Happy to help

CUSTOMER CARE

If talking to a real-life human is more your thing, you can reach our Customer Care Team via email info@cakersparadise.com.au or hop on the chat in the bottom right corner.

How can we help?

FAQ

Domestic Shipping Costs & Timeframes

For international shipping, please see further below

Do you offer local pick up?

Yes we do! We are online store only though, so you’d need to place your order on our website.

If you’d like to pick up your items from our Southport, Gold Coast warehouse just choose “pick up” in the checkout.

Pick ups are available Monday-Thursday 9am-3pm.

We don't offer pick ups on Fridays, weekends and public holidays.

How much will I have to pay for Shipping?

Standard shipping is $10

FREE DELIVERY FOR ORDERS OVER $99*

*To be able to receive the free shipping, you must spend $99 after any discounts or coupons are entered on the website. Free shipping orders will be sent via standard shipping.

*All orders over 5kg will, be exempt from the free shipping, and bulky goods shipping rate will be charged.

We do also offer Express Shipping in case you need your items urgently – please find more information below.

Do you offer Express Shipping?

Yes we do! We offer flat rate express shipping.

Express shipping (up to 5kg parcels) $25

*Please note: Orders that are eligible for free shipping, will be shipped via Standard Shipping. To be able to receive your items via Express Shipping, the full Express Shipping fee must be paid.

Do you offer Free Shipping?

Yes we do! All orders over $99 will be shipped for free!*

*Please note: Orders that are eligible for free shipping, will be shipped via Standard Shipping. To be able to receive your items via Express Shipping, the full Express Shipping fee must be paid.

*Bulky goods surcharge

All orders 5kg and over will, be exempt from the free shipping, and bulky goods shipping rate will be charged. Also some of the larger items, might have bulky goods shipping added to them, in which case it is stated so, under the product description.

Can I upgrade my shipping to Express after ordering?

If your order has not yet been packed, then it can be upgraded to express. Please call us and we will check this for you.

You will need to pay the difference between standard and express mail before your order is sent out. We do this by sending you a PayPal request. Once it has been paid your order will be shipped. Please note that your order dispatch may be delayed.

How quickly do you ship my order?

We understand that quick delivery is of major importance, and we do our best to post orders placed and paid before 11:00AM QLD time (Mon-Fri) on the same day. Excludes weekend and public holidays. All other orders are posted 1 business day after payment clears. Please note that same day dispatch is the day we post your order and not the day your order will be delivered.

When will I receive my order?

As a guideline, the approximate postal delivery time for standard post is between 3-7 business days (longer if outside of the metropolitan area). For express shipping the approximate delivery time is 1-3 business days (longer if outside of the metropolitan area).

Please note, all orders are posted from Gold Coast via Australia Post and delivery times will depend on shipping method and where you reside. We cannot guarantee delivery days, dates or times. Once your order is dispatched from our store, we have no control of external issues that may arise. We will not be liable for any late deliveries but will always do our best to help where possible. Please order your items well before they are needed to avoid any issues that may arise.

Am I able to add an item to my order?

If you have forgotten an item and would like to add to your order, please call us straight away and we will help organise this. If it is outside of business hours, please leave a voicemail message and we will get back to you as soon as possible.

- If your order has already been packed, we cannot add to your order.

- Adding to your order may delay your package's dispatch time.

My parcel is delayed, is there something I can do?

Unfortunately, at this time, some orders are being delayed due to flight shortages and a backlog of orders with the postal carriers. Most orders are delivered within a few days of their delay notice.

You may contact the carrier personally to enquire as to the whereabouts of your parcel. If it has been delayed for a lengthy amount of time, please get into contact with us via email detailing the issue and we will assist.

There is a mistake in my order, or something has been broken, what should I do?

We would like to get this sorted for you as soon as possible. When you notice the error, please send an email to info@cakersparadise.com.au and include the following information.

- A picture of your whole order including packaging and the packing slip.

- If an item is broken or faulty, an up-close image of the fault.

- Order number.

- Details regarding what is missing/what has been broken.

