Frequently Asked Questions
Thank you for your interest in our cakes! We would love to create something to celebrate your special occasion.
If it's your first time ordering with Top Tier, please see below the answers to some Frequently Asked Questions.
Where is pick up and can I get my cake delivered?
Pick up is in Flat Bush, Auckland. As we are an online shop working out of a home-based fully certified A grade kitchen, the exact address will be sent to you when your order is confirmed. The pick-up time will be arranged with you then also.
We offer delivery Auckland wide at an additional cost - this will be quoted on a case by case basis. If you are ordering a wedding cake we highly recommend paying the extra cost for delivery. This will give you peace of mind and one less thing to worry about on your big day!
How do I contact you?
The best way to contact us is via email, at email@example.com
How do I place my order with you?
Please go to the ‘ORDER’ tab and fill out the form. As all of our cakes are custom made, we will get back to you within 48 hours with a quote and confirmation that we have availability to make your special cake.
Your cake is not fully confirmed until payment is received. We will email you payment information when we send you through the quote and availability confirmation.
How far in advance should I book my cake?
As soon as possible. Please allow at least 3 weeks as we don’t want you to miss out! We are currently taking orders up to 6 months in advance. We book out fast! All of our custom cakes are made to order.
What is your cancellation policy?
You are able to cancel your order for a full refund up to 2 weeks before your pick-up date. Unfortunately, if your order is cancelled within 2 weeks of your pick-up date, you will not be eligible for a full refund. If you cancel your order with less than 2 weeks notice you will only receive a 50% refund. If you cancel your order with less than 48 hours notice you will not receive a refund.
Will my cake be ok overnight if I collect it the day before my event?
Yes! We will let you know the best storage in the confirmation email. Certain flavours and fillings need to be kept in the fridge (i.e. cream cheese) whereas other flavours can be kept at room temperature. Never leave a cake in direct sunlight or heat for too long.
I saw a cake on your Instagram/Facebook that I like, can I have the exact one?
Yes, you most definitely can. However, we cannot guarantee that it will be identical as no 2 cakes are exactly the same. Flowers are seasonal and not always available, but we will do our best to create the same look for you.
Do you make dairy free and gluten free cakes?
Not yet! But we are working towards having these options available in the future.
What's the best way to transport my cake once I collect it from you?
For anything larger than a single tier we highly recommend bringing someone with you to hold the cake while you drive. The cake will come secure in a custom built box but will need to be kept flat, usually the passengers lap or the floor of the passenger’s seat works well. Please never leave a cake in a hot car, and always avoid putting it on the seat as it is not a flat surface.
Can I change my order once it's been placed?
Yes, you can change any order within 14 days of your pick-up date.
Send us an email! Additional costs may apply for additional decorations.
Do you deliver all over New Zealand?
No, sorry! We do not offer this service as our cakes are very fragile. We do, however, offer delivery throughout Auckland.
Do you make shaped cakes?
Our prices are based on round cakes but we can also make numbers and squares upon request.
HELP! I need a last minute cake!
Please email us with the title HELP LAST MINUTE CAKE and the date you need it for. We will try our best to fit you in but cannot guarantee anything!
TERMS AND CONDITIONS
At Top Tier, we strive to make your cake dreams come true while providing wonderful customer service.
Upon purchasing a cake, you acknowledge and accept the following terms and conditions:
Please start this process by filling out a form under the ‘ORDER’ tab. We will reply to you within 48 hours with a quote and confirmation of availability if we are not already fully booked for that date. We will forward you the payment details which will need to be made via an online bank transfer or through Xero.
No order is confirmed without payment being received. We recommend ordering as soon as possible to avoid disappointment.
Changes to cake orders must be made via email to us 14 days ahead of your scheduled pick up date. We cannot guarantee that the requested change will be possible, but we will try our best to accommodate.
It is our policy to offer a full refund if the cancellation takes place more than 14 days previous to your pick-up date. A 50 % refund will be given if you cancel with 2-13 days notice. NO refunds will be given if a cancellation happens within 48 hours of your pick-up date. All cancellations need to be in writing via email – firstname.lastname@example.org
CUSTOMER SATISFACTION - REFUNDS
It is our ultimate goal to deliver a great experience and your dream cake.
From the initial enquiry through to the final mouthful of cake, we wish to provide the best for our customers.
We pride ourselves on customer satisfaction and we acknowledge the rights given to each customer under the Consumer Guarantees Act.
When a cake is picked up or delivered it will be shown to the customer. This is to ensure that we have met your specifications of design. Once inspected, the cake is considered accepted by the customer. By accepting the cake, the customer then bears all responsibility. This includes the care and delivery of the cake. No responsibility will be taken by Top Tier once the cake has been accepted and left our premises.
If you think the cake is not up to an acceptable standard or it is not what you thought you had ordered, please let us know as soon as possible.
Any refunds will be made at the discretion of Top Tier Cakes. This will involve an assessment of the cake. This means at least 75% of the cake must be returned. If we feel a refund is warranted, we will do so using the same method of purchase. In this case the cake will be retained by us.
We cannot guarantee to exactly replicate a cake design due to no two cakes being the same, and often resources (e.g specific flowers, chocolates) not being available.