Terms & Conditions

COVID-19 UPDATE: You can now order Takeaway from our Online Store (www.hhcafe.shop/takeaway). You can opt to Pick-up, Drive-Thru or get your items Delivered to your home. Ground Delivery is available for addresses within 15km driving distance from the café. A delivery fee may apply. 

 

Customer Ordering

You can order from our wide range of cakes, baked goods and merchandise from our online store. Payment has to be made upfront to confirm your orders. We accept Mastercard, Visa or Paypal as modes of payment. You can find more information about customisations, allergen advice and lead-time requirements when you view each product's page. If you have any other questions or concerns, please send an email to orders@hhcafe.shop. 

 

Pick-up or Delivery of Ordered Goods

You have the option to pick up your orders at the cafe's business address at 1/21 Scoresby Rd, Bayswater VIC 3153 or to get it delivered. We have a daily order cut-off of 3pm to allow our pastry team enough time to prepare your orders.

 

Unless specified otherwise, all orders placed before 3pm on a weekday will be processed and will be ready for pick up the next day. This is excepting Celebration Cakes which require at least a 7-day lead time

 

If you want to organise a different pick up date or a delivery, indicate this in the Pick-up/Delivery Date field on the Checkout page or coordinate this directly with our office via email at orders@hhcafe.shop, quoting your order or invoice number which you can find on your order confirmation notice or invoice. It may take longer for us to assist you if you are not able to provide us your order or invoice number so it is important to note this down when you have completed your order. Note that there are certain items that may only be available to pick-up or get delivered on set dates or times. Read the product page carefully to avoid disappointment. 

 

Changes to Existing Orders

If you found an error in your order, send us an email at orders@hhcafe.shop 24 hours before pick-up or delivery.

 

Take note that some changes may incur additional charges. If your changes result in a refund and as long as you've notified us within the lead times specified above this will be given to you via store credit which you can use towards a future purchase at our online shop.

 

Order Cancellations

If you had a change of mind and would like to cancel an order, send us an email  at orders@hhcafe.shop with the following lead times:

Celebration cakes: 48 hours before pick-up or delivery*

All other products: 24 hours before pick-up or delivery

A refund will be issued to you via a gift voucher which you can use towards a future purchase at the café or our online shop. Cancellations will not be honored if you have breached the lead times stated above. 

 

Handling of Ordered Products

Cakes are made and packaged in a safe way so that they are stable when travelling. Clients wishing to pick up their products are responsible for the safe delivery of their orders. The Hatter & the Hare will not accept responsibility for any accidents that occur once the orders have been collected and have left our premises. When delivering*, The Hatter and the Hare is not responsible for any damage to the cake after setup is complete. Take note that our large Cakes are heavy and require a sturdy table, and needs to be kept in a space set at optimal room temperature of 23 ̊ degrees or below. The Hatter & the Hare will not be responsible for any damage to the cake, or shortage of cake, caused by a guest, caterer, wait staff member, or any other person not employed by The Hatter and the Hare.

 

Design

The Hatter & the Hare aims to produce products of the highest standard that fulfills the desires of our clients as we understand them. It is important to remember that we are dealing with food and art and no two products are truly ever the same. There are times when we will need to make decisions during the process of creation that may affect the style of decoration, proportion or structure of the product.

 

Colour can be subjective and it is vital that clients wishing for exact colour matches provide colour samples and discuss the desired colour when ordering their cake. With regard to ribbon, we will do our best to match samples provided but are limited by the options available.

 

Consultations

Face-to-face consultations and tasting are only available for weddings and an appointment is required. The duration of each consultation is 30 minutes. Prior to ordering, sample boxes are available at a charge. If you're ordering a wedding cake, please write to us at orders@hhcafe.shop to discuss your options first before putting your through our online shop.

 

Serving Sizes

Serving amounts provided by standard-shaped cakes are based on dessert sized portions being 1" wide x 2" long x 4" high per slice, or coffee sized portions being 1" wide x 1" long x 4" high per slice. The Hatter & the Hare warrants all cakes will provide at least the requested number of servings when properly served according to the standard size. The number of actual servings created during the actual service of the cake cannot be guaranteed as methods of slicing, such as servings larger or smaller than the standard slice size, or other preparations will affect the number of actual servings. Specialty carved cake serving amounts are estimated and should be used as a guide only.

 

Storage

Buttercream covered cakes and naked cakes should be refrigerated in the box in which they were delivered, and removed from the fridge and brought to room temperature prior to serving.

 

Fondant covered cakes should not be refrigerated, but stored in a cool, preferably air conditioned room, out of sunlight. Once cut, cakes should be stored in an airtight container or plastic wrap and kept in the refrigerator. Sliced cakes can also be stored in an airtight container and frozen for up to 3 months.

 

Allergens

Please discuss with us if you or any other person who will consume your order have special dietary requirements. Unfortunately, we don’t accept allergy-free orders. Our products are made in a kitchen where allergens are used and as such we cannot guarantee that any of our products are completely free of all traces for people who are highly sensitive. The Hatter & the Hare cannot be held liable for any allergic reactions.

 

Fresh Flowers

If fresh flowers are to be provided by an outside source, they are required to be available at the venue on the day of the function prior to the cake being delivered. Fresh flowers will not be inserted into the cake without being suitably wired and taped by a florist. If flowers are not available at the time of cake delivery, The Hatter & the Hare will not be responsible for arranging on the cake. Please be advised that fresh flowers are not a food product, and may contain pesticides, insects, dirt, or other contaminants. The Hatter & the Hare cannot be held liable for any reactions caused.

 

Photographs
All Celebration and custom-made cakes are photographed prior to, or upon delivery. The Hatter & the Hare reserve the right to use any photographs for display or promotion without compensation to you.

 

Takeaway

Our Takeaway Service is available daily from 8am to 3pm. If you placed your order outside our trading hours, it will be processed the next day. If ordering within our trading hours, your Takeaway Order will be ready within 30 minutes for Pick-up/Drive-Thru, within 1 hour for Delivery and within 2 Hours if your order includes any of our Grazing Sets including High Tea. Note that certain special or seasonal products (i.e. Dinner Journeys or Mother's Day) are available for pick-up, drive-thru or delivery on specific dates. Please read the product description carefully to take note of this to avoid disappointment. If you wish to receive your items at a specific time, please indicate this in the Delivery Instructions field.