FAQ

 

Make it a gift!

If you would like to send our cookies as a gift, just add your message at checkout and we’ll be sure to include this in the order box.

 

Can I buy an alt.sugar gift voucher?

Yes, please refer to the 'Gift Vouchers' tab for more information.

 

Storage

Our cookies are a little fussy (but only a little bit!). They love to be kept in a cool, dry place away from sunlight (like a pantry) and hate excessive heat! Keep the cookies in the heat-sealed bags to ensure freshness. They stay fresh up to 4 weeks heat-sealed. Once opened, consume within 24 – 72 hours. Please do not refrigerate the fondant cookies.

 

Shipping & Care

Cookies are heat sealed for freshness and bubble wrapped for their travels. While all possible care is taken, refunds are not available as once shipped, we can not protect them from possible damages during transit. We recommend ordering extra cookies to avoid disappointment. You can never have too many cookies!

 

There is a mistake in the shipping address

If there is a mistake with the postal address, please get in touch ASAP via the 'Contact' tab (include the invoice order number) and we'll get this fixed for you!

Once your order is posted, we unfortunately can not retract the parcel, so please double check the shipping address before payment. If it has already been shipped, you'll be making a stranger's day with a cookie parcel!

 

Do you take custom orders?

Yes, please refer to the 'Custom Orders' tab for more information.

 

Do you have a price guide?

6" cakes start from $170

7" cakes start from $190

Cupcakes start from $5.50

Cookies start from $5

 

Your quote is individually based on your final design which considers the time to craft your creation, all equipment/materials/tools, packaging and cake support required.

 

How do I transport my cake?

Your cake will be refrigerated until time of collection and should be transported in a cold, air-conditioned vehicle. It is important that your cake has somewhere flat to rest, like the floor in front of the passenger seat. The cake will come packaged with cake boards fitted securely to the box to ensure minimal movement during transportation.

 

How do I look after my cake?

Once home, the cake can remain out of the refrigerator for up to 4 hours. If storing it in the refrigerator, be sure to bring the cake to room temperature for at least 1-2 hours before serving to ensure the best possible flavour! The cake is best displayed in an air-conditioned room and away from direct sunlight.

 

What if I have an allergy?

Whilst I am happy to accommodate your request, please note that gluten, eggs, nuts, soy and dairy are all used regularly in the kitchen, so there is no guarantee that any of the cakes, cookies or desserts will be allergen friendly. All special dietary products are not guaranteed suitable for allergies, and are suitable for intolerances only.

 

How do I secure a date?

Once you have received the quote, you will need to make a deposit of 50% of the quoted price to secure the date. Payment of the balance is due 2 weeks prior. For bookings made with less than 2 weeks notice, payment must be made in full to confirm the order. Urgent orders may be accommodated whenever possible and may incur a rush fee.

 

Terms & Conditions

Please read the information contained in this website carefully before placing your order. Your access to the information contained within this website form the basis of alt.sugar Terms & Conditions, and any disclaimers or other statements contained within this website. By using alt.sugar services, you agree to be bound by these Terms & Conditions. Please refer to the 'Terms & Conditions' tab for more information.