FAQ - Frequently Asked Questions

Delivery

Can I pick up my order?

Unfortunately, we are not able to offer pick-ups at this time.

What days do you deliver?

We deliver on the following days:

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday

We also deliver on special events that happen to fall on a Sunday e.g. Mother’s Day.

Same Day Delivery occurs Monday to Friday (not Saturday or Sunday)

When is the latest possible time I can order for same day or next day delivery?

We offer same day delivery for cakes, cupcakes, brownies and giftboxes Monday to Friday – subject to availability. Simply place your order before 1pm AEST

Same Day Delivery

How much is delivery?

Delivery is a flat fee of $9.95 for standard delivery or $12.95 for same-day delivery to 580 Suburbs in our Sydney Metro Zone.

We also deliver to the following postcodes:

  • Extended Northern Beaches – 2095, 2097: $29.95
  • Extended Hills Shire – 2765: $19.95
  • Extended Western Suburbs – 2178, 2748: $19.95

Please see https://cakeinabox.com.au/delivery-suburbs-fees/ to confirm we deliver to your address.

What time will my delivery arrive?

Please note, we are unable to offer specific delivery times or delivery windows. There are some exceptions to this but all orders are generally delivered between the prescribed delivery time-frames

  • Standard Delivery: 8am to 4pm.
  • Same Day Delivery: 8am – 8pm

Please note that delivery windows are wider on big occasions such as Valentine’s Day, Christmas etc. Our drivers will do their best to deliver within these time frames but there may be situations that arise beyond our control.

What areas do you deliver to?

We deliver to the majority of suburbs within Sydney. Please see https://cakeinabox.com.au/delivery-suburbs-fees/ for more details.

What happens if the recipient isn’t available to receive their order?

For residential deliveries:

  • The courier will leave the gift at the front or back door of the recipient’s address (in a safe / shaded place – if available)

For commercial deliveries:

  • The courier will leave the gift with front reception in corporate buildings.

If the courier is unable to deliver the package (for a number of reasons, including but not limited to: delivery being rejected, incorrect address, corporate / business reception not accepting deliveries and gift recipient not answering their phone etc.  we will attempt to contact the customer to discuss options. If either party is uncontactable, the item will be marked as abandoned (as each order if made fresh to order each day) and a re-make / re-delivery fee will apply to have the order re-made and re-delivered on the next available delivery date

Whilst we make every endeavour to ensure your special someone receives their gift, unfortunately, we cannot take responsibility for a failed delivery that is not directly attributable to a fault of our team.

What happens if I provide you with the wrong address?

If you have made an error in address, please contact us immediately using the contact us form and we will make the necessary changes for you if the order hasn’t already been booked for delivery.

If you provide us with an incorrect address and we deliver your order as per your instructions, then we cannot accept responsibility for the error and a re-make / re-delivery fee will apply to have the order re-made and re-delivered on the next available delivery date

Can you deliver to an apartment/unit complex?

Yes, we do deliver to apartments and units. Please clearly note the unit number when placing the order. Please ensure that the recipient is home to accept the delivery. If the building is secured, and the driver cannot get in, we have authority to leave in a safe place (this is ticked as part of our terms and conditions during checkout)

We cannot deliver to PO Boxes or parcel lockers.

Do you deliver to police stations, airports or government bases?

Yes, but please contact us first to confirm, as some deliveries may not be possible due to enhanced security / lack of parking available.

Order

Can I make changes to my order?

Yes, we accommodate changes to orders, however we require 48 hours from the delivery date in question to review, approve and confirm requested changes.

To do so, simply contact us using our handy online form quoting your order number.

What methods of payment do you accept?

Credit card, Debit Card, Paypal, Afterpay, Zippay

What if I want to cancel my order?

Same-day Delivery orders cannot be cancelled and are non-refundable.

For all other orders, cancellations can be requested and are subject to the following fees & conditions:

  • 48 hours+ from 9am the morning of delivery: A refund can be requested (minus a $10 administration fee) OR the full amount can be issued as credit to be used on the cakeinabox.com.au at a later date

 

  • 24-48 hours from 9am the morning of delivery: A refund can be requested  (minus 30% of the purchase value as an administration & stocking fee) OR the full amount can be issued as credit to be used on the cakeinabox.com.au website at a later date

 

  • Less than 24 hours from 9am the morning of delivery: Unfortunately, a refund will not be possible at this late stage. Depending on a number of factors, including but not limited to whether your product has been made, a credit may be issued which can be used on the cakeinabox.com.au website at a later date. This will be decided by Cake In A Box management on a case by case basis.

