Terms & Conditions and Ordering Information


Orders are to be place via email. Please use our online quote form to receive a quote. Upon submitting your quote you accept our terms and conditions as stated on this page. Once you have confirmed in writing that you would like to proceed with your order, an invoice will be issued to your nominated email address. Your order will then be booked in and confirmed on the same day. These terms and conditions also apply to all current and future subsequent orders. Submitted quotes are not a confirmed order.

Normally , we require a minimum of 2-4 weeks notice – subject to booking availability. This is dependent on our booking schedule as some months are booked well in advance. For all urgent Logo cookie orders, please email us to discuss further.

To avoid disappointment, please plan well ahead when organising your order. 

Bookings and payment

Once your order has been confirmed an invoice will be issued to your nominated email address. Invoices must be paid in full prior to commencement of your order unless otherwise agreed upon.. We accept all major credit cards via our secure payment facility. Payments can also be be made via EFT.  We work on a booking system and take bookings in advance for all orders. If you require an urgent order, please get in touch with us to discuss.

Payment methods accepted

We accept the following payment methods for your convenience:

EFT ( Electronic Funds Transfer )

Credit Card via our secure payment facility.

Unfortunately, we no longer accept credit card payments over the phone.

Please note: When making payment via EFT or Direct Deposit , please leave your name or order number as your reference so we can identify your payment. Please allow up to 2 business days for payment to be received into our business bank account , this depends on your financial institution.

Cancellation policy

Personalised Cakes/Custom Sugar requires a minimum of 6 weeks notice for cancellations. 

Cancellation fees apply as follows for orders above 6 weeks cancellation. All costs incurred to date will be billed for each order as below, calculated from time of order confirmed/placed.

0 to 48 hours from time of order placed grace period – no cancellation fees apply. (Not applicable for orders placed under 6 weeks).

Cancellation within 7 days of order placed – 50% cancellation fee of the total invoice amount applies. (Not applicable for orders placed under 6 weeks).

Cancellation from 7 days of order placed to 6 weeks prior to the requested delivery date – 75% cancellation fee of the total invoice amount applies. (Not applicable for orders placed under 6 weeks).

Cancellation 6 weeks and under prior to your requested delivery date – 100% cancellation fee of the total invoice amount applies = no refund due or total order amount is due and payable in full. (Also applicable to orders placed under 6 weeks).

Due to the nature of all our handmade products on our website preparation in advance is required to have your order ready on time. We order in all ingredients and stock specifically just for your order 2 days after your order has been confirmed. Our staff rosters are adjusted accordingly to accomodate for your order production. We mark our bookings as full for that week and reject other orders where needed. All orders placed under 6 weeks notice are non refundable or are still due to be paid in full if other payment arrangements have been made prior when placing/confirming your order.

Once you have requested to cancel your order, all ingredients and products associated with your order will be discarded as your custom made items are made only for you and cannot be used elsewhere. If you change your mind and would like to place the same order again, you will need to place and pay for a new order.


Delivery is available Monday through to Friday. We are closed on Saturday and Sunday and do not offer delivery on these days. If you require your order delivered at a specific time we suggest you have your order delivered a few days earlier. Delivery charges vary on your location. All out of Sydney cookie order deliveries are sent through a third-party postal service. Delivery dates are dependent on the courier and how fast they process your parcel and if there are any delays. Once your order has been delivered, we accept no responsibility for any damages that may occur after delivery. It is your responsibility to follow the care and storage instructions on the box. Stated delivery times may vary due to situations that may occur out of our control such as traffic and road disturbances etc.

Colour matching

We cannot guarantee colour matching due to the nature of edible food colouring and ingredients used. We will always do our best to colour match within 3 closest shades of your chosen colour.


Colours may vary from picture to the actual cake as the result of the way your computer screen or mobile device portrays various colours.

Edible image printing and colours

Printing of logos and photographs for edible image cakes, corporate logo cakes and logo cookies are printed with food colouring (edible ink). Due to the nature of edible inks, some colours may vary to the original artwork.


Personalised cakes takes pictures of all cakes and cookies that have been made. All cake/cookie images are our intellectual property, and we reserve the right to display and do as we wish with our images without compensation to you – which includes but is not limited to social media sites, our website, Facebook, promotional work and other forms of advertising.


Personalised Cakes will not tolerate any form of abuse toward our staff members at any given time. We reserve the right to terminate a phone call, take an order, terminate an order or decline a request if we feel rude or inappropriate behaviour is noticed.


Personalised Cakes respects your rights to privacy under the Australian Law. All personal information is kept secure. Credit card information is not collected by us it is processed through our third party secure payment provider MYOB. All information entered at the time of your order is only used to process your order. If you wish for your details not to be used you can email us at any time.

Copyright 2024 –  www.personalisedcakes.com.au – All Rights Reserved