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FREQUENTLY ASKED QUESTIONS
How does the order process work?
Classic Cakes, Naked Cakes, Classic Cupcakes and Lucky Dip Cupcakes are ordered via our automated online shop. They can also be ordered in person at our Karori Cake Shop only (not at our Cuba Street Cake Shop at all).
For Personalised Cakes, Personalised Cupcakes and Speciality Cakes, you need to submit the relevant Enquiry Form via our website, and then arranging your order is predominately done via a personal email exchange with our team. Email works best, as we're always hopping up and down making cakes or serving our lovely customers, so we can be hard to pin down in person or on the phone.
You can check out this page to find out what to expect the process to be for Personalised orders. If you have any questions about the process at any stage, email to find out more.
How far in advance should I order?
We ask for at the very least two working days notice for orders - but the more notice you can give us the better. We can get booked up weeks in advance for some popular weeks (especially for Fridays and Saturdays). If you have a cake-related-emergency and need an last-minute cake or cupcakes please get in touch and we'll always do our best to help you out. If you have a last-minute order, it's best to go for Lucky Dip Cupcakes, rather than a cake (cakes have longer baking and cooling times).
How much do your wedding cakes cost?
Most of our three-tier wedding cakes tend to cost around $500-$600, and two-tier cakes tend to cost around $250-$300 - although pricing varies a lot depending on the size and design. This is just a rough guide to help you budget for your cake - we're very happy to provide a quote for you based on the number of servings, size and design of your own cake. Get in touch for a quote any time you like! Note delivery is additional to the price of the cake, and for wedding cakes delivery rates are more expensive than for regular cakes (we can't send them with the courier!!).
What's the minimum order for Sweet Cupcakes?
The Minimum Order for Classic Cupcakes and Personalised Cupcakes is 12 big cupcakes or 24 mini cupcakes, with one flavour per that amount. You can order smaller amounts in a fun mix of random flavours by choosing Lucky Dip cupcakes, or by popping by one of our shops (Karori Road or Cuba Street) and buying any amount of cupcakes "over the counter". We change the flavours for sale in our cake shops every day, and these include flavours from our Flavours list and one-off special creations (think Tim-Tam Smash and White Chocolate Macadamia!).
When will my order be prepared?
We prepare our cakes and cupcakes as late as possible before pick-up/delivery to make sure they are super fresh. Cupcakes are usually baked and decorated on the morning of the day you're getting them. Cakes are generally prepared the day before you're getting it, which means the cake is nice and fresh but gives it the important time needed to settle before transport.
How long do Sweet cakes and cupcakes keep? How should I store and handle them?
Our cakes and cupcakes are completely natural, so there're always going to be freshest and yummiest on the day you get them. Chocolate-based flavours keep the best, so if your cake is ordered a day ahead, we recommend chocolate based flavours.
If you need to keep your treats a little longer, or you have any leftovers (unlikely, we know!), you can store them at room temperature in an airtight container until you're ready to dig-in (generally 1-2 days at the most).
Always keep your cake or cupcakes at room temperature, not in the fridge (the fridge will dry out the sponge and may spoil the icing and decorations). We don't recommend freezing them. In the hotter months, be careful not leave your treats in the direct sunlight or in a hot spot or car.
Your cake or cupcakes will be very delicate, so please handle with extreme care and keep the box totally flat / level the entire time.
Do you deliver? How much and when?
Yes! We hand-deliver across Wellington. Delivery rates vary depending on where to (see below list of rates).
We deliver Tuesday to Sunday. Most deliveries tend to be between 10am - 12noon roughly. THIS IS A ROUGH GUIDE ONLY NOT A GUARANTEED ARRIVAL TIME. If you have a deadline for your delivery (e.g. the latest time you need it by), you MUST let us know, and let us know as early in the booking process as possible so we can schedule this.
Please mention that you'd like delivery when you place your order, and where this is to. We'll need the full delivery name and address, along with any special delivery instructions. Please read our Terms and Conditions (see below) about deliveries.
Delivery rates:
Can I pick-up my order?
Of course – you can pick-up your order from our cake and coffee shop in Marsden Village, Karori (149 Karori Rd):
Please note you can't ever pick up your order from our Cuba Street shop, as there is no space there to store cakes safely.
