FAQs

Things you need to know about ordering, delivery and the terms and conditions of engaging us or purchasing products or services from us.

How do I place an order?

By sending an email to hello@puddlesthecakecompany.com.au or calling us on 0411 030 918.

We will confirm all orders with a Puddles Order Confirmation which you will have an opportunity to review and settle before we commence our engagement.
If you have something particular in mind, by all means let us know when you contact us. We can then work with you on settling your final design elements.

How far in advance should I place an order?

The more notice you can give us, the better.

We kindly ask for at least 4 weeks notice when placing an order for any of our products other than Puddles Wedding Cakes (where a minimum of 8 weeks is required)

We can, however, sometimes accommodate short notice orders. It never hurts to ask.

How do I pay for an order?

Each order requires a 50% non-refundable deposit to be paid within 7 days of us sending you a Puddles Order Confirmation.

The unpaid balance is payable in full 2 weeks prior to the delivery or pick-up date set out in the Puddles Order Confirmation.

Orders will not be delivered or available for pick-up unless the order price has been paid in full.

For short lead time orders of 2 weeks or less, the full order price must be paid immediately after we send you the Puddles Order Confirmation.

Payments may be made in cash or by electronic funds transfer to the bank account stated on the Puddles Order Confirmation.

Payment of the whole or any part of the order price corresponding to a Puddles Order Confirmation (including payment of any deposit) constitutes confirmation from you that the Puddles Order Confirmation is correct and complete, that you wish to place the corresponding order and that you understand, accept and agree to all of the terms and conditions set out in the Puddles Order Confirmation and in this website (www.puddlesthecakecompany.com.au), the latter of which are incorporated by reference into the Puddles Order Confirmation.

Do you deliver?

We certainly do.

Please see the Prices page of our website for details regarding any charges that may apply corresponding to delivery.

For Puddles Wedding Cakes and other Puddles Formal Cakes, we will work with the event venue co-ordinator and, if applicable, your wedding planner or co-ordinator to ensure that the order is delivered and, if required, set-up at the venue at an appropriate time in advance of guests arriving at the reception.

If we deliver an order, we do not take any responsibility for any damage that may occur to any of our products after the time that they have been delivered.

May I pick up an order?

You may, by appointment with us.

When picking up a large, tiered or irregularly shaped cake, we always recommend that you be accompanied by a passenger that can assist you with the cake during transport.

If an order is picked-up, we do not take any responsibility for any damage that may occur to any of our products after the time that the order has been picked up, including during transportation.

Do you set-up cakes at the reception venue?

We certainly do.

Indeed, we highly recommend that you avail of this service in particular when ordering large or irregular shaped cakes, cakes of more than 3 tiers, cakes that by their design or construction require assembling and finishing at the venue, and dessert tables.

Alternatively, we can leave your cake with the catering team at the reception venue.

If any additional costs or charges are to apply, these will be set out in the corresponding Puddles Order Confirmation.

Do you offer gluten-free, nut-free, egg-free or dairy-free alternatives?

We do offer certain gluten-free alternatives and we can discuss these with you in further detail at the time of settling the Puddles Order Confirmation.

At this time, we do not offer egg-free or dairy-free alternatives and some of our products may contain nuts or nut derivatives.

Are your products 100% edible?

Certain of our products may contain inedible items used in construction or decoration such as ribbon, wire or dowels.

Where we have incorporated inedible items into a product and where this is not apparent on the exterior of the product, we will inform the person who attends at the pick-up of the product or to whom we deliver the product, as applicable, of the presence of the inedible items.

These items must be removed before serving or consumption. We do not accept any responsibility for any failure to remove inedible items before serving or consumption.

By when should your products be consumed?

Our products are prepared to ensure they are fresh on the date of pick-up or delivery and are best consumed on that day or within 1 or 2 days thereafter.

Our products do not have an extended shelf life. Although our products are safe to be frozen, we cannot guarantee their quality after freezing. Please note that freezing cakes with fondant coverings may cause colours to bleed once thawed.

Do you have cake pedestals or cake stands for rent?

Indeed we do.

We have a lovely selection of cake pedestals and stands available. Please enquire regarding our collection, rental prices and rental deposits at the time of settling your Puddles Order Confirmation.

What is a Puddles Order Confirmation?

It is the “Order Confirmation” that we settle with you corresponding to your order prior to commencing our engagement.

It confirms what you are ordering from us, the order price, the delivery or pick-up details and certain other details in connection with the order.

What happens if I wish to cancel my order?

You must advise us immediately if you decide to cancel your order.

All deposits are non-refundable in any circumstance.

If you have paid the entirety of the order price corresponding to your order, any amount you have paid in excess of 50% of the order price is refundable if you have advised us in writing of cancellation of your order no later than 14 days (or 28 days in the case of Puddles Wedding Cakes) prior to the delivery or pick-up date specified in the corresponding Puddles Order Confirmation.

You remain liable to pay any unpaid portion of the 50% deposit corresponding to your order, even if you have cancelled your order.

What happens if I wish to request a change to my order (including to any details corresponding to the delivery or pick-up of my order)?

You must contact us as soon as possible if you wish to request any changes to your order (including to any details corresponding to the delivery or pick-up of your order).

We will certainly consider all change requests but cannot guarantee that we will always be able to accommodate or agree to change requests.

If we are able to accommodate or agree to a change request, further costs or charges may be payable.

Given that we finalise production of each order on the day of delivery or pick-up, changes to delivery or pick-up dates and times are particularly sensitive and so if you are requesting to postpone or bring forward the delivery or pick-up date or time corresponding to your order, we urge you to make that request of us as soon as possible.

May we use photographs or images of the products you supply to us?

We have, claim, reserve and retain all intellectual property rights of all kinds in, to, under and derived from all products produced by us, however photographs or images of the actual products we supply to you may be taken by you or your event photographer for your personal use.

We reserve the right to take and use photographs and images of products we supply to you for marketing and advertising purposes (including for inclusion on our website and social media pages).

Photographs or images of the actual products we supply to you will not be displayed by us on any website or social media page until after your event has taken place.

Who am I engaging when I place my order?

You are entering into an agreement solely with Puddles The Cake Company Pty Ltd ACN 607 604 259 acting in its capacity as trustee for the Puddles Cake Trust (Puddles). You are not engaging, or entering into an agreement or any other arrangement of any kind with, any director, secretary, shareholder, member, unitholder, trust beneficiary, employee, servant or agent of Puddles The Cake Company Pty Ltd ACN 607 604 259 or the Puddles Cake Trust or any other person or entity.

To the extent permitted by law, all terms which may be implied into your agreement with us, or to the sale, purchase, supply or delivery of any of our products or services, do not apply to, and may not be implied into or to, your agreement with us, or to the sale, purchase, supply or delivery of any of our products or services. Without limiting the generality of the foregoing, all conditions and warranties, express or implied, whether arising by virtue of statute or otherwise, as to the condition, specifications, quality, merchantability, suitability, fitness for purpose or safety of any of our products are waived, negatived and excluded, and we have not made and we do not make any representation, and we do not give any warranty or undertaking, in relation to any of these matters.

Provisions of certain laws from time to time in force in the Commonwealth of Australia or any State or Territory of Australia may apply warranties or conditions or impose obligations upon us which cannot be excluded, restricted or modified or cannot be excluded, restricted or modified except to a limited extent. Our liability for anything in relation to any of our products or the supply of any of our services is, and is agreed to be, limited as much as it can be. In no event will we be liable and in no event do we accept any liability for any loss of profit or any indirect, incidental, punitive, exemplary, special or consequential loss or damage.