Criollo Designer Cakes FAQ

We create custom birthday cakes, wedding cakes, 21st and celebration cakes, graduation cakes, anniversary cakes, corporate and logo cakes, cupcakes, cupcake bouquets, desserts and gift boxes.

Selected products may be ordered through our online shop. Custom-designed products normally require a quotation.

Yes. Criollo makes personalised birthday cakes for children, adults and milestone celebrations. A design can be developed around the recipient’s age, name, colours, interests, theme and the number of servings required.

Yes. We make wedding and anniversary cakes, including buttercream floral cakes, tiered cakes and other individually designed celebration cakes. Please request a quotation so we can discuss the date, serving requirements, design and delivery or collection arrangements.

Yes. Graduation cakes, 21st birthday cakes and other milestone celebration cakes are part of our custom work. Include the date, required servings, preferred colours, wording and design ideas in your quotation request.

Yes. Criollo makes custom cupcakes, floral cupcakes, cupcake gift boxes and edible cupcake bouquets. Selected cupcake products can be ordered through our online shop; personalised or event-specific orders may require a quotation.

Yes. We make corporate cakes, logo cakes and branded cupcakes for businesses, events, schools and organisations. If you provide a logo, image or other protected material, you confirm that you are entitled to authorise its use for your order.

Yes. Selected products such as Traditional Tiramisu, Tres Leches, floral cupcakes, cupcake bouquets and gift products may be ordered from our online shop, subject to the products and dates currently available.

Yes. Depending on the product and available preparation time, an order may include a name, age, short message, colour theme, edible image, logo, fondant figure or other agreed handmade details. Personalisation must be confirmed in the quotation, product options or written order confirmation.

Please complete our Get a Quote form and provide your required date, occasion, approximate serving number, preferred design or theme, dietary requirements and whether you would like collection or delivery.

Reference photographs may be supplied to explain your ideas. They will be treated as inspiration rather than a guarantee of an exact copy.

We normally aim to respond to custom quotation requests within 48 hours. During particularly busy periods, weekends or public holidays, it may take a little longer.

Please contact Criollo as early as possible. We request an ideal minimum of 10 working days’ notice for cakes, cupcakes, cupcake bouquets, desserts and other products.

The absolute minimum notice we can consider is 48 hours. A request made with 48 hours’ notice is not guaranteed and will be accepted only if sufficient production capacity, ingredients and design time are available. Complex, large, wedding or event orders may require substantially more notice.

No. Receiving or discussing a quotation does not by itself reserve a production slot or confirm the due date.

For a custom cake order, the customer accepts the quotation, order details and applicable Terms and Conditions by paying the required $50 non-refundable deposit per cake. Once the deposit has cleared, the custom cake order is deemed accepted and its agreed due date is confirmed, subject to the full balance clearing no later than 10 working days before that due date.

Yes. Each quotation or booking message will state its own acceptance or payment deadline. The expiry period is decided case by case, taking into account the due date and the amount of notice provided.

If the quotation or required deposit is not accepted and paid by the stated deadline, its price, design proposal and production date may be withdrawn or offered to another customer.

• A single custom cupcake may be ordered where that option is available.
• Logo cupcakes have a minimum order of six cupcakes.
• The smallest cupcake gift box contains six cupcakes.
• A standard cupcake bouquet contains seven cupcakes.
• A large cupcake bouquet contains 13 cupcakes.
• Larger cupcake bouquets may be available by custom quotation.

Possibly. Whether a cake can contain more than one flavour depends on its size, structure and design and must be discussed through the quote form.

Different cupcake flavours and fillings may also be possible. Minimum quantities, production requirements and pricing can vary, so the selection must be confirmed in the quotation.

Yes. Consultations may be arranged by telephone, Zoom or in person, by appointment and subject to availability. Wedding-cake consultations are free. Any availability, format or charge applicable to another type of consultation will be confirmed before the appointment is booked.

Because Criollo is not a walk-in shop, please do not arrive for an in-person consultation without a confirmed appointment.

A custom cake order is deemed accepted and its agreed due date is confirmed once the required $50 non-refundable deposit per cake has cleared.

The deposit must normally be paid within three banking days of receiving the quotation or payment request. By paying it, the customer accepts the quotation, confirmed order details and applicable Terms and Conditions.

The confirmed booking remains subject to the full balance clearing no later than 10 working days before the due date. If full payment is not received by that deadline, Criollo may pause work and treat the order as cancelled in accordance with the late-payment and cancellation provisions. Planning, purchasing and production work begin after the deposit has been received.

No. The $50 deposit per cake is non-refundable. It remains non-refundable if the customer cancels, does not complete payment, stops responding, changes their plans or cannot proceed with collection or delivery.