If possible, bring someone to help you carry your order in the car on the way home, as it will be fragile.
Will you set-up my cake or cupcakes at my wedding or event for me?
We're happy to come to your wedding or event venue and set up your cake or cupcakes in their spot (additional charges apply). Please mention you'd like set-up when you place your order and we'll give you the details.
Can I hire a stand for my cupcakes?
We have fantastic may-pole style cupcake stands available for hire, just let us know if you want to hire one. Please note charges apply for stand hire (currently $30 to hire), and you are responsible for returning the stand back to us at 3/149 Karori Road, within the required timeframes. Any damage caused, or failure to return the stand in time, will be charged back to you.
Do you cater for special diets and allergies?
Of course we do, yes! Full details of our special diet and allergy flavours are on our Flavours page. Please note we do have lots of allergens in our kitchen, so there is always a reasonable risk of traces.
What's the story with nuts?
We know nuts can be dangerous in the wrong hands (or mouths!), so if you, or the recipient of your order, have a nut allergy, please let us know and we'll keep any nutty flavours well away from your order. It's important that you know however that we do use nuts in our kitchen, and so there's a chance any of our products may contain traces of nuts. Full details of our special diet and allergy flavours are on our Flavours page.
How can I pay for my order?
Online orders via our online shop are paid for on-the-spot via credit card or PayPal.
For all other orders, our main payment method is bank transfer (we'll send you the details once you're order is confirmed). We can take secure online credit card payments, or PayPal payments, if need be (with a small fee to cover costs, which is usually around $4-6, but varies depending on the size of your order as this is charged proportionately). We don't take your card details, so please don't send these through via email or phone. Once you ask, we'll send you a secure link to pay online.
You can't pay for your order in either of our cake shops, sorry.
Can I make changes to my order?
We all change our mind occasionally, so if you need to change the date or details of your order please get in touch as soon as you can. If your order is Bespoke, we may have sourced or prepared special ingredients or decorations in advance, so changes can't be made within four days of your order date (or additional costs may apply). Check our T&Cs below.
Can I cancel my order?
That'd be a real shame! If you need to cancel your order, we'll be as accommodating as we can, but please be aware that we may well have had to turn down other orders to take yours, so we might not always be able to give you a full refund. Full refund information is in the T&Cs below.
Classic Cakes, Naked Cakes, Classic Cupcakes and Lucky Dip Cupcakes are ordered via our automated online shop. They can also be ordered in person at our Karori Cake Shop only (not at our Cuba Street Cake Shop at all).
For Personalised Cakes, Personalised Cupcakes and Speciality Cakes, you need to submit the relevant Enquiry Form via our website, and then arranging your order is predominately done via a personal email exchange with our team. Email works best, as we're always hopping up and down making cakes or serving our lovely customers, so we can be hard to pin down in person or on the phone.
You can check out this page to find out what to expect the process to be for Personalised orders. If you have any questions about the process at any stage, email to find out more.
How far in advance should I order?
We ask for at the very least two working days notice for orders - but the more notice you can give us the better. We can get booked up weeks in advance for some popular weeks (especially for Fridays and Saturdays). If you have a cake-related-emergency and need an last-minute cake or cupcakes please get in touch and we'll always do our best to help you out. If you have a last-minute order, it's best to go for Lucky Dip Cupcakes, rather than a cake (cakes have longer baking and cooling times).
How much do your wedding cakes cost?
Most of our three-tier wedding cakes tend to cost around $500-$600, and two-tier cakes tend to cost around $250-$300 - although pricing varies a lot depending on the size and design. This is just a rough guide to help you budget for your cake - we're very happy to provide a quote for you based on the number of servings, size and design of your own cake. Get in touch for a quote any time you like! Note delivery is additional to the price of the cake, and for wedding cakes delivery rates are more expensive than for regular cakes (we can't send them with the courier!!).
What's the minimum order for Sweet Cupcakes?
