Question 1

What are your pickup and delivery times?

Accepted Answer

We offer pickup and local delivery Thursday, Friday and Saturday only.

We perform all deliveries in the morning between 9 am-10:30 am and do not guarantee a specific delivery time. Please keep this in mind when ordering!   Pickup times vary and we kindly ask that you adhere to your scheduled pickup time selected during checkout. Your pickup time is considered a private appointment. We commit to being available and make arrangements around these times. If you need to change this time, please contact us as we may not be onsite/available if you're late or may not be ready if you are early.   Unless previously arranged, pickup is unavailable outside of our business hours (Thursday - Saturday 10:30 am - 4 pm).   If you do not arrive at your scheduled pickup time you will need to arrange a new time, subject to our availability. This may not be until our next business day. Please see our terms and conditions for further details.

Question 2

Where do you deliver to?

Accepted Answer

Our kitchen is in Orange NSW and we deliver locally within the city limits. When you enter the address, the website will confirm if delivery is possible.   Delivery out of town: If the address isn't serviced by our regular local delivery, please get in contact as we still may be able to help! Additional fees apply, subject to availability.   Delivery to offices and worksites (including CSU): Please leave detailed instructions and the recipient's name with the assumption that all deliveries will be left at reception of any delivery address that isn't residential.    Delivery to Restaurants & Cafes: Please ensure the business has received prior notification of our delivery and that someone will be present (or business otherwise accessible) during our delivery window (9 am-10:30 am). Get in contact if delivery is not possible during this timeframe to discuss alternative options.

Question 3

How much notice do you require?

Accepted Answer

We ask that you give us as much notice as possible!  
Generally, we require a minimum of 7 days notice.   Popular times like weekends book out quickly and we recommend ordering at least 2 weeks ahead to avoid missing out, especially for custom orders. During our peak wedding season (late Summer - Autumn) it is common to be booked out months in advance.  As a general rule, if you're unable to select a date while shopping online, we are unavailable. You can also view an up to date availability calendar here.   Last minute requests (less than 48 hours notice) cannot be accepted.

Question 4

What are your cake sizes?

Accepted Answer

All our cakes listed online are round and are about 8-9" (20-23cm) tall. This is our standard height and consists of 4 tall layers of cake + fillings.   The size you select when ordering refers to the diameter of the cake and determines the overall serving numbers available. These sizes range from 5" (~10cm) through to 9" (~23cm).   Some designs include a custom sized 'Half 6" ' which refers to a half hight 6" cake. It is our smallest cake, with only 2 layers of cake - or otherwise half the standard height.   The No Frills cakes come in two sizes; small and large. These cakes are 20cm in diameter and about 8cm and 16cm tall respectively.   For custom sizes or multitiered cakes, please contact us to order.

Question 5

What are your serving sizes?

Accepted Answer

We use two standards in cake serving sizes as follows:  
Coffee serve - 2.5cm x 2.5cm x 2 cake layers
Dessert serve - 2.5cm x 5cm x 2 cake layers   All cake serving quantities quoted throughout this website are based on the standard dessert serving size of 2.5cm x 5cm x 2 cake layers. Our half size cakes are 2 layers, standard sizes are 4 layers and tall sizes are 6 layers.    Cutting guides are provided with each cake with both coffee and dessert sizes for your convenience.

Question 6

How do I cut the cake?

Accepted Answer

Modern tall cakes need a different approach to cutting, especially if you want to maximise the number of serves! While slicing your cake into wedges works for smaller cakes, larger and in particular taller cakes are best cut into (industry standard) portions.   We provide a hard copy of our cake care and cutting guides with your cake, but you can download a copy here which includes the size specific cut lines for both coffee and dessert serves below.    Below is a handy video showing the process of cutting a 6" cake into dessert serves.

Question 7

How long do your cakes last?

Accepted Answer

For the best experience we recommend consuming our cakes within 48 hours of collection, however when stored correctly, our cakes can last up to a week.   For uncut/whole cakes: To ensure a safe and high quality product when storing your whole cake, it is important to keep it in the original box, as airtight as possible and in a cold fridge. Avoid fluctuating temperatures and remember to bring to room temperature before serving.   Some decorations are not suitable to long term storage, particularly fresh cut flowers. If you need to store your cake for longer than 48 hours before serving we recommend not ordering a design that uses fresh flowers as these will wilt and not look their best.   If you need to store your cake for longer than 48 hours before serving, let us know when collecting your cake and we can appropriately prepare it for storage.   For cut cakes:  Wrap left over slices or slabs in glad wrap or similar product and store in an airtight container for up to a week (from date of collection) in the fridge or 3 months frozen.   Please note that some fillings are not suitable for freezing and may separate when defrosted. While this won't affect the safety of the product, it may be an undesirable texture.

