Terms & Conditions

1. Orders and payment

These terms apply to retail cake orders placed with Sweettisserie Cake House and to our customer accounts and cake rewards programme. Please read the relevant terms before creating an account or paying for an order. Any additional terms for a custom order must be agreed before payment. Wholesale arrangements are agreed separately.

Full payment is required when placing an online order. Your order is confirmed when payment has been successfully received and an order confirmation has been issued. Please check the flavours, sizes, quantities, pickup date and contact details in your confirmation, and tell us promptly if anything is incorrect.

Prices are in Australian dollars. The total payable, including any applicable taxes, compulsory charges and cake rewards discount, is shown before you pay. We will not increase the price of a confirmed order unless you request and agree to a change.

You can mix flavours and sizes in your cart, with up to ten cakes in one online order. Contact us for larger quantities. Adding cakes to a cart, creating an account or opening checkout does not confirm an order or reserve a pickup date. Online payments are processed through the payment provider shown at checkout.

2. Customer accounts and order history

Creating an account is free and optional. You can continue to order as a guest. We use a code sent to your email to verify access; your first successful verification creates an account if you do not already have one. There is no account password or paid membership subscription.

Use an email address you control and provide accurate details. Keep sign-in codes private and sign out on shared devices. Contact us promptly if you suspect unauthorised access or lose access to your email. We may need to verify your identity before helping with account access or corrections. We do not make you automatically responsible for every unauthorised action on an account.

My account shows current and past orders linked to your account, pickup details, order status and cake rewards. Orders started while signed in stay linked to that account, even if a different email is provided when paying. Paid guest orders recorded in our current ordering system may also appear after you verify the same checkout email. Orders from a previous website, by phone or in store may not appear automatically.

Order history and rewards eligibility are different: seeing an older or guest order in your account does not make it a qualifying rewards purchase. Status updates and tokens may take a short time to appear while payment or shop updates are confirmed. Please keep your confirmation and contact us about missing or incorrect information. Changing a pickup date, cancelling a paid order or arranging a refund requires contact with the shop; viewing an order does not make those changes.

3. Earning tokens and using cake rewards

Cake rewards are our thank-you for ordering through your customer account. Once the programme is available, each eligible cake bought through our online checkout earns one token. You must be signed in when you start the order, and payment must be successfully confirmed. Tokens are counted per cake, regardless of size or flavour, rather than per order or per dollar spent.

After nine qualifying cakes, your tenth qualifying cake receives 20% off automatically at checkout. The discounted cake also earns a token, and ten tokens are used for that reward when payment is confirmed. The cycle repeats for your twentieth, thirtieth and following qualifying cakes. You do not need a discount code.

Cakes in the same basket count towards the threshold. If you have eight tokens and buy three cakes, one cake receives 20% off and one token remains towards the next reward after payment. An eligible order of ten cakes can earn and use its first reward in that order.

In a basket containing different cake prices, each available reward applies to one of the lowest-priced cakes. The discount is 20% of that cake's displayed price. The remaining cakes are charged at their displayed prices. Your discount and total are shown before payment; review them before continuing. A changed cart or adjusted token balance may require a new total to be confirmed.

Guest orders, orders placed before the programme became available, test orders, phone and in-store orders, and wholesale arrangements do not automatically earn tokens. Creating an account after placing an order does not add rewards retrospectively. If a genuine website error prevented an eligible reward, contact us with your order details so we can investigate and correct it.

Tokens remain with the account that earned them. They cannot be sold, transferred between accounts or exchanged for cash, and we do not currently impose an expiry date. The way any separate promotion interacts with cake rewards must be stated in that promotion before you order; there is no automatic entitlement to an additional promotional discount.

4. Unpaid checkouts and rewards after refunds

Only one rewards checkout can remain open for an account at a time. Complete it, resume it from its order page or use the option to cancel an unpaid checkout before starting another. This helps prevent a reward being used twice. If payment may already be processing, we need to confirm its status before releasing the checkout. Leaving the payment page does not by itself confirm a cancellation or a failed payment.

Unpaid, failed and expired checkouts earn no tokens. Cancelling an unpaid checkout does not cancel a paid cake order. For a paid order, the changes and cancellations policy below applies. A full refund removes the tokens earned from that purchase and restores any reward it used.

