Augustine Heights 

Queensland 4300

sales@velvetier.com.au

Terms & Conditions

Custom Orders - Quotes, orders and deposits

All quotes are valid for 14 days unless otherwise noted in quote. After this time Velvetier reserves the right to requote. A 50% booking payment is required to secure your booking and preferred date. Initial payment is due within 5 days of invoice date.  After this time the date will be released to other parties and can not be guaranteed.  Balance of funds is due 14 days prior to delivery or pick up.

 

Upon receipt of your invoice and confirmation of your order details. Please check all details are correct, including but not limited to, contact details, spelling of names, flavours, colours, delivery/ collection date, outstanding amounts, any special requests and cake dimensions (if applicable). Failure to notify us of any errors may result in additional charges where changes are required after your order has been completed.

 

Any changes to the original order are subject to viability and quote review. Changes within 14 days of pick up or delivery may attract an additional charge. We will endeavour to accommodate changes where possible but please be aware that this may not always be feasible.

 

The remaining balance (50%) is due 2 weeks prior to delivery/ pickup date. Any last minute orders (placed 2 weeks or less from delivery/pick up) require full payment at time of order. Failure to meet payment schedule and any payment reminders may lead to cancellation of your order.

 

NOTE: In the event of late or urgent orders, Velvetier must receive “cleared funds” to release orders – please allow sufficient time for electronic transfers. This may be 48 hours or more.

 

Whilst every effort will be made to accommodate your event date, delays between quote, acceptance and payment of deposit may result in dates becoming fully booked.

 

Cancellation of custom orders

All order cancellations must be received by Velvetier in writing. If you decide to cancel your order, your booking payment will not be refunded.

 

Variation of items pictured

Please note that pictures shown on our website, Facebook page or Instagram are representations only and the following may apply

  • Colours may not be a true representation due to lighting, photography and screen colours etc and therefore the finished product may appear a slightly different colour.

  • Due to the handmade nature of our products slight variations may occur.

  • Decorator items are unavailable from time to time and may need to be replaced by a similar item

  • Decisions about the structural integrity of the cake may be required, therefore changing the outer appearance.

 

Food Content

Our products may contain traces of nuts, gluten and dairy as they are made in an environment where these items are present and used.

Many of our cakes contain non edible items, please remove these before serving your cake. You will be made aware of these during pick up or delivery

 

Hire items

All items attract a “hire fee” and a “security deposit”. The security deposit will be refunded upon the return of hired items. The security deposit will not be refunded if items are damaged (including but not limited to chips, cuts, scratches, cracks, broken, missing parts). All items must be returned by the specified date or a late fee will apply. Unless otherwise specified on your invoice the client is responsible for the return of all hire items by the due date. Collection by Velvetier can be arranged for an additional fee if our schedule allows.

NOTE – do not place hire items in a dishwasher or use abrasive cleaner. Items are to be used only for their intended purpose.

 

Custom Orders - Pickup and or personal delivery

Velvetier will not be held liable for any damages that may occur after the product has been collected from our premise. We recommend you keep your cake box flat and out of direct sunlight for the duration of the transport.  The footwell or boot of your car is the best place.  Secure your cake box with onslip mat or other packing to ensure it will not slide.

 

Velvetier will not be held liable for any damage that may occur to the product after delivery has been made to the venue. A person must be nominated at the venue to sign a delivery acceptance docket.

 

If repairs are required after the cake has left our premises (pick up) or delivery is complete, an approximate cost will be determined by our staff.  This will be contingent on if a repair is possible AND if we have availability to complete the work.  This amount will need to be paid prior to work commencing.  

 

Please ensure your chosen venue has easy access for delivery, room at an appropriate temperature (air conditioning is ideal) and appropriately sized, level and sturdy table.

Disputes

Any refund given for disputes regarding a custom cake design or production of a design are completely at the discretion of Velvetier and are not automatic.  Full refunds will never be given for any cake which has been consumed regardless of dispute, as consumption of the cake is viewed as your acceptance that the cake is adequate for the purpose for which it has been supplied.  All cakes delivered to venues are photographed from different angles to show cake quality on delivery we do not accept any responsibility for loss or damage to the cake or items with the cake such as knives, decorations and stands, once the cake has been delivered to a venue or collected from us, or for loss, damage or non-delivery under unavoidable or exceptional circumstances. This in no way affects your statutory rights.

