Terms & Conditions

TERMS & CONDITIONS

Please kindly read the following terms and conditions carefully before confirming your order with Bel Bear Bakes. Bel Bear Bakes may at any time, amend, vary or modify these terms and conditions without notice. Any modifications to this site will be effective immediately, and any subsequent use by you of the website will constitute an acceptance of those modifications. Please re-read these terms and conditions, product information and other policies before subsequent use.

1. PRICING, BOOKING, ORDER CONFIRMATION, CANCELLATION AND REFUNDS

1.1 Pricing

Final cake prices are based on the cost of cake ingredients and materials, serving sizes, the time and labour required, and the overall design elements incorporated. Quotes are valid for 10 days, unless otherwise specified, and all quotes will be sent to the email address provided in your initial enquiry submission. Special pricing and discount promotional offers may be reviewed, changed, updated or discontinued without notice.

Custom cake quotation or pricing may only be provided after completion of either our celebration cake or wedding cake quote forms. Once a form enquiry is submitted, a quote will then be emailed within 3-5 business days, not including any of our closed business days. Bel Bear Bakes reserves the right to cease communication with any potential customers requesting custom cake pricing or information, who are unwilling to complete our website quote forms or reasonably provide us with the necessary information required to assist with quotation or pricing.

Bel Bear Bakes does not provide quotation or pricing for products requested for unknown or unconfirmed event dates, or dates that we're closed, unavailable, or unable to book. Bel Bear Bakes reserves the right to cease communication with customers who insist on obtaining quotation or pricing for products requested for unknown or unconfirmed event dates, or dates that we're closed, unavailable, or unable to book.

1.2 Order Lead Times

For our Custom range, an order lead time of 3-4 weeks is recommended. If a custom topper or other speciality and novelty décor are required, we may require a lead time of up to 4-6 weeks. For our Express range, a minimum lead time ranging from 7-14 days may be required depending on the specific product. For wedding cakes with two tiers or more, we recommend a lead time of at least 12 weeks to allow sufficient time for design consultation and tasting before confirming your final cake details. Any product purchases made via our online shop that do not coincide with required lead times will be automatically refunded, less any applicable processing fess.

1.3 Order Confirmation, Deposit and Payment

Custom Celebration Cakes
The order confirmation date is the date and time payment is received and funds have cleared. We can only take a limited number of orders per week; therefore, we base our schedule on a first paid first-served policy. Once your final cake details have been finalised, and your invoice has been emailed to you, a tentative booking is held up until your invoice due date deadline. No dates are held during the quotation process. In general, a booking is held for 48 hours from when an invoice is issued, with payment due within 48 hours, unless otherwise specified. If payment is not made by the due date, invoices are automatically cancelled, and tentative bookings are voided from our calendar. Unfortunately we're not able to hold calendar space or provide extensions for unpaid orders. If your order is cancelled due to missing your payment deadline, a second invoice may be issued provided we have the availability in our custom cake calendar and the required lead time for the cake design allows for an extension.

For larger bookings over $500, we accept a non-refundable 50% deposit to secure and confirm a booking, with the outstanding balance due 2 weeks before the collection or delivery date. All other orders need to be confirmed with full payment. If a custom product over $500 is ordered and required in under 2 weeks, the full amount is due within a 48 hour period of receiving your
invoice.

Custom Wedding Cakes
All bespoke wedding cake quotes are provided in writing by Beal Bear Bakes. Once your quote has been sent to you, your date may be held for 2 weeks, pending our calendar availability. Once your final cake details have been finalised and your invoice has been emailed to you, a 50% non-refundable deposit is required to secure and confirm your order, with payment due within 48 hours unless otherwise specified. Orders and dates are not secured unless a deposit has been paid. If payment is not made by the due date and time, invoices are automatically cancelled, and tentative bookings are voided from our calendar. The outstanding balance is then due 4 weeks before the collection or delivery date. If a wedding cake over $500 is ordered and required in under 4 weeks, the full amount is due within a 48 hour period of receiving your invoice.

Perishable Cake Shop Products
All perishable predesigned cake shop products may be purchased directly via our website shop and availability calendar. Payment must be made in full as prompted, and no deposit payment options are available for this product range.

