Who are you?
Cake Warehouse is made up of Kirstin who is the email replier, order updater, buyer and general cake brain, Mary is the order packer and stock receiver, and Dave is the website guru and happy to be a taste tester.
Where is your shop?
Cake Warehouse is an online only store, this means that we can focus on getting orders out fast and keeping prices lower. We have an office/warehouse space but we don’t operate as a shop.
How long does it take to receive my order?
Depending on your location, shipping is 1-2 days for urban addresses, 3+ days for rural addresses. You can find more details here. If you are under time pressure to receive your order, make sure you check all our shipping information before ordering
I've ordered last minute, can I get my order prioritised!?
We don't offer priority shipping, BUT here's why: ALL OF OUR ORDERS ARE PRIORITY. We offer the same, fast service to everyone and we don't charge any extra for it. We know it can be stressful ordering online with time pressure but we do work as quickly as possible to ensure your order goes out as soon as we can. Please make sure you check our shipping info for all the details and any important updates.
How do I know when my order has shipped?
Our courier pick ups are only in the afternoon so you may not receive an update until later in the day. When your order is packed, you'll receive an email update including tracking information. Unfortunately we don't reply to queries about order updates during the day unless there's a problem. You can log into your account and check for updates at any time if no emails have come through (they may have been stopped by the spam filter).
I forgot something...
We have an Add to Existing Order option at the checkout, with a fixed fee of $2. This covers extra credit card payment fees, plus additional admin our end to get your order out to you correctly. Please note: if your parcel has already been packed (even if we haven't updated your tracking number yet), we will not be able to add to your order and you will need to pay full shipping for any extra items.
How does Oxipay work?
Oxipay spreads your order payment into installments over 8 weeks. This means you can buy in bulk or order in advance without having to pay the full cost up front. It's like a Laybuy, only you get your order straight away!
If you aren't already an Oxipay customer, you can sign up during check out. The process only takes a minute. If have already signed up, you'll be prompted to log in to complete your order.
My order has arrived but there is a problem, how can I get this fixed?
Firstly, we are so sorry if there has been any mistake or damage to your order! We strive to get everything right and packaged safely to get to you. It feels pretty stink to let you down. Please reply to your order confirmation email and let us know what has happened - this is important as it gives us all the information we need to be able to action any solutions. We will always resolve any issues that are our fault so don't panic.
Do you ship overseas?
If you are outside New Zealand, you are welcome to order from us. Please email us with a list of the items you'd like to order to firstname.lastname@example.org. We will calculate the shipping and if you're happy, send you an invoice for the total. Any tax, customs duty, etc. are the responsibility of the buyer.
Can you get....?
Maybe! If we don't have something you want, or you think there's something we should stock because you love it just get in touch! We have new things arriving constantly and we can order especially for you.
How do I contact you?
If you've read the above and your question isn't answered, please use the contact form here and we'll get back to you as soon as we can. Sorry but we don't have a Cake Warehouse phone line! Please make sure you read the shipping information and the FAQ first to check if your question has already been answered.