Terms & conditions

First, if you have a need to consider refunds & returns, you likely ordered a product from us. Which means we owe you a “thank you”! Nothing makes us happier than a legion of happy Crackles customers, and as such we promise to do our best to deliver amazing products and customer experience, and rest assured and to make right any hiccups along the way. That said, glance over our policy & than feel free to contact us……

 

QUALITY AND MAINTENANCE OF GOODS

At Crackles. Create a Cupcake we pride ourselves on the quality of our products and services. It is important to remember, however, that most food items are perishable and may react to temperature conditions, particularly cake, buttercreams and fondants, which, as a result may affect life of the product. Any perishables you receive will have guidelines enclosed to ensure your product will be kept at its best.

We comply with SafeWork Australia Workplace Halth & Safety regulations, local licence for food business (fixed) Food Act 2016

We adhere to labelling of ingredient equirements of the Food Standards Code (QLD Health) with both food labelling & information to ingredients on our ‘Nutritional facts’ page.

RETURN POLICY

We guarantee your satisfaction on every product we sell and will refund your purchase price with the following exceptions:

Food products (perishable), edible prints, cutters, moulds, or decorating tools. Due to health & safety requirements, we cannot exchange or accept returns however we will gladly give a credit to purchase any of our other services or products in future.

If you have simply changed your mind or you find a similar or the same item more cheaply elsewhere.

Food that is stored in conditions that are not appropriate. This is your responsibility. All food products are perishable, so we expect that you take due care to properly store the goods in accordance with the nature of the product. Advice on appropriate storage will be included in all purchases.

Email notification must be made prior to return of products. If you need to return an item, please Contact Us with your order number & details about the product you would like to return. We will respond quickley with instructions for how to return items from your order.

Once a return is approved, items will need to be posted back within 7 days.

 

CANCELLATIONS

Goods that have not yet been sent. Orders can be cancelled after purchase as long as the goods have not yet been sent. Customers should let us know by email or phone immediately if this is the case. How ever this does NOT apply to our birthday or vacation care kits where a 50 % cancellation fee will be incurred. Alternatively, kits can be redirected to you on another date suitable to yourself if we are notified of the new date within 3 days.

REFUNDS POLICY

Unfortunately in the baking world mistakes can happen. Should you have a problem with either a perishable item or any of our products purchased at Crackles.Create a Cupcake please call us immediately on 0412 374 350 if not answered please leave a message with a return phone number and we will contact you ASAP. 

 

New non perishable items (excludes cutters, moulds & decorating tools). Advise us via email within 14 days of delivery for a full refund or credit on goods if your goods are not of the quality you would reasonably expect. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc).

Perishable goods (including cutters, moulds & decorating tools); a credit will be given to the equal amount of the goods. A credit note will be emailed to you to use on or towards any of our services or products.

 

Goods were damaged in transit, please let us know within 24 hours of receipt of goods. We will provide you with a credit for the amount equivalent to the purchase price of the original damaged product/s. Proof of damage to goods & packaging will need to be provided before a credit can be made.

Elligible refunds will be within 21 days of giving your package to the return shipper, however in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it and the the time it takes your bank to process our refund request.

For your convenience, confirmations of all refunds will be sent to you via e-mail immediately after they are processed.

 

SHIPPING

All orders are posted from the Gold Coast via Australia Post & Fastway Couriers and delivery times will depend on shipping method and where you reside.

If you require extra cover/insurance, please email us at createacupcake@crackles.com.au as all shipping options below are not insured. We are only able to reinburse orders that are insured.

We always try to ensure timely delivery of your parcel, however we cannot guarantee delivery times, as it is not in our control once the parcel has been handed to the courier.

Standard shipping is a flat rate of $8.95 for parcels up to 10kg.

All birthday & vacation kits are inclusive of both delivery & return.

Below are approximate postal delivery times as advised by Australia Post.

1-2 business days (Gold Coast area). 