 

A cancellation must be formally requested via email using our contact us form . We are unable to accept cancellation requests via Facebook, Instagram or Google messages.

What if I need to request a delivery time?

Due to the volume and complexity of orders being shipped, unfortunately this is not an option.

Can I track my order?

Sure can. You will receive tracking details via email or text message (SMS) on the morning of your delivery (or afternoon in the case of Same-day delivery).

If you haven’t received an email, please check your junk folder as tracking emails are occasionally filtered by email hosts.

If in the rare circumstance you simply did not receive any tracking details, please contact us using our contact us form

The customer takes full responsibility for supplying correct contact and delivery details including mobile, email and delivery address.

What is 'Authority to Leave' and what If my Cake In A Box cannot be delivered?

We endeavour to personally deliver your Cake In A Box to the intended recipient on every occasion; however there are circumstances that arise where the recipient is not present at the delivery address and/or is uncontactable. In these circumstances your order will be placed in a safe location at the delivery address with real time updates (photo / instructions/ time delivered) by our courier.

(This is why we use real-time GPS based tracking; so on the day you know exactly where your order is and when it will be delivered)

Note: Cakes are a perishable item and Cake In A Box cannot be held responsible if orders are left unattended.

If there is no safe place to leave the cake unattended the Cake In A Box, we will attempt to contact the customer and recipient to discuss options. If either party is uncontactable, the item will be marked as abandoned (as each order if made fresh to order each day) and a re-make / re-delivery fee will apply to have the order re-made and re-delivered on the next available delivery date.

Customers are encouraged to read our Terms and conditions

Can I have my Cake In A Box delivered to a restaurant / cafe?

Sure, however we strongly encourage customer’s to contact the restaurant / cafe to understand what their opening hours are and if arrangements can be made to leave the Cake In A Box order with them.

Due to the volume and complexity of orders each day, we cannot guarantee delivery times, rather we guarantee it will be delivered on the day selected between the hours of 8am-3pm.

If the restaurant / cafe is not open OR staff refuse to take receipt of the order we will attempt to contact the customer and recipient to discuss options. If either party is uncontactable, the item will be marked as abandoned (as each order if made fresh to order each day) and a re-make / re-delivery fee will apply to have the order re-made and re-delivered on the next available delivery date.

I've purchased add-ons, where will they be placed on my order?

Alcohol add-ons:

All Alcohol add-ons will be placed in a white sateen bag and attached to your Cake In A Box.

 

Acrylic Toppers, Numbers & Candles:

All acrylic toppers, numbers and candles are placed on the product itself except where a topper may be too large to be accomodated on the product within the product packaging, and in that case will be attached inside the packaging for safe transport.

 

Chocolate and Toys:

Chocolate and toy add-ons will be placed in a white sateen bag and attached to your Cake In A Box.

 

Balloons

All balloons come inflated and assembled on a stick/cup combo and attached to your Cake In A Box

Can I get writing or a message on the cake or cake board itself?

Due to the designs of our cakes, unfortunately we are unable to accomodate messages on the cake or cake board itself – we offer a free custom message label that accompanies the cake and is attached inside the cake box.

Whilst we do not offer a cake or board writing service, we have a number of acrylic toppers for sale as add-ons on each individual product page.

If you’re considering purchasing a ‘Create Your Cake’ with a custom image topper and want a message on the image itself, please note that you will need add the message to the image before uploading. If you’re unsure, or have questions then please email us using our contact us form.

General

How should I store my cake / cupcakes / florals?

How big are your cakes and other products?

Are your products nut-free?

We’re not a nut-free business.

Whilst our cake bases, buttercream and drips do not contain nuts as ingredients, they are made in a facility where ingredients containing nuts are also stored and prepared.

Nuts or traces of nuts may be present in our products.

Are your products suitable for someone adhering to a Halal or Vegetarian diet?

Yes – we DO NOT use alcohol in our cakes or cupcakes and the gelatin and emulsifier we use is soy (plant) based.

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