FAQ'S

 

Thank you for your interest in my work! I would love to make something amazing for you for your next special occasion. If it's your first time ordering with us, please see below the answers to some Frequently Asked Questions. 


Where is pick up?

Cake pick up is Mt Eden. The full address details will be sent to you in your order confirmation email. We are an online shop only and run on a strict pick up time. If you cannot make your scheduled time you will need to rearrange with us as soon as possible. However we cannot guarantee that your new preferred time will be available.

How do I contact you?

The best way to contact us is via email - orders@ourlittlekitchenco.com . We currently do not have a direct phone number but hoping to have this soon :) 

How do I place my order with you? 
You can do this via our secure online shop at anytime with a credit or debit card payment. Just choose your preferred cake style, icing colour, cake flavour and we'll look after the rest. You will receive an email confirmation once your order has been accepted.  Click here to get startedIf you are wanting a customised cake, complete the form in the header above and we will be in touch very soon.

How far in advance should I book my cake with you?
As soon as you can! We take orders on a first come, first serve basis and have limited availability.  All of our cakes are made to order.

EEEP! Help I’ve left my cake last minute, can you please squeeze me in?
We can only try! Please send us an email with the subject line “URGENT – (date you need it)” but make sure you ask nicely ;)

What's the cancellation policy? 
Sorry there are unfortunately no refunds if an order is cancelled within 7 days of it's collection date. Please note there is a 15% processing fee that is non-refundable at anytime. No refunds will be given to no-shows.

Can you write a personalised message on my cake? 
Unfortunately our piping handwriting isn’t as good as our caking! If you would like your cake personalised, we can order in custom toppers for you, just let us know when placing your order. They are at a set price of $50 and are fully customisable, font, colour, theme and wording.

Will my cake be ok in the fridge overnight if I collect it the day before my event?

Yes! Keep the cake cool and refrigerated before your event where possible as the cakes are made of buttercream and can be very delicate. Do not leave in direct sunlight or heat. Remove the cake from the fridge 1-2 priors to eating or just before putting on display. If storing overnight in the fridge, wrap 2 layers cling film around the box to keep odours from the fridge away from the cake.

I want a cake for Sunday but you aren't open, if i book for Saturday will it be okay until the next day?

Yes! Like mentioned above the cake will be fine in the fridge overnight. Wrap 2 layers cling film around the box to keep odours from the fridge away from the cake and remove from the fridge 1-2 hours prior to eating or just before putting on display.

After your event

Once cakes have been cut any left overs should be glad wrapped and/or placed in an airtight container and cut as you need/want ;)

Can I have a fondant cake?
Unfortunately we do not use fondant, fresh buttercream only.

I saw a cake on your Instagram that I like, can I have the exact one?
Yes you most definitely can, however please note each cake is unique and no 2 cakes are exactly the same, placement for placement. We will do our best to get the exact same design. The decoration on floral and fruit cakes is season dependant, we may not always be able to get the exact same product, however we will substitute it with products which reflect the same asthetic.

Do you make vegan, dairy free or gluten free cakes?
No vegan or dairy free cakes sorry. All of our cakes are made with free range eggs, milk, butter and cream. We can in some cases make gluten free cake, please send us an email if this is something you are after.

What's the best way to transport my cake once I collect it from you?
During transportation, please keep cake flat! Either on the passenger's lap or the floor of the car works great. If this is a larger space, place either a towel or jumper around the base of the box to keep it from sliding around the floor. I would highly suggest keeping the air con on cold whilst the cake is in the car. Please avoid putting it on the seat, as it can cause the cake to slope.

Can I change my order once it's been placed?
Yes, you can change any order with 7 days notice. Simply email us your order confirmation number and what you would like to change. We will confirm all updated orders via email – fees may apply.

How far advance do you book for weddings and other large special events?
Weddings can be booked up to a year in advance! We recommend booking at least 4-6 months before your big day, as the wedding season typically books up very quickly and we can only take so many events each weekend. For large custom cakes for special events, 2 months is always a good amount of time, although it you have a last minute request we will definitely try to make it work! For 1-tiered customised cakes, 2 weeks is the typical time requirement.