Nonperishable Gift Shop Products and Everlasting Flowers
Please refer to clause 7.3

1.4 Form Entry and Invoicing

Upon receipt of your order, you will be emailed a copy of your invoice. Please ensure all contact details, personal information, the spelling of names, delivery or collection dates and times, design, cake flavour and any requested changes have been adequately documented on your invoice. It is the responsibility of the customer to cross-check all details on the invoice are correct before making payment; please contact us as soon as possible regarding any errors on your invoice. Refunds will not be issued for the failure of the customer to enter the correct the delivery address on form fields or shop entry shipping or delivery field.

1.5 Cancellations and Refunds

While it rarely happens, sometimes cancellations and schedule changes are unavoidable. For any changes to delivery and setup times, provided a reasonable amount of time is provided, we will always endeavour to work flexibly with any client to change or otherwise offer alternative arrangements where possible, at our discretion.

Change of Mind
Please note that full refunds will not be issued for change of mind, incorrect date and time entry via our shop or website forms, change of circumstances, or failure of the client to notify us of any incorrect information on the invoice. Any order scheduled for a collection that is not collected will not be refunded, and any perishable products will be disposed of 48 hours after the scheduled collection date has lapsed. Any processed refunds are returned to the account the order was placed with within 3-7 working days.

Custom Cakes, Cake Shop and Perishable Gift Shop Products / Standard Policy
If you have no other option but to cancel your order, we accept weekday cancellations via email before 4:00 pm, up to 7 days before your event. All deposits are non-refundable, and an additional cancellation fee may apply if an insufficient notice period is provided before cancellation. This is solely to cover costs incurred in the purchase, priority and preparation phase of the order.

Cooling-off period (website cake shop products only): If an order cancellation request for any reason is received in writing within 24 hours of making the purchase, the order can be refunded in full, less any applicable credit card or processing fees. Any custom acrylic cake toppers ordered are not included in the cooling-off period and will not be refunded. Once the 24-hour period has lapsed, our standard refund policy below below applies.

Our standard charges for cancellations are as follows:

For an order cancelled more than 7 days before the scheduled pickup or delivery date, a 50% refund will be issued
For an order cancelled less than 7 days before the scheduled pickup or delivery date, no refund will be issued

Wedding Cakes (2 or more tiers) / Standard Policy
Wedding cake deposits are also non-refundable, and we are unable to offer any refunds if a wedding cake is cancelled later than four weeks before the collection or delivery date. If a wedding cake has been paid for in full and is cancelled earlier than four weeks before the event, the total amount less 50% will be refunded. Please note that single tier wedding cakes fall under our custom product refund policy as noted above.

Incorrect Delivery Information
Refunds will not be issued for the failure of the customer to enter the correct delivery address on our shop entry shipping or delivery field or website forms. Any order scheduled for a collection that is not collected will not be refunded. If incorrect details are initially provided and subsequent re-delivery is required, you may be charged an additional delivery fee equal to the new delivery cost.

Change of Delivery or Pickup Information
Once a delivery is booked in and paid for, it may not be changed to a pickup option, and refunds will not be issued for change of mind on delivery at any point after making payment on any orders. Once a pickup is booked in and confirmed, it may not be changed to a delivery option, and refunds will not be issued for change of mind on pickup at any point after making payment on any orders.

Absence of Recipient
For business locations or multi-level buildings or apartment and unit blocks, deliveries will be made via the delivery dock or reception. It is the responsibility of the customer to ensure that someone will be present at the delivery address to receive your order at the allocated delivery time. Bel Bear Bakes will not be able to wait at a delivery location in the event there is no authorised person to receive the order. If no one is present at the address, your order will be left at the doorstep or front entrance. Bel Bear Bakes is not responsible and will not be held liable to issue refunds for lost or damaged deliveries made in the absence of the recipient.

Early and Late Arrival
Our arrival time cancellation and refund policy includes, but is not limited to, order collections, flower, cake topper and other prop drop offs, as well as design consultation appointments.