For a partial refund, the order's tokens are temporarily held while we confirm which cakes the customer is keeping and whether any discounted cake was returned. We then adjust the tokens and any reward used to match that outcome. A goodwill price adjustment can leave the tokens for cakes kept in place. A later refund may require another review. A disputed payment cannot fund rewards while unresolved or if the dispute is decided against the shop; a favourable outcome restores eligible tokens, subject to any refund adjustment.

If a refunded purchase helped earn a reward already used on another order, your balance may fall below zero. Future cake purchases offset that adjustment before another reward becomes available. This is an adjustment to reward progress, not a cash debt, and we will not charge your payment method to recover it.

A refund for a discounted cake is based on the amount actually paid for that cake, with the related reward adjusted as described above. Rewards do not replace a refund or other remedy required by law. We will not reduce a statutory refund by the value of a reward used on a different order, or require you to accept tokens instead of money you are entitled to receive.

5. Fair use and changes to cake rewards

Please use your account and rewards honestly. Do not access another person's account, submit false information, claim a purchase more than once or deliberately exploit a website error. Contact us if your balance looks wrong; we will explain any correction and give you an opportunity to query it. Duplicate or mistaken credits do not create an extra entitlement.

We may temporarily restrict account access or a disputed reward where reasonably necessary to investigate suspected misuse, protect account security or meet a legal obligation. Any restriction will be proportionate to the concern. We will explain the reason and how to seek a review unless doing so would compromise security or breach the law. A restriction does not remove your rights relating to paid orders or justify taking away unrelated, properly earned rewards.

If we change or end the programme, we will give affected members clear, reasonable advance notice through the website and their registered email, explaining the effective date and treatment of existing tokens. We will provide a genuine opportunity to use earned benefits on the existing basis, or agree a fair alternative, before a change reduces those benefits. Confirmed order prices and statutory rights remain protected.

You can stop using your account at any time. Contact us if you want to close it or discuss personal information we hold. We will explain any effect on unredeemed tokens before an agreed closure. Closing an account does not cancel a paid order or remove a right to a refund or other remedy.

6. Account information and communications

We use your name, email, order and pickup contact details, purchase history and rewards records to operate your account, prepare orders, provide customer support and administer cake rewards. We also use sign-in and security information, such as device or network details, to help protect account access and prevent misuse.

Our website uses cookies to keep you signed in and recognise an order confirmation, and browser storage to remember your cart on that device. Blocking these may affect those features. Payment details are handled by our payment provider; our cake ordering system does not store your full card number or security code.

We use service providers for website hosting, payments and email delivery, including Cloudflare, Stripe, PayPal where selected, and Resend for the customer account and rewards checkout. They receive the information needed for those services, and processing may occur outside Australia. Contact us if you would like information about how your details are handled, or to request access, correction or account closure. We may need to retain some records for orders, legal obligations or dispute resolution.

Creating an account does not automatically subscribe you to marketing. Sign-in codes, order messages and necessary account or rewards notices are service communications. Any optional marketing must have its own appropriate permission and a way to opt out; a marketing choice does not take away rewards you have properly earned.

Our Privacy Policy explains how we handle customer information and how to request access, a correction or account closure.

7. Preparation time and pickup dates

Please allow at least three calendar days from the processing date. Orders paid before 12 noon Sydney time are processed that day. Orders paid at or after 12 noon are processed the following day. Sydney time includes daylight saving when applicable.

Choose from the available pickup dates at checkout. These dates allow time to complete payment near the cutoff. The pickup date in your confirmed order is the date we agree to have your cakes ready. All cakes in one online order share the same pickup date.

Online orders are for collection from our Sutherland shop. We do not offer delivery through the online checkout. Pickup is during our published opening hours: Monday to Friday, 9am to 5pm, and Saturday, 9am to 3pm. We are closed on Sundays. Any special hours advised when you order apply to that collection.

8. Handmade cakes and serving guides

We prepare our honey cakes by hand, so small differences in finish, colour and decoration are part of the process. Photos show the style of our cakes; they do not promise an identical appearance. Your cake must still match its description and any specific details we have agreed with you.

Serving estimates depend on how the cake is cut. Our guide is eight slices for an 8 inch cake, 10 to 12 slices for a 9 inch cake, and 14 to 28 slices for an 11 inch cake. Please contact us before ordering if you need help choosing a size.

We will seek your agreement before making a material substitution, such as changing the ordered flavour. If we cannot supply the agreed cake and you do not accept an alternative, we will refund the affected item.

9. Ingredients and allergies

Our recipes use ingredients such as wheat containing gluten, eggs, milk and walnuts, depending on the flavour. This is not a complete allergen list. Please ask us for current ingredient and allergen information before ordering, including when buying for someone else.

