TERMS AND CONDITIONS AS OF 2026
Custom cakes and cake orders require a minimum of 7 days’ notice (being the time from when the deposit is paid). However, more notice may be required during the wedding season (September to April). Cake orders may be possible with less notice at certain times (eg. outside of wedding season) or at the discretion of Heidelberg Cakes staff.
A deposit is required for orders over the value of $100, any form of customisation, fresh cream cakes and at the discretion of Heidelberg Cakes staff.
We do not provide custom quotes over the phone and do not accept orders over social media or via text message, or via the automated / unmanned web email [email protected]
A written or online enquiry / email quote is valid for 60 days only and is not an order, booking or guarantee of an order/booking. A phone estimate does not count as an official quote an the price may change once a decorator views an image or completes an email or in-store quote.
An order for any item not stocked in our front display cabinet is not booked until a deposit is paid and receipt of the deposit is confirmed in writing, in person or via phone.
We require a 30% – 50% minimum deposit to book in an order in-store or via email, at the discretion of our staff.
Website shop orders are a click and collect service and must be paid in full at the time of ordering. Cake orders for delivery must be paid in full 7 days’ prior to delivery date. Wedding cake order for delivery or collection must be paid in full 2 weeks (14 days’) prior to delivery or collection.
We are happy to hold items sold in our front display cabinet (such as standard 7″ round cakes and 6-pack cupcakes), as well as any other items held at the discretion of staff without a deposit being paid: if our staff are unable to reach the customer on the phone number provided after a 24 hour hold or on the day the customer has requested collection, the customer will forfeit the cake hold and the product will be returned to the display cabinet to be sold. A note will be made on the customer file for no-shows.
The deposit of $50 or 50% (whichever is the lesser amount) is non-refundable, as is the Stripe/Woo-Commerce online web order processing fee.
When payment has been made via Bank Transfer, we require the remittance advice to be emailed to: [email protected]. Your payment must be confirmed by our staff via email to book an order. Your transaction must have the relevant information such as ‘Reference’ to allow our Accounts Manager to match your payment to your quote/order. If you have not emailed us your proof of payment your payment may not of been confirmed or recorded by our decorators. All emails or hard-copies containing our bank transfer information state that the email confirmation / screenshot and reply from staff is required for us to process a bank transfer payment.
Full payment is required 14 days’ prior to weddings or 5 days’ prior to other events. Full payment is required before delivery. We do not accept cash on delivery.
We require a minimum of 7 days’ notice to cancel or modify a standard (non-wedding and not a corporate cake) order, or 14 days for a corporate or wedding cake order.
The non-refundable deposit is applicable to all cakes, regardless of how much notice is given or if the cake is being postponed instead of cancelled. Each case will be judged individually.
Modifications may incur additional costs and these charges will be costed at the current prices as of the date of modification. Ordering an online design in store may attract an additional cost for the one-on-one decorator consultation and customisations to an online design.
If any custom decorations have been ordered from our suppliers or made by our decorators prior to cancellation, you will be required to pay for these. And this amount will be subtracted from the $50 non-refundable amount.
If given enough notice (minimum 7 days), we are willing to postpone your original cake order for a reasonable time (within 3 months of original postponement). If you change the event and design, the cost of any work already completed or ordered from our suppliers – such as any custom decorations already made or ordered will be deducted and any new decorations will be repriced. If less than 7 days’ notice is given, the additional cost of any baked and/or filled and/or decorated items will be non-refundable.
By placing an in-store or online order, the client acknowledges that the custom cake/edible product you purchase may contain non-edible elements used for structural stability, transport safety, or aesthetic decoration. Such items are not safe for human consumption and must be removed entirely before cutting and serving the cake to guests.
Non-edible items may include but is not limited to: Wooden/Plastic Dowels, Cake Boards/Plates, Floral Wire & Tape, Artificial or Gumpaste flowers with/without wires, Inedible Fresh Flowers, Plastic/Acrylic/Wooden/Card Topper, Toothpicks or Skewers, Rhinestones, Diamantes, Jewellery, Foam Balls on Wires, Ribbons and Decorative Bands
The customer agrees to the following terms:
- Removal: The client or their designated caterer/venue staff assumes full responsibility for ensuring all checked items above are completely removed from the cake prior to cutting and serving.
- Notification: The client agrees to inform whoever is cutting the cake about the presence of these inedible items
- Liability Release: Heidelberg Cakes is not responsible or legally liable for any physical injuries, illness, choking incident, or dental damage (including broken teeth, damaged dental work, or orthodontic issues) resulting from the consumption of any inedible structural or decorative elements and/or misuse or improper cutting of the cake by the client, venue staff, or guests.
By placing an online, phone or in-store order, the client that they have read, understood, and agreed to the terms of this waiver and accept full responsibility for notifying the individuals cutting and serving the cake about the presence of inedible items.