Any reference to an eligible refund means only money paid above the $50 deposit per cake.

Yes. You may make part-payments by arrangement with Criollo. This is an instalment arrangement rather than a formal layby service.

Regardless of how many payments are made, the full balance must be paid no later than 10 working days before the product’s due date.

Full payment must be completed at least 10 working days before the due date. An order is not considered fully paid until all cleared funds have been received.

If full payment has not been received by the deadline, Criollo may treat the order as cancelled and retain the $50 non-refundable deposit per cake.

If cancellation is completed while more than seven working days remain before the due date, Criollo will retain the deposit and offer to refund the remainder paid. If the customer does not respond and the order enters the period of seven working days or fewer before the due date, the no-refund cancellation condition applies.

Depending on the order and checkout method, Criollo currently accepts Visa, Mastercard, POLi, Apple Pay, Google Pay and direct bank transfer. Payment instructions will be included with your quotation, invoice or online checkout.

Yes. Unless clearly stated otherwise, prices are in New Zealand dollars and include GST where applicable. Any delivery fee, additional custom work or third-party payment or currency-conversion charge will be identified separately where relevant.

Cancellation must be sent in writing to criollo.designer.cakes@gmail.com and takes effect when Criollo receives it.

If an accepted cancellation occurs more than seven working days before the due date, Criollo will offer a refund of money paid above the $50 non-refundable deposit per cake. The deposit itself is not refunded.

No refund is available when a cancellation is made on or within seven working days before the due date.

This includes circumstances where the customer no longer requires the product, does not respond, changes their plans or cannot collect or receive the order.

Requested changes must be discussed with and accepted by Criollo. Whether a change can be accommodated depends on the production stage, available materials, time remaining, scale of the change and whether it affects the price.

Additional costs may apply. Criollo is not required to accept a late or impractical change, and the general Terms and Conditions continue to apply.

Not automatically. A confirmed custom order, production date or order credit may be transferred only if Criollo agrees in writing. A gift voucher may be given to another person unless the voucher states that it is personal or non-transferable.

If Criollo must cancel an accepted order, we will discuss the reasonably available options with you. Depending on the circumstances, these may include a suitable replacement or substitute product, a voucher or a full refund.

If no alternative is reasonably acceptable to the customer, Criollo will offer a full refund of all money paid, including the deposit.

Reference photographs are useful for communicating an idea, theme or preferred style, but they do not create a promise that the finished product will be an exact replica.

Every Criollo product is individually handmade. Differences in materials, proportions, colours, decoration and artistic interpretation are normal.

Artistic tolerance means accepting the reasonable variations that naturally occur in handmade products. No two custom cakes, cupcakes, decorations or arrangements will be exactly identical, even where they use the same theme or inspiration.

Screen settings, lighting, photography, edible materials and handmade colour mixing can all affect how colours appear. We will work towards the agreed colour theme, but an exact digital colour match cannot be guaranteed.

Yes, by prior agreement. A customer may supply a topper or suitable accessory for Criollo to use, subject to its size, weight, food-contact suitability, timing and compatibility with the design.

Criollo may also source or create toppers and accessories for you, with the agreed cost added to the order. Please do not deliver or assume that an item can be used until the arrangement has been confirmed.

Design confirmation forms part of the ordering process. Depending on the order, this may be recorded through the accepted quotation, written description, reference images, agreed details or a design preview.

Criollo will consider a reasonable number of revision requests while the order remains at an appropriate planning stage. Revisions are not accepted during the final 48 hours before the due date. A requested revision is not confirmed unless Criollo accepts it in writing, and changes may affect the price.

Yes, by prior arrangement and subject to availability. Criollo may supply or hire cake stands, display equipment, candles and cake knives. The quotation or written agreement will record the price, hire conditions, collection or return arrangements, security deposit if any, and responsibility for loss or damage.

Depending on the product and ingredients available, Criollo may be able to provide gluten-free, dairy-free, vegan, egg-free, halal-suitable, kosher-suitable, keto, low-sugar and nut-free options. We do not offer sugar-free products.

All dietary requirements must be discussed before the order is placed and confirmed by Criollo in writing. Please also read the shared-kitchen allergen information below when deciding whether a product is suitable for the intended consumer.

Possibly. Tell Criollo about every relevant dietary restriction, allergy or intolerance immediately and before placing the order. We will confirm whether the requested recipe or ingredient approach can reasonably be accommodated.

Do not assume that a request has been accepted unless it appears in the quotation or written order confirmation. The shared-kitchen and cross-contact warning applies to every dietary option.

