07 3355 3443 | MON-FRI 9-5 | THURS 9 - 6 | SAT 9 - 12:30

Shipping Policy

Delivery and Handling

We are proud to partner with Australia Post to provide our customers with flat rate shipping Australia-wide. Shipping is available at the following rates:

Free Shipping for orders over $50 (Up to 3kg)
 -
Flat Rate (Up to 1kg)
 $ 9.95
Flat Rate (1-3kg)
 $ 15.95 
Flat Rate (3-5kg)
 $ 18.95 
Bulky Shipping (5kg+)
 $ 24.95 
Bulky Shipping (10kg+)
 $ 35.00

 

If your order exceeds 10kg, additional postage fees may apply. There are also certain products that are noted as "Bulky Shipping" due to their size or shape. In those cases, we will contact you once your order has been packed to pay the required shipping fees.

We will always package your order in the most cost effective way possible to avoid unnecessary postage charges. If additional postage fees apply we will contact you to arrange payment. Additional postage fees must be paid prior to dispatch.

Some items are not eligible for post and this will be noted in the items description. This might include refrigerated products or products in aerosol cans.

 

 Delivery Times

We understand you want your order to arrive as soon as possible, so we endeavour to dispatch all orders within 48 hours of receiving cleared payment. In the instance that products are not available due to seasonal or stock restrictions, we will contact you to offer you either a replacement product or a refund on that item.

The following delivery timeframes are guidelines only, and based on reasonable expectations and experience.

QLD, NSW, ACT, VIC and SA metro areas

2-5 working days

Regional QLD, NSW, VIC and SA

3-8 working days

WA, TAS, NT and remote areas

7-12 working days

 

Express Post Fees and Timeframes

Express post options are not available through our online checkout. If your order needs to arrive in a hurry, please call us on 07 3355 3443 so we can take your order, check available stock and take payment for express shipping over the phone. 

Express shipping starts at $14.95 for parcels up to 500g and increase pending on the size and weight of your parcel when packed.

We will always package your order in the most cost effective way possible to avoid unnecessary postage charges. If additional postage fees apply we will contact you to arrange payment. Additional postage fees must be paid prior to dispatch.

Some heavy items are not eligible for express post and this will be noted in the items description. It is important to note that Australia Post include the weight of the packaging when calculating parcel weights.

Order Tracking

You will receive an email once your order is dispatched containing a tracking ID that you can use to track the progress of your delivery.

Undelivered Parcels

We are cake decorating and baking experts, but not delivery experts. That's why we partner with Australia Post to ensure your parcel gets to you. Once we have handed your parcel over to them, there is limited information we can provide beyond the tracking details for you to follow your parcel.

According to Australia Post, over 90% of late items arrive within 3 business days of their due date. If you’ve waited this long there are a few things that are worth checking before Australia Post can begin an investigation.

The following information is from the Australia Post website regarding missing parcels. Read more here: https://auspost.com.au/receiving/delayed-lost-or-damaged-items/find-a-missing-item

Things to check

  • Tracking
    If your item was sent using a tracked service you can track it to check the status.
  • Calculate due date
    Use our delivery calculator to see when the item should be received – this works for both tracked and untracked parcel types.
  • Card received
    Check if a notification card is in your letterbox or under your door – your item may have been delivered to the Post Office.
  • Accepted on your behalf
    Check if someone else at home or work accepted or signed for the item on your behalf. If you live or work in a large building, check with building management or the mailroom to see if they have it.
  • Address details
    Check the address details with the sender – they may have made a mistake when addressing the item.
  • Known service delays
    If you are sending or waiting on an item from overseas, you can check for any known international delays that be impacting delivery times. Domestic service disruptions are listed on our service updates page. 

Finally, if you have followed all the above steps, fill in a missing item for online here: https://helpandsupport.auspost.com.au/s/missing-or-lost-item

 

Refunds on retail store products

We are committed to our customers shopping with confidence and are happy to discuss a refund in the event that your product is faulty or not fit for purpose. We do not provide refunds for change of mind. If you change your mind, we are happy to discuss an option for a store credit, within certain guidelines outlined in the following section.

