your order to the delivery partner in time to meet that slot, though it remains an estimated window rather than a to-the-minute guarantee.
Can I change the cake design after I've placed the order?
Minor changes may be possible if requested well before your order goes into preparation, but changes requested close to the delivery date may not be accommodated, or may need a revised date — please reach out as soon as possible if you need to change something.
Do you take bulk or corporate orders?
Yes — for birthdays, festivals, corporate gifting and events. Please write to us at sales@cakewala.in with your requirement, quantity and date, and our team will assist with a custom quote.
Pan-India Delivery
What all can be sent Pan-India?
Select ambient, shelf-stable products such as dry cakes, cookies, hampers and dry fruit gifting boxes are available for Pan-India shipping. Fresh cream cakes and perishable items are currently available only within our local Instant/Advance Delivery zones.
How long does Pan-India delivery take?
Typically 2–7 business days depending on the destination city, after the order is dispatched. This is an estimate provided by our courier partner and may vary during festive season or due to regional courier disruptions.
Can I cancel a Pan-India order after it's shipped?
No — once handed over to our courier partner, Pan-India orders cannot be cancelled or have their address changed, since the shipment is already in transit.
My Pan-India order arrived damaged. What do I do?
Please contact us within 24 hours of delivery with photos of the damaged item and packaging, at sales@cakewala.in or +91 88844 20928 , and we'll help resolve it with a replacement, refund or credit as appropriate.
Cancellations & Refunds
Can I cancel my order?
Yes, subject to timelines that vary by delivery type: Instant Delivery orders can be cancelled free only within about 2 minutes of placing them, before preparation starts. Advance/Pre-Booked orders can be cancelled or rescheduled up to 48–72 hours before the delivery slot (longer for large/customised cakes). Pan-India orders can be cancelled any time before dispatch. Full details are in our Cancellation & Refund Policy.
Why can't I cancel my order right before delivery?
Because our products are freshly baked and, in many cases, customised specifically for you, ingredients and labour are committed well before the delivery slot — so very late cancellations may not be possible, or may attract a cancellation charge.
How long do refunds take?
Approved refunds are processed to your original payment method within 7 business days, though your bank's own processing time may add a few extra days. We may also offer a faster Cakewala wallet/store credit as an alternative.
What if an item in my order is out of stock?
We'll contact you to offer a substitute of equal or greater value, a partial refund for that item, or another resolution — whichever works best for you.
Product & Customisation
Do the cakes look exactly like the pictures on the website?
We aim to match the photos as closely as possible, but since every cake is handmade, small variations in icing, colour, and decorative elements are normal and not a defect.
Do you offer eggless options?
Yes, most of our cakes are available in eggless versions — look for the "Eggless" tag on the product page.
Can I add a personalised message or photo to my cake?
Yes — most cakes allow you to add a personalised message at checkout, and select designs support photo/theme customisation. Look for the customisation option on the product page.
Are your products FSSAI-compliant?
Yes, Cakewala's kitchens and outlets operate under applicable FSSAI food safety licensing and standards.
Order Issues & Support
My order didn't arrive / arrived late. What should I do?
Please contact our support team as soon as possible — within 24 hours of the scheduled delivery time — at sales@cakewala.in or +91 88844 20928 , so we can investigate with our delivery partner while it's still traceable.
The cake I received doesn't match what I ordered. What now?
We're sorry for the inconvenience — please share photos and your order number with our support team within 24 hours of delivery, and we'll make it right with a replacement, refund or credit as appropriate.
How do I reach Cakewala customer support?
You can reach us at sales@cakewala.in or call +91 88844 20928 , Monday to Saturday, 9:00 AM to 6:00 PM.
How do I raise a formal complaint/grievance?
You can write to our Grievance Officer (E-Commerce Sales Manager) at the contact details listed in our Terms and Conditions and Privacy Policy. Complaints are acknowledged within 48 hours and resolved within one month, in line with applicable law.
Account, Offers & Miscellaneous
I forgot my account password. How do I reset it?
Use the "Forgot Password" link on the login page — a reset link/OTP will be sent to your registered email or mobile number.
Do you offer discounts or first-order offers?
Yes, from time to time — keep an eye on the homepage banner and coupon section at checkout for current offers. Offers and coupon codes may vary by city or product category and cannot be combined unless stated.
How do I stop receiving promotional messages?
You can opt out of promotional SMS/email/WhatsApp at any time using the unsubscribe link in those messages, or by writing to us — you'll still receive order-related updates.
Where can I read the full legal terms?
Our complete Terms and Conditions, Privacy Policy, Cancellation & Refund Policy and Shipping & Delivery Policy are linked in the website footer.