Terms and Conditions
By ordering from The Cupcake Room (ABN 60 194 432 932), you agree to the following Terms & Conditions:
Payment is needed to confirm online, telephone and electronic orders. Until payment is received your order cannot be guaranteed. For orders booked via an invoice, pro forma payment recommended. We reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice will be treated as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.
Deliveries are hand delivered on the date specified in your order. Deliveries are hand delivered by courier or by the staff of The Cupcake Room. Please ensure the delivery date is correct in your order confirmation email and that someone is available at the delivery address on that day. If there is no one available to receive the cupcakes or cookies, our delivery agent will do their best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.). We generally can’t keep hold of your order for re-delivery, and they will be left at the delivery address. If we are delivering to a business address or somewhere with a mailroom, reception or something similar, we accept no liability for the treatment or mishandling of your order once the delivery has been signed for or dropped off. Our couriers are trained in the correct handling of cupcakes or cookies and will pass this information on to any mailroom workers. Once the delivery has been signed for or dropped off, we accept no liability for the subsequent handling of your order.
There may be occasions when the delivery arrives later than the advertised time, possibly affected by weather conditions, traffic/accidents, issues with the driver's vehicle, etc. If the delivery is late, please contact us to discuss a refund of the delivery cost if the order has been successfully delivered. If the order was not delivered, we can arrange a redelivery at an agreed date and time or a refund of the order and delivery cost.
If arranging collection from our store, please ensure the items are handled with care. Once the cakes, cupcakes or cookies have left our store, we accept no liability for any damage that occurs in transit. If using your own courier, any issues should be handled directly with the courier you have chosen to use.
Refunds and Returns
All our cakes, cupcakes and cookies have been baked to order, and we do not accept returns. Refunds, credit notes or a replacement order to the same value will only be given if you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cupcakes upon arrival, you must contact us within 24 hours of receipt and supply a picture of the damaged goods. The Cupcake Room will not accept liability for any complaints made after this time.
Images of your order
We may photograph products from your order and use those images for our website, blog, advertising, Instagram and Facebook pages. You may at the time of ordering request that we do not use pictures of your order, or that we provide you with a picture of your order.
Changing or cancelling your order
If you need to change the date, change details or cancel your order, please contact us as far in advance as possible. Orders cancelled seven days or more before the delivery/pick-up date will receive a full refund on the order total. Those cancelled within 3-6 days of delivery/pick-up date will be entitled to a 50% refund, and those cancelled within 48 hours of the delivery/pick-up date are not entitled to a refund (although refunds and credit notes may still be provided at The Cupcake Room’ discretion).
COVID UPDATE: With the uncertainty of the Coronavirus restrictions, any orders can be put on hold up to one business day prior to pick-up or delivery. If you would like to cancel your order, please note that as per our standard terms, those cancelled within 3-6 days of delivery/pick-up date will be entitled to a 50% refund, and those cancelled within 48 hours of the delivery/pick-up date are not entitled to a refund. This is needed to cover costs associated to your order such as allocation of staff resources and any work already done on your order.
All alcohol on this website is to be delivered as a genuine gift to an adult person and does not exceed 2L. The gift is packaged and presented in such a manner that it is taken to be a gift. Please ensure that the recipient of an order which includes alcohol is aged over 18 years and is available to receive the delivery.