All the flex you need: Cake Creations by Kate COVID-19 changes and cancellations

To give you greater peace of mind when booking your next cake, we’ve extended our Flexible Baking policy until 31st December 2021.
We know flexibility is more important than ever. That’s why we’re offering unlimited changes and waiving the change fee, and providing the option to postpone or cancel your order and opt for a credit gift card with no cancellation fee, provided you adhere to our minimum notice*.

 

Minimum notice required for changes or cancellations?

We operate with a minimum notice period which is dependant on the product you've ordered from us. Please review the table below to determine based on your individual order, the minimum notice period we require to be able to change or cancel your order. Please note, in situations where the Victorian Government enforces a lockdown and your order is within the minimum notice period, we will permit a change or cancellation without fee provided that you notify us via email within 12 hours of the press release annoucement from the state government.

Product

Minimum Notice Period Required

Cupcakes

2 days

Macarons

2 days

Biscuits

6 days

Cakes

7 days

Cakes with Custom Toppers

10 days

Any product not listed

2 days

What are my options if I need to make changes?

Providing you are not within the minimum notice period as per above, you have three options:

1. Postpone your order until further notice. You can then reach out to our team at a later date when you know the date you'd like your order for. This is great for customers that want the same order at a later date and saves you from having to go through the re-ordering process again.

2. Cancel your order and receive a gift card equal to the amount you've paid. You'll receive the gift card via email or sms (or both if you're lucky!). You can add the gift card into your apple wallet or simply save the unique code as it will be needed to redeem the voucher either in-store or online (enter during checkout). Valid for 3 years and able to be used over multiple transactions. Best of all, if you lose it, we can re-send it anytime!

3. Cancel your order and request a refund less our cancellation fee. As per our terms and conditions, Cake Creations by Kate will retain a cancellation fee of fifty percent (50%) of your order total. This is to cover: admin costs incurred to administer your order, cost of goods including payments made in advance to suppliers, the cost of losing sales which may have been taken for your scheduled pickup/delivery date, staff wages and additional costs incurred with the production of your order. If your order contains a pre-payment, the pre-payment will be applied to cover the fifty percent (50%) order cancellation fee. Any balance will be paid to you via the method you originally paid us.

 

How to change or cancel my order?

Contact our team via email: [email protected]

Be sure to include your order number starting with CCBK and your contact details. If you don't receive a reply within 48 hours, please call our store on 03 9395 9656 during business hours. It is your responsiblity as a customer to ensure any changes or cancellations have been confirmed by our team in writing.

 

*Change or cancel to a credit gift card without a fee. Changes must be made prior to order pickup or delivery date; refer to table regarding minimum notice required. Cancellations with refund to other forms of payment will incur a fee as per terms and conditions.

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