Reschedule / Replacement / Cancellation & Refund Policy

Sometimes the Classic Cupcake Co. experience does not go as planned. This policy includes information on:

• Cancelling and Rescheduling Orders and related Fees

• Limitations for Pick-Up Orders

• Damages with delivered orders

• Finalising Enquiries and Confirming Orders

• Order Unable to Be Produced

• Unavailability of Product

• Unexpected Order Results

• Processing Refunds

Cancelling and Rescheduling Orders and Related Fees

We understand that your plans can change, and we continue to optimise our service to accommodate changes in our customers' plans, which may include rescheduling or cancelling orders.

There are several considerations involved in rescheduling or cancelling an order with us. We hope this guide simplifies it for you.

Step 1 — Consider Refrigeration Before Rescheduling

If your event has been postponed for a few days, before considering cancelling or rescheduling your order, please note that if you have room in a fridge or freezer for our cupcake or cake packaging, you can refrigerate most products for 48 hours, or freeze for one week, with limited degradation in quality.

This may be a suitable alternative to arranging a reschedule.

If you plan to do this, please check in with us as there are a limited number of products not suited to long refrigeration or freezing — for example marshmallows, products with sanding sugar, photo images and meringues.

We may also be able to hold your order until the rescheduled date, where appropriate.

Step 2 — Communicate With Us

With your The Classic Cupcake Co. order number, please let us know as soon as possible if you wish to cancel or reschedule your order.

To cancel an order, you must contact The Classic Cupcake Co. by phone on +61 468 461 928 and follow this up with an email stating your order number in the subject line.

You have 24 hours after placing your order to cancel it for a full refund.

For cancellations requested after 24 hours from the time the order was placed, The Classic Cupcake Co. reserves the right to determine whether a refund will be given.

If you are requesting a reschedule, please advise us of the new date and time you require. Any change in fulfilment location may result in a change to delivery fees applicable to your order.

Step 3 — Understanding Rescheduling & Cancellation

We value the long-term relationships we have with our customers and will always endeavour to assist where reasonably possible.

Where a customer requests to reschedule an order after the initial 24-hour cancellation period, the request will be assessed by The Classic Cupcake Co. based on the circumstances of the order, production requirements, availability, and the requested new fulfilment date.

Any applicable costs associated with changes to delivery location, specially sourced products or other services may apply.

For custom orders or orders that include special purchases, such as custom toppers, fresh florals or other specially sourced items, these products may not be able to be cancelled, returned or substituted once they have been purchased specifically for your order.

We understand that event changes can be due to unforeseen events. Unfortunately, with a large number of orders being prepared each week, we cannot absorb all costs associated with unforeseen changes to our customers' plans. However, we will always work to minimise costs and unnecessary wastage wherever reasonably possible.

Limitations for Pick-Up Orders

• Upon pickup, customers are responsible for inspecting the order and shall report any issues and/or defects to the staff at the store before leaving.

• It is the ordering party's responsibility to ensure that the correct and complete order is in their possession before leaving the premises.

• We are not liable for any damages to the order once it has been fully transferred to the customer's possession, including but not limited to incorrect, incomplete, or damaged items resulting from customer handling or negligence, balloons deflating or flying away, toppled cupcakes, icing touching the box, or broken cake toppers.

• Refunds are not applicable for failure to pick up due to the ordering party's unavailability.

• Should the ordering party hire their own delivery service to pick up from the store, The Classic Cupcake Co. will not be liable for any damages during transit using the ordering party's courier.

• If a customer places a collection order and does not attend to pick up the order or does not respond to phone calls, emails, or SMS messages regarding the order, The Classic Cupcake Co. reserves the right to dispose of the order and not refund the purchase.

• Where the ordering party cannot pick up the order before store closure, they can contact us to discuss available options, including pick-up on the next business day, delivery at the next available slot, or arranging for an alternate person to pick up the order.

• The Classic Cupcake Co. cannot guarantee that we can schedule a delivery in place of a failed pick-up on the same day, nor can we guarantee that an order can be left in an alternative location.

Delays / Damages With Delivered Orders

The Classic Cupcake Co. produces delicate celebration cakes and cupcakes for delivery throughout Sydney. In delivering your product, drivers may be exposed to poor roads, unexpected hazards from other drivers, heavy traffic, road closures and poor weather.

In ordering delivery with us, you acknowledge that there are many delivery factors outside the control of The Classic Cupcake Co. and the delivery services we use.

We will always endeavour to have your order delivered within the agreed timeframe. However, where a delivery is delayed due to unexpected circumstances outside our reasonable control, The Classic Cupcake Co. will not be responsible for costs, damages or other losses resulting from that delay, to the extent permitted by law.

If a delivery driver reaches the nominated delivery address and the recipient does not answer the door or respond to phone calls, emails or SMS messages within 10 minutes, The Classic Cupcake Co. reserves the right to leave the property and not refund the purchase, subject to any rights the customer may have under Australian Consumer Law.

Damage During Delivery

In rare cases, delivery circumstances may result in damage to your order.

Damage during transit must be reported in writing with clear photographic evidence no later than 30 minutes after receipt of the order.

Please email the photographic evidence and details of the damage to:

info@theccc.com.au

Please also follow up with a phone call or online chat so that our team can assess the situation as quickly as possible.

