FAQ

Have a question?

If you haven’t got the answer you need from below, please email us at heysugar@cupcakeshop.com.au.

We usually respond to emails within 72 hours during business hours on working days.

How do I order a cake?

We currently accept set cake orders online only.  Click here to make an order.

We require a minimum of 3 business days’ notice, collection date can be selected at checkout.

If date selected not showing available, we are booked out.

The date I require is not allowing me to make a booking, how do I order?

If the date required is not showing, this date has already been booked out or doesn’t fall within the 3-business day notice period.

What if I need to change my order?

We understand that plans can change.  If you need to change the date or details of your order, please send us an email with your name, contact number and order number – subject heading please use -ORDER CHANGE as description. Please check over your order prior to completing checkout, if your order requires changes or cancellations, please note that there is a $15 administration fee.  We do not accept changes to your order within 72 hours of collection date. Order email – Heysugar@cupcakeshop.com.au

When can I pick up my order?

We are open from Tuesday to Saturday.  We don’t have pick ups available on the days we are closed.

Can I order a custom cake?

Unfortunately, custom options aren’t available through the website, only from the options selection.

We do however offer custom cakes which are available to be quoted individually, via email and in store.

How do I approve my design, and will changes affect the price?

We’d love to bring your cake ideas to life! For website orders, please check your selected colours, flavour, layers, add-ons and any wording before checkout. For bespoke cakes quoted by email or in store, please confirm these details in writing, including the exact spelling of any text. Frosted Kitchen will request final confirmation of the agreed design and price before work begins.

Inspiration pictures help us understand the look you love. Every bespoke cake is handmade, so colours, finishes and decorative details may vary naturally rather than match a picture exactly.

Later changes may attract the existing AUD $15 administration fee and a price adjustment for changes to the design, layers or add-ons. We’ll confirm any revised price with you before proceeding. Our minimum three-business-day ordering notice still applies, and we cannot accept changes within 72 hours of collection. Please use the order-change email instructions above to request a change.

Do you offer wedding cakes?

Yes! Just email us at admin@cupcakeshop.com.au with your date required, if you require venue delivery, photos of inspiration, serves required.  Please note that we only deliver to local surrounding areas of our store.

Returns & Refunds:

All food items are made by hand and fresh to order. Food safety and hygiene methods are in place as the appropriate conditions as per the Food Act 2006 & Food Safety Standards.  Handover of products is in perfect condition, once our products have left the store, we take no responsibility of the aftercare of our baked goods. Food products have a NO returns policy.

Do you deliver?

We currently don’t offer delivery, Pick up from in store only.