We will get back to you with a solution once we have investigated the matter.

Do you offer Insurance for my order?

If you require extra cover/insurance, please email us at info@cakersparadise.com.auas all shipping options below are not insured. We will not be liable for lost/stolen orders & re delivery fees.

Do you offer International Shipping (outside Australia)?

Yes we do! Please find the information on International Shipping below.

International Shipping Costs & Timeframes

For domestic shipping, please see above

How much will I have to pay for Shipping?

We ship to United States of America, Canada, Europe, UK, Singapore, Hongkong, South Korea & New Zealand.

Our shipping rates are: 

Small items (up to 5 items) Standard Shipping $25
Standard shipping for multiple and bigger items $50

Do you offer Express Shipping?

We can offer Express Shipping but as every order and destination in different, we ask that you get in touch with us prior to purchasing if you need your order urgently.

How quickly do you ship my order?

We understand that quick delivery is of major importance, and we do our best to post orders placed and paid before 11:00AM QLD time (Mon-Fri) on the same day. Excludes weekend and public holidays. All other orders are posted 1 business day after payment clears. Please note that same day dispatch is the day we post your order and not the day your order will be delivered.

When will I receive my order?

As a guideline, the approximate postal delivery time for standard post is between 10-15 business days (longer if outside of the metropolitan area). 

Please note, we cannot guarantee delivery days, dates or times. Once your order is dispatched from our store, we have no control of external issues that may arise. We will not be liable for any late deliveries but will always do our best to help where possible. Please order your items well before they are needed to avoid any issues that may arise.

Do you offer Insurance for my order?

If you require extra cover/insurance, please email us at info@cakersparadise.com.auas all shipping options below are not insured. We will not be liable for lost/stolen orders & re delivery fees.

General FAQ

Are you open on weekends?

We are open Monday to Friday, please refer to our Contact Us Page for opening hours.

If you have an urgent request, please send us an email or leave a voicemail and we will get back to you the next business day.

Do you have a physical shop?

We are an online store only and do not have a physical store.

Do you offer wholesale accounts?

As we are a retail store, we do not offer wholesale or trade accounts currently.

When will out of stock items be back in stock?

As we have regular incoming orders from our suppliers, most products are restocked quickly.

To get notified for when a product is back in stock, please go to the products page on our website and enter your name and email address under ‘Email me when this is back in stock’.

How long do your custom cake toppers and edible images take to make?

Our custom products take 1-2 business days from ordering to complete.

For edible images – please have a good quality image ready that you would like to use, we are able to add text to your image but do not do any editing to the image itself. Your order may be delayed if you do not email us your image. Please send through all images to info@cakersparadise.com.au

What is the best before date on the edible items?

Most of the products have 6+ month shelf life on them.

If you require longer best before dates, please request this in your order notes.
Any stock with 2+ months are considered acceptable.

Returns & Exchanges

Can I cancel my order?

You are able to cancel your order prior to dispatch for a refund. However, you will be charged a 10% administration fee.

Do you accept Returns?

We do not offer refunds or exchanges for a change of mind.

Refunds are only applicable if there is a product fault or mistake on our behalf. Please notify us at info@cakersparadise.com.au within 7 days, if there has been a mistake or the product is faulty, and you’d like to return an it. Once return is approved, items will need to be posted within 5 days. 

All faulty products are to be returned to Cakers Paradise for assessment. The return postage (if applicable) is at the cost of the customer. If the item is deemed faulty, the item will be repaired or replaced and returned to you at the cost of Cakers Paradise. If the item is not faulty, Cakers Paradise is not liable for the return postage.

Items must be received in an unopened, unused condition, suitable for resale. No returns are accepted on edible or custom-made items. The customer must pay all postage unless there has been a mistake on our behalf, in which case we will cover all postage costs.

Payment Options

What payment options do I have?

Payment of the Purchase Price may be made through one of the following third party providers:

- Paypal

- Stripe

- Afterpay

- Zip Pay

(the ‘Payment Gateway Providers’)

Get in touch

Have questions about your order or a general enquiry?