Our Shipping Policy reflects the processes and business rules we follow for shipping. Where conflicting information exists, the Shipping Policy will be followed.

<img src="https://attachments.gorgias.help/Aa90l7EkA96JWorj/hc/0l9dY2V3DB7rZkLp/2024061111-7d6dbfda-8146-4599-b89b-136e13d76ab2-delivery%20policy.png" style="width: 692px;" class="fr-fic fr-dib">Our <a href="https://blackvelvetcakes.com.au/policies/shipping-policy">Shipping Policy</a> reflects the processes and business rules we follow for shipping. Where conflicting information exists, the Shipping Policy will be followed.&#xA0;

Delivery Policy

It is the customer’s responsibility to pick up their order within the hour selected upon confirming the order with Black Velvet Sydney or before the store's closing time. Black Velvet Sydney is not responsible for contacting customers to remind them

It is the customer&#x2019;s responsibility to pick up their order within the hour selected upon confirming the order with Black Velvet Sydney or before the store&apos;s closing time. Black Velvet Sydney is not responsible for contacting customers to remind them of their pick-up time. BVS is not obliged to provide the order if the customer fails to pick up their order within the store hours.Pick-Up Time Changes&#xA0; Any changes to the pick-up time must be submitted in writing to <a rel="noreferrer">info@blackvelvetcakes.com.au</a> at least 48 hours before the scheduled pick-up. Black Velvet reserves the right to dispose of the order if the customer fails to pick up, and no refund will be issued.Order Inspection&#xA0; Upon pick-up, customers are solely responsible for inspecting their order and reporting any issues or defects to the front of house staff. The customer must ensure that the correct and complete order is in their possession before leaving BVS premises. BVS is not liable for any damages to the order once it is transferred to the customer, including but not limited to incorrect or incomplete items due to customer negligence, balloon deflation, toppled cupcakes, icing touching the box, or broken cake toppers. Please refer to our Product Care Guidelines.Delayed Pick-Up&#xA0; In the event of unreasonable delays in pick-up attributable to the customer or pick-up past store hours, and if BVS is asked to store the items elsewhere, the customer bears the risk of any damage, loss, or deterioration in the quality of the goods (e.g., changes in temperature affecting consumption). In such cases, the customer is not entitled to a replacement, refund, or exchange of the goods. BVS cannot guarantee same-day delivery in place of a failed pick-up.Third-Party Pick-Up&#xA0; Should the customer hire their own delivery service to pick up from the store, BVS is not liable for any damages during transit by the customer&apos;s courier.Store Location and Hours&#xA0; Orders can be picked up from Black Velvet Cakes, Shop 3A, 106-110 Darlinghurst Road (corner Farrell Avenue), Darlinghurst NSW 2010. Please refer to our opening hours at the bottom of our homepage at blackvelvetcakes.com.au.Handling and Transport&#xA0; Due to the fragile nature of our products, we only offer carry bags for our designer cupcake products. All other products must be handled with two hands, kept out of direct sunlight in a cool, dry space, and not tilted during transport. Cakes should be refrigerated immediately after transport. We provide Cake Care and Cupcake Care guidance to assist in reducing the risk of damage to your products. If requested, our staff can provide further guidance on handling our products during transport. We strongly recommend personal handling of our products over placing them in vehicle boots, where more damage often occurs.Unforeseen Delays&#xA0; In limited scenarios, your order may not be available at the requested pick-up time due to late delivery by suppliers, electrical blackouts, or other unforeseen circumstances. Our team will attempt to contact affected parties to advise of delays and assist in making alternative arrangements, if necessary. BVS does not take responsibility for late pick-up due to factors outside our control and does not offer complimentary delivery for orders not available at the pick-up time for reasons beyond our control. Any complimentary delivery offered will be within our standard delivery area only.Store Hours&#xA0; The store will not extend trading hours nor will staff remain at the store beyond retail hours to wait for customers to pick up orders ready for collection. It is the customer&apos;s responsibility to ensure all items for their order are collected, including cakes, cupcakes, and any additional products ordered.Verification and Identification&#xA0; If someone else is picking up your order, please provide their name and phone number if not originally submitted with the order. The person picking up the order may be required to show identification and/or the order confirmation email. We do not recommend standard couriers, Ubers, or taxis for pick-up due to the high risk of mishandling. Please have your order confirmation email accessible when picking up your order, along with the credit card used for purchase and/or your identification.

