Cancellation policy

Online Order Cancellations

If you need to cancel an online order for an appropriate reason, a 20% cancellation fee will apply to cover administration, payment processing and other costs associated with the order.

The 20% cancellation fee is not transferable to another order.

If an online cake order is cancelled within 5 days of the event or collection date, we do not offer a refund. Instead, a gift card or store credit may be provided for use on a future online purchase.

Once an order has been started, it cannot be cancelled.

Changing Your Online Order Date

If you need to change your collection date, please contact us in writing as soon as possible. If the order has been started the date change may not be possible.

Any new date will be subject to availability.

Variations From Pictured Designs

Please understand that cakes are handmade and may not be an exact replica of a reference image.

We may not always be able to replicate a particular technique, product, decoration or colour exactly as shown in a photograph.

Variations may occur in:

• Colours
• Decorations
• Piping
• Flowers
• Textures
• Finishing details
• Proportions

We will always aim to achieve the overall look and feel of the agreed design.

Fresh Flowers

Fresh flowers are seasonal and availability can change. We will do our best to source flowers that suit your requested colour palette and design; however, we cannot guarantee a specific flower variety.

If a particular flower is unavailable, we may substitute it with a suitable alternative.

Allergens & Dietary Requirements

Loveit Cakes takes allergies and dietary requirements seriously and will always do our best to accommodate them where possible.

However, Loveit Cakes is not an allergen-free kitchen.

We regularly work with ingredients including nuts, peanuts, dairy, eggs, gluten, wheat and soy, and our products are prepared using shared equipment and surfaces.

For this reason, we cannot guarantee that any product is completely free from traces of allergens or suitable for someone with a severe or life-threatening allergy.

Dietary Requirements

We offer some products that may be suitable for dietary requirements such as gluten-free, dairy-free or vegan. These products are made using appropriate ingredients for the specific product, but are still prepared in our shared kitchen where other allergens are present.

Please advise us of any allergies or dietary requirements before placing your order so we can confirm whether we are able to accommodate your needs.

If you have a severe or life-threatening allergy, please contact us before ordering so we can discuss your requirements and determine whether we can safely provide a suitable product.

We reserve the right to decline an order where we feel we cannot safely meet a customer's dietary or allergy requirements.

Please do not assume a product is suitable for your dietary requirements based on its name or description alone. If you have any concerns, please speak to our team before ordering.

Cake Damage

We take great care when constructing and preparing our cakes. Cakes are internally supported where required and prepared to be as stable as possible for transport.

Cake Collection

Once your cake has been collected, responsibility for the cake transfers to you.

We recommend transporting your cake:

• On a flat, level surface
• In the boot or on the floor of an air-conditioned vehicle
• Away from direct sunlight
  
• Without placing other items around or on top of the cake

Please drive carefully and avoid sudden braking, sharp turns and excessive movement.

Loveit Cakes is not responsible for damage that occurs after the cake has been collected.

If we are able to repair damage after collection, an additional repair fee will apply.

Collection times 

Your cake will be available for collection on the date and within the collection time agreed at the time of booking.

Please make sure you arrive within your allocated collection time and date.

If you are running late or are unable to collect your cake at the agreed date and time, please contact us as soon as possible. Please do not assume that someone will be available to assist you outside of your scheduled collection time.

Late Collection

If you are running late, we will do our best to accommodate you where possible. However, depending on our opening hours and other commitments, we may not be able to extend the collection time.

If you are significantly late and we are required to remain at the shop specifically for your collection, an additional late collection fee may apply.

If we are unable to remain at the shop you will have to collect the cake at our next available date.

If you are unable to collect your cake during the agreed collection window, you may nominate another person to collect it on your behalf. Please ensure they are aware of our cake transportation and care instructions.

We cannot guarantee that a staff member will be available outside our normal collection hours. If an after-hours collection is agreed to, additional fees may apply depending on the circumstances.

Cakes will not be left unattended outside the shop for collection.

Uncollected Cakes

If a cake is not collected on the agreed date and we have not heard from you, we will make reasonable attempts to contact you.

We cannot guarantee that we will be able to store an uncollected cake beyond the original collection date. This is particularly important for cakes that require refrigeration or have fresh cream, fruit, flowers or other perishable decorations.

If we are able to store your cake for a later collection, additional storage or handling fees may apply.

Loveit Cakes is not responsible for the condition or quality of a cake where the customer has failed to collect it within the agreed collection time or has not followed our storage instructions.

Please remember that cakes are perishable products and are made specifically for your event date. An uncollected cake cannot necessarily be resold or used for another order.

Cake Delivery

For cakes delivered to a venue, Loveit Cakes will safely deliver and position the cake in the agreed location.

Once the cake has been delivered and left in the care of the venue or customer, Loveit Cakes is no longer responsible for any damage that may subsequently occur.

If an emergency repair or call-out is requested and we are available to assist, we will do our best to restore the cake. An additional fee will apply for this service.

Cake Storage & Display

Correct storage is essential to maintain the appearance and quality of your cake.

Fondant Cakes

Fondant (rolled icing) cakes should not be stored in the refrigerator unless specifically advised by our team.

Store in a cool, dry place away from direct sunlight and heat.

Ganache Cakes

Ganache cakes can generally be stored in a cool, dry place unless otherwise advised by our team.

Buttercream Cakes

Buttercream cakes should be stored in the refrigerator inside their cake box until they are ready to be displayed or served.

Cake Display

Cakes should always be protected from direct sunlight, rain, heat and other environmental elements.

Incorrect storage or display can cause:

• Fading
• Colour bleeding
• Cracking
• Melting
• Condensation
• Damage to decorations

Loveit Cakes cannot be held responsible for damage caused by incorrect storage or display.

A cake care and cutting guide will be provided with your order where applicable.

Agreement to Our Terms

By placing an order or proceeding with payment, you confirm that you have read, understood and agreed to Loveit Cakes' Terms & Conditions.

These Terms & Conditions apply to all custom and online orders unless otherwise agreed in writing by Loveit Cakes.