Disclosure of Dietary Restrictions

All our cakes are made in a kitchen where cane sugar, gluten, dairy products, nuts and soy are present.

If the consumer has any specific dietary restriction then it will be the duty of the consumer to inform this to Criollo Designer Cakes in writing (either digitally through social media message, email or text) at the time of placing the order. We will take the best measures possible to cater to our client’s requirement.

Consultations
Face to face consultations are available for large cakes only, and it must be booked at least with a 48 hours’ notice. Any face to face consultation may last between 15 minutes to an hour maximum.

Ordering
* Booking is only confirmed after a $50 non-refundable deposit is made.
* Cakes will not be confirmed until after we have discussed dates and details.
* Full agreed payment deposit will be required within 10 calendar days prior to due date.

Refund Policy & Cancellations

We have taken guidance from the Consumer Guarantees Act for the following policy. Our goal is to provide the very best in customer service whilst still acting within the parameters of the Act.

All replacements, credits, refunds and compensation are at the owner’s discretion.

Please be aware that preparation of your order begins in advance of the date of collection or delivery. Therefore we have strict limitations on how and when we can issue refunds, this is due to:

The administration that has already occurred in processing your order.
Your order possibly being already made and ingredients, labour and preparation that have already been incurred.
Your product being ‘made-to-order’ and us usually being unable to sell these products elsewhere.
Our production calendar filling up quickly and being on a first-come, first-served basis. If you cancel, your order has taken up slot that could have been filled by another customer.

REFUNDS:
* Refunds can only be made on the amount excluding the $50 non-refundable deposit.
* We will issue no refund or credit if order is cancelled within 7 calendar days of the agreed delivery/collection time

Please be aware that for any cancelled orders providing more than 7 calendar days’ notice you will be refunded the amount excluding the $50 non-refundable deposit you initially paid. We can only issue electronic fund transfers for eligible refund requests.

Should you need to cancel your order for any reason, please do so as soon as possible by EMAIL at criollo.designer.cakes@gmail.com quoting your order reference or send us a message through our Facebook page <fb.me/CriolloDesignerCakes>.

Vouchers

Vouchers cannot be cashed out, refunded or cancelled once purchased.
Vouchers remain valid for 1 year from the date or purchase.
Courses would be subject to availability, please contact us immediately to book your place once you have a voucher.

Product Quality Issues

We pride ourselves on the attention and care our whole team puts into every order. All of our cakes are hand-iced by our trained and skilled cake decorator. We do our absolute best to meet our customers’ expectations, however there must be an allowance for ‘artistic tolerance’.

We want you to be completely satisfied with everything you purchase from Criollo Designer Cakes, but know that sometimes, things can go wrong. If that happens, our response will depend on how quickly you are able to inform us

Damaged Cakes

Cakes will be inspected at time of collection and you will be given instruction on best transport techniques and how to cut for the required number of servings. Once you have taken collection of your cake, any damage thereafter is beyond the control of Criollo Designer Cakes and we cannot be held accountable. I will help where I can, but there will be extra cost if I have to come out and correct something. Bear in mind this is not always possible due to scheduling and location.

Force Majeure / Lockdowns

During lockdowns, we are usually able to continue trade whilst following government mandated procedures. Should Dunedin or NZ be moved into a lockdown, or any other event that prevents us from operating occurs, we will liaise with you in regards to what will happen to your order, depending on when it is scheduled for.

All orders that we are unable to fulfil will be cancelled and you will be emailed an online voucher for the full, equal value of the original order. We do not prefer to give cash refunds.

If your event is cancelled for whatever reason and you would like to cancel or postpone your order, please see our cancellation policy above.

Collection & Delivery

Once a cake or product has been collected from us, customers must accept all responsibility for the transportation of it. We cannot give compensation if there is damage during or after transit. We always advise customers the best way to transport products, but it is ultimately the customer’s responsibility to exercise extreme care when moving, transporting, storing and serving.

If the customer fails to collect the product from us on the agreed date and time, Criollo Designer Cakes will not be responsible or liable to maintain product quality beyond the agreed time and date. It will be the customers responsibility to contact Criollo Designer Cakes to discuss a different collection time and date and it will be our discretion on what we can accommodate. No refunds, credits or partial refunds will be accepted for failure to collect the product.

We have our own team that deliver around the greater Dunedin region. We do this to ensure we can deliver products in the best manner possible. If however, there has been an issue, please contact us as soon as possible so we can rectify the issue for you.

If the recipient is not home and no contact can be made, we will bring the product(s) back to our cakery. We will do our best to follow up with you as to the next step for collection or re-delivery. Please note there will be an additional charge to re-deliver. If we are unable to reach you or the recipient before the expiry of the product, no compensation will be provided.

If you provide permission, we can leave the order in the safest place possible. If we do so, we will not be liable for any damage that may occur.