Frequently Asked Questions (FAQ)

Where do I collect my order from?

Your order will be ready to collect on the date selected at checkout from our business premises in Killingworth. The address is: The Couple That Bakes, Unit 18, Mylord Crescent, Morgan Business Centre, NE12 5UJ. Please arrive only within your time-slot.

Can I pop in to your shop to place an order?

No, unfortunately this is not something we offer. Our business premises is our baking space and office only, and we use it for collections for pre-booked orders. If you would like to place an order, please use our website or alternatively enquire by our social media or email us:

I have placed and order but I am not sure what my time slot is?

Thank you for your order, we are looking forward to making it for you. We operate as appointment only and are only available within these set collection slots.

(Tuesday - Friday) - 7:30pm-8pm

(Saturday) - Appointment Only 

- please contact us in advance to arrange your appointment time -

(Sunday - Monday) - Closed

If you have any uncertainty regarding your order please contact us via Instagram @thecouplethatbakes_ or via email:

I have placed an order but haven't received an update. Why is this?

Thank you for placing an order via our website. When booked you will have received either a confirmation text message, or a confirmation email. This is dependent on which you provided at checkout.

Should we need to contact you, we will do so via email first. We usually only need to get in contact if there is an issue with your order and we need more information in regards to your design details. Please ensure that you leave a valid email address and regularly check your emails incase we do need to get in touch. 

If you are collecting on a Saturday, please contact us to arrange your collection time. If you need your order for a specific time, it is really important to let us know as soon as possible, so we can schedule this appropriately. 

I have contacted you but have not received a reply. What do I do?

Thank you for contacting us. We aim to reply to all messages, enquiries and emails in a fast fashion but sometimes this is not possible when we are particularly busy. As a small team, it does take us a little while to respond to all messages. If you have not received a reply within 96 hours of sending your message, please resend. 

Do you have a contact number?

We do not have a business contact number. Due to the creative nature to our business, we have found that enquiries via call are not effective as we are unable to go back to the conversation. Calls are also extremely time consuming and not effective for us. If you would like to place an order, or have an enquiry please contact us via social media or via email:

I would like to place an order. How do I do this?

We would love to make an order for you! We take orders via our website shop, add the item to your basket and select your chosen collection date!

If you would prefer something alternative to what is displayed on our website...

please contact us via Instagram @thecouplethatbakes_

via our Facebook page

or via email:

We ask that you please pick one platform to message on, rather than messaging on all platforms. We aim to respond as quickly as we can, but this may take longer during busy periods. 

Can I have my order delivered?

If you are lucky enough to live within Newcastle Upon Tyne, or surrounding areas, we will be able to deliver your order to you, for an additional small fee, dependent on your location. Please provide the delivery postcode in your enquiry to receive a quote. Delivery slots are extremely limited so please book this in advance. Subject to availability.

I need my order for a Sunday or Monday but you are closed, what can I do?

No problem! Select your order to be collected on the closest Saturday to your date. Our cakes stay nice and fresh for 3-5 days, as long as they are stored correctly, in accordance to our cake care guide.

I need my order for a date which is not available on your website, what can I do?

If your date is not showing on the website, this usually means we do not have availability. However, please feel free to contact us via social media or email to confirm this. If we can fit you in, we will. This is not always possible but we will try our best to help where we can. 

Wheelchair Accessibility?

We are based on an industrial estate which is particularly bumpy and our unit has a slight step to get inside, with no ramp, therefore it is not wheelchair accessible.  We are more than happy to assist with your order and bring out to your car, to ensure our services are accessible for everyone. Please just send me an email at to notify us that this is required.  

If any other assistance is required to suit individuals accessibility needs, please email me at to arrange.