3-7 business days (longer if outside of the metropolitan area)

 

RECEIVING YOUR PRODUCTS

Deliveries will be dispatched in most cases within 24-48 hours of the order being placed, unless an item is unavailable. In this instance we will notify you and offer you the choice to hold the stock until the item becomes available or to provide a credit for a later purchase. Occasionally orders maybe delayed a further day due to high demand. This is not usual, but we ask that you please take this into consideration when placing your order. If in doubt, please contact us to discuss options.

We will email you to notify the status of your order. We understand that this may be of an inconvenience to you and we do apologize beforehand should this situation arise. If you have any queries regarding our stock, please email us at createacupcake@crackles.com.au

Additional items cannot be added to an existing shipped order. Should you wish to purchase additional items, you will need to place a new order for those additional items.

It is the responsibility of the customer to ensure that the shipping address provided is correct & that the parcel is collected.

Delivery drivers cannot deliver past your front door or reception area. If you order products or cakes to a home address, you must authorise any person at the location to receive the goods on your behalf. Or confirm the order can be left if site is unattended. Please specify OK TO LEAVE on your order if this is required.

 

WHAT IF PRODUCTS HAVENT ARRIVED

 

It is the responsibility of the customer to inform Crackles. Create a Cupcake if an order does not arrive. Once we learn an order has not arrived by the due date, we will lodge enquiries with the courier/postal service to ensure delivery occurs as soon as possible.

You agree that when our courier partner is satisfied that the order has been delivered, delivery of the order has taken place within the terms of the agreement between you and us.

Without limiting the operation of any other Terms of Use, we will not accept liability for any loss or damage arising from a late delivery or for loss or damage arising after delivery has taken place and you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.

 

PRODUCT INFORMATION

Prices of goods and delivery displayed on the Crackles. Create a Cupcake website are current at the time of display. These prices are subject to variation without notice.  We show our prices in AUD, Australian Dollars only.

We reserve the right to set maximum limits to the quantity of product you are able to order.

 All prices advertised are inclusive of all taxes applicable to the product. 

PAYMENT ONLINE USING A CREDIT CARD

We take payment at the time of order, as opposed to the time of dispatch.

Crackles. Create a Cupcake accepts online payments using: VISA, MASTERCARD. We use the NAB transact compliant payment system, which processes your credit card details.  We do not store ANY credit card details in our database.

All transactions will appear on your credit card statements as “Crackles. Create a Cupcake”.

 

OFFLINE PAYMENT

If you dont feel comfortable purchasing online that’s Ok with us! Just call us to make payment and arrange delivery on 0412 374 350. All payments will still be processed at the time of the order.

Note paying online is very secure and will be the most convenient way for you to buy from www.crackles.com.au

If you have any queries relating to the security of our website please feel free to send email to createacupcake@crackles.com.au or contact on 0412 374 350.

 

 SECURITY OF INFORMATION FROM YOUR BROWSER TO OUR SERVER

To protect consumer data during transmission, Crackles. Create a Cupcake uses the latest SSL encryption technology that securely passes transactions through the NAB transact Payment gateway.

No credit card data enters our web server or environment, so therefore there is no need for us to store or take credit card details as these details are processed by NAB Transact ECommerce.

Any links to other sites are provided for convenience only and do not represent any endorsement by Crackles. Create a Cupcake unless otherwise stated.

 

GIFT VOUCHERS

Please ensure all Crackles. Create a Cupcake Gift Vouchers are redeemed at the time of ordering. Once the order has been submitted and paid for by means other than a voucher, we are unable to redeem your Gift Voucher.

Gift Vouchers are issued with an expiry date as indicated on the voucher. Once expired, we are unable to extend the expiry date under any circumstances.

It is the Gift Voucher holders responsibility to ensure it is redeemed before the expiry date. One gift voucher per purchase.

 

If you have any suggestions you feel would improve the Crackles site, please contact us.

We want you to love your purchase. If you are not completely satisfied, let us know by calling 0412 374 350 or emailing to createacupcake@crackles.com.au  and we will work with you to make it right!