We know that life doesn’t always go to plan, and we’ll always do our best to help you when things change.
If you need to reschedule or cancel your order, please reach out as early as you can. Because our cakes are handmade (and sometimes elements are prepared days in advance), we do have some timeframes in place to help us manage everything smoothly:
1. Celebration Cakes
Time frames for changes or cancellations of Celebration Cakes are the same as the lead times for ordering.
We kindly ask that changes are made before 3pm, as that’s when our Celebration Cake Team finishes for the day (they start early).
If we receive your request after 3pm, it will be processed the next business day and by then it may be too late to make any changes.
- Cakes with a 2 day lead time can be changed or cancelled until 3pm, two business days prior to your pickup day.
- Cakes with a 4 day lead time can be changed or cancelled until 3pm, three business days prior to your pickup day.
- Cakes with a 5 day lead time can be changed or cancelled until 3pm, three business days prior to your pickup day.
- Cakes with a 7 day lead time can be changed or cancelled until 3pm, five business days prior to your pickup day.
*If you're unsure on the cancellation timeframe, please refer to the product page.
2. Catering Orders
Changes or cancellations must be made before 3pm, three business days prior to your pickup day. So, for a Thursday pickup, you would need to contact us by 3pm on Monday.
A little note on Public Holidays
Public Holidays are treated as business days for cancellation request and do not impact cancellation timeframes.
How to make a change or cancel your order
You can contact us in any of these ways:
- Call the store where your order will be collected.
- Speak directly with the manager at the store where you placed your order.
- Or phone our friendly Head Office team on (03) 9336 3200 (weekdays, 8am to 4pm).
Missed Pickups
If we don’t hear from you in time, and your order hasn’t been collected on the nominated day, we’ll hold onto it for you for 48 hours. After that, the item will need to be disposed of and we’re unfortunately unable to offer a refund.