Customers who arrive before opening time, or earlier than their scheduled pickup window may be instructed to wait until opening time, or to come back at their scheduled pickup time window to collect their orders, or to drop off their flowers/toppers/props. Customers who arrive later than their scheduled pickup window, or request to arrive later than their scheduled pickup window, may not be able to collect their orders, or drop off their flowers/toppers/props due to overlapping schedules. Any customers who arrive after pickup/closing hours will be instructed to return the following day during trading hours to collect their orders, or to drop off their flowers/toppers/props.

Refunds will not be be issued if customers should should fail to arrive during their allocated pickup or drop off window. Late arrival on Sundays will result in orders being discarded, and no refunds will be issued. Late arrival to a design consultation appointment may result in a shortened consultation, or where this isn't possible, appointment cancellation, and no refunds will be issued.

Order Postponement
At our discretion, Bel Bear Bakes may allow orders to be postponed for up to 6 months, provided we receive written notification with a request more than 4 weeks before the booking date. The postponement of an order will only be permitted if no design, size, flavour and pickup or delivery changes are required to accommodate the new booking date. If these conditions can’t be met, a 50% refund may be issued instead, in line with our standard refund policies.

If postponing an order, a new booking must be made within a 6-month period, provided we have availability for the new event date when a new date request is made in writing. A lead time of at least 3 weeks is required when booking your new date. If requesting an order postponement and a postponement is granted, if no new booking is made within a 6-month period, a 50% refund will not be issued. Bel Bear Bakes reserves the right to refuse to postpone a booking if we believe postponement is not a viable business option.

Customer Conduct
Bel Bear Bakes reserves the right to cancel orders and refuse to engage in business with any uncooperative customers (or potential customers) who are disrespectful, or unwilling or unable to comply with our business policies or procedures; including but not limited to, completing the required website forms to obtain pricing, making payment by an invoice due date, or providing any other necessary information required to process or confirm an enquiry or order.

2. CAKE COLLECTION, TRANSPORT, DELIVERY AND STORAGE

2.1 Collection, Transport and Display

For smaller orders, clients are free to collect from our residence at a scheduled time on a weekend, or as otherwise organised for a weekday. Once a cake has been collected and has left our studio, it is the responsibility of the client to ensure it arrives safely at its destination. Bel Bear Bakes will not be responsible for any damage that may occur to your desserts during transport, so please ensure you take care on your journey.

General Storage and Display
Buttercream will soften during transport; please ensure your cake is placed back into the fridge after delivery, or as soon as you arrive home or at your event location. All cakes should then remain in the fridge and may be brought to room temperature 30 minutes before serving; or right before event commencement if going on display. While on display, cakes must be kept away from any direct sunlight and the temperature should not exceed 21 °C. Our cakes are not suitable for outdoor weather or events and should under no circumstance be displayed outdoors. During warmer weather, if your home or venue is equipped with a refrigerated cooling system, provided the temperature is under 21°C, the cake can be on display for 4 hours before serving. If your home or venue has an evaporative cooling system, your cake must be kept in the fridge or cool room and brought to display only 30 minutes before serving. This is because moisture from evaporative cooling disrupts the buttercream and will result in obvious condensation and eventual melting of the buttercream.

Wedding Cake Display
Tiered wedding cakes may be displayed on the allocated cake display table directly by Bel Bear Bakes, unless we are otherwise instructed by the venue. If temperature conditions aren’t met, Bel Bear Bakes will direct the venue staff to make alternative arrangements for the cake according to our wedding cake display recommendations below. Bel Bear Bakes will fully inspect and photograph the product prior to departure. The room temperature may also be checked and recorded with a temperature probe prior to our departure.

If the indoor display room temperature is below 21°C, the cake can be on display for a maximum of 4 hours before cutting.
If the indoor display room temperature is between 21°C -23°C and it can’t be brought down, the cake can be on display for a maximum of 2 hours before cutting.
If the indoor display room temperature is between 23°C -24°C, and it can’t be brought down, we strongly recommend storing the product in a fridge or cool room and only bringing it to display 30 minutes before cutting

Bel Bear Bakes will not be held responsible for any condensation, melting or structural damage that may occur to our products where the display time exceeds 4 hours, or where the display setting is: in direct sunlight; outdoors; a humid, moist or poorly ventilated area; lacking a refrigerated cooling air-conditioning system; a temperature above 21 °C. Bel Bear Bakes will not be responsible for any incorrect display, storage or serving conditions of cake products once in a client's or public venue's possession.