Our skilled team may be able to assist with simple repairs. We ask for your cooperation in helping our team repair or restore your order where reasonably possible.

When determining any refund or other remedy, The Classic Cupcake Co. may consider the willingness and cooperation of the recipient in attempting simple repairs, the availability of a replacement order or suitable alternative, or whether a decorator can attend to repair the order.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to customers under the Australian Consumer Law.

Finalising Enquiries and Confirming Orders

Any outstanding enquiries should be followed up by customers as the fulfilment date approaches.

Unless an order placed via enquiry is paid for and confirmed, we cannot guarantee production.

All orders are subject to availability.

When you place an order through The Classic Cupcake Co., we will send you an email confirming that your order has been received.

Payment will be taken from your nominated payment method after the order is accepted. You will receive a tax invoice by email as confirmation that payment has been successfully taken.

If your email address has been entered incorrectly into the system, you may not receive a confirmation email or tax invoice.

If an order cannot be fulfilled by The Classic Cupcake Co. upon placement of an order, or a suitable alternative cannot be agreed upon, The Classic Cupcake Co. reserves the right to cancel the order and, where applicable, provide a full refund.

Order Unable to Be Produced

If you place an order with us with special requests, we may cancel and refund your order if we believe we cannot meet your requirements.

If possible, we will take reasonable steps to contact you to seek clarification or discuss alternatives before cancelling your order.

We will notify you of the cancellation by email, text message and/or phone using the contact details provided with your order.

Unavailability of Product

The Classic Cupcake Co. maintains a large range of decorations, which makes inventory management challenging, especially when supplier stock levels are unreliable.

We always endeavour to ensure we have a supply of decorations for products that can be purchased online. However, in very rare scenarios, specific decorations may not be available for your order.

In these rare cases, we will contact you to let you know what we can substitute where reasonably possible.

Same-Day Cupcake Orders

For same-day cupcake deliveries, in the event that a cupcake flavour is unavailable after payment, The Classic Cupcake Co. reserves the right to arrange an alternative replacement for the order.

As soon as the order is paid, it is reviewed in detail by our decorators. If there is an unlikely chance of any issue, The Classic Cupcake Co. will endeavour to contact the billing party.

The store also reserves the right to change the flavour or adjust the sizing of cake and/or cupcakes if we cannot get in touch with the customer after repeated attempts.

The store cannot guarantee the availability of all products at the time a same-day order is made online.

To avoid disappointment, The Classic Cupcake Co. recommends confirming orders with payment at least 24 hours before an order is to be fulfilled.

Product Lines & Decorations

The Classic Cupcake Co. does not guarantee that all product lines used in the construction of cakes and cupcakes shown on its website and social media channels will be available at the time of production.

For example, when a supplier discontinues or delists an item such as a particular lollipop used as a cake topper, we will endeavour to use a very close substitute to reflect the spirit of the original design as closely as possible.

While specific decorations may be requested, these are still subject to The Classic Cupcake Co.'s approval and confirmation.

The Classic Cupcake Co. reserves the right to replace unavailable items with items of equal or better quality where reasonably appropriate.

The store reserves the right to make alterations to the design, appearance and technical specifications of products on the website without notice.

Unexpected Order Results

The Classic Cupcake Co. takes great pride in the quality and consistency of our products.

Our cakes and cupcakes are handmade using established recipes and methods designed to provide the structure and quality required for our decorated products.

While customers' tastes vary, our standard recipes remain consistent. We therefore do not generally provide refunds solely for dissatisfaction with the taste or texture of our products.

We try to specify our products and orders as clearly and in as much detail as reasonably possible.

However, the order you receive may appear different from your expectations based on the display settings of the device on which you viewed our products.

We also do our best to match colours and patterns to custom requests. However, due to display setting variations, photography, lighting, and decorating tools available, small differences may appear.

Custom Designs

Should a customer request a custom design from The Classic Cupcake Co., they should understand that all customised cakes are handmade and intricately crafted, capturing the likeness based on the photos or references provided.

The cakes will not be a 100% exact copy or replica of the reference image.

Cake colour may also be subject to slight variations from the actual product due to possible discrepancies in photography, lighting, screen resolution or display settings.

Therefore, image quality and colour matching are variable and cannot, on their own, be used as grounds for a refund where the product otherwise reflects the agreed design and specifications.

Processing Refunds

If you are not completely satisfied with your order, please send an email with an accompanying clear photo of the product to:

info@theccc.com.au

No refunds are made unless granted by management, except where a refund or other remedy is required under Australian Consumer Law.

Under Australian Consumer Law, customers may have rights to a refund, replacement or other remedy where products are faulty, damaged or otherwise fail to meet the consumer guarantees applicable to the purchase.

Where a full refund is legally required for a faulty or damaged product, this may include applicable shipping costs.

Refunds may take 1–7 business days to process depending on the circumstances and payment method used.

Refunds will generally be processed back to the original payment method where applicable.

Cancellation Refunds

You have 24 hours after placing your order to cancel it for a full refund.

To cancel an order, you must contact The Classic Cupcake Co. on +61 468 461 928 and follow this up with an email stating your order number in the subject line.

The Classic Cupcake Co. reserves the right to determine whether a refund will be given for any order cancelled after 24 hours of placement.

Any approved refund after the 24-hour cancellation period will be assessed by management based on the circumstances of the order.

This policy does not limit any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.