Question 8

Why do I need to bring the cake to room temperature?

Accepted Answer

We recommend brining our cakes to room temperature because the flavours and textures of our cakes are at their best when served at room temperature instead of straight out of the fridge.   In its most simplest explanation, our cakes have a high butterfat content and this means the texture is affected by temperature. If you think of a block of butter, when it is in the fridge, it is firm, dry and unpleasant to eat, but leave it out to warm up and it becomes soft, moist and much more pleasant to eat.   The same applies to cakes. The texture of the cake and buttercream becomes softer, moister and overall much more pleasant and enjoyable to eat when allowed to come to room temperate. Additionally, we are better able to taste flavours when what we are eating is not cold, meaning you will get tastier and more nuanced flavours!   A good indication of this is the consistency of the buttercream. It should be smooth (not runny) and creamy, not hard and crumbly.   Of course, there is nothing wrong with eating the cake straight out of the fridge and some people prefer this. Just be aware that is may not be as good as it could be!   Room temperature is considered around 20˚C. Depending on the air temperature it may take 30 min - 2 hours to come to temperature. Avoid placing the cake near heat sources.  HOT TIP! We find cutting the cake to be much easier when it is still cold, so if you can time it, slice the cake up 10-15 minutes earlier, let the slices come to room temp and then serve.

Question 9

What is your refund/cancellation policy?

Accepted Answer

For any sale made online via this website:   
- You will receive a full refund when more than 5 days notice is given for a cancellation.    - Cancellations made within 5 days are subject to a 50% cancellation fee.    - Cancellations made within 48 hours of the booked date cannot be refunded.   - Refunds on some transactions may incur a transaction fee due to payment gateways charging us a nonrefundable fee. This fee only applies in certain circumstances. Please see our full refund policy in our Terms and Conditions for more information.    Additional policies may apply and are outlined in our Terms and Conditions. The above policies are a summary only and do not represent the full cancellation policy covered in our Sale Terms and Conditions. ﻿By placing an order with us you agree in full to our terms and conditions.

Question 10

What payment methods do you accept?

Accepted Answer

When shopping with us online we accept all major credit/debit cards through our payment partners, as well as offering payments through Afterpay, AliPay and Paypal.    We also accept cash & bank transfer (conditions apply).

Question 11

What is your Availability?

Accepted Answer

You can view our current availability on our dedicated page: https://www.cakesbydrew.com/availability   Wedding or other large celebration cakes require more commitment from us so availability for this is listed separately.   For online sales, our ordering platform will not let you select a date we are unavailable for. you can cross reference this with the availability calendar linked above for more specific information.

Question 12

How does Afterpay work?

Accepted Answer

Question 13

How do I place an order with you?

Accepted Answer

You can easily place an order using this website. Click the 'Shop' link in the menu bar to get started.   If you have a more complicated order or wish to speak to someone, you can fill out the custom cake form or email us (click 'contact' in the menu bar). We can arrange an appointment to order in person or process your order via email.   Please be aware we are unable to take orders over the phone.

Question 14

Can I order a custom-designed cake?

Accepted Answer

Yes! However please be aware that we do not create novelty cakes, sculpted designs or use fondant in any way. If you are after a cake that requires any of these, thank you for considering us but please look elsewhere for a baker to create this for you.   It is best to email us to discuss your cake design options and if needed arrange a meeting to further plan your cake.

Question 15

What is the pickup address?

Accepted Answer

Pickup is from 55 Emmaville Street, Orange NSW. We are open by appointment only so please come at your scheduled time.

Question 16

What is the best way to get in contact?

Accepted Answer

The quickest way to contact us is via email or using the enquiry form found on this website.  Please allow 48 hours for our responses, however we may take longer during peak baking days.   We are unavailable Sunday - Monday and most emails are tended to on Tuesday and Saturday.   Due to our workloads, we are unable to answer calls so please text if email is unavailable to you.   Email: hello@cakesbydrew.com  Text: 0412 134 031