The Minimum Order for Classic Cupcakes and Personalised Cupcakes is 12 big cupcakes or 24 mini cupcakes, with one flavour per that amount. You can order smaller amounts in a fun mix of random flavours by choosing Lucky Dip cupcakes, or by popping by one of our shops (Karori Road or Cuba Street) and buying any amount of cupcakes "over the counter". We change the flavours for sale in our cake shops every day, and these include flavours from our Flavours list and one-off special creations (think Tim-Tam Smash and White Chocolate Macadamia!).
When will my order be prepared?
We prepare our cakes and cupcakes as late as possible before pick-up/delivery to make sure they are super fresh. Cupcakes are usually baked and decorated on the morning of the day you're getting them. Cakes are generally prepared the day before you're getting it, which means the cake is nice and fresh but gives it the important time needed to settle before transport.
How long do Sweet cakes and cupcakes keep? How should I store and handle them?
Our cakes and cupcakes are completely natural, so there're always going to be freshest and yummiest on the day you get them. Chocolate-based flavours keep the best, so if your cake is ordered a day ahead, we recommend chocolate based flavours.
If you need to keep your treats a little longer, or you have any leftovers (unlikely, we know!), you can store them at room temperature in an airtight container until you're ready to dig-in (generally 1-2 days at the most).
Always keep your cake or cupcakes at room temperature, not in the fridge (the fridge will dry out the sponge and may spoil the icing and decorations). We don't recommend freezing them. In the hotter months, be careful not leave your treats in the direct sunlight or in a hot spot or car.
Your cake or cupcakes will be very delicate, so please handle with extreme care and keep the box totally flat / level the entire time.
Do you deliver? How much and when?
Yes! We hand-deliver across Wellington. Delivery rates vary depending on where to (see below list of rates).
We deliver Tuesday to Sunday. Most deliveries tend to be between 10am - 12noon roughly. THIS IS A ROUGH GUIDE ONLY NOT A GUARANTEED ARRIVAL TIME. If you have a deadline for your delivery (e.g. the latest time you need it by), you MUST let us know, and let us know as early in the booking process as possible so we can schedule this.
Please mention that you'd like delivery when you place your order, and where this is to. We'll need the full delivery name and address, along with any special delivery instructions. Please read our Terms and Conditions (see below) about deliveries.
Delivery rates:
- Karori - $10
- CBD Wellington (excludes suburbs) - $10
- Inner suburbs (Aro Valley, Crofton Downs, Kelburn, Khandallah, Mount Cook, Mount Victoria, Newtown, Ngaio, Northland, Oriental Bay, Te Aro, Thorndon, Wadestown, Wilton) - $20
- Outer suburbs (Berhampore, Brooklyn, Churton Park, Glenside, Kilbirnie, Lyall Bay, Hataitai, Johnsonville, Houghton Bay, Island Bay, Rongotai, Seatoun, Seaview, Petone, Newlands, Maungaraki, Miramar, Mornington, Owhiro Bay, Gracefield, Grenada North, Vogeltown - $30
- Further afield (Alicetown, Aotea, Avalon, Belmont, Cannons Creek, Eastbourne, Mana, Lower Hutt, Kenepuru, Naenae, Paremata, Tawa, Porirua, Papakowhai, Makara, Melling) - $40
- Far afield (Upper Hutt, Silverstream, Paramata, Plimmerton, Whitby, Titahi Bay, Mana, Wainuiamata, Stokes Valley) - $50
Can I pick-up my order?
Of course – you can pick-up your order from our cake and coffee shop in Marsden Village, Karori (149 Karori Rd):
- Tuesdays - Pick ups are anytime between 12noon - 4pm.
- Wednesdays to Saturdays - Pick ups are anytime between 9.30am - 4pm.
Please note you can't ever pick up your order from our Cuba Street shop, as there is no space there to store cakes safely.
If possible, bring someone to help you carry your order in the car on the way home, as it will be fragile.
Will you set-up my cake or cupcakes at my wedding or event for me?
We're happy to come to your wedding or event venue and set up your cake or cupcakes in their spot (additional charges apply). Please mention you'd like set-up when you place your order and we'll give you the details.
Can I hire a stand for my cupcakes?
