Terms and Conditions

 1. Ordering and Confirmation: 

- Minimum lead times for orders are stated below:

Orders up to $100: at least 3 days’ notice

Orders between $100 and $250: at least 7 days’ notice

Orders $250 and above: at least 14 days’ notice

Orders placed with less than the required lead time will only be accepted with the discretion of the Business Owner.

- A deposit amount will be specified at the time of making the order. Your order is not confirmed until the deposit has been paid. If the deposit remains unpaid 72 hours prior to the order date, the order will be cancelled. 

- The remaining amount must be paid prior to the pickup of the order. 

2. Customization Requests: 

Sugar Queen’s Cakery specialises in custom cakes, cupcakes and cookies. This includes: flavours within the given range for any product, colours, and designs. Sugar Queen’s Cakery will work with you to create a design that works best for your event and intended theme. However, we do not undertake orders that are a direct copy of someone else’s design. We also do not include any human or animal characters on our designs.

3. Dietary requirements: 

All bakes sold by Sugar Queens Cakery are 100% halal. In addition to this, customers can also request that cakes and cupcakes be vegan and dairy free. While all recipes do not contain nuts and we are able to make gluten free cakes and cupcakes, we cannot guarantee an allergen free final product due to being made in a kitchen that also processes gluten and nuts. 

4. Changes and Cancellations: Customers can modify their order including increasing/decreasing the number of products up to the required lead time in Point 1. Any modification to an order might incur additional charges. After the required lead time has elapsed, customers may request design changes, but no increases or decreases will be accommodated. Orders cancelled prior to the required lead time will be refunded in full. Orders cancelled after that will be refunded less the required deposit. 

5. Delivery and Pickup: Orders can be picked up from Melton or delivered to your home. If you opt for pick-up, please ensure you mention your desired pickup time and date. Please wait until your order is marked “Ready for Pickup” before attempting pick up. Orders can only be picked up after 5pm on Weekdays or on Weekends. Delivery orders carry an extra charge, depending on the distance. Delivery is only available within Greater Melbourne. 

6. Storage and Shelf Life: All cakes orders will come with a care card, providing guidance on how best to store your baked good in order to extend its shelf life. Orders that require refrigeration will be marked as such. Please consume your order within the marked “Best Before” timeframe. 

7. Customer Responsibility: When providing your order, please be as specific and accurate as possible. Responsibility will not be taken by the business in the event that the order is not to your liking if the design requirements are not clearly communicated. Please ensure you pick up your order within the stated timeframe. There are additional fees for delay in picking up orders. For delivery orders, please ensure someone is available to receive the order. In the event that no one is available to receive the order and it is left unattended, a picture will be sent showing the location it has been left at. Responsibility will not be borne by the business in the event of damage to the order. 

Satisfaction Policy

At Sugar Queen's Cakery, we strive to ensure that every customer is delighted with their custom-made order. If, for any reason, you are unsatisfied with your product, we encourage you to reach out to us so we can address your concerns promptly.

Terms of Satisfaction

Customers may lodge a complaint within 3 days of picking up their order if they are unsatisfied with the product.

Process for Lodging a Complaint

If you are unsatisfied with your order, please contact our customer service team within 3 days of pickup. You can reach us via email at sugarqueens-cakery@outlook.com. Please provide your order details and reason for dissatisfaction, and we will work with you to resolve the issue.

Resolution

Once your complaint is received, our team will investigate the matter and work to find a satisfactory resolution. This may include offering a replacement product or a partial refund, depending on the circumstances.

We value your feedback and are committed to ensuring your satisfaction with every order from Sugar Queen's Cakery.