Pick Up Policy

At Black Velvet Cakes, we pride ourselves on our award-winning creations, crafted under the guidance of judges from the Cake Guild of NSW. Our cakes feature firm butter cake sponges designed to support intricate and heavy decorations, paired with our

At Black Velvet Cakes, we pride ourselves on our award-winning creations, crafted under the guidance of judges from the Cake Guild of NSW. Our cakes feature firm butter cake sponges designed to support intricate and heavy decorations, paired with our renowned custom cream cheese buttercream icing. We adhere strictly to these recipes to ensure the stability and quality of our cakes. While we understand that individual tastes may vary, we maintain consistency in our standard recipes and do not offer refunds based on personal taste preferences.<h4 id="non-refundable-orders-due-to-event-postponement-or-cancellation">Non-Refundable Orders Due to Event Postponement or Cancellation</h4>If an event is postponed or canceled due to poor weather, natural disaster, pandemic outbreak, any Force Majeure Event, or any other reason beyond our control, and if the customer cannot make the postponement date, the order is non-refundable. However, a credit will be given based on the lead time between the circumstances rendering the event canceled and the event date:<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">More than 2 weeks&apos; notice: 100% credit will be given.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">2 weeks&apos; notice or less: 50% credit will be given.</li></ul><h4 id="fulfillment-issues">Fulfillment Issues</h4>If an order cannot be fulfilled by Black Velvet Cakes upon purchase, or if a suitable replacement cannot be agreed upon, a full refund will be issued. If Black Velvet Cakes cannot deliver or fulfill a paid order on the agreed date stated on the invoice, or if no alternate delivery date can be agreed upon by both parties, a full refund will be issued.<h4 id="damage-during-transit">Damage During Transit</h4>Refund requests due to irreparable and irreplaceable damages during transit must be reported in writing to <a rel="noreferrer">info@blackvelvetcakes.com.au</a> with photographic evidence no later than 30 minutes after receipt of the order. In cases of damage due to uncontrollable factors such as humidity or temperature, refunds will be at the discretion of Black Velvet Cakes. We will not be liable for any damage or injury over and above the cost of the order. We aim to respond to your initial email within 48 hours but may need additional time to collect information and conduct investigations related to your order.<h4 id="refund-process">Refund Process</h4>Once both parties have agreed that a refund is to be issued, the customer should allow 7-10 business days for the transfer of funds to be available in the nominated account.<h4 id="incorrect-or-damaged-orders">Incorrect or Damaged Orders</h4>If the goods or services received are severely damaged or incorrect, a full refund, credit, or replacement will be provided. Please note that products cannot be returned due to change of mind, incorrect choice, or the item not fitting. This replacement extends to damage caused in transit. Accompanying photographic evidence of damage or defects must be submitted within 30 minutes upon receiving an order. Black Velvet Cakes reserves the right to determine the amount to be refunded, credited, or replaced.<h4 id="delays-in-pick-up">Delays in Pick-Up</h4>In the event of unreasonable delays in pick-up attributable to the ordering party or pick-up past store hours, and if the items were stored elsewhere other than Black Velvet Cakes premises, the ordering party bears the risk of any damage or loss of goods or any deterioration in quality or change in condition of the goods (e.g., changes in the temperature fit for consumption). In this case, the ordering party shall not be entitled to a replacement, refund, or replacement of the goods. Black Velvet Cakes cannot guarantee that we can schedule a delivery in place of the failed pick-up on the same day.<h4 id="same-day-cupcake-deliveries">Same-Day Cupcake Deliveries</h4>For same-day cupcake deliveries, in the event that a cupcake flavor is unavailable upon payment, Black Velvet Cakes reserves the right to arrange an alternative replacement for the order. As soon as the order is paid, it is reviewed in detail by decorators, and if there is an issue, Black Velvet Cakes will be in touch. The store also reserves the right to change the flavor 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 the order was made online. To avoid disappointment, Black Velvet Cakes recommends confirming orders via payment at least 24 hours before the cupcakes are needed.<h4 id="order-changes">Order Changes</h4>Changes to orders are permissible at least 36 hours prior to the scheduled pick-up or delivery time but are still subject to Black Velvet Cakes&#x2019; approval. A surcharge may apply for last-minute changes. All changes must be submitted in writing via email.<h4 id="payment-policy">Payment Policy</h4>All orders require full payment at the time of ordering. Failure to make full payment before production may result in your order being canceled.

