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Store Policies

All orders are Pick Up In Store only.

Custom cake payment and order policy

Once we have finalized your cake order details you will be sent an invoice via email to pay for your cake order. This is generated through Square.

  1. You must pay for your cake order in FULL at least 14 days prior to the pick-up date in order to book in and secure your order.
  2. The date of your final payment is the final date for any changes of size, style or flavors of the cake. Any changes requested after this date cannot be guaranteed and may be subject to additional charges.
  3. Delivery and setup is depending on the location of the venue and will be stipulated in the final price. This is a service for Custom cakes larger than 2 tiers.
  4. We are not responsible for any damage to the cake after setup is complete. You are responsible for providing an appropriate and secure table and environment for the cake(s). Cakes are heavy and require a sturdy table, and optimal room temperature of 23 degrees Celsius or below.
  5. If flowers are provided by an outside source, we will place them for an additional fee. You acknowledge that fresh flowers are not a food product, and may contain pesticides, insects, dirt, or other contaminants.
  6. If you or your representative elects to pick up and set up the cake, you assume all liability and responsibility for the condition of the cake once it leaves our store.
  7. On occasion we will photograph our cakes and we reserve the right to use any photographs for display or promotion without compensation to you.
  8. Our products may contain or come into contact with milk, wheat, nuts, soy, and other allergens. You agree to notify your guests of this risk and hold us harmless for allergic reactions.
  9. Performance of this agreement is contingent upon our ability to complete the Agreement and is subject to labour disputes or strikes, accidents, Acts of God, and other causes beyond our control.

Cancellation Policy

  • Cancellations 7 days or less from pick up date will result in NO refund and NO credit issued.
  • Cancellations 8-13 days before pick up result in 50% refund or credit.
Cancellations 14 days or more from pick up date result in full refund or credit.


Refund Policy 

  • Please note that any requested refunds or cake complaints will be dealt with on a case by case basis.

  • Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders.

  • Once you or a designated party has picked up an order and signed for it, our terms, conditions and refund policy is considered "accepted" – we will ask to make sure that everything is correct such as the design, spelling, etc.
    * In case of deliveries customers are asked to thoroughly read their invoice as this is the form we use to complete your cake design. We ask you ensure all information is correct; design, sizes, servings, delivery location & time, names, spelling, cake toppers and so on.
    Refunds requested due to decorating style, writing, colour shade, or general design will not be honored after signing for your cake. In some instances you may bring the cake back in for design adjustments but this is an additional charge if the cake has been signed for. This will only be possible if we have a cake decorator on site upon collection.

  • All products are the responsibility of the customer once it leaves our store. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport and store your cake upon pick up. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with refund policies stated below.

  • Cake flavour and texture is subjective to personal taste and preferences. Full refunds requested due to flavour or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavour or texture is determined to not meet our standards. Cakes must be brought back to us within a timely manner, preferably within 24 hours of pick up/delivery - please email us promptly to let us know of any issues. Quality determination is solely at the discretion of Cocoa Spice Cakery. Please understand that we cannot issue refunds for cakes that have already been completely eaten.
    *Store credit percentages are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours. 

 

Privacy Policy

Cocoa Spice Cakery is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including by email, by phone, via our website www.cocoaspicecakery.com.au. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

For the primary purpose for which it was obtained

For a secondary purpose that is directly related to the primary purpose

With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

Third parties where you consent to the use or disclosure; and

Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Cocoa Spice Cakery will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us at:

Cocoa Spice Cakery

3/110 Bulcock St, Caloundra Q 4551

cocoaspicecakery@gmail.com

(07) 5327 3848