Terms & Conditions

Orders, Payment & Acceptance

All standard Custom Sugar online orders must be paid in full at checkout. An order is confirmed once payment has been successfully received and Custom Sugar has accepted the order for the selected delivery date.

Customers are responsible for reviewing their order carefully before completing checkout, including products, quantities, sizes, flavours, personalisation details, delivery address and delivery date.

Custom Sugar requires a minimum of 7 days' notice for standard orders. Available ordering and delivery dates are subject to production and delivery capacity. Short-notice orders may occasionally be accepted at Custom Sugar's discretion.

Prices are displayed in Australian dollars (AUD), and the total payable will be shown before the order is submitted.

Products & Designs

Custom Sugar products are handmade and our standard cake and celebration designs are sold as shown. Unless a product specifically provides a customisation option, changes to colours, decorations, ingredients, layout or overall design are not available.

Small handmade variations in finish, piping, placement, shape and colour are normal and mean that no two handmade items will be completely identical.

Personalisation, Customer Artwork & Order Accuracy

Personalisation is available only on products and options specifically identified as customisable by Custom Sugar.

Customers are responsible for checking all information submitted with their order, including names, ages, dates, messages, spelling and uploaded artwork, before completing checkout.

Custom Sugar will produce personalised elements using the information supplied with the order. Customer-supplied errors may not be able to be corrected once artwork, printing or production has commenced.

Where a photograph, logo, image or other artwork is uploaded, the customer confirms that they own the material or have the necessary permission or authority for Custom Sugar to reproduce it for their order.

Selecting a personalised topper or another personalised option customises that element only. It does not alter the underlying cake or product design unless the product description specifically states otherwise.

Edible Printing & Product Variations

Custom Sugar uses food-safe edible inks and dedicated edible-printing equipment for edible printed products. Edible printing is different from conventional printing, and the finished result will naturally vary depending on the edible surface being printed.

Exact colour matching cannot be guaranteed. Colours may appear lighter, darker or in different tones from the original artwork or from what is displayed on a phone, tablet or computer screen. A particular colour may reproduce in several slightly different shades or tones across an edible print.

When printing directly onto food such as bread, the natural colour, texture and absorbency of the food affect the finished image. Bread texture remains naturally visible, and the print will not have the same sharpness, colour density or uniformity as printing onto paper or another smooth non-food surface.

These natural characteristics are part of the edible-printing process and do not, by themselves, mean that the product has been incorrectly printed.

Colours Shown Online

Custom Sugar takes care to represent products as accurately as possible; however, screens and devices reproduce colours differently. Actual colours of icing, decorations, edible printing and other product elements may therefore vary reasonably from those shown online.

Product Availability & Substitutions

From time to time, a particular ingredient, decoration, packaging item or supplier product may become unavailable, changed or discontinued.

Where necessary, Custom Sugar may substitute an unavailable component with a comparable alternative of similar quality, value and appearance, provided the substitution does not materially change the overall product or design ordered.

Where an unavailable item would require a significant change to the overall product, Custom Sugar will contact the customer before proceeding.

Decorations, Toppers & Non-Edible Components

Custom Sugar products may contain a combination of edible and non-edible decorations and components.

Where non-edible items are used, such as decorative toppers, supports, picks or structural or decorative elements, they must be removed before the product is cut, served or consumed. Children should be supervised where small decorative or non-edible components are present.

Edible decorations, including Custom Sugar edible printed fondant toppers, are intended for consumption unless otherwise stated.

Minimum Quantities & Add-On Products

Some Custom Sugar products are subject to minimum order quantities or are available only as an addition to a qualifying order. Current minimum quantities and ordering requirements are displayed on the relevant product page and are applied during checkout.

Cupcakes and cookies may be purchased as standalone products when the applicable standalone minimum is met, or in smaller quantities when available as an add-on to a qualifying order. Deluxe Custom Favour Boxes are subject to the minimum shown on their product page. Partyware is available from the stated minimum number of guest settings, after which additional settings may be added individually.

Certain celebration extras and selected platters are add-on products only and cannot be purchased separately.

Intellectual Property & Creative Content

Custom Sugar retains ownership of its original photographs, written content, branding, original artwork, graphics and other creative material produced specifically by Custom Sugar, except where material belongs to a third party or has been supplied by a customer.

Custom Sugar content may not be copied, reproduced, republished, commercially used or represented as another business's work without permission.

Third-party characters, trademarks, logos, customer-supplied artwork and other third-party intellectual property remain the property of their respective owners. Providing artwork to Custom Sugar for personalisation does not transfer ownership of that artwork to Custom Sugar.

Corporate & Larger Bespoke Orders

Corporate orders and larger bespoke enquiries may be handled separately from standard online orders. Any quotation will specify the products or services included, price, payment requirements, delivery arrangements and any conditions specific to that order.

A quotation or enquiry does not reserve a production or delivery date unless Custom Sugar confirms the booking and any required payment has been received.

Website or Pricing Errors

Although Custom Sugar takes care to keep website information accurate, an obvious pricing, technical or product-information error may occasionally occur. If an order is affected by an obvious error, Custom Sugar will contact the customer before proceeding and provide the correct information. The customer will not be charged an additional amount without agreeing to it.