Overview
We’re a small bake-to-order kitchen in Narre Warren. Every cake and box leaves the bench the morning of your delivery, which is what makes it taste the way it does — and it’s also why our refund policy reads a little different from a regular online shop.
This policy sits alongside your rights under Australian Consumer Law. Nothing here tries to take those rights away. If something we made isn’t fit for purpose, doesn’t match what was advertised, or arrives damaged, we’ll remake it or refund it — that’s the promise.
Cancelling an order
Standard orders (cupcakes & cakes)
- Cancel more than 48 hours before your delivery date: full refund to your original payment method, processed within 5 business days.
- Cancel 24 – 48 hours before delivery: 50% refund — we usually have ingredients prepped by then.
- Cancel under 24 hours before delivery: we can’t refund. Your box is already in production. We can sometimes change the delivery address or postpone the date by a day — ask us.
Custom event orders (weddings, corporate, branded boxes)
- Up to 14 days before the event: full refund minus a $25 design fee if we’ve already mocked up artwork.
- 7 – 14 days before the event: 50% refund.
- Under 7 days: non-refundable — bespoke ingredients, packaging and team time are already locked in.
If something arrives damaged or wrong
We pack every box with cold packs and custom inserts, but the world can be bumpy. If your order arrives damaged, melted, or contains the wrong item:
- Take a photo of the box and contents within 4 hours of delivery — this helps us figure out where in the journey something went wrong.
- Email info@thecupcakedesire.com.au with your order number, the photo, and a quick description.
- We’ll respond within one working day with a remake, store credit, or full refund — your call.
We don’t require you to return the affected box. Throwing it out is fine.
Allergens and dietary concerns
Our kitchen handles wheat, dairy, eggs, soy and nuts. We do our best with eggless, vegan and gluten-free options, but cross-contact is possible. If you have a severe allergy, please write to us before ordering so we can plan accordingly.
If you receive a product that doesn’t match the dietary labelling on the product page, that’s on us — full refund or remake, no questions.
Change of mind
Because every box is baked to your order, we don’t offer change-of-mind refunds once production has started. If you change your mind before the production window kicks in (see the cancellation table above), we’ll happily refund you in full.
How refunds are processed
Refunds go back to the original payment method — the card or wallet you used at checkout. You’ll see them in your account within 5 business days, though most cards clear within 2–3.
We’ll always send a confirmation email when the refund is initiated. If you haven’t seen it in your inbox, check the spam folder first, then your bank, then drop us a line.
Get in touch
Refunds and cancellations are handled directly by the bakery team at info@thecupcakedesire.com.au. We try to reply within one working day, Monday to Saturday.
