Frequently asked questions

You can only register as a customer if you have a business that is registered at the Chamber of Commerce and the description of your activities listed show you work in the cake decorating branch. As well as a valid Chamber of Commerce number, you need a VAT number. Click here for more information.

There are for sure certain categories that contain a lot of products. In these cases it can indeed be difficult to find a specific product. It might than be nice to use the filter options. You can find these on the left side of the page. There you can choose a specific brand, colour, size or type of the product, our website will then show you the products that meet your chosen characteristics. Is this explanation not entirely clear to you? Than watch this video in which we show you how the filters work exactly.

You may always order single pieces of a product. But because we prefer selling complete trade units, we charge a small fee when purchasing single pieces. Once you have added a complete trade unit of a certain product to your shopping cart, you can no longer add single items of this particular product.

Log in to our website and choose Upload order in the grey bar on the top of our website, or go to your account overview and click Upload order in the left menu. Here you have the opportunity to import a .csv, .xls or .xlsx file with your favourite products and quantities. Pay special attention to import settings necessary to upload your order list. If you follow the standard import settings, make sure your order file meets the following characteristics: 

• The first line must contain the values ‘sku’ and ‘qty’.
• The article numbers (sku) and the quantity (qty) should be filled out in the same order on the lines below.
• Every line may contain only one product.
• Example Excel file: download sample file here.

For a CSV file, the values should be seperated by a comma (,).

• Example CSV file:
  sku,qty
  abcde,44
  fedcd,20

Adjusting the standard import settings
Do you have your own list with other indications than sku and qty? You can still use this list, but make sure to let our system know which indications are used in your list. Change these in the bars under Import Settings on the bottom of the page. Change for example sku to article number (or any other name you might use) and qty to amount and your list will be uploaded flawlessly. Do make sure the rest of your file meets the settings mentioned before.

Example of the adjusted settings and corresponding Excel-file:

If the CSV file upload does not work properly, this probably means the delimiter in your files does not match the import settings on our site. You can check this by opening the CSV file as a text file (for example by using notepad). If the delimiter in your text file is different from our import settings, you can correct this on our website in the bar Delimiter (Only for CSV).

Article numbers beginning with 0
When numbers start with a 0 in Excel, Excel removes this 0. This means our website won't recognize the article number (sku). To solve this, place a quotation mark (") at the beginning of numbers starting with a 0. Example: "0123456

Because we understand how annoying that might be, we would be happy to find out if an addition to your order is still possible. Contact our customer service as soon as possible, so they can try to add your forgotten item after all. 

No, unfortunately it’s not possible for us to ship your order as urgent. However, when you’ve placed your order before 12.00, it will be shipped the next working day already.

We are always glad to help you get your order as soon as possible. If you have a preference for a certain delivery day, please state your preference in the 'remarks' section of your order, so that we can dispatch it the day before. You can then be assured that your order gets to you on your preferred day.

No, it's not possible to pick up your order.

If anything is wrong with the contents of the package you receive, please contact us within 2 business days at CakeSupplies by e-mail (info@cakesupplies.com) or by phone (+31 (0)85 - 007 58 88).

Our prices are only visible when you are a customer at CakeSupplies. Please make sure you log in to your customer account or create a new account by registering as a customer. Are the prices shown on the website including or excluding VAT? All of our prices are excluding VAT.

As soon as you log in to your customer account you will see the prices valid for you.

You can pay your order by MultiSafepay, a pro forma invoice, PayPal or payment by invoice. Click here for more information about these payment possibilities.

This means MultiSafepay couldn’t link your order to your payment yet. For more information, feel free to contact our customer service.

We only handle prepaid orders if we have received a payment confirmation from MultiSafepay. Other orders will be cancelled automatically. You do not have to do anything. E-mails from MultiSafePay about this subject may be ignored. I have already paid, but am still receiving e-mails from MultiSafpPay? Sometimes payments are being registered by Mulitisafepay twice with the same reference. MultiSafepay gives every entry its own ID. For one ID payment can be complete, while MultiSafepay still sends you reminders for the other payment. If you are in doubt, feel free to contact our customer service.

If you have chosen one of the payment methods of MultiSafepay, you should receive an e-mail from them within half an hour. The e-mail contains a payment link, that allows you to complete the payment. If you rather place a new order, that’s also fine. You may ignore then the e-mails from MultiSafepay. An order with status Initialized will automatically be cancelled after 30 days.

First of all, we appreciate it very much if our customers contact us to give their feedback. This helps us to develop our assortment and improve our services in the future. We ask you friendly to fill out your suggestion or complaint in this form, we will then get back to you about this as soon as possible.