FREE AUSTRALIA WIDE SHIPPING FOR ORDERS OVER $90

FAQ's

I have ordered from the online shop, what happens next?

Please look out for an email confirmation from us, make sure to check your junk mail if it’s not in your inbox. If you have ordered a cookie pack before 9 AM, your order will be ready and shipped out up to 3 business days later. For macarons and cookies, they need to be ordered at-least 3 business days prior to pick up. A pick up time will be organised via email.

 

Talk shipping to me.

The shipping time frame will be dependent on where in Australia you are located, currently any packs sent within metro Melbourne will take up to 2 business days, any other metro areas within Australia will take up to 3-10 business days. If in doubt you can check estimated shipping time frames: https://try.sendle.com/delivery-estimator. Once your order has been dispatched we will provide you with a tracking number so you can keep up to date with your parcel. If you need express shipping please contact us.

 

Can I pick up my desserts?

Cakes, cupcakes & macarons must be picked up from our home kitchen, which based in Keysborough. Upon final payment and order confirmation we will provide you with our address it is then you can select the best time to pick up your desserts. Please note that we have allocated pick up times unless another time is agreed.

Our pick up times:

Fridays: 6PM - 8PM

Saturdays: 9AM – 11AM

Sundays: 9AM – 11AM

 

I need something urgent, what can I do?

If the above time-frames do not work for you, please feel free to contact us to see if we can fulfill last minute orders.

 

I need cookies for a particular date, is this possible?

If you require your cookie packs to arrive on a particular date please let us know in the ‘Personalise it’ comment box when placing your order. We do our best to ensure the cookies arrive on or before the date that you request. However, there can sometimes be unforeseen postal delays which is out of Suga Mumma Bake’s control and cannot be held responsible for delays once your cookies have been shipped. If in doubt, you can always send your order to yourself ahead of the time and gift it to the intended recipients in person! Please contact us for more info or options for your delivery postcode if you are unsure.

 

How long will my cookies last?

All our cookies in our custom packs come individually heat sealed, this ensures that they arrive fresh, they will be consumable for up to 2 months. Please make sure you keep your cookies in a cool, dry place.

 

Are your cookies & desserts allergy friendly?

No, please note that all of our cookies contain gluten, dairy, eggs and may contain traces of nuts.

 

How can I best look after my desserts?

Once you have picked your desserts up it is your responsibility to ensure that you care for your cakes and desserts in a manor that will not create imperfections or ruin them. Once they have been picked up Suga Mumma Bakes takes no responsibility for any damage made.

 

There are a few things to be mindful of when handling any cakes or desserts:

  • Always have your desserts and cakes on a flat surface, ideally on the floor of the front passenger seat or in the car boot.
  • When picking up your order, particularly cakes, please make sure you have your car aircon running to keep your cake as cool as possible. This applies to any weather above 20 degrees. Your order should then be placed in a fridge straight away.
  • It is best to take out any desserts or cakes out of the fridge 2-4 hours prior to serving to bring to room temperature. Ensure taht whaen your cake is not in the fridge that it is out of direct sunlight and warmth. This will ensure the best taste and texture for you and your guests.

 

 

Refunds/Exchanges:

If your item is faulty upon receipt or is not as described, we will gladly exchange the item or refund your credit card. All returns are subject to us receiving the item back within 7 days of purchase. Items must be returned with their original packaging and, unless they were damaged prior to you receiving them, must still be in an unused and unopened condition.

 

Payments:

We accept all major credit and debit cards and PayPal.

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