+ What kind of bakery are you? Do you have a retail storefront?

We are a commercial kitchen (not a retail storefront), producing delicious goodness and specializing in custom orders – which means cakes are made to order from start to finish.

+ Do you accept walk-in customers ?

We do, however, we do not have an actual display of selections. You will need to view products on our website. We highly recommand to order at least 48 hours prior or call cusotmer service before showing up at the location.

+ How to place an order ?

• All the regular menu item can be order via this link: https://www.buttermere.ca/menu
  https://www.buttermere.ca/store
• For customized & wedding cake inquiries, please visit the pages below. We will reply reach out by email as soon as possible.
• For customized cake request: https://www.buttermere.ca/custom-order
  
• For wedding cake request: https://www.buttermere.ca/wedding-cake

+ What is the best way to reach out to our customer service?

• Phone: +1 (778)-956-7789 | +1 (778)-957-5589
• Email: info@buttermere.ca
• Instagram: butter.mere
• WeChat: Buttermere_Official
  

We do not reply Google, Facebook, and any other forms of communication immediately.

+ Do you provide bags or ice bags?

We DO NOT provide bags and ice bags at the moment. Please bring your own if you have 2 or more item. lets's save the animals and the environment. 🐦🌎🐢

+ Do you sell candles and cake toppers?

We provide ONE free candles for birthday cakes. If you prefer other style of birthday candle or cake topper. You can find them from the link below and add on to your cake order.
https://www.buttermere.ca/accessories https://www.buttermere.ca/

+ Do you provide cusotmized cake topper?

We do; however, it will also depend on suppliers' availability. Please email us at info@buttermere.ca with your idea/inspiration photo, we will get back to you asap. Minimum cost will be CND$40+.

+ What type of payments do you accept?

We currently accept VISA, MasterCard, American Express and e-transfer All orders require payment in advance.

+ What are the pick-up and delivery options ?

We have TWO pick-up locations:

1. 958 Main Street, Vancouver, CANADA (inside Torafuku)
   
2. 12871 Clarke Pl #100, Richmond, CANADA (Locvl Delivery Office)

We have delivery services to the following cities between 1pm - 4:30pm

• Vancouver $13
• Burnaby / Richmond $18
• North Van / West Van / New West $25
• Delta / Coquitlam / Surrey $30
• White Rock / Langley $42
  

+ When will the items available for pick-up ?

We are CLOSED on Sunday , Monday , and stat holidays

Business hours :

• Vancouver Location : Tuesday to Saturday : 12pm - 4pm
• Richmond Location : Tuesday to Friday : 1pm - 4:30pm
• If you would like to pick up before 12pm, please contact info@buttermere.ca at least 24 hours piror to arrange.
• If you are not able to pick up the cake within the time frame, you will have to pick up during our next business day.

+ How if I cannot pick up on the scheduled date?

we will keep the cake for 2 business days in our kitchen. Be mindful that we are closed on Tuesdays and Stat Holidays. The decoration will NOT be the same as fresh made cake. There will be $15 and up extra charge if you would like us to replace the decoration.

+ Is there any parking at pick-up location?

• Vancouver Location: There are street parkings on Main Street/ National Ave/ Prior Steet.
• Richmond Location: There are plenty of on-site parking stall.

+ When will the cake be delivered?

Usually the cake will be delivered in the time frame between 1pm to 4:30pm. Sometime it might be delayed due to traffic, extreme weather and major festive seasons.
If you have any issue related to your order, please contact 778-956-7789 or info@buttermere.ca

+ Do you have ready-made cakes?

We have limited selection and quantities available; however, please contact customer service at 778-956-7789 for inquiry. It will save your time to make the trip. Please order via our website first before picking up your cake.

+ Do cake needs to be refrigerated ? What happens when I don't ?

Always refrigerate Buttermere's cake as soon as you can. Our products contain eggs, egg whites, whipped ganache, custard, fruit or mousse.

If these types of cakes are stored at room temperature and the room happens to be warm, the filling will get too soft and the layers will slip and slide.

