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:
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Free Shipping for orders over $50 (Up to 5kg of either dead or volumetric weight)
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Flat Rate (Up to 5kg): $9
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Bulky Shipping (5kg+): $18
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Bulky Shipping (10kg+): $27
If your order exceeds 10kg, additional 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 on our next business day after receiving cleared payment. This excludes orders that have pre-order or custom made items, in which your order is dispatched once the items are created.
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:
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QLD, NSW, ACT, VIC and SA metro areas: 2–5 working days
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Regional QLD, NSW, VIC and SA: 3–8 working days
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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 increases depending 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:
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Tracking: If your item was sent using a tracked service you can track it to check the status.
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Calculate due date: Use the delivery calculator to see when the item should be received – this works for both tracked and untracked parcel types.
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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.
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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.
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Address details: Check the address details with the sender – they may have made a mistake when addressing the item.
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Known service delays: If you are sending or waiting on an item from overseas, you can check for any known international delays that may be impacting delivery times. Domestic service disruptions are listed on the Australia Post service updates page.
Finally, if you have followed all the above steps, fill in a missing item form online here:
👉 https://helpandsupport.auspost.com.au/s/missing-or-lost-item
Can I Make Changes to My Order?
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 hello@studiocakes.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.
