I sent an email but haven’t heard back yet – what’s happened?
We aim to answer all emails within 24 hours Monday to Friday. If you haven’t heard back within 48 hours you need to either give us a call or send a follow up email – it’s possible that we didn’t receive it for some reason. Please note that our admin department is closed over the weekend.
I placed an order on the website, what next?
You will receive an invoice attached to an email. If you do not receive it within two days you need to call us or send a follow up email as it possibly means your order was unsuccessful.
What is the invoice?
The invoice is your official order confirmation – whatever is written on the invoice is your order. This includes pick up time, order date, amount and the actual order itself. If there are any inaccuracies you need to respond to the email asap so that we can fix it. We will then send you an updated invoice. If you do not respond, we assume that the order is correct.
What flavours are dairy free?
All of our products are completely dairy free – no milk, butter, cream, lactose at all!
What flavours are egg free?
All of our products are completely egg free.
What flavours are gluten free?
Fructose Friendly and Sugar Free cakes are automatically gluten free.
Most of our cakes can be requested gluten free when placing your order, but you must let us know. The excepts are Red Velvet, Lickety Split, Cookie Monster and Tough Cookies.
If you are celiac, please be aware that we bake our gluten free on the same premises as non gluten free, we do our best to avoid cross contamination but our gluten free may contain traces of gluten due to this. We bake all our gluten free items first, clean up then start with non gluten free.
What products are vegan?
All of our products are vegan.
What cakes have nuts in them?
If you hover the mouse above the flavour you are interested in and click for more info you will be able to read a description of the flavour, which will mention nuts if there are any.
Please let us know when you place your order that you have an allergy and we take extra care to avoid cross contamination.
What are the opening hours for your store?
Ascot Vale: Monday – Friday 9am to 5.30pm, Saturday and Sunday 8am to 5pm
How do I place an order?
Head to the cake or cupcake flavour that you would like, hover over the flavour and click add to add it to the cart. From there you will need to follow the prompts to finalise your order. Make sure you click submit, and within two days you will receive an invoice, providing the order has been received by us.
If you have any issues please call or email us.
How much notice do you need for orders?
Cake and cupcake orders require a few days’ notice. The amount of time will vary based on demand so please check our Say Hello page for the current number of days. However as we are getting busier and more popular we tend to be booked out at 7 days, please aim to give us a week’s notice.
Cheesecakes, raw cakes and other bakery items require 7 days’ notice.
I need a cake but it’s less than the current minimum number of days to order, how do I order one?
Please call Ascot Vale to see what ready-made cakes are available and have one put aside for you to pick up. Unfortunately we cannot take orders after the cut off.
Do you do wedding cakes?
Yes – please have a look in our gallery. Popular options include the three tier ruffle cake. We can also make smaller wedding cakes. If you are after something different to what you can see please email us some photos and ideas that you have and together we can discuss the possibilities.
Why do you freeze tiered cakes?
We freeze tiered cakes the morning of your pick up to make sure it stays intact during transport, please allow 3-4 hours for your tiered cake to be completely thawed out before eating. The cakes are completely fresh and we freeze it so the frosting does not melt, or get damaged during transit.
Can I change the colour of the frosting?
Yes, just request any changes in the special notes section when placing your order, customisation’s incur additional costs which we can work out for you.
Can I have a message written on the cake?
Yes. We can fit a maximum of four words on our cakes, and three for the giant cupcakes. These are written in frosting, and are not sugar free or fructose friendly. We do not use plagues, but pipe the message directly onto the cake.
Can I have a plaque on the cake?
No, sorry. We do not use plaques, but instead frost messages and images onto our cakes by hand.
Can I have a personalized cupcake?
We can create fondant lettering for 20c each on a cupcake, however all fondant jobs require 7 days’ notice, we cannot change frosting and cupcake liner colours.
Are there minimum order quantities?
Yes. These are listed on our website – there are a minimum of two dozen mini cupcakes, or one dozen regular cupcakes.
Can I get a discount?
Yes. If you purchase over 1 dozen regular cupcakes or over 2 dozen mini cupcakes, a 5% discount automatically applies at checkout
How do the stands work?
If you’d like a cupcake stand, please let us know in the notes section, when you receive a confirmation from us you will receive more info about the stands, there is a $100 deposit (which is refunded when you return the stand in the same condition in 2 days) and a $20 fee.
Can I dine in?
We have a cafe at Ascot Vale, which you are more than welcome to sit and enjoy our hot and cold beverages, as well as our bakery items.
Do you deliver?
We have just started to offer delivery again, please email us direct for a quote
How do I pay?
We accept Visa, MasterCard and PayPal for orders. Payment must be made prior to collection. Please note we do not accept diners or american express.
What is your refund policy?
If you have received damaged or faulty products, please let us know straight away by calling or emailing a photograph with a detailed description, based on the evidence we will determine whether a discount is applied. In the event that you feel that the cake tastes ‘different’ or not the usual taste, please bring it into the Ascot Vale store immediately where our bakers can test try it and determine whether there is or isn’t something wrong with the cake.
HOW LONG DO OUR CUPCAKES & CAKES LAST?