We highly recommend bringing a cooler if you are not going to places with refrigerator directly.

+ Why my cake is icy inside?

If you make same-day mousse cake order, please allow it to thaw in fridge at least 5 hours or room temperature for 2 hours. All of our mousse cakes have to be frozen in order to unmould and to decorate. This does not mean the cake is not fresh.

+ Do you carry any vegan,eggless, gluten-free, nut-free, or other allergen-free cakes?

Sorry, we do not have vegan, eggless, gluten free products at the momnent. We are in the process of creating the items. We are very sanitary in our production; however, are not a 100% allergen-free kitchen. We operate in a facility that works with all of these allergens. Please inquire.

+ How big will our cake be and how many servings?

• Average cake feeds:
  4.5" round = 5-6
  6" round = 8-10
  8" round = 15-20
  10" round = 25-35
  

• Wedding cake with multiple tiers feeds:
  The biggest we provide are 6" + 8" + 10" (3 tier round)
  6" round = 14-16
  8" round = 26-30
  10" round = 40-45
  If 3 tier is not enough for your guests, we provide backup cakes; the backups remain in the kitchen to allow the banquet team to start cutting early enough to get your guests served efficiently.
  Wedding cakes feed more guests because they are cut by professionals.

+ Do you have a MINIMUM order?

We do have minimum order on the following items:

• regular size cupcake : 1 dozen per flavour
• mini cupcakes : 2 dozen per flavour
• macaron : 30 pieces per colour/flavour

+ what's the ordering timeline for customized and wedding cakes?

• customized cake : Please order at least TWO+ weeks in advance. We can do customized cake with edible print, fresh florals, and buttercream style. We MUST finalized details and received the payment ONE week prior the pick-up/delivery day.
• wedding cake or large event: Plase order at least TWO+ months in advance. If your wedding or large event is in May-September, book early as these are peak wedding months.
• If you are ordering a custom celebration cake during the peak wedding and festive seasons, we recommend booking as early as possilbe to avoid disappointment

+ What is the pricing for customized & wedding cakes ?

• The pricing is based on cake size & design complexity. Please note, we do not fully custom cakes (ie. intricate fondant details/fondant figures). In order for us to provide you more accuate qoute, please fill in the form https://www.buttermere.ca/custom-order

• Pricing for wedding cakes vaires since there are many things that go into establishing the price of a cake. This can include, but is not limited to, design, size, delivery set-up, what you are looking for, and so forth. Accurate quotes are given during detailed email session. Please visit https://www.buttermere.ca/wedding-cake to start the process.

+ What are the policies for customized & wedding cake orders?

• Payment :

  • Customized cake : requires full payment ,ONE WEEK ahead upon pick-up/delivery.
    
  • Wedding cake : requires full payment upon finalizing booking details. Payment must be received ONE MONTH prior to the event.

• Modifications :

  • If you are requesting any changes to your cake with LESS THAN 7 days notice (ie change of design, colours,and change of date etc.) your order will be subject some additional fee.

• Cancellation:

  • Customized cake:
    • Cancelling within 7+ days of your event, we will cancel & refund your order.
    • Cancelling within less than 7 days of your event, we reserve the right to retain 50% of your booking.
  • Wedding cakes:
    • Cancelling one month prior of your event, we will cancel & refund your order.
    • Cancelling within less than one month of your event, we will retain the full payment in any case.

• Delivery :

  • Buttermere team delivers and sets up all weddings cakes at the venue. (within 15km from 958 Main Street, Vancouver)
  • During peak seasons, there will be possiblity the set up time be re-arranged due to our route.
• Pick-up:
  • If you would like to pick up the cake yourself, we will not be responsible for any damages once the cake leaves the pick-up locations.
  • We can provide tips for transporting/storage the cake if needed.

+ Do you provide wedding cake stand ?

We DO NOT provide cake stands.

+ Do you make faux/fake/dummy wedding cakes ?

We DO NOT provide any faux tier. All of our products are edible except florals