Delivery Policy

1. Delivery Hours:
We offer delivery services during one time slot each day:
– First Run: 1 PM to Finish
We try to delivery to you as  early as possible, but there is no guarantee for arriving time due to traffic reason. 

2. Delivery Coverage:
We currently provide selected areas delivery services from our cake shop located in Melbourne CBD, Carlton and Oakleigh. Please note that delivery availability may vary depending on the distance from our shop.

3. Delivery Charges:
We offer low cost delivery, please check the delivery cost by using our shipping calculator.

4. Ordering Cut-off Times:
To ensure timely delivery, please place your orders at least 2 hours before the desired delivery time. Orders received after the cut-off time will be scheduled for the next available delivery slot.

5. Delivery Tracking:
Our delivery team will make every effort to deliver your order within the specified time frame. For real-time updates on your delivery status, you can reach out to our customer support team by email orders@icake.com.au or live chat at the bottom right corner.

6. Delivery Confirmation:
Once your order is out for delivery, you will receive a notification and an estimated time of arrival. Our delivery personnel will make every effort to reach you at the provided delivery address. In case of any issues, we will contact you on the provided phone number.

7. Delivery Address:
Please ensure that the delivery address provided during the checkout process is accurate and up-to-date. We cannot be held responsible for any delivery issues arising from incorrect or incomplete address details.

8. Delivery Rejection/Refusal:
Our delivery personnel are committed to delivering your order with care and ensuring its quality. However, if you find any issues with your order upon delivery, please contact our customer support team immediately for assistance. We reserve the right to decline or refuse delivery to any location deemed unsafe or unsuitable.

9. Redelivery Policy:
In case of unsuccessful delivery attempts due to customer unavailability or incorrect address details, our delivery team will attempt redelivery based on availability. Additional charges may apply for redelivery attempts.

10. Weather and Traffic Conditions:
Please note that unforeseen weather conditions or heavy traffic may impact delivery times. We appreciate your understanding during such situations.

11. Delivery costs are not refundable due to customer reason or change of mind.

We hope this delivery policy helps clarify the terms and conditions for your cake shop’s delivery services. Feel free to customise it according to your shop’s specific needs and communicate it clearly to your customers through your website, social media, or printed materials. Happy cake delivering!

Pre-Order Policy

Thank you for choosing iCake for your cake needs! To ensure a smooth pre-order process, please take note of the following policy:

  1. Pre-Order Requirements:

    • All cake pre-orders must be placed at least 48 hours before the scheduled pickup or delivery time. We are not guaranteed to take the orders which placed within 48 hours.

  2. Cancellation / Changes:

    • Pre-Order Cancellations or Changes

      • Cancellations or changes to your pre-order will only be accepted if requested at least 48 hours prior to the scheduled pickup or delivery time.
      • A 5% processing fee will apply to all cancellations.

    • Orders Placed via Customer Service and Front Desk Staff

      • For orders placed via customer service and Front Desk Staff (e.g., phone, online chat, in-store or email), an additional 35% service fee will apply in any of the event of a cancellation.

    • Non-Refundable Situations

      • Cancellations or changes will not be accepted within 48 hours of the scheduled pickup or delivery time.
      • Orders that are already in production or have been delivered are non-refundable.
    •  

  3. Pick Up Disclaimer:

    • If you choose to pick up your cake order, iCake will not be held responsible for any cakes lost or damaged during transit.
    • We strongly advise checking the product’s condition at the time of pickup to ensure its quality and appearance.

  4. Product Disclaimer:

    • Photos of our cakes are for reference purposes only; the actual cake’s color and appearance may vary slightly.

  5. Delivery Time and Delays:

    • Delivery times are subject to possible factors such as traffic conditions on the day of delivery.
    • Delays may occur due to unforeseen circumstances, and if this happens, we will make reasonable efforts to adjust the delivery accordingly.
    • If you have concerns about potential delays, we recommend not using our delivery service and opting for pickup or any third party carrier who will guarantee the arriving time instead.

By placing a pre-order with iCake, you acknowledge that you have read and understood our pre-order policy. We aim to provide you with the best service possible and ensure that your cake orders are handled with utmost care and attention to detail.

If you have any questions or require further clarification, please don’t hesitate to contact our customer service team. Thank you for choosing iCake, and we look forward to making your special occasion even more delightful with our delectable cakes!

Refund & Returns Policy

  • If for any reason you are not satisfied with your purchase due to quality issue, we will give you a one (1) day (24 hours) money-back guarantee from the time you receive the goods. Please email us at orders@icake.com.au within that time if you are not satisfied with your purchase so that we can resolve any problems.
  • We do not accept change-of-mind refunds
  • This refund policy does not apply to goods which if any attempt has been made to alter the product or if they have been dropped or broken.
  • You are entitled to a full refund, gift voucher or replacement item of same or lesser value if you are not satisfied with the product. You will be required to provide the bakery a copy of the invoice and return the product， iCake is not taking responsibility to pick up the item (or remains of the product，remains of product must more than 3/4 of purchased portion ). The refund policy is not based on personal preference or purchasing the wrong cake. If the cake has been purchased online via iCake website, you will need to retain your email invoice. If you have purchased the product from a delivery aggregator like UberEats or MenuLog, you will need to address this with the service provider.
  • Delivery delays caused by uncontrollable factors such as traffic jams are not within the scope of refunds
  • 5% processing fee apply for refunds due to customer decisions. Bank charges are not refundable.
  • Refunds will be processed within 2 business days and may take up to 10 days to appear in your account.
  • NOTE: If we give you a refund, you CANNOT keep the cake. You can only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it or leave it” policy.

