Cancellation PolicyUpdated 9 months ago

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 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 [email protected]. 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 Cancellations

For 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 Week

Orders 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 Cancellations

In 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 Items

Should 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 Availability

Black 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 Orders

If 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.