Terms and Conditions
We can't wait to make you something delicious!!
We like to keep everything simple and make sure your cake experience (like your celebration!) goes without a hitch - we also like to keep things very transparent (more like jelly than cake) so you know what we're about.
We're all humans here (yep, everyone on the team!) and we know that budgets can change/things come up/global pandemics occur/kids change minds and so on. These Ts & Cs are here to keep you (the eater) safe, as well as allow us to keep our ovens running and our team baking! so we can keep bringing you the delicious treats you love.
The fine print as they say, but sweeter.
If you have any concerns or questions, or need anything clarified - please don't hesitate to get in touch.
By confirming your order with us, you are agreeing to the below terms and conditions.
Some updates that changed as a result of the COVID experience:
DEPOSITS
Deposits are non refundable, no exception.
As soon as you give the go-ahead on your order, and been issued a deposit invoice, time has already been spent - and a space has been held for you in the calendar (Likely at the expense of other orders). In some cases, your deposit may be transferable to a new date within 6 months of the original booking, but this is entirely at our discretion, and fees to transfer may apply. If your new date is OUTSIDE 6 months from the original date, we will need to re-quote your orderCANCELLATION
In the event of a cancelled order, your deposit is non-refundable. If your order is cancelled with more than 30 days notice, no other charges apply
If your event is cancelled with 17-30 days notice, a cancellation fee of $50 may apply depending on circumstance
If your event is cancelled within 17 days, no refund of any kind is available. You would be best to collect your cake and enjoy it (or it will be disposed of or donated)
If you are cancelling due to COVID or similar time-restricted event - If your cakes have already been baked - we are able to keep them frozen for up to 4 weeks. If your new date is within those 4 weeks (and we have availability for it) your order resumes as normal. If your new date is LATER than 4 weeks, new cakes will need to be baked for your new date, and there will be a charge for this. The unused cakes will either be disposed of - or you're welcome to collect and enjoy them.
To give you some understanding of how our business works, and why we've put these rules in place:
- Parts of your order are started as soon as you pay your deposit (staff time creating your invoice and logging your order, any stock we need to order in including toppers, floral orders, special tools, boards). The next stage is started when you make final payment 17 days before your order (our wholesale ingredients are ordered based on your cake requirements, icings, fillings, fresh ingredients, and our staff are scheduled accordingly). Our cakes are all frozen for a minimum period of 24-48 hours because this vastly improves their texture (mud cakes), they then need a few days to rest and develop their full flavour before being enjoyed - that means at minimum, we need 3-5 days prep time before your cake is ready to go. Depending on your week (whether it's after a long weekend, a mid-week event, etc) your cakes will either have been baked at the end of the previous week to your order, or on the Monday in order to allow for this time frame. Tuesdays (at the latest) we make all your decorations, figurines, sugar flowers. Wednesday your cakes are levelled filled, iced and stacked, and Thursday Friday we put everything together. This means - if you cancel on a Monday, your cakes are already baked and safely tucked up in the freezer. If you cancel Tuesday - your decorations are all already made, and if you cancel Wednesday - everything for your order is already ready (and your cakes can now not be returned to the freezer.)
We are a business - supporting four families - and these rules are in place to protect us, our time, and our product. If you have any concerns before booking your order, don't hesitate to get in touch first and discuss them.
Invoicing and payment
• A 20% non refundable deposit is due within 2 days of invoicing and is required to confirm your order. The remaining 80% must be paid no later than 17 days prior to your order being ready. If you fail to make final payment your order will be cancelled, and/or a late fee may apply
• 20% deposits for all orders are non refundable, no exception. For weddings placing a standard $100 booking fee before confirming the cost of their order, this $100 fee is non refundable. If your order is postponed as a result of Covid-19 (and with plenty of notice) we may allow this deposit to be transferred to your new date, but this is entirely at our discretion, and fees may apply.
• If we allow you to carry over your deposit to a new date, you will only be able to use that deposit towards an order of the same or greater value. If you choose to get a smaller order, you will still need to pay the full original quote.
• We DO NOT ALLOW early payments, or partial payments. If you choose to make full payment on your cake before you have been invoiced, an admin fee will apply, and you waive your right to a) make any change to your invoice (including flavours - if you have not yet chosen, we will choose for you) and b) receive a full or partial refund or any kind - or for any reason. If you make partial payments or set up a payment plan without consent from us - any and all payment(s) made are non refundable, and an admin fee will be added to your final invoice.
