Returns & Refunds
Fresh-baked goods are perishable, so the way we handle returns is a little different from a shop selling shelf goods. Here is how we approach it.
Our quality promise
If your cake or cupcakes do not look like the design we agreed, or if the flavour is genuinely not what was ordered, we will replace the order or refund the cost. We would always rather hear from you than have you keep quiet.
How to raise an issue
Please contact us within 24 hours of pickup or delivery. Send a photograph of the issue to [email protected] with your order reference (it is on your confirmation email) and a short note describing what went wrong. We respond within one working day.
What is covered
- A cake that has clearly collapsed, split or fallen apart before being served.
- A flavour delivered that is not the flavour confirmed on your order sheet.
- A cake decoration that materially differs from the agreed design.
- An order delivered more than 60 minutes outside the agreed window without us notifying you.
What is not covered
- Taste preferences — we can describe each item before you order and offer a tasting for larger cakes. We cannot refund a cake that was simply “not what you expected” if it matches the brief.
- Damage caused after handover (transporting the cake in a hot car, storing buttercream in direct sunlight, late assembly by a third-party setter).
- Cancellations within seven days of the event — the timeline-based refunds described in our Terms & Conditions apply.
- Photographic colour differences. Buttercream and natural florals look slightly different in person than under studio light.
How refunds are processed
Approved refunds are processed back to the original payment method within five business days. For corporate accounts, refunds are credited to the next invoice.
Replacement instead of refund
Wherever practical we offer a replacement, baked the same week, with our apologies. We find this tends to feel like a better resolution than a number on a statement.
Allergic reactions
If you experience an allergic reaction to something we have baked, please contact us as soon as you have sought medical attention. We will investigate immediately, share our ingredient and production records with you, and refund the order regardless of cause.
Disputes
If you are unhappy with our resolution, you have the right to escalate through Consumer Affairs Victoria. We hope it never comes to that and will work with you to find a fair outcome first.