No Refunds or Exchanges for Change of Mind: We are unable to offer a refund or exchange if you change your mind, make an incorrect decision, did not follow the transport or serving directions of our staff members, or are dissatisfied with the taste of our products and cannot bring the product back into the showroom for our Executive Chef to inspect for fault within 3 days. A credit note or similar is at the discretion of Management and if issued, is non-transferable and valid for 3 months.
This Return/ Refund policy does not apply to: items that you have purchased on sale or at discounted prices.
All cake orders are prepared according to the details agreed upon and confirmed in writing between the customer and Heidelberg Cakes. Customers are responsible for carefully reviewing all quotes, order summaries and written confirmations, including cake flavours, colours, decorations, design details, writing messages, sizes and quantities. And discrepancies, omissions or misunderstandings must be brought to our attention and resolved in writing prior to the commencement of production.
Where a quote or order confirmation has been provided an subsequently restated or reconfirmed at a later date, customers are expected to review the details and notify us of any missing or incorrect or unclear information before the order is finalised and deposit paid. If an omission or misunderstanding is not identified and communicated before production or collection/delivery, we will generally consider the order to have been prepared with the last written confirmation accepted as true and correct by the customer.
Customers are encouraged to inspect their cake at the time of collection and raise any visible concerns or discrepancies with our staff before leaving the premises.
Any concerns regarding the cake, including colour, design, decoration or other agreed specifications, should be brought to our attention as soon as reasonable possible.
Once a cake has been collected, responsibility for its transport, handling and storage transfers to the customer.
Refunds or Exchanges for Faulty Goods: If the goods have a major fault (unsafe, inedible, visibly unrecognisable from what you ordered or cannot be easily fixed), the customer may select between a replacement or a refund, to be claimed within a reasonable amount of time. We must be contacted within a reasonable time and physical and/or photographic evidence must be provided. You must be able to return the product (or what is left of it) to prove the defect.
If the goods have a minor fault (misspelled name or date, dramatic colour or flavour difference) that can be fixed within a reasonable amount of time, the store is legally allowed to choose to offer to correct the decorating fault or offer a partial refund.
Heidelberg Cakes are recommended to be stored in the fridge (2-5 degrees Celcius) and served at room temperature (exception: fruit cake without perishable decorations). If stored exclusively in the fridge, cakes (not including added decorations including fresh fruit, edible images and sugar decorations) can last for 5 days. According to Food Standards Australis and New Zealand, perishable foods kept at room temperature (between 5 and 60 degrees celcius) for less than 2 hours can be safely returned to the fridge, After 2-4 hours, they must be eaten immediately and cannot be put back in the fridge. Buttercream will melt at 30 degrees celcius.
Heidelberg Cakes cannot guarantee a 100% match to any colour, fabric, paper, balloon, photo or similar item. Our staff will try to get as close as possible but cakes are handmade and small creative differences occur in cake decorating. Heidelberg Cakes can never explicitly agree to replicate a photo, recreate another cake or colour exactly.
Heidelberg Cakes reserves the right to cancel, at any time before delivery and for whatever reason, an Order that it has previously accepted. Heidelberg Cakes may do this for example, but without limitation, where:
- a) Heidelberg Cakes’s suppliers are unable to supply goods that they have previously promised to supply;
- b) an event beyond Heidelberg Cakes’ control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that Heidelberg Cakes is unable to supply the goods within a reasonable time;
- c) Goods ordered were subject to an error on the website or in-store, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted.
Google Review Reply conditions: Free standard 7” round cake to be claimed within 90 days from Reply and up to the value of $55. These benefits, including free items or discounts, are personal to the individual to whom they are issued and not transferable. They cannot be exchanged for cash or any other monetary value, either in whole or in part. These benefits cannot be sold or otherwise transferred to another person. Any attempt to transfer these benefits will be considered void and the original recipient will forfeit all benefits associated with them.
All orders are subject to these Terms and Conditions even if a deposit has not been paid.
You agree that by accessing the Site (www.heidelbergcakes.com.au) and/or placing and order and/or purchasing an item from Heidelberg Cakes, that you have read, understood and agree to be bound by all of these Terms and Conditions.
Nothing in these term limits or excludes any rights a customer may have under Australian Consumer Law.
If you do not agree with these Terms and Conditions, then you are expressly prohibited from using the Site and you must discontinue use immediately.
Supplemental terms and conditions may be posted to the Site from time to time and these are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to the Terms and Conditions at any time and for any reason.
All refunds for orders placed at www.heidelbergcakes.com.au are credited back to the original payment method using the original card or payment service used. Refunds for web orders will be processed within 15 business days after the refund is confirmed.
Refunds are for the cost of the merchandise only and do not include delivery charges – unless we have confirmed certain circumstances.
Our after-hours contact for emergencies only is James Schmidt 0417 808 729