Frequently asked questions

General Questions

Shipping and Delivery

Since we started this project in 2016, we have been interacting day after day with many customers and getting to hear their feedback and inquiries. We have built a set of questions I have been asked the most and I am hoping this will help you. If after reading this section you have any other questions or if you just want to talk, feel free to contact us.

1. What is free-from?

The term free-from is used to list any allergen that is NOT included in a certain product. In Vida’s case, we are a free-from dairy, egg, and gluten bakery. This means there are no dairy products, no egg, and no gluten or wheat in any of our products.

2. Wait no egg, no gluten, no dairy… What are your cakes made of?

Exactly the same ingredients used in traditional baking! But we substitute them with free-from and plant-based alternatives. For dairy, we use alternatives such as soy, rice, and coconut milk, sunflower oil, and vegetable fats. To substitute gluten/wheat, we use other starches found in potatoes, rice, and maize.

3. Why?

We realise that a piece of cake can be found pretty much everywhere. But what happens if you can have NONE of the ingredients used in traditional baking? Does that mean you have to skip your birthday cake? Or the scone with your tea? This is why we do what we do: we want to cater to everyone who cannot find a cake that easily.

4. What’s the taste like?

We have put a lot of effort into our recipes, and since the beginning, our premise has been: substituting ingredients never means compromising on flavour and texture. We encourage you to try them and let us know what you think.

5. Are you products vegan?

Yes, all our products are vegan. We are a pro-vegan business, so we also make sure the ingredients we use are cruelty-free and as sustainable as possible.

6. How long will your products last?

Each product we offer has a different shelf life. For more specific information on our products, check directly on our product pages. Most of our products can be frozen and consumed later.

7. How long in advance should I order?

The sooner, the better, especially if your order is for a weekend, a bank/national holiday, is more than a one-tier cake, or for any other big occasion.

8. Are your products nut free?

We do not use nuts in most of our products, but we handle nuts in the kitchen, specifically peanuts, walnuts, and pecans. We wouldn’t recommend ordering from us if you have a severe allergy to any nuts.

1. How does your delivery works? 

We offer a different delivery service for all of our products and services offered on this website. For more specific information on each product, please refer to the product page under the tab: Shipping and Delivery.


2. I placed an order online, when will I receive my order? 

If you placed an order from our Postal Orders or from our Nationwide Cakes, these orders are dispatched on Wednesdays and Thursdays with DHL 24-hour express delivery. This means that orders dispatched on Wednesdays are meant to arrive on Thursdays, and orders dispatched on Thursdays are meant to arrive on Fridays. For these orders, you will receive a DHL notification with your tracking number so you can track your parcel and know when it will arrive. Unfortunately, you cannot select a delivery date or time for this service. If you require your order for a specific date, you will need to contact us so we can arrange this service for you. Please note there is an extra charge for deliveries on Saturdays and Sundays. These charges are not imposed by us but by courier companies such as DHL and DPD.


If you placed a Cake order (from the Cakes tab), a Bespoke Cake, or a Wedding Cake, you have the option to pick your delivery date, and these orders are delivered on the date selected by you from 10:00 AM to 06:00 PM. If you require a specific time for delivery, you will have to contact us to arrange this and to book an appropriate courier for your order. Please note that this service has a different cost, given at the time the service is requested. These charges are not imposed by us but by the courier companies.

If you placed a Corporate Order, you have the option to pick your delivery date and time. These deliveries are usually arranged with you before your order is placed, and the price is also discussed with you before placing the orders.

Finally, if you placed a Stockists Order, these deliveries are arranged directly with you in accordance with what we previously agreed in our terms of service.

3. I didn't receive my order! What can I do? 

No need to panic; the first thing to remember is that these things happen. You placed your order, you received your tracking number, but the parcel never arrived. The first thing you need to do is raise a complaint with the courier company and notify them that your parcel was not delivered even though it says it was. Then contact us to notify us of this issue. We will proceed in accordance with our Terms and Conditions and find a solution from there. Please keep in mind this process is time-consuming, and it could take from 2 to 5 business days to find a resolution for your lost parcel. For any other orders, this has never happened as we maintain strict control over deliveries. If this ever happens, call us immediately.

4. I didn't receive a tracking number! 

Make sure you always provide us with a valid email address (or one that you check regularly) and a phone number. If you fail to do this, the courier company won't be able to send you delivery updates. If you have provided the correct details, check your junk folder, as most of these emails will land there. If you still can't find your tracking number, contact us by email (never social media), and we can help you from there.


5. I don't want my order to be delivered, can I collect it? 

Of course! We love when you come to collect your orders! Just remember our Brick Lane shop is closed, but you can make collections from our production centre in Bermondsey. Come and say hi! Just make sure we have notified you that your order is ready for collection; otherwise, you might finish the decoration with us... Joking!