FAQ

TERMS & CONDITIONS

CUSTOM ORDER DEPOSITS & PAYMENT

All quotes are valid for 7 days from date of issue. Once the final design and quote have been agreed on, an invoice will be issued. A 50% deposit is required to confirm a booking and payment in full is required 3 weeks prior to the event date. Should your event be less than 3 weeks away or less than $200 payment in full will be required to confirm the booking.

 If securing a date more than 6 months in advance a $100 deposit is required, this is non refundable.

Payments can be made via direct deposit details will be on your invoice.

CUSTOM ORDER CANCELLATIONS & CHANGES

Any major changes made to a custom order less than 14 days prior to an event date may incur a fee to cover the re working of the design or loss of work already completed. All changes to the design must be done in writing and subject to approval. Sugar and Cocoa reserves the right to amend your design slightly to accommodate for unforeseen factors such as supply and unavailability of products / ingredients, weather and visual appeal.

If an order is cancelled within 14 days of an event date your deposit will be forfeited, if cancelled more than 14 days in advance your deposit will be refunded minus an administration fee of $30. All cancellations must be in writing.

CAKE PICK UP

Sugar & Cocoa is a home based cake decorator located in Dingley Village and as such all pick up times must be arranged in advance. All cakes, cookies,meringues and treats are packaged with care to ensure minimal movement during transport, however we are not responsible for any damage once your item has left our premises or care. 

TRANSPORTING YOUR CAKE

We recommend that cakes and treats be transported on a flat surface in your vehicle, either the floor of the front passenger seat or boot work well and with the air conditioning on to keep the cake cool. Please note we are not responsible for any damage to your cake or treats during this transportation.

STORING YOUR CAKE

Your cake can be stored in the fridge to keep it cool but please remove it approximately 45 mins prior to serving to allow it to come to room temperature. Please note cakes covered in fondant should NOT be refrigerated as this will cause the fondant to sweat, simply a cool dry spot away from direct sunlight is best.

SET UP & DELIVERY

Delivery and set up is available for some cakes, delivery fees will apply based on venue location. Please note adequate access to the venue needs to be available with close parking for the cake delivery etc. and that the cake table and stand are both stable and suitable to hold the weight of your cake. Please note if either are found to not be suitable they will not be used. Sugar & Cocoa takes no responsibility for damage to your cake once delivered and left in the care of your venue. 

INGREDIENTS & ALLERGENS

Our products contain gluten, wheat, dairy, traces of nuts and egg products and whilst all care is taken with cleaning and handling, as our equipment is used to prepare foods containing allergens, there may be allergen traces present in a product. If you would like a list of specific ingredients for a particular product please contact us prior to ordering. Sugar & Cocoa will not be held responsible for any allergic reactions from consuming our products. 

CAKE DECORATIONS & STRUCTURE

Note all fondant decorations, fresh blooms and non edible decorations should be removed from cakes before cutting and should NOT be consumed. Only flowers listed as edible blooms can be consumed. Please note if your cake is tiered or tall or has fondant decorations there may be supports placed in your cake these may include cake boards , wooden supports, straws. skewers and toothpicks these must be removed before consumption. 

COVID POLICY

Please note with the ever evolving covid situation, Sugar & Cocoa will endeavour to work with our customers should a government enforced lock down, or subsequent government enforced restrictions prevent or impact your event from going ahead as previously planned. This may be by way of postponing your order to a later date, in which case we will do our best to accommodate your new preferred date, it may be by changing or downsizing your order to allow for a smaller event to take place.

However should a snap lock down occur, please note that any orders started or completed in this case, will need to go out as previously agreed.

Please also note with all custom orders any items purchased to suit your specific design needs, which cannot be used for another order will need to be paid for.

In the event of any of the above situations Sugar & Cocoa will contact you to see what you would like to do with your order, once the cutoff time for changing has passed if you haven't replied your order will go ahead as previously agreed, otherwise if you choose to make any changes or to postpone these will come into effect also.

 We thank you for your understanding.

TERMS AND CONDITIONS

By accepting a quote from Sugar & Cocoa you are hereby agreeing to our above terms and conditions.