2.2 Delivery and Shipping

We offer an off-peak delivery service across Metro Melbourne, within a 30km radius of Gladstone Park. If set-up at the venue is required, an additional fee may also apply. A suitable delivery time will be scheduled pending confirmation of your order, which will always coincide with your event date and time, unless otherwise necessary (e.g. cakes may be delivered earlier than required during warmer weather). While delivery is recommended for large or tiered cake orders and special events, there may be times that we are not able to offer delivery on orders due to limitations of scheduling. However, you will be advised of any delivery restrictions, should they apply, before confirming your order.

If we are delivering to a public venue, we may get in touch with the venue to arrange a suitable delivery time and confirm that adequate facilities will available to us for safe cake assembly (if necessary). If sufficient venue contact information isn’t provided to us at the time of payment, and we’re unable to plan delivery and access to the venue ahead of time, you order may be cancelled.

If incorrect details are initially provided and subsequent re-delivery is required, you may be charged an additional delivery fee equal to the new delivery cost. Once a delivery is booked in and paid for, it may not be changed to a pickup option, and refunds will not be issued for change of mind on delivery at any point after making payment on any orders. Once a pickup is booked in and confirmed, it may not be changed to a delivery option, and refunds will not be issued for change of mind on pickup at any point after making payment on any orders.

For business locations or multi-level buildings or apartment blocks, deliveries will be made via the delivery dock or reception. It is the responsibility of the customer to ensure that someone will be present at the delivery address to receive your order at the allocated delivery time. Bel Bear Bakes will not be able to wait at a delivery location in the event there is no authorised person to receive the order. If no one is present at the address, your order will be left at the doorstep or front entrance. Bel Bear Bakes is not responsible and will not be held liable to issue refunds for lost or damaged deliveries made in the absence of the recipient.

If booking a cake delivery to a public venue, you are providing Bel Bear Bakes
with direction and consent to deliver your purchased cake to your nominated location, where it will be received, stored and served by a third-party venue. While we may provide clear recommendations regarding ingredients, allergens and safe storage and display conditions, we confirm that any alternative arrangements made for your cake after the time of delivery will be an agreement made between yourself and your nominated venue. Bel Bear Bakes is not responsible or liable for any damage that may occur to your cake once delivery and setup has been safely completed, and our contract has ended. If the venue we are delivering to has set out an indemnity or exclusion clause for any damages that may occur to your property once the product has left the possession of Bel Bear Bakes, consent will be an agreement made solely between yourself and your nominated venue, independent of Bel Bear Bakes.

Bel Bear Bakes does not offer domestic or international shipping on any products.

2.3 Storage

All cakes should be stored in the fridge and may be brought to room temperature 30 minutes before serving. Leftover cake (excluding decorations) may be cut into slices, placed into an airtight container and stored in the fridge. Alternatively, leftover cake may be cut into slices, sealed with plastic wrap and stored in an airtight container in the freezer for up to 30 days. Any unconsumed cake stored in the fridge (including after thawing frozen cake) should be disposed of after 5 days. One products have left our storage studio, we are not responsible or liable for incorrect storage at homes, venues or any other facilities.

Bel Bear Bakes will not be held responsible for any condensation, melting or structural damage that may occur to our products where storage setting is: outside a functional fridge or cool room; in direct sunlight; outdoors; a humid, moist or poorly ventilated area; lacking a refrigerated cooling air-conditioning system. Bel Bear Bakes will not be responsible for any incorrect display, storage or serving conditions of cake products once in a client's or public venue's possession.

3. CAKE DESIGN CONSULTATION AND TASTING

3.1 Booking Appointments

Our consultations are $60-85 per couple (capped at two persons) and include either a standard or premium tasting box selection. Off-menu flavours and premium ganache fillings are not available for tastings. Once your appointment and payment details have been sent to you, the booking is held for 2 days and payment is due within 48 hours.

3.2 Consultation and Tasting

Prior to your appointment, we will send through some initial base pricing as a guide. During consultation, we will work collaboratively with you to create a design, and your purchased tasting box can be taken home for tasting after the consultation. Following consultation, we will generate a detailed design plan and accurate quote so you can check over the details of your design carefully.

