FAQ

We do provide our own delivery service. Here are the current guidelines for the delivery:

• The delivery Hours are divided into three periods, starting at 9am and ending at 8pm. Morning (9am-12pm), Afternoon (1pm-4pm) and Evening (6pm-8pm). For delivery outside this time please contact us directly.
• A specific delivery time could be requested in the Order Notes section before checking out, or you can contact us via email or phone at the time of ordering or as soon as possible afterwards.
• The cost of delivery is a flat fee pricing by zone. Place an item in your shopping cart at our online store and then the shipping fee will be determined by Checkout.
• The minimum order amount for delivery is $50.
• The Products ordered could only be delivered to the address you provided in the Ordering Form. Any delivery changes must be noticed by contacting us 48 hours in advance.
• If no one is available to receive the products at the delivery address provided, we will contact you to either confirm if you would like the product left in a safe place, or we will take the products back and retain them for 24 hours to either arrange for personal collection or redelivery the following day. An extra fee will be charged for redelivery.  
• We will not accept responsibility for any damage sustained to the cake once it has been delivered.

• At Ours Cake Studio, since everything is made fresh from scratch to order, we cannot ship the same day. All orders placed should be at least 2 days in advance. Customized cakes need 7 days’ prior notice.
• Once you place an order with us, you will receive an email confirmation that will include your order details as well as Ours Cake Studio’s Bank Account information, which you will need to complete your payment. This information will update as your order is prepared and eventually shipped. This order confirmation serves as an invoice.
• Your purchase order will not be accepted until we have received full payment for the products ordered.
• Cake orders are generally considered final once paid for and entered into our system but changes are allowed within 30mins of placing the order. Please call 02102532999 directly and we will help you to make the change to your order. Please note that the cost of your cake may increase if you change the cake size or type, etc.
• Cake orders can be cancelled within 30mins of placing the order and customers will be issued a full refund. However, there are no cancellations or refunds allowed within 3 days of the original delivery & pick-up date of the cake order. A refund will only be issued to the same credit card used to place your order.

Take care after collecting your sweet treats, and they will stay beautiful until the first bite.

• Cakes should be refrigerated to keep them stay fresh once collected and consumed within 2-3days.
• Use airtight containers if storing cakes to eat later, and refrigerate them to extend the freshness of the products.

• If you have any allergies, please check carefully with our Components & Allergens lists beneath each product descr
• Please note that while we take every precaution to avoid gluten, nuts or other allergens in our products if required, we work in the commercial kitchen and do not have segregated production lines, so we cannot guarantee that there are no allergen traces in our products. Please order at your own risk.
• If you have a serious allergy to one or more allergens that could cause a severe allergic reaction, the only way to be absolutely safe is to avoid consuming any of our products.

Cake size is determined by the number of servings required. However, there is a general guideline for our cake sizes:

6 Inch for 4-6 serves

8 Inch for 8-10 serves

10 Inch for 10-12 serves.

We do hope that you will be pleased with your purchase from our shop. However, since all of our cakes are handcrafted, mistakes are possible. If we made a mistake with your order (i.e. incorrect or incomplete orders), please notify us immediately via email or phone. We will do all we can to fix it.

• Please note that the refund will only be made to the original credit card or debit card account used by you to make the online purchase.

We are unable to issue refunds in the following situations:

• An incorrect or incomplete shipping address.
• Delivery problems beyond our control. (i.e. No one is present to collect the products at the shipping time & address; Weather related delivery issues)
• Any damage to the cake caused by recipients after it has been collected. (i.e. Badly cake transportation after collecting)
• Not satisfied with the taste. Since taste is a very personal and subjective experience, we cannot accept the return of any products simply because you do not like the taste.

If you have any further questions, please contact us via email or phone. 

Welcome all your warm feedback and suggestions.

PHONE: 0221541192

EMAIL: info@ourscakestudio.co.nz