Allergens may be handled in shared preparation areas, and cross contact can occur. We do not guarantee that a cake is free from traces of other allergens. Please tell us about any allergy or dietary requirement so we can explain whether we can meet it. A flavour name alone is not an allergen guide. This information does not limit our food safety obligations or your legal rights.

10. Changes and cancellations

Please contact us as early as possible if you need to change a flavour, size, quantity or pickup date. Changes depend on availability and how far preparation has progressed. We will explain any price difference or unavoidable extra cost before you decide. A change takes effect once we have agreed and confirmed it in writing.

For a change of mind cancellation, we will provide a full refund if preparation has not started and we have not incurred costs specifically for your order. If work has started or costs have been committed, we may deduct only reasonable, documented costs that we cannot recover, such as completed preparation and ingredients or decorations that cannot be reused.

We will take reasonable steps to reduce those costs, account for any amounts recovered through reuse or resale, explain any deduction and refund the balance. A deduction will never exceed the amount paid for the cancelled items. The calculation is based on when we receive your cancellation request, not when we finish responding to it.

This cancellation policy applies when you change your mind. It does not apply to a refund or other remedy you are entitled to because we have failed to meet our obligations or your rights under Australian Consumer Law.

11. Collecting your order

Please bring your order confirmation or order number. You may arrange for someone else to collect on your behalf; please give them the order details and any cake care instructions. If you are running late, call us before closing so we can discuss what is possible.

Our cakes are perishable. Collection on another day is available only if we agree and the cake remains safe and suitable. We may need to dispose of a cake that cannot safely be held. If your order was ready as agreed but is not collected, any amount retained will be assessed using the reasonable unrecoverable costs approach in the cancellation policy.

12. Transport and storage

Keep your cake level and supported during transport, away from direct sunlight and heat. Travel directly to your destination, use suitable chilled transport for longer trips and refrigerate promptly at 5 degrees Celsius or below.

Follow the storage and use by instructions supplied with your cake. Time spent out of refrigeration is cumulative, including transport and display. Contact us if you need advice for your event; please do not assume that returning a cake to the fridge resets its safe storage time.

We are not responsible for damage or deterioration caused solely by unsuitable handling or storage after collection. This does not exclude responsibility for a problem already present when we supplied the cake or caused by our own actions.

13. If something is wrong

Please contact us as soon as reasonably possible if your cake appears incorrect, damaged or otherwise unsatisfactory. Early notice helps us assess a perishable product and respond. We do not impose a fixed complaint deadline that takes away your statutory rights.

Provide your order details or another reasonable proof of purchase, a description of the issue and photos if available. If safe, keep the remaining cake refrigerated while we advise whether an inspection or return is needed. Do not eat a cake you believe is unsafe. If it has been discarded for safety reasons, tell us what happened and provide any evidence you have.

We may reasonably assess a complaint before deciding the appropriate remedy. Original packaging is not essential, and we will consider the circumstances if the cake cannot be returned. We will reimburse reasonable return costs where required by law.

We do not offer returns after collection simply because you change your mind. Where a refund is due, we will process it promptly through the original payment method unless otherwise agreed. Bank processing times can vary. We will not deduct an administration or processing fee from a refund required under consumer law.

14. Your consumer rights

Nothing in these terms removes or restricts rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable law.

If a cake has a major failure under Australian Consumer Law, you may choose a refund or replacement. Other remedies, including compensation for reasonably foreseeable loss, may also be available. For a minor failure, we will provide a remedy within a reasonable time as required by law. The appropriate response takes account of the nature of the problem and the fact that the product is perishable.

If we cannot fulfil your confirmed order as agreed, we will contact you promptly. You may accept an alternative or receive a refund for what we cannot supply. We will not require you to accept store credit instead of a refund you are entitled to. Other statutory rights remain available.

15. Contact and updates to these terms

For order changes, cancellations or concerns, please call 0434 483 486. We will confirm agreed changes and cancellation outcomes in writing.

Sweettisserie Cake House Shop 1 & 2 / 838-842 Old Princes Highway Sutherland NSW 2232 sweettisseriecakehouse.com.au

The version of these terms provided when you place your order applies to that order. Later updates apply to new orders and do not change an existing order agreement without your consent. Changes affecting an existing account or earned rewards are subject to the notice and protection provisions above. These terms are governed by the laws of New South Wales and applicable Australian law, without limiting rights you have under mandatory consumer protection laws.