Can you make a cake from another cake designer?
If you can’t book in with them then yes, all credit will go to them and their amazing designs!

Do you deliver?
For celebration cakes we can deliver Tuesday-Thursday, date and location dependent. For wedding cakes this will be discussed in your consultation.

Do you ship cakes and deserts around NZ?
As much as we would love anyone from any place to be able to have one of our products this is not a service we supply at the moment but is something we are looking into. If you would like to organise this service, that is fine with us but placed at your own risk.

Do you do shaped cakes?
Unfortunately not at this stage, all cakes are round.

I’m still confused or have other questions that I need answered!
No worries at all, flick us an email with your questions, or if you would like to talk over the phone and we will book in a time to give you a call.

 

We look forward to baking for you in the near future!


TERMS AND CONDITIONS

At Our Little Kitchen Co we endeavour to delver exceptional experiences with every cake. By using any part of this website you do so with the acknowledgement and acceptance of our terms of services outlined below. Please read these carefully.

ORDERING

Orders should be placed 48 hours prior to a scheduled pick up time. All orders follow a 'Order received' to 'Order confirmed' process. This is to ensure that the customer has not booked on a day that is fully booked or a when we are closed. Payments is made at check out and at this point the order status is 'Order received'. Payment is made via online bank transfer or our secure payment gateway,  Stripe with industry standard encryption.

IT IS THE CUSTOMERS RESPONSIBILITY TO CHECK THE CAKE AVAILABILITY CALENDAR

Inline with our cancellation policy, all refunds incur a 15% non-refundable fee for the initiating of an order. All cancellations should be made in writing to orders@ourlittlekitchenco.com. 

CHANGES

Changes to cake orders must be made in writing to us 3 days ahead of your scheduled pick up time. We cannot guarantee that the requested change will be available for the finished cake and will assess each request within reason. It is at our discretion to accept any change requests within this period. 

CANCELLATION

Our policy on cancellations is as follows due to the various costs incurred prior to the deliver of your cake. We take orders on a first-come-first-serve basis therefore a cancellation will be made at the expense of Our Little Kitchen Co and turned-down customers. Cancellations of cakes will be accepted up to 10 days before the scheduled pick up time only. No refunds will be given to cancellations within this period. This includes changes of mind,  and unforeseen events.

All refunds incur a 15% non-refundable fee for the initiating of an order. All cancellations should be made in writing to orders@ourlittlekitchenco.com.

CUSTOMER SATISFACTION - REFUNDS

It is our ultimate goal to deliver exceptional experiences through our cakes. This is done through our careful selection of premium ingredients, attention to detail and care throughout the cake-struction process. From initial order to final pick up and consumption we wish to provide our goal to each customer.

Because we pride ourselves on customer satisfaction we acknowledge the rights given to each customer under the Consumer Guarantees Act and the responsibilities given to us. Any refunds, where a cake is not acceptable as intended, will be made at the discretion of Our Little Kitchen Co. This will involve an assessment of the cake therefore it will need to be returned and not consumed. Upon such refunds the cake will be retained by us. Refunds will be made using the same method of purchase.

Once a cake has been collected from our premises it should be inspected by the customer. This is to ensure that we have met your specifications of flavour, design and colour. Once inspected, the cake is considered 'accepted' by the customer. By accepting the cake the customer bares all responsibility for the cakes care and safe delivery to venues etc. No responsibility will be taken by Our Little Kitchen Co once the cake has been accepted. Please refer to our cake care tips in the menu above.

ARTISTRY DISCLAIMER

As stated in the cake description "no two cakes are the same" therefore exact replicas are not guaranteed. We are creatives and express this through our cakes with each of the decorative element being hand placed on the cake. Elements may become unavailable therefore we will endeavour to replace such elements to maintain the integrity of each design. Requests for specific designs will be followed with attentive care however we reserve the right to artistic expression therefore cannot guarantee the finished cake will look an exact replica.