Terms of service

CUSTOM SUGAR — TERMS OF SERVICE

Orders and Payment

All standard Custom Sugar online orders must be paid in full at checkout. Orders are confirmed once payment has been received and Custom Sugar has accepted the selected delivery date.

Customers are responsible for checking their order details, including products, quantities, sizes, flavours, personalisation, delivery address and delivery date.

Prices are displayed in Australian dollars (AUD).

Ordering and Availability

Standard orders require a minimum of 7 days' notice. Delivery dates are subject to production and delivery availability. Short-notice orders may occasionally be accepted at Custom Sugar's discretion.

Products and Designs

Custom Sugar products are handmade to order. Standard designs are sold as shown unless specific customisation options are offered.

Small variations in colours, decorations, piping and finishing are natural characteristics of handmade products.

Personalisation

Customers are responsible for ensuring that names, messages, dates, spelling and uploaded artwork are correct.

Customers supplying photographs, logos or artwork confirm they have permission to reproduce those materials.

Exact colour matching cannot be guaranteed, particularly for edible printing.

Delivery

Custom Sugar operates as a delivery-only service. Customer collection is not available.

Complimentary standard delivery is available for eligible orders within our standard delivery area. Additional delivery fees may apply to other locations.

Standard delivery takes place during business hours without a guaranteed delivery time. Priority Timed Delivery may be available for an additional $150, subject to availability.

Customers must provide accurate delivery information and ensure someone is available to receive their order.

Cancellations and Changes

Cancellations require at least 7 full days' notice before the scheduled delivery date.

Cancellations within 7 days are non-refundable for change of mind. Short-notice orders are non-refundable for change of mind once accepted.

Order changes require at least 7 full days' notice and remain subject to availability.

These conditions do not limit customers' rights under Australian Consumer Law.

Food Allergens and Product Care

Custom Sugar cannot guarantee products are free from allergens or traces of allergens.

Customers should review the ingredient and allergen information provided with each product.

Products must be stored and handled according to the supplied care instructions.

Non-edible decorations and supports must be removed before serving or consuming products.

Intellectual Property

Custom Sugar's original photographs, designs, branding and creative content remain the property of Custom Sugar and may not be reproduced or commercially used without permission.

Third-party logos, characters and customer-supplied artwork remain the property of their respective owners.

Contact

For questions about orders, deliveries or these terms, please contact Custom Sugar through the Contact Us page on our website.