No. All Criollo products are made in a kitchen where gluten, nuts, dairy and other allergens are present and handled.

Although care may be taken when preparing a dietary option, we cannot guarantee that a product will be completely free from traces of an allergen or from cross-contact. Customers must consider this information carefully before ordering for anyone with an allergy or medical dietary requirement.

The customer is responsible for providing complete and accurate dietary and allergy information before the order is confirmed.

The customer is also responsible for ensuring that the recipient and anyone consuming the product are informed about the declared ingredients, dietary limitations and shared-kitchen risk.

Yes. Our dietary declaration can be supplied on request. Dietary and shared-kitchen information is also referred to in the quotations we provide.

Criollo Designer Cakes operates from a registered kitchen and collection studio in Balaclava, Dunedin.

We do not have a walk-in retail shop. The exact collection address and appointment instructions are provided directly to confirmed customers when required.

Yes. All collections are by appointment. Please arrive at the agreed time or contact Criollo as soon as possible if an unexpected delay occurs.

Yes. You may nominate another person to collect the order. Please tell Criollo who will be collecting and make sure that person knows the agreed appointment time and receives all relevant transport, storage and care instructions.

The customer must contact Criollo immediately if the collector will be late. How long we can wait is at Criollo’s reasonable discretion and depends on other bookings and business commitments.

We will tell the customer whether a later collection can be offered. If no later arrangement is available or the customer does not communicate with us, the order may be treated as abandoned. Product quality cannot be guaranteed beyond the agreed collection time, and failure to collect does not create a right to a refund, credit or replacement.

Yes. Delivery can be requested for any product.

Delivery is available within Dunedin, Mosgiel and other Otago locations by arrangement. Delivery is subject to availability, and a delivery charge will apply according to the destination and order requirements.

Delivery is arranged within an estimated delivery window rather than guaranteed for an exact minute. Criollo will take reasonable care to meet the agreed window, but traffic, weather, access, earlier deliveries and events outside reasonable control may affect timing.

The purchaser must provide accurate delivery details, access instructions and a contactable recipient.

Possibly. Delivery and setup at a wedding or event venue may be offered for an additional charge, subject to availability, distance, access, timing, equipment and the complexity of the setup.

This service must be discussed and expressly agreed while placing the order. It is not included unless it appears in the accepted quotation or written order confirmation.

No. Unless your quotation, product listing or voucher expressly states otherwise, delivery is an additional service charged separately. Collection from our Balaclava studio is available without a delivery charge.

Orders completed through the website shop are currently set up for collection. If you would like delivery, contact Criollo directly before relying on delivery being available. Delivery must be agreed separately and an additional charge applies.

If delivery cannot be completed because the recipient is unavailable, access is prevented or the supplied details are incorrect, the order may be returned and an additional delivery charge may apply. The purchaser should provide accurate details and a contactable recipient.

You may ask Criollo to leave an order in an agreed place if we accept that arrangement. Handover is complete when the order is left there, and responsibility for its security, temperature, condition and later handling then passes to the customer or recipient.

Once the product has been handed over to the customer, their representative or the nominated recipient, responsibility for its safe transportation, handling, storage and use passes to that person.

Criollo is not responsible for damage, deterioration or accidents caused by transportation, handling, storage or use after handover has been completed.

Please tell us approximately how many people you would like to serve and how the cake will be used. Serving numbers can vary depending on the cake’s height, shape and portion size. Criollo can recommend a suitable size when preparing your quotation.

Serving numbers are estimates based on the cake’s agreed dimensions and the recommended cutting method. The number actually obtained depends on how the cake is cut and the portion size chosen by the customer, venue or caterer.

Yes. Our Cake Cutting Guide explains a practical method for cutting tall cakes into manageable portions. The guide can also be supplied directly to customers on request.

Storage requirements can vary according to the product, filling, decoration and weather. Please follow any product-specific handling or storage instructions provided by Criollo.

If you are uncertain, contact us before the due date rather than making assumptions about refrigeration or room-temperature storage.

After handover, the customer decides how to use or store the product and its leftovers, subject to applicable food-safety requirements. Criollo does not guarantee the freshness, texture, appearance or food safety of any cake, cupcake, dessert or leftover that a customer freezes, thaws, refreezes or stores outside the instructions supplied for that order.

Customers are responsible for following current New Zealand food-safety guidance, considering the product’s ingredients and time outside temperature control, and discarding food if its safety is uncertain. Anyone seeking advice for an allergy, pregnancy, low immunity or another medical condition should consult an appropriately qualified health practitioner.