We will not refund if you changed your mind for any reason, are responsible for the fault in the goods or decide you do not want/need the product. We are happy to discuss how our products work but will not refund the product if you simply decide you do not like it, cannot use it or do not want it.

To obtain a refund the following conditions must be met:

  • proof of purchase must be provided, verifying Bryson Webb Pty Ltd (trading as Studio Cakes) as the supplier;
  • you can provide satisfactory identification proving you were the purchaser of the item;
  • you have contacted us to request an exchange or replacement within 5 days of receipt of the product;
  • your item is returned within an appropriate timeframe and is in resalable condition (including original intact packaging). Postage fees for the return of the product are your responsibility. If the product is found to be faulty, we will reimburse your postage (based on your postage receipt) along with your refund. You may be required to provide us with your bank details (BSB and Account Number) in order for us to process a reimbursement.;
  • the item is not a perishable item or edible product. Perishable and edible products must be stored in accordance with the packaging instructions. Please take due care to store perishable items appropriately and in accordance with the storage instructions. We cannot accept responsibility for products that have been stored in inappropriate conditions.
  • We will not refund or replace items that are past a Best Before date. Best Before dates are not expiry dates and the product is still suitable for use.
  • We will not refund or replace items that have a fault that you were notified of prior to your purchase and were bought on an 'as is' basis.
  • We will not refund or replace items that are second hand and were sold to you on that basis, including any faults on an 'as is' basis.

In the event that your goods are faulty, and you meet all the criteria outlined below, we will provide a refund via the same payment method that you paid with. For example, if you paid with card in store we will require your card in store to process your refund (it cannot be done over the phone). If you paid on our website, the refund will be automatically processed to the payment method that you used to checkout. Cash refunds are only available if you paid in cash.

Exchanges or Replacements on retail store products

At Studio Cakes we are committed to our customers shopping with confidence. If you are not completely satisfied with your purchase we are happy to discuss an exchange or store credit for your goods providing you meet the guidelines below. Food products (including fondants, sprinkles, paints, edible dusts, edible decorations etc.) can not be returned for a change of mind, even in the even that they are unopened. 

 

  • proof of purchase must be provided, verifying Bryson Webb Pty Ltd (trading as Studio Cakes) as the supplier;
  • you can provide satisfactory identification proving you were the purchaser of the item;
  • you have contacted us to request an exchange or store credit within 5 days of receipt of the product;
  • your item is returned within an appropriate timeframe and is in resalable condition;
  • the product is kept in its original packaging, unopened, unused and undamaged. This is strictly relating to products that are not consumables.
  • the item is not a perishable item or edible product. Perishable and edible products must be stored in accordance with the packaging instructions. Please take due care to store perishable items appropriately and in accordance with the storage instructions. We cannot accept responsibility for products that have been stored in inappropriate conditions.

We reiterate that food products (including fondants, sprinkles, paints, edible dusts, edible decorations etc.) can not be returned for a change of mind, even in the even that they are unopened. Please choose these products carefully prior to purchase. 

Can I make changes to my order before/after it has been dispatched?

We will endeavour to accommodate changes to your order providing that you contact us immediately and your order has not been packaged or dispatched. Unfortunately once your item has been packaged and/or dispatched we can no longer make adjustments.

Can I cancel my order?

To discuss making a cancellation please contact us immediately by phone or email within 2 hours of placing the order, at which point (and at our discretion) money can be refunded less an administration fee. Orders cannot be cancelled once they have been dispatched.

How do you protect my personal information?

It is important to us that our customers shop with confidence. For more information on the way we deal with your personal information see our Privacy Policy.

Returning Items
If you have arranged a refund, exchange or replacement with us, we will work with you to make the return of your item as hassle-free as possible. To return your product contact us on sales@cakeandicingcentre.com.au and we will provide you with a Return Paid number. You can use this number to lodge the return parcel at an Australia Post retail outlet or in a street postage box.
Perishable items and edible products (including but not limited to fondants, icings and edible dusts/imagery) cannot be returned for resale due to change of mind even in the event that seals and packaging remain intact. We do offer a returns policy if any of these types of products are delivered to you damaged or defected, or if the item doesn’t match the description of the product.

    Enjoy FREE SHIPPING for orders over $50 (up to 3kg)