Faqs

1. HOW DO I PLACE AN ORDER?

HAVE A LOOK THROUGH THE ‘CAKES AND COOKIES’ SECTION TO VIEW THE OPTIONS AND PRICING. PLEASE GO TO THE ‘CONTACT US’ PAGE TO SUBMIT AN ENQUIRY FORM. WE WILL RESPOND TO YOU AS SOON AS WE CAN.
WE WILL PROVIDE YOU WITH A QUOTE AND YOU WILL NEED TO PAY A 50% DEPOSIT TO BOOK THE ORDER IN. ONCE THE ORDER IS BOOKED IN, YOU CANNOT CHANGE THE DESIGN/FLAVOUR OF YOUR ORDER. PLEASE GIVES US 7 DAYS NOTICE FOR A CHANGE OF DATE OR ADDITIONS TO THE ORDER.
WE WILL CONFIRM YOUR ORDER WITH PAYMENT AND PICK UP/DELIVERY DETAILS APPROX. 3-5 DAYS BEFORE YOUR ORDER IS DUE.

2. HOW DO DEPOSITS WORK?

DEPOSITS ARE NON-REFUNDABLE. A CREDIT FOR THE DEPOSIT MAY BE FORWARDED TO A NEW BOOKING DATE IF THE CUSTOMER GIVES AT LEAST 7 DAYS NOTICE. IF THE BOOKING IS CANCELLED OR YOU FAIL TO GIVE 7 DAYS’ NOTICE FOR DATE CHANGES, UNFORTUNATELY YOU WILL FORFEIT YOUR DEPOSIT AND WILL REQUIRE ANOTHER DEPOSIT FOR NEW BOOKING DATE AS PRODUCTS MAY HAVE ALREADY BEEN MADE/PURCHASED FOR YOUR ORDER.

3. DO YOU OFFER DELIVERY? 

WE DO OFFER DELIVERY FOR A FEE DEPENDING ON THE AREA OF DELIVERY AND OUR AVAILABILITY. OTHERWISE, ALL OF OUR CUSTOMERS COLLECT THEIR ORDERS FROM DIANELLA.

4. HOW DOES COLLECTION WORK? 

ON THE WEEK OF PICK UP, WE WILL SEND YOU A CONFIRMATION OF YOUR BOOKING AND ADVISE ON AVAILABLE PICK UP TIMES.WE DO TRY TO ACCOMMODATE ALL CUSTOMERS WITH THEIR PREFERRED PICK UP TIMES GIVING YOU A 30 MIN WINDOW TO ARRIVE.

6. HOW DO I TRANSPORT MY CAKES? 

CAKES WILL BE PROVIDED TO YOU IN AN ENCLOSED BOX, ON A CAKE BOARD. YOU CAN TRANSPORT THEM QUITE SAFELY ON THE PASSENGER FLOOR OF YOUR CAR WITH THE AIR-CONDITIONER ON. OTHERWISE THE BEST WAY TO TRANSPORT THE CAKE IS TO HAVE A PASSENGER CARRY THE CAKE BOX IN THE CAR.

7. IF I HAVE LEFTOVERS, CAN THEY BE FROZEN? 

YOUR CAKE LEFTOVERS CAN BE FROZEN FOR UP TO 30 DAYS IF PLACED IN AN AIRTIGHT CONTAINER. COOKIES CAN BE FROZEN TOO.

8. CAN I MAKE CHANGES TO MY ORDER ONCE I HAVE RECEIVED AN INVOICE?

UNLESS DUE TO GOOD REASON, WE CANNOT MAKE CHANGES TO YOUR ORDER OR INVOICE. EACH CHANGE MADE TAKES US TIME AND MAY COST US IN GOODS ALREADY PURCHASED. PLEASE UNDERSTAND WE CANNOT ALWAYS ACCOMODATE DATE CHANGES DUE TO CAPACITY.