We have fantastic may-pole style cupcake stands available for hire, just let us know if you want to hire one. Please note charges apply for stand hire (currently $30 to hire), and you are responsible for returning the stand back to us at 3/149 Karori Road, within the required timeframes. Any damage caused, or failure to return the stand in time, will be charged back to you.
Do you cater for special diets and allergies?
Of course we do, yes! Full details of our special diet and allergy flavours are on our Flavours page. Please note we do have lots of allergens in our kitchen, so there is always a reasonable risk of traces.
What's the story with nuts?
We know nuts can be dangerous in the wrong hands (or mouths!), so if you, or the recipient of your order, have a nut allergy, please let us know and we'll keep any nutty flavours well away from your order. It's important that you know however that we do use nuts in our kitchen, and so there's a chance any of our products may contain traces of nuts. Full details of our special diet and allergy flavours are on our Flavours page.
How can I pay for my order?
Online orders via our online shop are paid for on-the-spot via credit card or PayPal.
For all other orders, our main payment method is bank transfer (we'll send you the details once you're order is confirmed). We can take secure online credit card payments, or PayPal payments, if need be (with a small fee to cover costs, which is usually around $4-6, but varies depending on the size of your order as this is charged proportionately). We don't take your card details, so please don't send these through via email or phone. Once you ask, we'll send you a secure link to pay online.
You can't pay for your order in either of our cake shops, sorry.
Can I make changes to my order?
We all change our mind occasionally, so if you need to change the date or details of your order please get in touch as soon as you can. If your order is Bespoke, we may have sourced or prepared special ingredients or decorations in advance, so changes can't be made within four days of your order date (or additional costs may apply). Check our T&Cs below.
Can I cancel my order?
That'd be a real shame! If you need to cancel your order, we'll be as accommodating as we can, but please be aware that we may well have had to turn down other orders to take yours, so we might not always be able to give you a full refund. Full refund information is in the T&Cs below.
TERMS AND CONDITIONS
By placing an order with Sweet you agree to the following terms and conditions:
- Payment requirements:
- Payment is due in full in order to secure your booking. If you book over a month in advance you're welcome to pay a 10% (25% for wedding orders) non-refundable deposit to secure your booking, with the remainder due one week before your order date.
- When you pay in full, 10% (or 25% for wedding orders) of your payment is a non-refundable deposit in case of cancellation (see cancellation information below).
- Payment is to be made by bank deposit as per the details on your Order Confirmation above (or by Credit Card as agreed with a small fee).
- Payment is due in full in order to secure your booking. If you book over a month in advance you're welcome to pay a 10% (25% for wedding orders) non-refundable deposit to secure your booking, with the remainder due one week before your order date.
- If you've booked delivery and you or the lucky recipient is not home at the time of delivery, we'll leave your order in a safe place (e.g. under cover on your porch, in your carport, with a close neighbour, etc.). We don't accept any liability for the treatment or mishandling of your order once we've left it at the delivery address. If you have special instructions for delivery, or you don't want us to leave your order if you're not home, make sure you let us know.
- As your order is fresh, edible and often bespoke, we can't accept returns. If something was wrong with your order, please contact us within 24 hours of receipt of your order and explain what happened, and we'll arrange a refund or replacement where applicable.
- If you need to change your order, let us know as soon as you can. If your order is Bespoke, you may not be able to make changes within four days of your order date, as we may have sourced or prepared special ingredients or decorations in advance.
- You can cancel your order if you need to. If you cancel more than a week away from your order date you'll get a full refund of any amount paid, less the 10% (or 25% for wedding orders) taken as a deposit. As we may have had to turn down other orders to take yours, if you cancel within 3-6 days of your order date you will be entitled to a 50% refund, and if you cancel within two days you will not be entitled to a refund (but a partial refund may be available in special circumstances).
- All our products are freshly baked and hand-decorated to order, so please be aware that your order may not look exactly like the pictures on our website. If there is a part of your order that is crucial and must not vary, please let us know.
- We promise we don't disclose your personal information to anyone, and we won't send you unsolicited emails, unless you give us your permission.
- We might want to use pictures of your beautiful order on our website or social media accounts - if you don't want us to, let us know.
All content (including photos, designs, flavours and info) copyright Sweet Bakery & Cakery.