Frequently Asked Questions - Retail and online

 


 

1. Can you please explain how ordering and delivery works?

You can place an order online, over the phone, via email or in person at our shop.

• Phone: (03) 9456 9300 to place an order. Our staff can process your order and arrange delivery or pick up.

• E-mail: [email protected]

• Online: Register and create an account at www.sweetbynature.com.au and simply order online.

Wholesale customers will need to contact our office to apply for a C.O.D account, or a 7 day account once approved. To qualify as a wholesale customer you must have a café, restaurant or other registered food business and be ordering the products to onsell to your customers. Wholesale customers please contact us so we can set up the appropriate account for you. Once you have a log in, you can access your account 24 hours per day to place orders, check balances or previous orders, even pay online through our online system.

We will deliver to most addresses within Melbourne, and to several areas around Victoria. Please call our team to find out if we can deliver to your area. We can organise interstate delivery for our wholesale customers through our partner distributors but at present do not deliver to international locations.

We require a street address for delivery – unfortunately we cannot deliver to a P.O. Box.

2. Can I cancel my order?

Payments are not refundable if your order is cancelled or changed within 48 hours of the required date. Outside of this time, a $10 administration fee will apply to retail or specialty cake orders.

3. When should I order my cake?

We recommend you order your cake with as much notice as possible; we happily take advance orders.

The minimum amount of notice required for most cakes is 2 business days. Cakes can sometimes be completed with less notice, depending on the cake that you require. However at peak times of the year, we may be unable to complete cake orders with less than 2 days notice. Please call us to discuss you needs, as we will always try to accommodate you if we can.

Our office is open for order processing from Monday to Friday from 8am until 3pm. Since our office is closed on the weekend, all orders requiring delivery on Saturday must be in by 2pm Thursday and the first day for delivery for orders placed on the weekend is Tuesday.

4. The cake is a gift, can I add a card with a message? How about candles?

Absolutely, please write your message in the notes section of your order at check out and we will handwrite this on a lovely card for no additional cost. If you would like candles added to your order, please contact us to organise this for you with a minimum of two business days notice, colour subjective to availability.

5. The cake is a gift, can you not provide any price information with this delivery ?

Of course, your invoice will be provided at the time of payment and your delivery will include a delivery docket only.

6. Do you have a shop? What are your opening hours?

Yes, we have a bakery outlet and cafe, located at 131 Bamfield Rd, Heidelberg West and are open Monday to Friday 6:30am until 5pm, and Saturday 9am until 4pm. We have loads of cakes on display as well as photo albums to browse through. Our team will be happy to help you with your queries. Online orders are handled by our office however, which is closed on Saturdays.

7. Will you deliver to my house or office?

Yes! We deliver all over Melbourne most days of the week. Whilst we cannot guarantee an exact time, we will do our best to accommodate your requirements. Delivery hours are between 9am and 1pm Monday to Saturday. We cannot guarantee deilvery times, so please ensure that someone is avilable to recieve the deilvery during 9am to 1pm. In the unfortunate event that no one is avaible to recieve the deilvery, refunds are not availble. You will be contacted for further instructions. Further delivery charges will apply. We also cannot leave product due to the sensitive nature of the products. 

Many customers order their cake for the day prior to the event to avoid problems with delivery times.

If necessary, we will contact you shortly before delivery to arrange a suitable delivery time and meeting point (if possible) at your address. Please ensure that your requested delivery location is easily accessible for our driver and that parking is clear and available onsite, to prevent any delivery delays.

Especially at office locations, lack of access and parking availability may result in your order being unable to be delivered. In these circumstances our driver will contact you for direction; we anticipate that the address that you have provided is able to be delivered to. If this is not the case, a re-delivery fee will apply.

At the time of delivery, you will be asked to sign a form of acceptance that the products were delivered in good condition. Where you have requested that someone else accept delivery of the goods on your behalf, the acceptance of the order will be obtained from your representative.

If you are unsure if you will be available at your nominated delivery address during the delivery hours, we recommend nominating a work address or address of a family member or neighbour who will be present during the delivery hours.

Please note that risk for loss or damaged product passes to the customer upon acceptance of the delivery.

If your delivery has not arrived within the estimated timeframe, please contact us on (03) 9456 9300 or after hours Paul Misso 0412 333 847.

Please note: we are closed on Sundays and all public holidays. Order your delivery for the day prior to avoid disappointment.

8. I am based overseas, but would like to order a cake to be delivered within Melbourne, can I still order from you?

Yes you can. Please note that our system allows for Australian based billing addresses only, so keep it the same as the shipping address. This will not affect the payment process.

9. How will my order be delivered? What if I am not home?

All of our products are delivered in refrigerated vehicles to preserve their freshness. If you are not at home, we cannot leave the products due to the sensitive nature of cakes. We will ring you to receive instruction on what you would like to do. Further deliveries may incur another delivery charge.

Sweet by Nature prides itself on our customer service levels and will resolve any matter you are unsatisfied with where ever we can. However, we are not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control. Our drivers will ring your contact number to clarify what you would like to do regarding receiving the delivery.

10. Do you make cakes for those with dietary requirements?

We make a wide range of products using gluten free recipes. These cakes can be used in most designs. We have nut free options but please be aware that we do use peanuts in the building. We have some vegan, dairy free, and egg free options available across several ranges as well as a fructose free Individual serve dessert in our Nourish Range.

Whilst we take every caution to ensure these lines are produced separately, we are unable to guarantee that our cakes do not have nuts, wheat etc.as these are present at the point of manufacture. We recommend that those with severe allergies purchase from purpose designed bakeries.

We do not use any trans fats in our products.

11. How much does delivery cost?

The delivery charge varies depending on distance from our kitchens.

Up to 10km is a $15 delivery fee           (free delivery over $150 + GST)

10km to 25km+ is a $20 delivery fee     (free delivery over $150 + GST)

over 25km is a $25.00 delivery fee        (free delivery over $150 + GST)

 Please add 10% GST to the above prices. The delivery fee is automatically calculated at checkout using your delivery postcode

12. What is your payment policy?

All orders placed online must be paid in full at the checkout to confirm the order. The order will not be delivered unless payment is finalised.

If you choose to order your cake via email or telephone as a pick up via our cafe, a 30% deposit is required to secure your order. We cannot proceed with an order without this deposit..If you are picking up your cake from our shop, you can pay the balance on the day of pick up; we accept credit card (visa or mastercard), cash or eftpos in store.

13. I would like to pick up my cake, how should I transport it?

We recommend keeping the cake as flat as possible and out of direct sunlight. We can provide anti slip pads to go underneath your cake box to help keep the cake from moving in your vehicle. Depending on your vehicle, and the size of your cake, you may like to put your cake on the floor in the front seat or in the back of your station wagon or 4wd. We do not recommend holding the cake on someone’s lap, or transporting in the boot of your car. For all high cakes, we recommend picking up in a 4wd or wagon type vehicle with a higher cargo area. If you choose to put your cake on the front or rear seat, the seat will need to be levelled and the cake restrained to prevent movement. We recommend driving slowly, especially around corners.

The team at Sweet by Nature are proud of our reputation for quality products and outstanding service.Our cakes are delicate, perishable items and as such should be treated with care. Especially in the warmer months, it is vital to keep the product cool and out of direct sunlight.

Unfortunately once you take possession of your cake, we cannot take responsibility for any damage incurred during transportation, or due to handling or storage of the cake by customers.

We are happy to offer a delivery service for all our cakes at an additional cost to ensure they arrive safely.