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 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
Sugar & Cocoa will endeavour to work with our customers should covid 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.
However please note that last minute Covid notifications will mean any orders started or completed prior to notification, 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 the above situations Sugar & Cocoa will work with 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.
If Sugar & Cocoa is unable to fulfil your order due to covid, we will notify you as soon as possible and refund your order in full. We will always endeavour to provide you with alternative bakers to help with your order where possible.
We thank you for your understanding.
DELIVERY AND COLLECTIONS
Please note collection / delivery times are typically
Mon 12-2.30pm
Tues-Fri 8.30-11am
Sat 1-3pm
Sun 9-11am
These may be subject to change without notice. Please specify at time of ordering if you require a time outside of this and we will do our best to accommodate your request.
Your collection time or delivery time frame will be confirmed on your invoice or closer to your event date.
Please note collection is from Dingley Village 3172
Please note this is NOT a shop front but rather a residential address and as such your time is scheduled around other pick ups / deliveries / commitments so it is appreciated that you be punctual and if you should be running late or can't make your time to please advise ASAP via our facebook page so other arrangements can be made. Thank you for your understanding.
For all orders being delivered should you, the recipient or any household members be isolating, awaiting covid results or quarantining due to having covid please advise so this delivery can be made contactless.
CAKE STAND HIRE
Please note a bond is required for hiring cake stands and will be refunded upon the return and inspection of the stand and packaging in the condition they were hired. Any breakages, damage or scratches will result in loss of bond.
All items hired for the weekend are to be collected on Friday or Saturday and returned no later than 5pm. Monday. Mid week hire are to be collected on Monday or Tuesday with return no later than Thursday 5pm. A late fee of $5 per day will be charged for items not returned on time.
Please note all stands are hired clean and ready for use in boxes and should only be wiped down with a clean damp cloth for return, please do not submerge in water.
All hired items are for collection and return in person at an arranged time and are not to be returned via post or courier.
TERMS AND CONDITIONS
By accepting a quote from Sugar & Cocoa you are hereby agreeing to our above terms and conditions.
© 2020 by Sugar & Cocoa