Tasting cakes are pre-prepared specifically and in time for scheduled appointments and tasting box pickups. Refunds will not be issued if you fail to attend your scheduled consultation or collection appointment.

4. CAKE DESIGN AND ORDER MODIFICATION REQUESTS

4.1 General Design

All of our cakes are handmade; therefore, slight variations may occur in colours, decorations and the overall design. Due to the artistic and creative nature of the design process, together with the availability of speciality décor or florals, it is also not possible for us to identically recreate any of our previous cakes. Bel Bear Bakes does not copy other bakers' designs. We have our own decorating style and will adapt your cake inspiration or idea to create something unique for your special occasion. Bel Bear Bakes reserves the right to decline custom cake and decoration requests that do not align with our brand or design style.

4.2 Design and Order Modification Requests by the Customer

Custom Cakes
Once an order is confirmed, it is not possible to change or modify sizing, flavours or any major design components, so please ensure you are satisfied with your preferences before making payment. Any subtle or small changes must be requested at least 4 weeks before the collection or delivery date, and these must be confirmed in writing by Bel Bear Bakes. Any changes to the previously agreed design may incur an additional cost.

Once a delivery is booked in and paid for, it may not be changed to a pickup option, and refunds will not be issued for change of mind on delivery at any point after making payment on any orders. Once a pickup is booked in and confirmed, it may not be changed to a delivery option, and refunds will not be issued for change of mind on pickup at any point after making payment on any orders.

Bel Bear Bakes reserves the right to cancel invoices and tentative calendar bookings where late notice design and general order change requests, that can't reasonably be accommodated, are requested within 5 business days of an invoice payment deadline.

Online Cake Shop / Express Cakes
Our online cake shop and express range product designs are set, and we do not offer any further customisation on this range. Once an order placed, it is not possible to change or modify sizing, flavours or any design components, so please ensure you are satisfied with your preferences before making payment. Refunds will not be issued for customisation requests made by a customer after an order is placed. Bel Bear Bakes does not swap out or credit express cake or online cake shop range purchases for custom cake orders.

4.3 Design and Order Modification Requests by Bel Bear Bakes

If a rare circumstance should arise where we need to modify or cancel your order, we will endeavour to provide you with as much notice as possible and propose a suitable alternative arrangement to accommodate your order. If you are not satisfied with our suggested alternative or an alternative option is not possible, you will be refunded the full cost of your order.

4.4 Product Unavailability and Substitution Policy

While it rarely happens, sometimes certain ingredients or materials may be out of stock, out of season or become obsolete. If a situation like this should arise, without consultation, we will endeavour to source a replacement item to reflect the original product as accurately as possible. Flowers are subject to seasonal availability and some flowers may be substituted for similar flowers to reproduce any pictured arrangements. Arrangements received may not be identical to images displayed on our website or other platforms.

5. NON-EDIBLE ITEMS

Non-edible materials including (but not limited to) fresh, artificial, preserved and paper flowers, toys and figurines, acrylic and cardstock cake toppers, foams, dowels, cake boards etc. may be used for the design and construction of our cake products. They are used strictly for decoration purposes (dowels for internal stabilisation) and should not be consumed under any circumstance. Bel Bear Bakes will not be held liable or responsible for the general misuse or consumption of any non-edible items.

6. DIETARY

Our products contain gluten, dairy and milk products, peanut and treenut products (does not include coconut), soybeans and egg. Products may also contain lupin and added sulphites in concentrations of 10 milligrams per kilogram or more (≥ 10 mg/kg). Products are prepared in a kitchen where small traces of the following allergens may also be present: sesame seeds.

Please note that while some of the above allergens may not be directly added as ingredients, and care is taken with preparation area and equipment cleanliness, the same kitchen is used to prepare products containing any allergens. In addition, ingredients may be sourced from manufacturers that do not separate their production lines. Therefore, there is always a small possibility traces may be present in all our edible products. Should you have any concerns about food allergies, please feel free to get in touch before ordering.