    **1. General Returns and Refunds:**
    1.1 We take pride in the quality of our cakes, but if you are not entirely satisfied with your purchase, we offer a hassle-free return and refund policy.
    1.2 To be eligible for a return or refund, please ensure that you contact us within 24 hours from the date of delivery or pickup.

    **2. Perishable Nature of Cakes:**
    2.1 As cakes are perishable items, we accept returns or provide refunds only for the following reasons:
    a) The cake arrived in a damaged or unappealing condition.
    b) The wrong cake flavour or design was delivered.

    **3. Non-Returnable Items:**
    3.1 For hygiene and safety reasons, certain items are non-returnable. These include but are not limited to:
    a) Cakes that have been partially or entirely consumed.
    b) Customised cakes with personalised messages or designs that were approved by the customer.
    c) Cakes ordered for a specific date or occasion and not due to any quality issue.

     

    d) Bank charges related to the transaction are not refundable in case of cancellation or changes.

     

     

    **4. Return Procedure:**
    4.1 To initiate a return, please follow these steps:
    a) Contact our customer support team at orders@icake.com.au within the specified time frame.
    b) Provide relevant details such as your order number, date of purchase, and a description of the issue.
    c) Our customer support team will guide you through the return process and provide further instructions.

    **5. Refund Process:**
    5.1 Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
    5.2 If your return is approved, we will initiate the refund to your original payment method within 10 business days.
    5.3 Please note that the processing time for the refund may vary depending on your payment provider.

    **6. In-Store Returns:**
    6.1 If you purchased the cake from our physical store, please bring the cake along with the original receipt for an in-store return or exchange.
    6.2 Refunds for in-store purchases will be processed as per the same guidelines outlined above.

     

     

    **7. Online Returns:**
    7.1 For online purchases, return shipping costs will be the responsibility of the customer unless the return is due to a mistake on our end (e.g., wrong cake delivered).
    7.2 We recommend using a trackable shipping service for return shipments to ensure they reach us safely. Only products returned before the expiration date are eligible for a refund. Any products received after the best before date will not qualify for a refund.

    **8. Customer Satisfaction:**
    8.1 Your satisfaction is our priority. If you have any questions or concerns about our return policy, please feel free to contact our customer support team.

    **Note:**
    – We reserve the right to amend this return policy at any time without prior notice. The updated policy will be effective from the date of publication on our website or in-store.
    – This return policy does not affect your statutory rights as a consumer.

    **9. Delivery and shipping costs:**

          9.1 Delivery and shipping costs are not refundable due to customer reason or change of mind reason

 

Privacy Policy 

Effective Date: 1st July 2023

1. Introduction

Welcome to iCake (“we,” “our,” or “us”). This privacy policy outlines how we collect, use, disclose, and safeguard the personal information of our customers (“you” or “your”) when you visit our website or use our services. By accessing or using our website and services, you agree to the terms of this privacy policy.

2. Information We Collect

We may collect various types of information from you, including:

a. Personal Information: This may include your name, email address, phone number, billing address, shipping address, and other identifiable information you provide to us during the checkout process or when contacting us.

b. Payment Information: We collect payment information necessary to process your orders, such as credit card numbers or other financial account details. Please note that we do not store payment information on our servers; it is processed securely by our third-party payment processors.

c. Order Information: We keep a record of your order history, including the products you purchase from us.

d. Cookies and Tracking Technologies: Like many websites, we use cookies and similar tracking technologies to collect information about your interactions with our website. This information helps us improve our services and enhance your shopping experience. You can manage your cookie preferences through your web browser settings.

3. How We Use Your Information

We use the collected information for various purposes, including but not limited to:

a. Process and Fulfill Orders: We use your personal and order information to process and deliver your orders accurately and efficiently.

b. Customer Service: We may use your information to respond to your inquiries, provide support, and address any issues you may have.

c. Marketing and Promotions: With your consent, we may use your contact information to send you marketing communications about our products, promotions, and special offers. You can opt-out of receiving these communications at any time.

d. Improve our Services: We analyse the information to enhance our website, products, and services, making it more user-friendly and relevant to our customers.

4. Information Sharing

We do not sell, trade, or rent your personal information to third parties for their marketing purposes. However, we may share your information with the following entities for specific purposes:

a. Service Providers: We may share your information with trusted third-party service providers who assist us in running our business operations, such as payment processors, shipping companies, and IT support.

b. Legal Compliance: We may share your information when required by law, regulation, or governmental request, or to protect our rights, privacy, safety, or property, or that of others.

5. Data Security

We employ reasonable security measures to protect your information from unauthorised access, disclosure, alteration, or destruction. However, no method of transmission over the internet or electronic storage is completely secure. Therefore, while we strive to protect your data, we cannot guarantee its absolute security.

6. Your Choices and Rights

a. Access and Update: You have the right to access and update your personal information. If you wish to review or modify your data, please contact us using the information provided at the end of this privacy policy.

b. Marketing Communications: You can opt-out of receiving marketing communications from us by following the unsubscribe instructions included in each communication.

7. Changes to this Privacy Policy

We reserve the right to update this privacy policy periodically to reflect changes in our information practices. When we make significant changes, we will post a prominent notice on our website and revise the “Effective Date” at the beginning of this policy.

8. Contact Us

If you have any questions or concerns about this privacy policy or our data practices, please contact our customer support team at:

Shop 2, 10A Atherton Rd, Oakleigh VIC 3166
admin@icake.com.au

By using our website or services, you acknowledge that you have read and understood this privacy policy and consent to the collection, use, and disclosure of your information as described herein.