Terms & Conditions
By submitting an enquiry and/or paying a deposit, you are confirming that you agree to these terms and conditions.Payment Policy
Upon confirming with your quote or order, you will be issued with an invoice with payment details. To secure your booking, you are required to pay a 50% deposit plus the cost of any extra items on the invoice (florals, custom cake toppers etc). The remaining amount must be paid 7 days prior to the collection/delivery date of order.
You can pay the invoice all at once, or in installments, providing the full amount is paid by 7 days prior to collection/delivery date of order.
All prices are in NZD. Sugar and Shay is not GST registered, so no GST receipt can be issued.
Collection Policy
Your order will be packaged as safe as possible for transit! You'll be given instructions on how to safely transport your cake when you order and on pick up. Once the order has been picked up from Sugar and Shay, we are not responsible for any damage or loss of the product due to transit. No refunds or exchanges will be given to any kind of damage or loss that occurs during transit. We will also not be liable for any items that have been placed where there is the possibility of melting due to sunlight or heat.
Cancellation Policy
Life happens, we get it! If you do need to cancel your order, we will require this in writing.
The cost of any extra items (florals, custom cake toppers etc), will be refunded at the discretion of Sugar and Shay. This is because we have to meet our own non refundable orders to these suppliers. If we have already received your custom cake topper, you will have the option to keep it!
If you are cancelling more than 7 days prior to your order, you will receive a full refund of your deposit and what you have paid of the order.
If you are cancelling within the 7 days of collection/delivery date, Sugar and Shay will retain the 50% deposit and you'll be refunded the remaining balance of your invoice.
If you cancel within 24 hours of your collection/delivery date, no refund will be given and Sugar and Shay will retain the full amount of the invoice.
Should you not turn up to collect your order at the agreed time, we will make contact with you. If we don't hear from you within two hours of the agreed pick up time, we reserve the right to cancel your order and retain the full invoice amount.
We can not guarantee the freshness of your order if you do not pick up at the agreed time. We can also not guarantee that we will be available for you to pick up your order if you do not pick up at your agreed time.
If you need to change the date of your order, we require this in writing and will be subject to availability, and a refund will be at the discretion of Sugar and Shay.
Refund Policy
Every order is handcrafted and something that we are proud of! By ordering from us, you have acknowledged that you have seen our gallery of work and know our style of decorating. No refunds or exchanges will be given if you don't like the style, colours or overall decorating of your order.
If you don't like the quality or taste of your order, you must make contact and return to us within 24 hours. Refunds or exchanges will be at the discretion of Sugar and Shay. There will be no refunds or exchanges for items that have been consumed.If you have had your item couriered, this is at your own risk and there is no refunds or exchanges for any damages or loss incurred by the courier company.
Allergen Statement
All items (unless specified) contain gluten, eggs and dairy (milk/milk products). Some confectionary contain almonds, peanuts or other tree nuts. All items are made in our home kitchen, so traces of soy, sesame, tree nuts, peanuts and gluten may be present.
T&Cs are subject to change at any time.