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FAQ

Frequently Asked Questions

Orders

Can I add items to my online order?
If you’ve forgotten something, reply to your confirmation email with the items you’d like added. We’ll email you a payment link.

  • If your order has already been packed, we cannot add items.

  • Adding items may delay dispatch.

  • Bulky/heavy additions may increase postage costs.

  • We cannot guarantee add-ons due to the fast pick/pack process.

When will my order be ready for pickup?
Pickup orders are ready approximately 2–3 hours after ordering.
You will be notified via email or text when your order is ready for collection.

There is a mistake with my online order — what do I do?

  1. Take a photo of the entire order (invoice, products, packaging).

  2. Email orders@cakerswarehouse.com.au with photos and a detailed description.

  3. We will investigate (packing footage & stock movements) and respond.

Shipping & Delivery

How long does postage take?

  • Orders placed before 11am are dispatched the same day.

  • Cakers ensures the fastest possible packing & delivery.

  • For full details, see our Shipping page

What time will my item be delivered?

  • Once your order is collected by the courier, we cannot determine delivery times.

  • Your shipping confirmation email includes courier details and a tracking number.

  • Please contact the courier directly for delivery updates.

My parcel hasn’t arrived — what do I do?

  • Check your shipping confirmation email for tracking details.

  • Contact the courier directly as the first step.

  • We cannot make courier enquiries on your behalf.

  • If further assistance is required, email orders@cakerswarehouse.com.au with your order number and message.

Do you post internationally?
Yes.

  • We ship worldwide.

  • Shipping cost is based on order weight & location and is automatically calculated at checkout.

  • All orders include tracking.

  • See our Shipping page for details.

Payments

What payments do you accept?
Our secure gateway accepts:

  • Major credit cards (via Stripe)

  • ZipPay

  • PayPal

To reduce errors, we do not accept payments over the phone.
If you’re having checkout issues, call (02) 4256 9285 or email orders@cakerswarehouse.com.au

Accounts & Trade

Do you offer wholesale or trade accounts?
Yes.

  • Trade Accounts (ABN holders): Apply online here.  Please create an account first.

  • Wholesale (B2B): For resellers, email admin@cakerswarehouse.com.au with your business details.

Products & Stock

What is the Best Before date on my item?

  • If you require long dates, request this in your order notes.

  • We will contact you if extended dates are unavailable.

  • Stock with 2+ months shelf life is considered acceptable.

How long does a custom cake topper take?

  • Generic designs: 2 business day.

  • Custom designs: choose urgency — 2 days, 5 days, or 7 days.

  • Toppers are excluded from same-day delivery.

When will an item be back in stock?

  • We order frequently from suppliers.

  • Use the “Notify Me When Back In Stock” link on the product page to receive an automated email when available.

Classes & Store Info

Do you offer classes?
Yes! Our Classes page lists all current classes, which vary in skill level, price, duration, and design. Bookings can be made online.

Are you open to the public?
Yes. All retail stores are open to the public.
See our Contact page for trading hours.

Returns & Cancellations

Can I cancel my shipping order?

  • Orders can be cancelled before dispatch for a full refund.

  • Once packing begins, a 10% restocking fee applies.

  • Cancelling a custom topper after a draft is sent incurs a 10% design fee.

Can I cancel my store pickup order?

  • Orders can be cancelled before collection for a full refund.

  • Orders not collected within 30 days will incur a 10% restocking fee.

  • Cancelling a custom topper after a draft is sent incurs a 10% design fee.

Can I return an item?

  • Returns for exchange or refund are accepted within 10 days of purchase.

  • Exclusions: sale items, food items, seasonal items, custom-made or made-to-order items.

  • Return postage is at the customer’s expense (unless item is faulty or incorrect).