Refund policy
Standard Cakes
Standard orders (orders with no customization requested) can be cancelled and a full refund issued if cancellation is made within 48 hours of notice.
Custom Cakes
Cancellations
Once an order is placed, a minimum $50 deposit is required. If you cancel your cake, a $50 cancellation fee applies.
Personalised and Custom Cake Toppers are individually designed and created. Full payment for these items are required at time of ordering. No refunds are given on these products.
Refund Procedure
If there is an issue with your order or purchase please note that you must refrigerate or freeze the cake immediately and return it to us on the next business day if we are to consider a refund. You will receive a response within 48 hours regarding your claim.
Refunds requested due to quality or flavour will only be determined at the discretion on of staff and based upon the returned cake. We are unable to provide a refund on a cake that has been consumed.
All refunds are given as store credits. No cash refunds are given.
Issues that will NOT be considered for refund include:
– If you give no instructions then our designers will choose their own design. You have 100% control of your design DURING ORDERING but if you don’t specify we will decorate it according to our designs. This will not be a valid reason for return/refund.
– If you dropped the product.
– If the product was improperly stored.
– Choosing a flavour that you don’t like.
– If your cake is Chilled/Frozen at time of serving.
– If you’re unhappy with the decorating style, the shade of colour or any general decorations included in the design. If you’re unsatisfied with the design upon pick up we may be able to make design adjustments subject to our discretion.
Online Orders
Orders placed using Design A Cake are final and no refunds will be given.
Order Fulfilment
Your cake will be shown to you in-store upon pick-up. Please make sure that you inspect the cake and are satisfied. Taking the cake from the store constitutes acceptance of the product. This also includes if someone is picking the cake up on your behalf or another third-party.
Once the cake is accepted by the customer in-store, any damages to the cake as a result of inappropriately transporting or storing the cake is not the responsibility of the store.
Most of our cakes are stored at -9 degrees celsius. We use this method to help keep our cakes fresh for as long as possible, as it is also suitable for helping the cake withstand several hours of transport or being left on display at room temperature for different functions. We recommend that cakes stored at these temperatures be left at room temperature for 3-5 hours before serving.
Colours and Matching Designs
Bright and bold colours may affect the quality of the product. Using large amounts of food colouring to obtain bright colours such as red, hot pink, black, navy blue etc can change the flavour of the cream. These strong colours will also stain your guests mouths.
All effort will be made by us to ensure that the final product is matched to the colour chosen as much as possible however we do not guarantee to match the exact colours.
Please allow our decorators to judge the amount of colour used in your order as they try their best to match colours without compromising on the flavour of your cake.
We love when photos of inspiration are supplied, but do keep in mind that this is another person’s work and our design will vary slightly as we do not replicate others' work. We trust that you are coming to us because you love our cakes.
Non Edible Items
Non edible items may be used as decorations and also support dowels in cakes. It is the client’s responsibility to ensure that any non edible items are removed prior to consumption.
Allergies
Our products may contain or come into contact with milk, wheat, nuts, soy, and other allergens. You agree to notify your guests of this risk and hold us harmless for allergic reactions. We do not guarantee that any of our food or products do not contain your stated/non stated known allergens.