FAQ

HOW MUCH NOTICE DO YOU NEED FOR A CAKE ORDER?

All Melbourne Cake Shop desserts (house cake, cupcake and all other desserts) have a minimum notice period which is calculated at checkout. On average, we require a minimum of three days notice for all orders however this may be subject to change without notice. If you require a cake within a shorter time frame, please email hello@melbournecakeshop.com.au and we will endeavour to meet your request (subject to availability).

All custom orders require a minimum of three days notice and are subject to availability.

WHAT FLAVOURS DO YOU OFFER?

Our house flavours are:

WHAT ARE YOUR PAYMENT TERMS?

All house cakes/desserts available on our website must be paid for in full at the time the order in placed in order to confirm the order. For custom cakes, we require full payment to be made by the date listed on the invoice in order to secure your order. Your order is not confirmed until payment is made and you have received your receipt and order confirmation.

CAN I CHANGE MY ORDER ONCE I'VE PLACED IT?

We can accept changes to orders (based on availability) at least two weeks prior to the order date. These include but are not limited to important design elements, sponge flavours, non edible toppers etc. For smaller adjustments, such as name plaques we can accept changes within three days of the order date. We cannot guarantee that we can accommodate change requests as they are based on complexity and availability.

HOW DOES A CAKE QUOTE WORK?

Once you have completed our custom quote form we will contact you to discuss the options and pricing. When you are satisfied with the details and the price of the cake you will receive an invoice with the details of your order. We require full payment to be made by the date listed on the invoice in order to secure your order. A copy of the receipt and order confirmation will be sent via email once payment is confirmed. 

CAN I SHOW YOU A PICTURE OF WHAT I WOULD LIKE?

Yes, of course! We welcome any images and pictures as they help us to better understand what exactly you are after. We can generally recreate and redevelop any inspiration images you may have however we do exercise our right to discretion whereby designs may be slightly altered to avoid any copyright infringements. Please submit any photos/images to hello@melbournecakeshop.com.au. 

CAN I CANCEL MY ORDER?

Please see our cancellation schedule below:

House Cakes

Cancel before 7 days of your order date: Total order value refunded 

Cancel within 7 days of your order date: Total order value less 50% refunded 

Custom Designs 

Custom designs may require certain elements to be purchased in advance such as ingredients, toppers, non-edible decorations and more. These elements are listed in the original quote and Melbourne Cake Shop reserves the right to use it's preferred suppliers for these elements. Please note that custom cake elements are purchased in unique quantities and generally, these purchases are made prior to 14 days before the delivery/pick up date. 

Cancel before 14 days of your order date: Total order value refunded less the cost of any pre-purchased elements (custom toppers, custom design elements etc).

Cancel within 14 days of your order date: Total order value refunded, less the cost of any pre-purchased elements (custom toppers, custom design elements etc), less 50% of the remaining total order value.

If you choose to cancel your order and elements of the order have been purchased or created, you forfeit the right to keep or collect those order elements.

DO YOU OFFER DELIVERY?

Yes, we offer delivery for $15 within 10kms of the Melbourne CBD. We are able to offer delivery outside of the 10km radius on custom orders (subject to delivery location). Each additional kilometre incurs a $3 charge.

We are able to deliver to any location - workplace, restaurant, residential premises etc provided it is located within our delivery radius. 

For event set up, custom delivery and bump in, extra charges will be incurred and will be priced individually as per the event requirements.

DO YOU OFFER PICK UP?

Pick up is available from our partner location Sassone Cucina Italiana at 66a River Esplanade, Docklands 3008. Pick up is available free of charge and our pick up times are:

Monday - NO PICK UP, delivery only 
Tuesday - 10am - 2.30pm
Wednesday - 10am - 7pm
Thursday - 10am - 7pm
Friday - 10am - 7pm
Saturday - 10am - 7pm
Sunday - 10am - 2.30pm

Should you require a pick up time outside of these hours please contact us and we will arrange a custom pick up time. If you are unable to collect your order before close of business on any of the days listed above and do not notify us in advance regarding rescheduling your pick up, your order will automatically be available for pick up the next available day (not including Mondays).

HOW DO I TRANSPORT MY CAKE/ORDER?

Please take care when driving to ensure your cake is not damaged in transit and follow the care instructions supplied on the flyer along with your order. We cannot be held liable for any transport related issues once the cake has left our premises or during transport.

