Terms & Conditions

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, Paypal or Direct Bank Transfer 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 2pm to allow our pastry team enough time to prepare your orders.

 

Unless specified otherwise, all orders placed before 2pm on a weekday will be processed and will be ready for pick up in 2 business days. This is excepting Celebration Cakes and Macarons which require at least a 7-day lead time. Orders made before 2pm on a Friday can be picked up the following Monday. Orders made on the weekends will be ready for pick up the following Tuesday.

 

If you want to organise a different pick up date or a delivery, please 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. 

 

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 store credit which you can use towards a future purchase at 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.

 

Cake Stand Hire
A deposit of $100 is charged for the hire of gold cake stands. For all other cake stands, a $50 deposit is required. Stands must be collected by the client after the event and returned to The Hatter & the Hare. The deposit is fully refundable upon return of the stand in its original condition, up to 48 hours after the event. The deposit will be forfeited should the stand be damaged in any way, and a fee of $20 per day will be deducted from the deposit for each day the stand is not returned and late unless prior arrangements have been made or charge to credit card on file.

 

Acceptance of this agreement is contingent upon the ability of The Hatter & the Hare to complete the agreement and is subject to accidents, Acts of God, and other causes beyond our control. In the rare instance whereby The Hatter & the Hare is unable to fulfil the order, all efforts will be made to find a suitably qualified decorator. Should another decorator not be available, a full refund of any payments made will be issued.

 

High Tea Terms & Conditions

  • We are only able to accommodate for Vegetarian and Gluten-free dietary requirements at this stage. In the fields provided, indicate the number of guests having the Standard, Gluten-free or Vegetarian High Tea so our kitchen team is made aware of your group's dietary restrictions.

  • Unfortunately, no other dietary requirements can be accommodated so if you or a guest is sensitive to certain allergens, our advise is for this person to order off the menu or to bring their own food in if they’re very sensitive. 

  • If any of your guests is pregnant, please let us know about this as well so we can advise the kitchen. 

  • If you or one of your guests has Coeliac Disease, note that our Gluten-Free option may not be suitable. Our kitchens are exposed to a variety of allergens and cross-contamination is unavoidable. 

  • Cancellations will be accommodated if we’re given notice of at least 7 days. In case you need to cancel your booking, you will be given the option to reschedule to another date or to get a refund in the form of a gift voucher.

  • Cancellations made less than 7 days before the booked date will not be issued a refund or rescheduled.