Pick Up PolicyUpdated 9 months ago

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 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 
Any changes to the pick-up time must be submitted in writing to [email protected] 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 
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 
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 
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's courier.

Store Location and Hours 
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 
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 
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 
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's responsibility to ensure all items for their order are collected, including cakes, cupcakes, and any additional products ordered.

Verification and Identification 
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.