We suggest placing the cake/cupcakes/edible gift on a flat surface, such as the passenger's footrest or backseat footrests. If placing in the boot of the car, please ensure that the surface is non slip and that the cake is secured properly. Ensure that the air conditioner is on the lowest setting to prevent melting during transport. Keep the cake out of direct sunlight and if unavoidable, cover the cake with a lightweight piece of fabric (such as a scarf) to create shade. 

UNAVOIDABLE DELIVERY OCCURENCES:

We endeavour to deliver all of our cakes on our before the specified delivery time. In the instance where unforeseeable circumstances affect the estimated the delivery time, such as changes in traffic conditions, accidents, natural disasters we will re-route your order and allocate you the next available delivery slot. We will not offer refunds for unavoidable delivery occurrences. Refunds will only be granted when the delivery was expected prior to 5.30pm however was delivered from 5.31pm onwards. Melbourne Cake Shop will contact you regarding unavoidable delivery circumstance via phone or email (or both) as soon as the occurrence occurs.

HOW DO I SERVE MY CAKE?

Please note that our cakes do not contain preservatives or additives and should be treated as perishable goods. The earlier you consume your cake, the more you will enjoy the cake flavours and freshness. 

Please read and follow the care instructions supplied with each order that recommend how best to store and consume our cakes/desserts. All of our cakes are refrigerated prior to pick up/delivery in order to preserve their freshness and to ensure the highest levels of food safety.

If enjoying immediately, do not refrigerate your cake/dessert. Instead, leave the cake/dessert out of direct sunlight and allow it to come to room temperature (20-23 degrees). This may take anywhere between 15 minutes to 45 minutes depending on the size of the dessert and the climate of the room (for example, in humid weather this process is drastically reduced). We advise refrigerating our cakes/desserts when not consuming. Always follow the care instructions supplied with each order that explain how best to store and consume your cake/dessert.

If enjoying later, you must refrigerate your cake. You can store your cake in the refrigerator for up to 7 days or alternatively you can freeze and thaw your cake when ready to consume. Please follow the detailed care instructions supplied with your order that explain how best to store. freeze/thaw and consume your cake/dessert.

HOW DO I STORE LEFTOVER CAKE?

All of our cakes can be kept covered and refrigerated for up to 7 days or frozen in an airtight container for up to 3 months. Please be sure to remove any odorous foods from your fridge to prevent flavour transmission into your cake. All of our cakes are best consumed at room temperature and more information can be found in the care instructions supplied in your order.

I AM NOT EATING MY CAKE THE DAY OF PICK UP, HOW DO I STORE IT?

You can store your cake in the fridge for up to 7 days (please be sure to remove any odorous foods from your fridge to prevent food transmission into your cake). If consumption is beyond 7 days, we recommend freezing your cake. Thaw your cake in the refrigerator prior to serving.

DO YOU CATER TO ALLERGIES?

We do not cater to allergies and food intolerance and we cannot guarantee that any of the products listed on our website are free from nuts, gluten and/or any other common allergens. Some of our suppliers do not offer allergy and intolerant free supplies and we cannot guarantee their absence in our cakes/desserts. We do not accept liability for issues caused by allergens and this is noted in each product description. Please relay this information to any consumers of Melbourne Cake Shop products.

DO YOU MAKE HALAL/KOSHER/RELIGIOUSLY OBSERVANT CAKES?

Melbourne Cake Shop is not formally Halal or Kosher certified, however all of our cakes are free from alcohol, pork products and animal additives (such as gelatin) unless expressly stated in their product description.

WHAT SIZE CAKE DO I NEED?

All of the sizes listed in our product descriptions are in dessert and event slices. Cakes can be cut in dessert serve slices (preferable when there are no other dessert options alongside the cake) or coffee serves (preferable for weddings and large events when there are other dessert options alongside the cake). 

Dessert options tend to be the more popular choice (hey, who doesn't like a good slice of cake?) however it is up to you to choose what size is best. If you are unsure as to what size cake you need, it's useful to consider:

1. How many people will be eating the cake?
2. Are there other dessert options?
3. Would you like some left over cake to enjoy with friends or family the following day/to give to guests to take home?

