Cake Mail is owned and operated by Sugar High Australia Pty Ltd (ACN: 612 912 848). By accessing, browsing/using or making a purchase on this website, you agree to the conditions and terms stated.
Cake Mail may amend these terms and conditions at their own discretion with amendments becoming effective immediately.
It is critical that these terms & conditions are read and understood before placing your order with Cake Mail.
CHANGES TO ORDERS
Cake Mail will accept any changes to addresses, delivery dates, messages and products, if Cake Mail is provided with 24 hours notice via email (firstname.lastname@example.org), prior to the delivery date scheduled.
If 24 hours notice is not provided, Cake Mails reserves the right to refuse any change requests.
Whilst on route to delivery, no changes can be made to any of the order information.
If on the day of delivery, we are supplied with incorrect shipping information or the customer wishes to make any changes, the order will not be delivered on the same day the change is made and will be sent out on the following delivery date. If in any case, the customer does not want a redelivery, the customer will receive no refund to their order.
CANCELLATIONS AND REFUNDS
Orders can be cancelled and a full refund will be issued, if Cake Mail is provided with 48 hours notice via email (email@example.com), prior to the delivery date scheduled.
If an order is requested to be cancelled within the 48 hour period, we are happy to offer a full credit note to use within 12 months. The customer will receive the full refund less the fee.
Under any circumstances, orders CANNOT be cancelled 24 hours prior to delivery or during the delivery.
When a refund has been processed, it may take between 1-10 business days for the money to successfully process into your account.
Cake Mail delivers to Sydney, Melbourne, Brisbane & Gold Coast as well as selected surrounding suburbs. Some suburbs are excluded from our deliveries based on radius from our kitchen.
We offer same day delivery for orders placed before 10:30am Mon-Fri. Next day delivery is available for Saturday delivery for all orders placed before 2pm Friday. This is subject to change if sold out prior.
Cake Mail offers a flat-rate $10 delivery fee, payable in addition to the cost of your products and is charged at check-out.
Deliveries regularly take place between Monday to Friday at 12:30pm to 5.30pm on the day selected. Saturday deliveries regularly take place between 8:00am-2:00pm. We are unable to specify an exact time for delivery as all delivery drivers must follow a specific route to deliver all cakes by the times listed above. We are unable to prioritise any delivery addresses under any circumstances.
Whilst every effort is made to adhere to the above delivery schedule, we use both internal and external couriers for all our deliveries, and occasionally situations arise which are out of our control resulting in delays to the time frames listed above.
We cannot accept responsibility for these unfortunate events, but assure you that every effort is made to ensure your order arrives on time and in perfect condition.
No refunds will be made if your order is delivered outside of these delivery times as they are simply a guide.
If the recipient is unable to accept a delivery at the specified address, if it is safe to do so, the order may be left at the door at the discretion of the driver. Please note, we will not be responsible for any ‘melted’ or ‘infested’ products as it is the customers responsibility to attend to the cake within the time listed above.
If there is nowhere safe to leave the cake or the driver can not access the delivery address, the number registered with the order will be contacted. If the customer does not answer after one attempt or the contact number is incorrect, the cake will be returned to Cake Mail kitchen and a re-delivery fee of $10 will apply.
If the delivery address supplied by the customer is incorrect or insufficient details are provided, Cake Mail does not accept any responsibility for any incorrect deliveries. It is the obligation of the customer to supply accurate information when processing the order.
If a company name is not stated on the order and it is going to a company, the item is at risk of being incorrectly delivered. Cake Mail will not take any responsibility for this as it is the customers responsibility to ensure sufficient delivery details are provided.
Please note: By choosing to deliver to businesses/schools, you inherit the risk of it not being delivered after the opening times and before the closing times. We cannot accommodate deliveries of businesses or schools.
We reserve the right to substitute cake flavours and decorations on our cakes, subject to stock availability. All cakes are handmade which means slight imperfections and variations can occur. Please note, the proportion of the decorations may change on larger sized cakes.
If you submit an image to our website (cakemail.com.au) when purchasing a Selfie Cake, you share the rights of the image with Cake Mail. Cake Mail does not take any responsibility for the content on any images uploaded to the website.
Cake Mail uses the submitted images as uploaded with size cropping adjustments if not uploaded as a square image, your image will not be edited with a white background.
PLEASE NOTE: Once you have uploaded your photo to your order, no other photo changes can be made. If it is more than 24hrs notice, please submit a new order with the new photo and will cancel/refund the existing order.
We have worked hard with our amazing bakers and cake decorators to create cakes that are delicious at first bite and best consumed when stored in a cool, dry place. If you refrigerate your cake and consume your cake right away, this will cause the cake to harden and dry out.
If you wish to consume your cake the day following delivery, please refrigerate your cake overnight in our packaging and let it sit in a cool, dry place away from direct sunlight 5-6 hours prior to consumption.
If you have ordered a Selfie Cake, do not refrigerate this cake UNDER ANY CIRCUMSTANCE as the edible image will bubble and cause the edible ink to leak.
Cake Mail cannot take any responsibility for any damages of cakes that have been delivered successfully by our employees. Any damages that have been caused when handling or transporting the cake are at the fault of the customer and will not be refunded/credited.
Any alcohol featured on our cakes are designed to be delivered as a genuine gift to a person. The gift is packaged and presented in such a manner that it is taken to be a gift.
The gift can only be delivered to another adult who is not the purchaser. For all gifts with alcohol included, please ensure that the recipient is aged over 18 years and is available to receive the delivery.
Due to the changes of COVID-19, we have introduced Contactless Delivery to ensure the safety of all our customers and staff. With contactless delivery, it is the customer's responsibility to keep updated (using the tracking link sent via email) and ensure there is no spoilage from long period external exposure. Our delivery drivers are not permitted to enter any properties to ensure the safety of all customers and staff.
Cake Mail implemented new processes in our kitchen/order fulfilment warehouse delays of delivery past 5:30pm may occur.
Some items and packaging delays may result in substitution of other products to ensure that we can still operate during these difficult times. Unfortunately, no refunds/credits will be issued for substitutions of these items.