Custom cakes and cake orders require a minimum of 7 days’ notice (being the time from when the deposit is paid), more notice may be required during the wedding season. Cake orders may be possible with less notice at certain times (eg. outside of wedding season) at the discretion of the General or Assistant Manager.
A deposit is required for orders over the value of $100, any form of customisation, and at the discretion of Heidelberg Cakes staff.
In store and online payments will attract a Card Surcharge. This rate is set by and paid directly to Square or WooCommerce. The card surcharge of 1.6% is the lowest surcharge rate and we often are charged a higher percentage by Square/WooCommerce.
A written or online quote is valid for 60 days only and is not an order, booking or guarantee of an order. An order is not booked until a deposit is paid and receipt of the deposit is confirmed in writing, in person or via phone. We do not provide custom quotes over the phone and do not accept orders over social media or via text message, or via the automated web email [email protected]
We require a 30% minimum deposit to book in an order. A deposit is required for any items not sold in our front display cabinet and/or over the value of $100 at the discretion of our staff.
We are happy to hold items sold in our front display cabinet (such as standard 7″ round cakes and 6-pack cupcakes), as well as any other items held at the discretion of staff without a deposit being paid: if our staff are unable to reach the customer on the phone number provided after a 24 hour hold or on the day the customer has requested collection, the customer will forfeit the cake hold and the product will be returned to the display cabinet to be sold.
The deposit of $50 or 30% (whichever is the lesser amount) is non-refundable, as is the Stripe/Woo-Commerce online web order processing fee.
When payment has been made via Bank Transfer, we require the remittance advice to be emailed to: [email protected]. Your payment must be confirmed by our staff via email to book an order. Your transaction must have the relevant information such as ‘Reference’ to allow our Accounts Manager to match your payment to your quote/order.
Full payment is required 14 days’ prior to weddings or 5 days’ prior to other events. Full payment is required before delivery. We do not accept cash on delivery.
We require a minimum of 7 days’ notice to cancel or modify an order. The non-refundable deposit is applicable to all cakes, regardless of how much notice is given or if the cake is being postponed instead of cancelled. Each case will be judged individually.
If any custom decorations have been ordered from our suppliers or made by our decorators, you will be required to pay for these. And this amount will be subtracted from the $50 non-refundable amount.
If given enough notice, we are happy to postpone your cake order (within 3 months of original postponement). The cost of any work already done – such as cake filled and decorated, any custom decorations already made or ordered will be deducted.
No Refunds or Exchanges for Change of Mind: We are unable to offer a refund or exchange if you change your mind, make an incorrect decision, did not follow the transport or serving directions of our staff members, or are dissatisfied with the taste of our products and cannot bring the product back into the showroom for our Executive Chef to inspect for fault. A credit note or similar is at the discretion of Management and if issues, is non-transferable.
Refunds or Exchanges for Faulty Goods: If the goods have a major fault (unsafe, inedible, visibly unrecognisable from what you ordered or cannot be easily fixed), the customer may select between a replacement or a refund, to be claimed within a reasonable amount of time. We must be contacted within a reasonable time and physical and/or photographic evidence must be provided. You must be able to return the product (or what is left of it) to prove the defect.
If the goods have a minor fault (misspelled name, dramatic colour difference) that can be fixed within a reasonable amount of time, the store is legally allowed to choose to offer to correct the decorating fault or a partial refund.
Heidelberg Cakes are recommended to be stored in the fridge (2-5 degrees celcius) and served at room temperature. If stored exclusively in the fridge, cakes (not added decorations including fresh fruit, edible images and sugar decorations) can last for 5 days. According to Food Standards Australis and New Zealand, perishable foods kept at room temperature (between 5 and 60 degrees celcius) for less than 2 hours can be safely returned to the fridge, After 2-4 hours, they must be eaten immediately and cannot be put back in the fridge.
Heidelberg Cakes cannot guarantee a 100% match to any fabric, paper, balloon, photo or similar item. Our staff will try to get as close as possible but cakes are handmade and small creative differences occur in cake decorating. Heidelberg Cakes can never explicitly agree to replicate a photo, recreate another cake or colour exactly.
Heidelberg Cakes reserves the right to cancel, at any time before delivery and for whatever reason, an Order that it has previously accepted. Heidelberg Cakes may do this for example, but without limitation, where:
- a) Heidelberg Cakes’s suppliers are unable to supply goods that they have previously promised to supply;
- b) an event beyond Heidelberg Cakes’ control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that Heidelberg Cakes is unable to supply the goods within a reasonable time;
- c) Goods ordered were subject to an error on the website or in-store, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted.
Google Review Reply conditions: Free standard 7” round cake to be claimed within 90 days from Reply and up to the value of $55. These benefits, including free items or discounts, are personal to the individual to whom they are issued and not transferable. They cannot be exchanged for cash or any other monetary value, either in whole or in part. These benefits cannot be sold or otherwise transferred to another person. Any attempt to transfer these benefits will be considered void and the original recipient will forfeit all benefits associated with them.
All orders are subject to these Terms and Conditions even if a deposit has not been paid.
You agree that by accessing the Site (www.heidelbergcakes.com.au) and/or placing and order and/or purchasing an item from Heidelberg Cakes, that you have read, understood and agree to be bound by all of these Terms and Conditions.
If you do not agree with these Terms and Conditions, then you are expressly prohibited from using the Site and you must discontinue use immediately.
Supplemental terms and conditions may be posted to the Site from time to time and these are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to the Terms and Conditions at any time and for any reason.
Our after-hours contact for emergencies only is James Schmidt 0417 808 729