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Contact us

Contact us about anything related to our company or services.
We'll do our best to get back to you as soon as possible.

The Gateau House
135 Harris Road, East Tamaki
Auckland 2013
New Zealand
09 274 7744
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Refund, Return and Cancellation Policy

  • 2 days’ notice must be given when cancelling a medium or larger sized cake. 

  • Standard and smaller sized cakes must be cancelled the day before picking up and before call centre closes at 4pm.

  • Any order cancelled on the day of pick up or outside of the above stated times, will not be refunded, replaced, or postponed. 

  • If contacting our call centre directly to cancel, this must be done during operating hours (7am-3pm). Otherwise please refer to each store opening hours.


If you’re not entirely satisfied with your order, we’re here to help.

You must contact us within 24 hours of picking up your item, in order to be eligible for a refund or replacement, due to the nature of our products. We will review your request and communicate with you regarding the outcome. The outcome will determine if a refund should be in place. Refunds can also be convertible to online points (website account) reflecting the same value of purchase. Refunds may take up to 10 working days to process.

Please be aware of the following clauses before contacting us:

  • The product(s) must be returned within 24 hours of pick up (The whole cake, or the remaining portion) with proof of purchase provided.

  • Discounted products are final, and returns will not be accepted, and no refund or exchange will be given.

  • Replacements or exchanges will only be given for items damaged by staff or due to the quality of the product, which will be verified by our team.

  • Returning products due to change of mind will not be accepted.

  • Once a product has left our store(s) we are unable to accept returns for replacement due to Food Safety regulations.

  • Any online points or credits for online points, will expire after 12 months.


All orders need to be picked up on the requested date to ensure freshness and quality of your product.
If you have paid for the item, we will hold it for an additional 24 hours after the requested pick-up time. After 24 hours it will be sold and no refunds or replacements possible.
If your item is un-paid and not picked up on the day requested, it will be sold the following day with no replacements.