FAQ
Welcome to the FAQ section! If you're ordering from Nina’s Sugar Studio for the first time—or just need a refresher—you’re in the right place.
Here are answers to our most common questions:
❓Do you offer character or themed cakes?
We offer themed cakes, but we do not recreate figure character cakes (like cartoon or movie characters). You’re welcome to send inspiration photos, and we’ll create a custom design in our own style.
❓ What cake shapes and sizes do you offer?
We specialize in round and heart-shaped cakes. We do not offer star-shaped, butterfly-shaped, number-shaped, or full sheet cakes. Tiered cakes are available upon request and are quoted based on the number of servings and design complexity.
❓ Can I use a photo on my cake?
Yes! Just be sure to send the final, high-quality photo you want us to use. Please avoid screenshots or images with time stamps, battery icons, or browser/search bars.
❓ Do you ship your cakes or cupcakes?
We do not ship cakes or cupcakes due to their delicate nature. All orders are for pickup only from our studio in Norfolk, VA.
❓ How should I store my cake?
To keep your sweets fresh: Store in the refrigerator for up to 5 days Or freeze for up to 2 weeks Allow 2 hours at room temperature before serving for best taste and texture
❓ What if I need to cancel my order?
We do not offer refunds once an order is placed. However, if your event is canceled and you let us know before we finalize your custom design, your payment may be applied as a credit toward a future order (valid for 1 month).
❓ What if I'm late to pick up my order?
We allow a 15-minute grace period for pickups. If you're running behind, please reach out. If you're more than 2 hours late without prior communication, your order will be forfeited without refund or rescheduling.
❓ Can I request an exact replica of a cake I found online?
We love inspiration photos, but every treat is custom-made by hand. We will never copy another baker’s work exactly. Instead, we’ll create a design that reflects your vision + Nina’s artistic style.
❓ When can I pick up my order?
Pickup is available Monday–Saturday between 10:00 AM and 7:00 PM. Pickup times are scheduled in advance when you place your order.
❓ What are your customer service hours?
We respond to messages and emails Monday–Sunday from 9:00 AM – 6:00 PM. If you don’t hear back right away, don’t worry—we check messages frequently and will reply by Sunday of the same week at the latest.
❓ Does submitting a request mean my order is confirmed?
No, submitting a request does not mean your order is confirmed. Once I receive the details of your request and confirm availability for your desired date, I will send over an invoice. Your order is only finalized once the invoice is paid.