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 with love (and sometimes elements are prepared days in advance), we do have some timeframes in place to help us manage everything smoothly:
For Celebration Cakes
Changes or cancellations must be made before 3pm, at least 2 days before your pickup day.
For example, if you're collecting your cake on a Thursday, changes must be made by 3pm on Tuesday.
For Premium Design Cakes
These require a little more prep, so cancellations need to be made by 3pm, 7 days before collection.
For Catering Orders
Changes or cancellations must be made before 3pm, 3 days prior to pickup.
So for a Thursday pickup, you’ll need to contact us by 3pm on Monday.
How to Make Changes
You may make a change or cancel an order in any of the following ways:
• Speak directly with the manager at the store where you placed your order.
• Call the store where your order will be collected.
• Or phone our friendly Head Office team on (03) 9336 3200 (weekdays, 8am–4pm).
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.
Missed Pickups & Public Holidays
If you do not reschedule or cancel an order before 3pm at least 2 days before your product is due to be collected, then you are responsible for collecting the product from the nominated store on the nominated date. 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.
Notice periods are calendar days — so they roll on regardless of weekends or holidays.
We genuinely want every celebration to go off without a hitch - and we'll always work with you where we can. Thanks so much for your understanding and for letting us be a sweet part of your special moments.