While we endeavour to cater for special dietary requirements wherever possible, our kitchen is not an allergen-free environment. Therefore, our cakes may not be suitable for anyone with a severe or life-threatening nut, gluten or other declared or undeclared food allergies. It is the responsibility of the client to highlight any potential allergy risks to guests. Bel Bear Bakes will not be held liable or responsible for allergic reactions.

Bel Bear Bakes offers set flavours and will not alter ingredients or flavours to accommodate customer requests that fall outside our flavour menus. Bel Bear Bakes reserves the right to cancel or refuse to take on orders where customer flavour requests or preferences can't be accommodated.

7. EVERLASTING FLORALS | NONPERISHABLE GIFT SHOP PRODUCTS

7.1 Lead Times

For all floral arrangement purchases, a minimum lead time of 2 days is required (unless otherwise specified) You will be prompted to specify the date and time window for pickup at checkout.

7.2 Pickup and Delivery

Pickup is from Gladstone Park, VIC, 3043. Pending order processing, you will receive a confirmation email with the pickup address. You will then be contacted via phone or email within 24 hours to schedule an exact pickup time between Tuesday and Saturday.

7.3 Floral Design and Substitution Policy

Our pre-designed everlasting floral arrangements may be constructed with a mix of preserved, dried and artificial flowers. Items are individually crafted and will either be in stock (shop orders) or made to order (custom orders)

Shop orders will arrive as photographed. However, there may be slight variation in colours and lighting due to photography and picture quality; items may not be identical to images displayed on our online shop or website galleries. For custom orders, while we will try to keep floral designs as close as possible to the displayed image (or your inspiration image), flowers are subject to market availability. Some flowers may be substituted for similar flowers to reproduce pictured arrangements.

7.4 Refund and Return Policy

Change of Mind
We do not offer direct exchanges or order modifications on processed shop orders for change of mind. If order cancellation is due to change of mind, provided your item has not been collected or delivered, a full refund can be processed less any applicable credit card or third party processing fees. If your order is already on board for delivery, you will be charged a cancellation fee equal to the delivery cost, and the outstanding amount will be refunded. Any processed refunds are returned to the account the order was placed with within 3-7 working days. If you have any concerns about your refund, please don't hesitate to contact us before ordering.

Faulty Items
Upon collecting your item, you will be given an opportunity to inspect your arrangement before departure thoroughly. A photograph will be taken to ensure the product has left the studio in optimal condition. Due to the organic nature of preserved and dried flowers, time is of the essence when establishing what may have gone wrong. If your order has been delivered and you believe it to be faulty, please contact us within 48 hours to inform us of what the issue may be. You will also be required to provide us with photos that can be compared to any photos taken by us at the time of delivery. If any damage has occurred after the delivery stage due to incorrect care upon arrival, and you have not contacted us within 48 hours to troubleshoot, unfortunately, no refund can be issued.

Incorrect Delivery Information
Refunds will not be issued for the failure of the customer to enter the correct delivery address on our shop entry shipping or delivery field. Refunds will not be issued for the failure of the client to notify us of any incorrect information on an invoice. Any order scheduled for a collection that is not collected will not be refunded. If incorrect details are initially provided and subsequent re-delivery is required, you may be charged an additional delivery fee equal to the new delivery cost.

8. PHOTOGRAPHY

All product designs and intellectual property rights remain the property of Bel Bear Bakes. We reserve the right to use images of your cake for any form of marketing, including web-based promotions, brochures, galleries and other social media platforms. Photography props including backdrops and cake stands used across our website are for presentation and marketing purposes only, and will not be included with any product purchases.

9. FORCE MAJEURE

In the event of a cancellation by Bel Bear Bakes due to Force Majeure, we will not be liable if delayed in or prevented from fulfilling our obligations under these terms and conditions, provided that we;

promptly notify you of the Force Majeure event and its expected duration; and
use reasonable endeavours to minimise the effects of that event.

A Force Majeure event may include but is not limited to, any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government direction, war, terrorism, or from any industrial dispute or strike whatsoever. Where neither you nor we can agree in any Force Majeure event, then the contract for the supply of Goods shall become void, parties will be released from contractual obligations to each other.

10. CONSENT

By using our website or confirming your order, you confirm that you have understood and agree to our privacy policy and terms and conditions of sale and service.