FAQs
CHANGES TO YOUR ORDER
For any alterations to your cake or event date, a minimum of 48 hours' notice is essential. Large or diet-specific cakes may require additional time, so we encourage you to contact us as early as possible. This ensures that we can effectively accommodate your request and mitigate the risk of any potential disappointment.
REFUNDS/CANCELLATIONS
There will be a 10% charge for any refunds or cancellations that have been confirmed and paid for. This covers our website fees and the time already spent processing your order. A minimum of 48 hours notice is required. Postponements or date changes will not incur this charge.
COLLECTION/DELIVERY INFO
We offer Auckland-wide delivery (Monday - Friday), and we're open for collection 7 days a week from our Ponsonby Road store. All cakes are securely boxed for minimal movement during transit. If you are collecting your cake, it will need to travel fast and cool. Ideally in the front footwell with the air conditioning on, or in the boot, where it is snug. Towels or clothing will be ideal to gently wedge it in place. The last collection time is strictly 4.30 p.m.
COURIERS
We use a courier who specialises in delivering cakes and flowers. They take the utmost care to get your cake to you intact and on time. But the occasional issue does happen, and we will look at each issue on a case-by-case basis. Ultimately, we will not be held responsible for late or damaged cakes if you choose the courier option, as traffic is often out of anyone's control!
WEDDING/TIERED CAKES
These can be collected from our store or delivered to your event by us personally. Please see the above information for all collections.
**Unless we deliver your cake personally, we are not responsible for any damage caused once your cake has left our premises.**
ALTERNATIVE FLOUR BLEND - NAG
Our NAG - No added gluten blend Contains: Brown rice flour, buckwheat flour, white rice flour, tapioca, coconut flour, coconut cream powder, xanthum gum, and cornflour.
FRESH FLOWERS
Our flowers are grown semi-organically and are spray-free. Hence, they may contain some small bugs on the odd occasion. These are very clean and healthy bugs, and we do our very best to rinse and remove them all, but some do sneak past us! So if the idea of an unwanted guest on your cake isn't your thing, please don't choose the 'Flowers and Mini Macarons' topping option.
STORAGE
For optimal freshness, it's important to store our cakes away from direct sunlight in a cool environment, such as the refrigerator. If you choose to refrigerate the cake, we recommend taking it out and allowing it to return to room temperature for 1-2 hours before serving. Cakes consumed directly from the fridge may appear firm, as butter-based products tend to set at cooler temperatures. This ensures a delightful texture and enhances your overall cake experience.
DESIGNS
Feel free to share your inspirations by emailing them to us at orders@cakeandco.co.nz. While we draw inspiration from other designers' cakes, please note that we do not directly replicate them. Each custom cake we create varies slightly based on factors like size, toppers, and colors. While we strive to capture the essence of your provided images, we ensure that every cake is distinctive and crafted to the best of our ability.
FONDANT CAKES
While we don't use fondant to cover our cakes, we specialize in crafting hand-molded characters and decorations to bring your cake's theme to life. Please note that these bespoke creations require a minimum of 5 days to properly dry. To secure your desired design, we recommend booking in advance. Your early reservation ensures we have sufficient time to meticulously craft and deliver the perfect, personalized cake for your special occasion!
TOPPERS
You can now order personalised, scriptive 3D toppers made especially for you! These take a minimum of 1 week from when payment is received and must accompany an ordered cake by us! We offer a range of colour options, and these range from $17.50 to $40, depending on size and the characters used. We also carry a good selection of acrylic toppers and candles to add to your cakes in the event that you miss the cutoff for ordering.
DIETARY REQUIREMENTS
We have a small kitchen where all of our cakes are made and decorated. We use nuts, eggs, gluten, dairy, and other allergens.
For special diets, please make sure you select the correct option when ordering and let us know in advance.
We take extra special care with all dietary requirements, but there is always a chance of cross-contamination.
CAKE TASTINGS/CONSULTATIONS
We would love the opportunity to discuss your upcoming wedding or event and how you would like your cake to look and taste! Bookings can be made Tuesday through Saturday between 11.30 a.m. and 2.30 p.m. Consultations generally take around 30 minutes, and we ask that you bring any ideas, visions, and image references along with you to share with us on the day!
CLASSES
Our classes cater to small groups and involve a highly interactive, hands-on experience. Once you have booked and paid for your chosen date, refunds are not available in the event of your inability to attend. However, you have the option to send someone else in your place (provided they are 15 years of age or older), or we will make efforts to fill your spot on the waiting list if we can. Please get in touch with us as soon as possible to avoid disappointment!
TROUBLESHOOTING
We strive diligently to ensure every cake meets your expectations. However, we acknowledge that occasional human errors may occur. If your cake falls short of your expectations, please reach out to us promptly. For significant issues, we may require photos or the return of the cake.
If you have specific preferences not listed on our menu or any other inquiries, we encourage you to contact us before placing your order. We are here to address your concerns and ensure your experience with our cakes is as delightful as possible.
