Terms and Conditions

Delivery:
You will select a delivery window that best suits you, and 7 days prior to your delivery, we will provide you with a specific time within the selected window. This allows us to plan the most efficient route to keep deliveries timely and environmentally friendly.

If you require a specific delivery time for your order, please contact us in advance to request it. An additional delivery fee may apply depending on the time requested. If the delivery time provided does not suit you, please get in touch with us to discuss alternatives. If no one is available to meet us for delivery and the order cannot be left at the location, a re-delivery fee will be incurred.

Allergens & Dietary Requirements:
It is essential to inform us of any allergies or dietary requirements when placing your order. Any changes to dietary needs must be communicated at least 7 days before the order is due.
While we take precautions to avoid cross-contamination, we cannot guarantee that our products are entirely free from traces of allergens. It is the customer's responsibility to notify guests of any allergens present in the product.

Payments:
A 50% deposit is required to secure your booking, which must be paid no later than 2 weeks before the delivery or pickup date.
For orders placed within 14 days of the due date, the full deposit is due immediately.
Payments can be made with cash, card, afterpay or bank transfer.
The remaining balance is due on or before collection or delivery.
If payments are made via bank transfer and no OSKO payment is used, a receipt may be requested to confirm payment.

Cancellations:
We request that you provide as much notice as possible if you need to cancel your order, allowing us to serve other customers.
The 50% deposit is non-refundable if the order is canceled within 7 days of the order date, as materials and ingredients have already been purchased, and time allocated to the order.
In the unlikely event that we must cancel your order due to illness or any unforeseen circumstance that affects our ability to fulfill the order, any payments made will be fully refunded within 7 days.

Order Changes & Modifications:
Any changes to your order (e.g., size, design, flavor) must be made at least 7 days before the delivery date.
Any changes made after this time may incur additional charges or may not be possible to accommodate, depending on the order status.

Photographs:
All products may be photographed and posted on our public social media accounts, including but not limited to Facebook and Instagram. By placing an order, you agree to this use of photographs. If you would prefer not to have your order featured, please inform us in advance.

Inspiration Pictures:
Products ordered based on a picture or photo of a product created by another cake maker will be interpreted as our version of that product. We will make every effort to ensure the result is similar but cannot guarantee an exact reproduction of the original photo.

Cake Care & Storage:
All products are supplied with detailed care instructions, including how to store, transport, and serve the product. Once the product leaves our care, we are no longer responsible for any damage caused by failure to follow the care instructions.

Product Quality & Satisfaction:
We take great care in ensuring the highest quality of all our products. If you have any concerns regarding the quality of your order, please notify us immediately upon receipt, and we will work with you to address any issues.
Due to the nature of custom-made items, we are unable to offer refunds or exchanges on cakes that have already been delivered or collected, unless there is a manufacturing defect.

Force Majeure:
We are not responsible for delays or cancellations due to circumstances beyond our control, such as severe weather, natural disasters, strikes, or other unforeseen events.

Limitation of Liability:
While we take great care to ensure your order is made to your specifications, we cannot be held responsible for any personal injury, allergic reactions, or damages arising from the consumption of our products, unless caused by our negligence.

If you have any questions regarding the terms and conditions please contact us on 0492 977 984 or hello@newenglandcakeco.com