Terms Of Service

Thank you for choosing Craving Cupcakes! Please take note of the following important points:

1. To reserve your date, a 50% non-refundable deposit is required for all custom orders. The remaining balance is due in full 14 days before your order is received. If the timeframe is less than 14 days, the full amount is due at the time of confirmation of your booking.

2. Quotes are valid for 10 days. To accept a quote, a 50% deposit must be received within 24 hours of confirmation. If no payment is received within 24 hours, you will need to reconfirm with us that your date is still available. After 14 days, your quote will need to be re-quoted.

3. Customers accept full responsibility for their order once it has been collected/delivered. Any concerns about your order must be raised immediately upon collection. Once your order has been collected, it is assumed that you are satisfied with it and accept all responsibility for its transportation. We cannot provide a refund if there is an issue during transit or thereafter. Please transport any product flat.

4. Unless otherwise stated, our products are perishable and are intended to be consumed within a maximum of 2 days of collection/receiving- unless otherwise advised.

5. We do not provide refunds if orders are cancelled within 14 days of the due date, as ingredients and components would have already been ordered/prepared.

6. A late collection fee may be charged if your pick-up appointment is not adhered too. The fee is at our discretion. Pick-up appoimtments will be made before your order is due. 

7. For delivery orders, we/ and any of our partners take no responsibility for damage or loss to orders after delivery. If no one is available to collect your order, we will make best efforts to contact you and leave your order in a safe (as possible) place. If this is not an option, it can be picked up from our store at an agreed time. All cookie orders are delivered via courier, and dispatched within Craving Cupcake's business hours as soon as we can. There are no guarantees as to when these will arrive, however, as our products are made and baked to order so they are as fresh as possible, we will endeavour to have them dispatched within 3 working days of receiving the payment.

8. Delivery time is an estimate only and cannot be guaranteed.

9. COVID-19 and illnesses: Any order that requires changes due to COVID-19 or other illnesses will be handled at our discretion. Once work has commenced on your order, we will be unable to provide a refund or postponement. If any of our staff members contract COVID-19 or any other illness that means we are unable to work, we will contact you and try our best to provide a suitable replacement.

10. Kindly note that public holiday surcharges may apply if your cake is required to be delivered or collected on a public holiday.
    
    
    
11. Please note that all of our products cannot be in the sun or near any heat source. All of our products are made using sugar, butter, etc and they will melt. This includes being left in a vehicle for any period of time without aircon on. Any fondant cakes or cakes with edible images or fondant details cannot be stored in a fridge unless otherwise told to by us.
    
    

12. If you are cutting a cake, it needs to be done with a sharp, clean, hot knife - and we suggest cleaning it off after each cut. We does not take any responsibility for any damage due to any heat or any refunds for not using the suggested cutting method.
    
    
    
13. We reserve the right to on charge any credit card/ tap and go fees onto the customer on top of the cost of the products purchased at the rate that is charged to us.
    
    
    
14. While we strive to match colour's as closely as possible, please understand that when working with food colouring and food items, we may not always be able to achieve an exact match without compromising the quality and stability of the product. Additionally, edible images are printed using food colouring, so some details and colours may not precisely match the inspiration or images provided.
    
    
    
15. All other issues will be handled at our discretion. We reserve the right to change these policies at our discretion, and we are committed to having them published on our website at all times. By booking and paying a deposit or any amount via the online store or otherwise, you are automatically agreeing to the above terms and conditions. Thank you for your understanding of our refund and cancellation policies.