Careful handoff
Pickup and delivery.
We prepare and pack every order carefully, then coordinate a clear handoff for pickup or independent delivery.
Independent delivery partners
Where delivery is selected or arranged, transportation is performed by an independent third-party carrier or cab-based cake delivery service rather than by Hew & Frost employees.
We pack each order carefully for the agreed handoff. Cakes and other delicate products can still be affected by movement, heat, handling, traffic, or delays after collection. Please inspect the order at handoff where reasonably possible and contact us promptly if there is a concern so we can help document and review it with the carrier.
Custom cakes and safe transport
For custom cakes, customer pickup in an air-conditioned car with a flat, secure surface is recommended whenever practical.
If requested and available, Hew & Frost can coordinate an independent cab-based cake delivery service. Carrier availability is not guaranteed until confirmed.
Slots, timing, and fees
Third-party delivery is scheduled in an available delivery slot. The slot is normally assigned and communicated one day before the delivery date; an exact delivery time cannot be promised because routing, traffic, and carrier operations are outside our direct control.
The delivery charge is calculated according to distance and the selected carrier’s applicable rate. We will communicate the fee and available slot before confirming an arranged delivery.
Address and handoff
Customers must provide an accurate, complete delivery address, reachable phone number, and an available recipient. Additional carrier charges or a new delivery attempt caused by an incorrect address, an unreachable recipient, or a customer-requested change may be payable by the customer.
Nothing in this policy excludes responsibility for our own product, packaging, or conduct where that responsibility cannot lawfully be excluded. Cancellation and refund eligibility is described in the Refunds & Cancellations Policy.