 

Online Order Policy

Velvetier has a wide range of products, many of which are not suitable for shipping.  At this time Velvetier only sends Cookies, Chocolates and some Confectionary items.  

We use Express Post for all standard deliveries Australia wide.

Please note:

  • In the event that the parcel cannot be delivered or the recipient is not present to accept the parcel, a card will be left by Australia Post explaining how pickup can be arranged.

  • We are unable to deliver to Post Office Boxes.

  • Australia Post deliver between 9am - 5pm Monday to Friday, they do not deliver on weekends or public holidays

 

Whilst we discourage products to be left at your delivery address when no one is there, it is ultimately at the discretion of Australia Post and is out of our control.

 

Packaging and postage is calculated at the time of purchase. Below is a guide provided by Australia Post.

  • Major Metro Cities (except Darwin and Perth) 1-3 Business Days

  • Darwin, Perth and Major Regional Cities 2-4 Business Days

  • Delivery to remote regional areas in Western Australia or the Northern Territory may take up to 7 days

 

Orders will be shipped with these timeframes in mind and to avoid, where possible, products being stored in hot warehouses or depots over the weekend.  No deliveries are dispatached on Fridays.

 

Shipping times may vary during the holiday season, Christmas and Easter.

 

Products will not be shipped if the temperature is above 30 degrees Celsius in Brisbane OR the destination city. This includes the entire estimated shipping time frame. Should this occur we will supply you with an estimated dispatch time.

 

Velvetier does not accept liability for any loss or damage due to late delivery.

 

Unfortunately, we do not ship Internationally

Returns

Velvetier cannot exchange or refund goods due to the perishable nature of our products, so please order carefully.

Goods Damaged on Delivery

Velvetier takes care in packing your orders, so they arrive in the same condition they left us in.  We use a combination of polystyrene boxes, soft packing material and ice packs (depending on the product).  Unfortunately we can not be held responsible if you are not available to accept your delivery. We strongly recommend you choose a delivery address where someone will be available to accept delivery during business hours.

Velvetier takes no responsibility for melted product in remote destinations, these orders are at your own risk.

If you wish to return a faulty or damaged product, you must notify us within 24 hours of receiving your delivery either by phone or email.  If we are unable to return or replace the damaged or faulty products, we undertake to reimburse you for the amount debited including packaging and postage charges.

 

Payment Options

All orders must be prepaid. If we are unable to fill an order, we will arrange a prompt refund.

Product Information

Please note that pictures shown on our website, Facebook or Instagram are representations only and the following may apply

  • Colours may not be a true representation due to lighting, photography and screen colours etc and therefore the finished product may appear a slightly different colour.

  • Due to the handmade nature of our products slight variations may occur.

  • Decorator items are unavailable from time to time and may need to be replaced by a similar item

Prices are current at time of display but are subject to variation without notice.  

We will always attempt to be as accurate as possible with our product descriptions and pricing, however, we are unable to warrant that product descriptions or other content on the website is accurate, complete, reliable, current or error free. Some products on our website may not be immediately available for despatch, due to circumstances beyond our control. However, where possible, we will advise you of any delay by advertising the release or campaign (sale) date accordingly. By submitting your order after being advised of such delays, you are accepting such timeframes into which the item/s will be shipped. If there are any changes in the release date to which you have previously accepted, we will contact you accordingly.

When we become aware of any misdescription, we reserve the right to correct any error or omission.

Cancellation by Us

We reserve the right not to provide goods or services, terminate membership accounts, remove or edit content or cancel orders (or part thereof) at our sole discretion at any time. We will immediately refund you for the total amount debited if a product has been listed on our website with incorrect price or incorrect descriptive information and we reserve the right to cancel the transaction.

Cancellation by You

If you need to cancel an order, please contact us immediately on 0404868527. Once we have accepted payment for an order, cancellation of the order is within our sole discretion. Orders that cannot be cancelled will be subject to our terms, conditions and policies relating to Returns and Exchanges.

Please read the following terms and conditions carefully. By placing an order with Velvetier you agree to be bound by these terms and conditions.

Velvetier may, from time to time and at its sole discretion, revise these Terms and Conditions by updating this posting. You are bound by any such revisions and should therefore periodically visit this page to review the then current Terms and Conditions to which you are bound.