Refund Policy

Standard Cancellation Notice. Once an order is booked and reserved, cancellation is only possible with at least 36 hours' notice before the delivery or pick-up date. Cancellations made less than 36 hours before the scheduled date will not be eligible

Standard Cancellation NoticeOnce an order is booked and reserved, cancellation is only possible with at least 36 hours&apos; notice before the delivery or pick-up date. Cancellations made less than 36 hours before the scheduled date will not be eligible for a refund but may be converted to store credit or postponed to a later date.All order cancellations must be submitted in writing to <a rel="noreferrer">info@blackvelvetcakes.com.au</a>. You must notify us within 30 minutes of placing the order if you decide to cancel it, preferably by email, and provide your order number.Last-Minute CancellationsFor orders placed within less than 36 hours of the delivery or pick-up date, cancellation is only permitted within 30 minutes of placing the order. Beyond this 30-minute window, cancellations will be subject to conversion to store credit or rescheduling. No refund will be provided for cancellations made beyond this timeframe.Orders Made Within One WeekOrders made less than one week before the delivery or pick-up date are non-refundable. However, these orders may be postponed to a later date. If a postponement is required, it must be arranged in writing and may incur additional charges based on the specifics of the rescheduled order.COVID-19 Related CancellationsIn the event of a COVID-19 related cancellation, if the cancellation is made less than 48 hours before the event, it will be subject to a 15% surcharge for postponement. This surcharge must be paid 3 days prior to the new delivery date. No refunds will be provided for cancellations within this timeframe, but orders may be postponed.Custom ItemsShould an event be canceled, custom items such as fondant toppers or special purchases involving third-party vendors are non-refundable. Customers may pick up these items at our store located at 110 Darlinghurst St, Darlinghurst NSW 2010 or arrange for delivery on a different day at an additional cost.Fulfillment and AvailabilityBlack Velvet Cakes reserves the right to cancel an order if the ordered item is unavailable for any reason. In such cases, we will notify you and return any payment made. Additionally, we reserve the right to cancel orders that do not meet proper lead time requirements, as indicated on the product page of our site.Inability to Fulfill OrdersIf we are unable to fulfill your order or reach you to agree on an alternate fulfillment method, we reserve the right to cancel the order and issue a refund.

Cancellation Policy

Change Requests. General Policy:. Last-Minute Changes:. Same-Day Orders. Delivery Time Adjustments. Cancellation of Changes

Change Requests<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">General Policy:<ul style="font-family: initial; font-size: initial;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Changes to orders are permissible up to 36 hours prior to the scheduled pick-up or delivery time and are subject to approval by Black Velvet Cakes. Requests for changes must be submitted in writing to <a rel="noreferrer">info@blackvelvetcakes.com.au</a>. Confirmation of acceptance of any changes will be provided by Black Velvet Cakes.</li></ul></li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Last-Minute Changes:<ul style="font-family: initial; font-size: initial;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Changes requested less than 36 hours before the scheduled time will be subject to a 15% surcharge. These changes are also subject to approval and may not be guaranteed. The surcharge applies to both modification requests and adjustments made due to the unavailability of original items.</li></ul></li></ul>Same-Day Orders<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Cupcake Deliveries:<ul style="font-family: initial; font-size: initial;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">For same-day cupcake deliveries, if a cupcake flavor is unavailable upon payment, Black Velvet Cakes reserves the right to arrange an alternative flavor or adjust the sizing of cakes and/or cupcakes. If there are any issues with the order, Black Velvet Cakes will contact the customer. If contact cannot be made after repeated attempts, changes may be made at Black Velvet Cakes&apos; discretion. To avoid disappointment, it is recommended to confirm orders via payment at least 24 hours before the cupcakes are needed.</li></ul></li></ul>Delivery Time Adjustments<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Fully-Booked Time Slots:<ul style="font-family: initial; font-size: initial;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">If a specific delivery time is fully booked, Black Velvet Cakes reserves the right to propose an alternative timeframe. Customers will be notified of this change and have the option to accept the new schedule, reschedule for next-day delivery, or cancel the order.</li></ul></li></ul>Cancellation of Changes<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Order Modifications:<ul style="font-family: initial; font-size: initial;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Any modifications to orders are not guaranteed and must be made in writing. Changes are subject to approval by Black Velvet Cakes and must be acknowledged by us to be valid. Black Velvet Cakes reserves the right to deny any changes that cannot be accommodated based on the operational constraints or the nature of the requested modifications.</li></ul></li></ul>

Order Changes Policy

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