Agreement to Our Terms
By placing an order with Shay's Bakes (SB), you acknowledge that you have read, understood and agreed to the following Terms & Conditions.
These Terms & Conditions are subject to change at any time without prior notice.
Payment
Full payment is required to confirm and secure your order unless otherwise agreed.
Your payment allows us to reserve your booking, purchase fresh ingredients and begin preparing your order. No orders will commence until payment has been received.
Order Changes & Cancellations
For cancellations of online shop purchases, a refund will be issued minus 25% of the product price, provided:
- At least 7 days’ notice is given, and
- No products have been made yet.
Alternatively, a credit can be applied for future use, however a $25 administration fee will still apply.
Late Cancellations:
Cancelling within 3 days of your collection or delivery date will result in forfeiture of the full booking amount.
Missed Collections:
If you fail to attend your scheduled appointment time for collection, we may not be available until the next business day for recollection.
Refunds cannot be provided for cakes not collected during business hours.
Rescheduling Orders:
To reschedule your order, notify SB in writing during business hours with sufficient notice.
The new date is subject to availability, and the deposit may not be transferable.
We aim to accommodate changes where possible and appreciate your understanding of these policies.
Refund Policy
Due to the custom and perishable nature of our products, we do not offer refunds for:
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Change of mind
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Incorrect information supplied by the customer
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Minor colour or design variations
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Damage after collection or delivery
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Delays caused by Australia Post or third-party couriers
Refunds or replacements may be considered if:
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We supplied the incorrect product.
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We made an error with spelling or personalisation.
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Your order does not match the order confirmed by Shay's Bakes.
If you believe there has been an error, please email info@shaysbakes.com.au within 24 hours of receiving your order, including clear photographs.
Each request will be assessed individually.
Collection & Responsibility
Once your order has been collected from Shay's Bakes, responsibility transfers to the customer.
We cannot accept responsibility for products once they have left our premises, including damage caused by:
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Incorrect transportation
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Heat exposure
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Improper storage
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Accidental damage
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Mishandling
No refunds or replacements will be provided once products have been collected.
Delivery
Delivery is available for all Shay’s Bakes products, including cakes, cupcakes, cookies, brownies, and other baked goods. Delivery fees are calculated based on your location, order size, and availability. The delivery fee will be displayed at checkout, or you can contact us prior to placing your order for a quote.
Please note: delivery time frames and availability may vary depending on our schedule and delivery routes. In some cases, delivery times may be adjusted 3–5 days before your order date (with your approval) to accommodate our delivery route for the day.
Uber Collection / Third-Party Couriers
If you are unable to collect your order personally, you are welcome to arrange an Uber or third-party courier service on the day of collection. Please provide our contact details to the driver or send us the courier details so we can identify the driver upon arrival.
Please note that once your order has been collected by an Uber or third-party courier, Shay’s Bakes is no longer responsible for any damage, delays, or issues that occur during transport.
We do not recommend Uber collection for delicate or tall cakes, including multi-layer cakes, tiered cakes, or cakes with fragile decorations, as they require careful handling and controlled transport conditions.
Delivery, Handling & Product Responsibility
Shay’s Bakes takes great care in preparing, packaging, and transporting all orders to ensure they arrive in the best possible condition.
Once your order has been delivered to the nominated address, collected by the customer, or handed over to an Uber/courier service arranged by the customer, Shay’s Bakes is no longer responsible for any damage, changes in appearance, loss of quality, or issues caused by handling, transport, storage, weather conditions, or delays outside of our control.
Customers are responsible for ensuring someone is available to receive the order at the selected delivery time. If no one is available, the order may be left in a safe location at the delivery address where possible, and Shay’s Bakes will not be responsible for any damage that occurs after delivery.
For cakes and other temperature-sensitive products, we recommend placing your order in a cool, air-conditioned environment immediately after delivery or collection and following any storage instructions provided.
Please note that cakes with delicate decorations, wafer paper, edible images, piping, or specialty designs may naturally change in appearance due to humidity, temperature, or refrigeration. While we take every precaution to minimise these effects, Shay’s Bakes cannot guarantee that decorations will remain exactly as they appear at the time of collection or delivery.
If you choose to arrange your own courier or Uber collection, you accept full responsibility for the order once it leaves our studio.
Shipping
Australia-wide shipping is available on selected products including cookies.
All parcels are shipped via Australia Post Express Post.
While every order is carefully packaged to minimise damage, once your parcel has been lodged with Australia Post, delivery times are outside of our control.
Shay's Bakes is not responsible for:
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Shipping delays
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Lost parcels
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Weather-related delays
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Damage caused during transit
If your order is required for a specific event, we strongly recommend selecting a delivery date several days before your event.
Product Appearance
Every Shay's Bakes product is handmade.
As each item is individually decorated, slight variations in colours, piping, icing, edible images and decorations are completely normal.
Reference photographs are used as inspiration only.
While we always do our best to recreate inspiration images, exact replicas cannot be guaranteed due to each baker's individual style, techniques, available materials and colour mixing.
Lighting, editing and screen settings may also affect how colours appear online.
Wafer Paper Cakes
Some cake designs include edible wafer paper decorations.
These cakes are freshly prepared on the day of collection to minimise wrinkling.
Because the cakes are refrigerated until collection, slight wrinkling of the wafer paper may still occur due to moisture and humidity.
This is completely normal and often improves once the cake has been sitting at room temperature before serving.
Product Care & Storage
Cakes & Cupcakes
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Keep refrigerated until approximately 1–2 hours before serving.
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Store in the box provided.
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Transport on a flat, level surface.
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Keep away from direct sunlight and heat.
Brownies
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Store in an airtight container.
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Best enjoyed within 5 days at room temperature.
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Refrigerate for up to 7 days.
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Suitable for freezing for up to 3 months.
Chunky Cookies
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Store in an airtight container.
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Best enjoyed within 7 days.
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Can be frozen for up to 3 months.
Decorated Sugar Cookies
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Store in a cool, dry place.
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Best enjoyed within 3 weeks.
Dietary Information
Our kitchen handles ingredients including:
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Gluten
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Dairy
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Eggs
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Soy
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Peanuts
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Tree Nuts
Although every care is taken during preparation, we cannot guarantee an allergen-free kitchen.
If you have any allergies or dietary requirements, please contact us before placing your order.
Halal
Our products are made using halal-friendly ingredients.
If you have any questions regarding ingredients, please contact us before ordering.
Inspiration Photos
We absolutely love recreating your inspiration.
Please note that inspiration photos are used as a guide only.
Every baker has their own decorating style and techniques, therefore your order may differ slightly from the inspiration image provided.
Colours, piping and decorations may vary slightly due to hand mixing colours, lighting and individual decorating styles.
Social Media
We love sharing our creations on social media and our website.
By placing an order, you acknowledge that photographs of your order may be used for marketing purposes.
If you would prefer your order not to be featured, please let us know before your collection date by emailing info@shaysbakes.com.au.
Minimum Orders
Unless otherwise specified:
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Custom Decorated Cookies – Minimum 30 cookies
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Wholesale Orders – Minimum quantities apply
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Other products are available in the quantities listed on our website.
Shelf Life
| Product | Best Enjoyed Within |
|---|---|
| Cakes | 3–5 days |
| Cupcakes | 3–4 days |
| Brownies | 5 days |
| Chunky Cookies | 7 days |
| Decorated Cookies | 3 weeks |
Contact Us
If you have any questions regarding your order or these Terms & Conditions, please contact us.
Shay's Bakes
📍 St Marys, NSW 2760