FAQs

I have emailed a few times and haven't heard back. What should I do?

We answer every email in the order it arrives, from oldest to newest, and we promise we will get to yours. Depending on how much email we are working through, replies can take up to 2 to 3 days, and a little longer right after the weekend. Sending follow up emails does not move your request up the line, so we kindly ask that you hold off and give us a little time to reply.

If you are in a rush, our website is your best friend. You can order right now, in a range of shapes, sizes, and flavors, for pickup 3 or more days out. If you need a cake sooner than that, email will not be quick enough, so come into the bakery on the day itself and buy one of the whole cakes we put out each morning at 10am, first come, first served.

 

Can I customize my online cake order?

No. All online orders are non-customizable. If you are looking for something made just for you, we love creating custom cakes. Custom orders start at $525 and are handled over email at orders@fromlucie.com, and we ask for at least a two week lead time to get started. For custom work, you can share a color palette and let Lucie and our team decorate the cake of your dreams.

 

Do you have last minute or same day cakes?

Yes. If you are looking for a cake with less than 3 days of notice, or there is no available pickup date and time on our website for when you need it, make your way in store. We are open 10 to 7 daily, and every day at 10am we put out 5 or more flavors and shapes of whole cakes, available first come, first served. Cakes can be decorated with or without flowers in store.

 

Can someone else pick up my cake?

Yes — someone else may pick up your order on your behalf. The person picking up must provide the order number and the name on the order to our staff inside the bakery. Please note that we are unable to accommodate curbside pickup or third-party courier pickups (such as Uber Courier). All orders must be picked up in person, on our premises, by someone entering the bakery to receive the cake.

 

Do you offer delivery?

Yes. We offer delivery on all custom orders, which start at $525. Delivery is handled by a third party for an additional price that varies based on the distance and the size of your order. The delivery company insures your order up to its full dollar value. We only offer delivery within a maximum of two hours by car from our store, because beyond that we cannot guarantee the integrity of the cake, and the last thing we want is for a cake to collapse on the way to you or at your event. For a delivery quote or to arrange delivery, email us at orders@fromlucie.com. We request a two hour delivery window for these orders, as NYC traffic can be difficult to predict.

 

What if I ordered the wrong date or time?

If you place an order for the wrong date or time, it is subject to our standard cancellation policy. However, if you place a new order of equal or greater value for the correct date and time and let us know, we will cancel the original order and refund it in full, minus the same 5% transaction and return fee, even if it falls within 7 days of the original date. Placing a replacement order is how you recover 95% of your original order in a situation where you would otherwise be inside the 7 day window.

 

What is your cancellation and refund policy?

Cancellations made at least 14 days before the scheduled fulfillment date are eligible for a full refund, minus a 5% fee that covers the transaction and return charges we are billed. Cancellations made 7 to 14 days before the fulfillment date are eligible for a 50% refund of the total order value. No refunds or cancellations are allowed within 7 days of the scheduled fulfillment date. Unfortunately, we are unable to store orders overnight.

 

How do I travel with my cake?

The best way to travel with your cake is by placing your cake on a flat surface. Ideally, three tiered cakes should travel on the floor right behind the passenger seat, nestled between the back of the passenger seat and back seat. Do not travel with a tiered cake in your lap or in the seat of your car. We recommend bringing someone with you to keep an eye on the cake. Please avoid any bumps and drive slowly.

During warm months, we recommend travelling with the AC on high to help keep the buttercream structure firm for travel.

 

How long will my cake last?

We always recommend serving your cake as close to pick up as possible to ensure optimal freshness of the cake and flowers. However, if needed, your cake will last in the refrigerator for up to 36 hours.

 

Can you write on the cake?

We don’t write directly on our cakes using buttercream or any other frosting. For cakes priced at $525 or more, we offer the option of delicate meringue letters. Please note we can only accommodate 2–8 letters per cake, depending on the size and design. Please reach out to orders@fromlucie.com if this is something you are interested in. 

 

Are your cakes allergy friendly?

All of our cakes are made in a facility that handles tree nuts, dairy, gluten, and soy.