Keep the cake boxed, level and supported from underneath. Place it on a flat, stable surface in a cool vehicle—not on a sloping seat or someone’s lap. Avoid sharp braking, direct sunlight, heaters, hot vehicles, moisture and unnecessary movement.

Where reasonably possible, inspect the order at collection or delivery and raise any visible concern before handover is completed. For a later quality, safety or order-accuracy concern, contact Criollo as soon as reasonably practicable.

Please provide your name and order reference, a clear explanation, photographs or video of the product and packaging, and retain the relevant product where it is safe and reasonable to do so. Any remedy will depend on the facts and applicable New Zealand law.

Yes. Customers can order from elsewhere in New Zealand or from overseas for a recipient living, working or studying in Dunedin, Mosgiel or another location we can reasonably service.

Gift orders may include custom cakes, cupcakes, cupcake bouquets, desserts and gift boxes. Criollo makes the product locally and can arrange collection or paid local delivery, subject to availability.

Criollo creates products for collection or agreed delivery within the areas we service. We do not represent local cake delivery as nationwide or international product shipping.

However, the person purchasing the gift may place and pay for the order from anywhere.

A voucher is valid only for the period stated on it and may be used only for the product, value, service or experience it describes. A consumer gift voucher sold on or after 16 March 2026 will have a validity period of at least three years from its sale date unless a statutory exclusion applies. Complimentary, promotional, prize, refund or event-specific vouchers may have the validity period stated on them where the statutory minimum does not apply.

The voucher may also state whether dietary variations can be accommodated.

• A voucher may be used only once.
• It cannot be divided, split between bookings or used in separate parts.
• A booking must be requested at least seven days before the intended collection date.
• Providing seven days’ notice does not guarantee acceptance; Criollo must have an available production slot.
• The voucher will state whether it is for collection or delivery.
• Failure to collect the order at the agreed time may result in the voucher being forfeited.
• Vouchers cannot be exchanged or redeemed for cash.
• Criollo’s general Terms and Conditions apply.

No. Criollo is a home-based registered cake business rather than a public walk-in retail shop. Orders must be placed online or arranged directly, and collections are by appointment.

Yes. The Cake Lady Dunedin is a trading name used by the cake maker behind Criollo Designer Cakes. Both names refer to the same Dunedin cake business.

Use our online shop when the product you want is already listed and can be ordered through the website.

Use our Get a Quote form when you require a custom design, personalised product, special arrangement or product that is not available as a standard shop listing.

No. Customers may complete an eligible online-shop purchase using guest checkout without creating a website account. The contact, billing, collection and delivery information required for the particular order must still be supplied accurately.

The person placing or paying for an order must be at least 18 years old and legally capable of entering into the purchase agreement. By submitting an order, approving a quotation or making payment, the customer confirms that they have the legal authority to do so.

For a quotation, please include your name, email address, mobile number, required date and a description of what you would like.

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Please read our Terms and Conditions, Privacy Statement and Cookie Policy.

These policies should be read together with any quotation, product description, invoice, voucher or order-specific agreement supplied by Criollo Designer Cakes.

No. Criollo does not sell, rent or trade customer or gift-recipient information to unrelated businesses for their own marketing.

No. Complete card numbers and card security codes are entered into secure payment fields and handled by the payment provider rather than stored by Criollo. We may receive limited transaction information such as the payment status, transaction identifier, card brand or last digits where the provider supplies them.

No. Criollo does not add a gift recipient to a marketing list merely because another person ordered a gift for them. Recipient information is used for the order, delivery, customer service, safety, record-keeping and related lawful purposes.

Criollo may photograph completed cakes, cupcakes and desserts for quality records, its portfolio, gallery, social media and business promotion. If an order or design is confidential, please tell us before collection or delivery so the request can be recorded and respected where applicable.

Yes. You may ask to access personal information Criollo holds about you or request correction of information that is inaccurate, incomplete or misleading. Contact the Privacy Officer at criollo.designer.cakes@gmail.com.

Use the Manage Consent control in the website footer to review or change optional cookie choices. You can also block, limit or delete cookies through your browser or device settings.

Yes. Refusing optional preference, statistics or marketing technologies should not prevent ordinary shopping. Strictly necessary technologies remain available because the cart, checkout, payment security and saved consent choices may depend on them. Some optional maps, chat, social content or personalised features may be unavailable.

Strictly necessary or functional technologies keep requested services working. They may preserve items in the cart, support checkout and payment security, maintain an authorised login, protect the website and remember your privacy choices.

Use the unsubscribe method included in the message or contact the Privacy Officer by email. Criollo aims to action a valid unsubscribe request within five working days. Order confirmations, quotation discussions, delivery messages and replies to your requests are service communications rather than marketing.