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Delivery Policy
1. Delivery Hours:
We offer delivery services during one time slot each day:
– First Run: 1 PM to Finish
We try to delivery to you as early as possible, but there is no guarantee for arriving time due to traffic reason.
2. Delivery Coverage:
We currently provide selected areas delivery services from our cake shop located in Melbourne CBD, Carlton and Oakleigh. Please note that delivery availability may vary depending on the distance from our shop.
3. Delivery Charges:
We offer low cost delivery, please check the delivery cost by using our shipping calculator.
4. Ordering Cut-off Times:
To ensure timely delivery, please place your orders at least 2 hours before the desired delivery time. Orders received after the cut-off time will be scheduled for the next available delivery slot.
5. Delivery Tracking:
Our delivery team will make every effort to deliver your order within the specified time frame. For real-time updates on your delivery status, you can reach out to our customer support team by email orders@icake.com.au or live chat at the bottom right corner.
6. Delivery Confirmation:
Once your order is out for delivery, you will receive a notification and an estimated time of arrival. Our delivery personnel will make every effort to reach you at the provided delivery address. In case of any issues, we will contact you on the provided phone number.
7. Delivery Address:
Please ensure that the delivery address provided during the checkout process is accurate and up-to-date. We cannot be held responsible for any delivery issues arising from incorrect or incomplete address details.
8. Delivery Rejection/Refusal:
Our delivery personnel are committed to delivering your order with care and ensuring its quality. However, if you find any issues with your order upon delivery, please contact our customer support team immediately for assistance. We reserve the right to decline or refuse delivery to any location deemed unsafe or unsuitable.
9. Redelivery Policy:
In case of unsuccessful delivery attempts due to customer unavailability or incorrect address details, our delivery team will attempt redelivery based on availability. Additional charges may apply for redelivery attempts.
10. Weather and Traffic Conditions:
Please note that unforeseen weather conditions or heavy traffic may impact delivery times. We appreciate your understanding during such situations.
11. Delivery costs are not refundable due to customer reason or change of mind.
We hope this delivery policy helps clarify the terms and conditions for your cake shop’s delivery services. Feel free to customise it according to your shop’s specific needs and communicate it clearly to your customers through your website, social media, or printed materials. Happy cake delivering!
Custom Cake Orders, Changes, Cancellations and Refunds
- Minimum order time. Custom cake orders must be submitted at least 48 hours before the requested pickup or delivery time, measured in Melbourne local time. All customised designs and orders are subject to production capacity and final confirmation by iCake. More notice may be required for complex designs, large orders or special materials.
- Urgent requests. An order submitted with less than 48 hours’ notice is an urgent request and may proceed only if iCake expressly accepts it. If iCake has taken payment but does not accept or cannot fulfil the request, iCake will provide a full refund.
- Customer details and changes. Customers must check the date, store, pickup or delivery time, size, flavour, inscription, colours, design instructions and contact details before payment. Requested changes are not confirmed until iCake accepts them. Changes may affect the price, completion time and final appearance. Once preparation or production has started, some changes may no longer be possible.
- Cancellation by iCake. If iCake cannot fulfil a confirmed order because the requested design cannot be safely or technically produced, production capacity is full, required materials are unavailable and no suitable alternative is accepted, or for another reason within iCake’s control, iCake will cancel the affected order and provide a full refund of the amount paid for the unfulfilled order.
- Customer-related cancellation. Customer-related reasons include changing your mind after purchase; providing an incorrect date, time, store, contact detail or design instruction; failing to provide requested information or approval in time; or requesting a change that iCake cannot reasonably accommodate after the original order was accepted. Where iCake approves a refund for a customer-related cancellation, a 5% cancellation and administration fee will be deducted from the refund.
- Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. The 5% fee does not apply to any refund or other remedy iCake is required to provide by law.
- Refund method and timing. Approved refunds will be returned using the original payment method unless otherwise agreed. iCake will process the refund within a reasonable time; the time for funds to appear after processing may depend on the customer’s bank or payment provider.
Please contact iCake as soon as possible if you need to request a change, cancellation or remedy. Include your order number, a description of the request or issue and clear supporting photos where reasonably possible.