• If making a last minute order (within two weeks) full payment must be made immediately to confirm, either via Paypal or with proof of payment from bank transfer. Once you have given the go ahead (verbally, or via email) to book in the order, you are liable for the entire value if the order is cancelled.
• All payment made on last minute cakes (within two weeks) is non refundable.
• As a standard rule, no orders are eligible for part or full refund without just cause. Full payment is due 17 days before your order - by which time money and time has already been spent on your order, and will need to be taken into account. If there is an issue with your cake that was our fault (something that happened in our hands, as opposed to it being damaged/altered in your care) it will need to be returned to us untouched on the same day it was collected so that we have the opportunity to fix the issue. Please note that if the damage occurred in your care or as a result of your actions, you can still get in touch to let us know, and if we have the availability to repair it for you we will do so at cost.
• Any cancellation within 17 days of an order is non refundable.
• A standard $100 cancellation fee applies for orders that have been invoiced and held space in the calendar for longer than 3 days.
• A $100 late fee applies for final payments that are late. If you are unable to make your payment by the due date please get in touch with us early so we can make a plan, or late fee will be automatically applied.
• Orders can be UPSIZED after an invoice has been issued (provided we have the availability!) but they cannot be DOWNSIZED unless exceptional circumstances. If we do allow you to downsize your order, your new order must be no less than 80% the size/value of your original quote, and a fee of $50 will apply to process this. Once you have been invoiced and paid your deposit - you are agreeing to the size and value of the order detailed in your invoice - at which time we have also staffed your week according to the work load and hours available, AND have possibly turned down other orders to fit yours.
If you no longer need a cake the size in your invoice, you may be entitled to use the value of the invoice differently (ie - a smaller cake, but add on fresh flowers) but the value total will still apply.
• Tasting boxes and cake bowls are not eligible for refund once purchased
Cakes
• We take no responsibility for any damage that may occur to your order once it is in your possession. All our cakes have been constructed as soundly and securely as possible, and we will do our best to make you aware of how to make any minor fixes and/or how to transport and store it safely. Should an accident occur, we may be able to help for a fee, and depending on time availability.
• Due to the nature of the Stiletto Studio kitchen we cannot guarantee that your cake will not come into contact with nuts, milk products, or any other allergens. If you have a specific allergy, please advise us in advance.
• Whilst every care is taken to ensure your final product is exactly what you expected, sometimes due to weather, available product & time allowed, minor changes may be made. Should this happen, we will try our best to notify you in advance if it means a significant change. By paying your deposit and agreeing to your cake, you are allowing us creative licence in creating the best looking cake we can provide for you under the circumstances.
• If you are unhappy with your cake please get in touch with us as soon as possible. Please note that there are no refunds for change of mind, and no partial or full refunds will be issued unless the product is returned in its original state, and within a time frame that has allowed us to try and remedy the situation first.
• Should the worst occur and your cake artist is too unwell or unavailable to make your cake at the last minute, you will be fully refunded and/or we will endeavour to find another cake artist to take over your order if need be.
• You are purchasing a creative product, and no two products will EVER be identical. We aren't mind readers, so we try to be as clear and visual as we can with the use of photos, descriptions, and sketches if warranted. What you read on your invoice (and reference photos we have provided) is what we will be making. It is your responsibility to ensure that what is written on your invoice is correct, and the description/photos we have provided align with what you have envisioned.
Classes
• Classes may be cancelled if less than the minimum number of students are available. We will try to give as much notice as possible.
• If your class is cancelled, the value paid for the class can be transferred to an alternative date, or used towards an alternative class. If no alternative date or class can be provided by us within a time frame of 3 months, you are entitled to a refund.
• If you cancel a class within 2 weeks of the date, you are not entitled to a refund. You are welcome to find someone else to take your spot, and we will also re-advertise the spot if time allows. If someone purchases your space in the class (either through you or through us) we will refund you.
• All classes must be paid in full to confirm booking.
• If you are no longer able to attend a class and can only notify us at the last minute, you are entitled to a refund only if you or we are able to find someone to take your place.
• Any private event bookings including classes and tastings are not eligible for a refund. If you are unable to make your tasting event you are entitled to change to an alternative date provided a minimum of one weeks notice is given.
Parties
A minimum spend applies for parties. If your guest numbers drop, this minimum spend will still apply.
Parties cancelled with less than 17 days notice are not eligible for a refund
Please note that for parties of children under the age of 15, an adult is required to remain at the studio for the duration of the party. For parties of children under the age of 8, we recommend two adults