Depending on the size of the cake, there may be 3, 4 or 5+ layers of sponge and buttercream filling in between each layer (or as per the product description). We also offer tall cakes in select sizes.

Our available sizes and servings are:

•  8-10 dessert serves/20 coffee serves
• 12-15 dessert serves/30 coffee serves
• 16- 20 dessert serves /40 coffee serves
• 22-24 dessert serves/ 50 coffee serves
• 30 dessert serves  /60 coffee serves
• 40 dessert serves/80 coffee serves
• 50 dessert serves/100 coffee serves

If you are in between sizes, we suggest sizing up so that no one is left without cake! For all questions regarding sizes and serves, please contact us.

CUSTOM CAKES

Custom cakes are made to order and each custom cake comes with the freedom to choose your size, design elements and flavours. To arrange a quote, please complete our custom cake form. 

CAN I ADD FRESH FLOWERS TO MY CAKE?

Yes, we can add fresh flowers to our cake designs, however if we believe that aesthetically the addition of certain flowers may not be ideal, we will advise the customer of this recommendation. We use a trusted local florist for all of our flower needs and all of our flowers are properly secured against or into the cake. Some flowers cannot be used in cake designs as they are toxic. The price of the flowers is non negotiable. We allow customers to add their own flowers to our cakes however we are not liable under any circumstance for any issues that may arise from such decisions (such as toxicity, changes in cake freshness or flavour etc).

FOOD COLOURING AND EDIBLE ELEMENTS INFO:

Some food colourings such as black, navy and dark colours may temporarily stain teeth or leave colour in the mouth. This is completely normal and the colour will fade very quickly. Metallic lustres may leave a slightly metallic flavour in the mouth which will pass quickly however may be uncomfortable for some consumers. Please relay this information to any consumers of the cake. 

HOW TO CUT YOUR CAKE

Prior to cutting your cake, it is important to remember that our cakes contain dowels and/or cake boards between layers. If your cake has a dowel or boards it will be noted in your order flyer. These dowels and boards must be removed from the cake when serving to avoid harm.

We list our cakes using dessert slice servings, which follows the ratio of 2:1, meaning the length of the cake is twice as long as the width of the cake (or vice versa). All of our cakes can be purchased and cut into coffee serves. Coffee serves follow a ratio of 1 x 1 whereas dessert serves follow the ratio of 2 x 1. For coffee serves, please double the number of serves in any of our sizes until you achieve your desired amount.

WHOLESALE 

Melbourne Cake Shop welcomes wholesale enquiries from hospitality vendors. Please contact us at hello@melbournecakeshop.com.au with any wholesale enquiries. 

Melbourne Cake Shop does not authorise the resale of any of it's products to third parties or for individual sale. Parties found to be reselling or individually selling any Melbourne Cake Shop products without written authorisation from Melbourne Cake Shop will face legal action from Melbourne Cake Shop.

TERMS OF BUSINESS

Melbourne Cake Shop will not be held liable for any losses experienced by the customer which arise from but is not limited to a breach of contract. Once the order has been paid, Melbourne Cake Shop legally enters a contract with the buyer for the goods outlined in the original invoice. Melbourne Cake Shop's total liability for any claim howsoever arising shall not exceed the total value of the order paid by the customer.

If you are unhappy with your order and/or purchase, immediately notify Melbourne Cake Shop (within 24 hours of pick-up or delivery) at hello@melbournecakeshop.com.au with your concern and return your goods (minimum 95% of purchased goods) to us within a maximum of 36 hours (all returns to be delivered to 66a River Esplanade, Docklands 3008). 

Upon inspection of the goods, a decision regarding liability will be made and will be conveyed to the customer in writing. If Melbourne Cake Shop is at fault, up to 100% of the total order amount including delivery will be refunded. If time permits, the order will be remade and provided to the customer (should the customer request a remake in lieu of a refund). If Melbourne Cake Shop is not at fault, all monies will be retained by the Melbourne Cake Shop and the cake may be collected by the customer or destroyed.

Please note pictures are for general illustration only and the product may vary slightly based on availability.

PRIVACY POLICY:

We will use your contact details (as listed in your order) to help contact you regarding your order. This information will not be passed onto any third parties. If you are placing your order as a gift, we will not provide your sender details to the receiver unless you explicitly state in your order notes that you would like this information relayed to the receiver.