Your item was not quite what you wanted? Please let us know, as we want to make sure you're completely happy!
We use Australia Post, Toll Priority, or TNT to send out our items depending on where you are and the timeframes required. We are careful to pack them in appropriate hard cardboard boxes - almost always custom made for the item - to make sure the items get to you intact. We no longer use Fastway to send any items.
We have several simple flat rate shipping options which are shown in the cart. Generally, standard shipping is a flat $5 per order, and express shipping is $10 per order.
All items are sent with tracked shipping, so you'll know exactly where your item is at all times!
If your item is broken or lost in transit, we will send you another one. That is our policy and guarantee, as you should get exactly what you paid for!
You're more than welcome to pick up your order from our workshop in Bibra Lake! We have a 24/7 self-service pickup locker that orders go into, so you can pick it up when it suits you, rather than having to stick to our opening hours!
You can see the locker in action here:
If you spend more than $150 in total, calculated after discounts and coupons are applied, we'll automatically upgrade you to express shipping! Typically this uses Australia Post, but we may at our discretion use another express provider if we feel it will offer a better and faster delivery experience. We won't use any standard-level services for shipping Express orders.
Unfortunately we can't ship our items internationally. Our insurance does not cover this. We did previously ship to a select few destinations overseas (and had insurance cover when we did), but we have decided to focus on looking after our domestic customers first!
Estimated shipping times, based on our past experience, to the following locations:
Perth: 1-2 business days. Up to 3 business days during busy times.
Sydney: 2-6 business days. We've seen it arrive in 2 days during quieter times!
Regional New South Wales: 4-8 business days. Allow a few extra days for regional areas.
Melbourne: 2-6 business days.
Regional Victoria: 4-6 business days. These areas are well serviced.
Adelaide: 2-6 business days.
Regional South Australia: 4-8 business days.
Brisbane: 4-6 business days. These sometimes take a little longer due to the post routing
Regional Queensland: 4-8 business days. These areas are not as quickly serviced.
Darwin, Alice Springs: 8 business days. Due to Australia Post's routing, these take quite a journey to get there - often they are shipped via Queensland. If you're in these areas, please allow as much time as possible for delivery.
Express post: unfortunately we're outside the express post network despite being in the Perth metropolitan area; however, cake toppers generally arrive in 2 business days. For example, if we send on Wednesday, it generally would arrive on Friday. We do have access to overnight couriers for an additional charge if you require your orders the next day.
Express post to the Northern Territory may take just as long as regular post to arrive, due to how the routing of mail works from Perth to the Northern Territory. Please keep this in mind when ordering.
Did we miss your event? Our policy is to provide a full refund if we missed your event. This applies if you've supplied a required date with your order, and it was ordered with enough lead time. This also applies if we've told you it will arrive in time and it didn't. (This is rare, but occasionally happens when something goes wrong with the postage - even if it's not our fault, our guarantee still applies).
We are really keen to make sure you're happy with your item! However, we do make custom items, which means in most cases we can't accept returns as the item is specific to your order, and we can't resell it or use the parts.
We can't accept returns as per the Australian consumer laws if:
Still get in touch with us though - we would love to make an arrangement with you!
We often accept returns for the following - please contact us. We'd love to make you happy with your order:
Please send photos along and a description of why you're not happy, so we can fix it for you as soon as we can.
We are happy to accept returns if:
"A big shoutout to Foote and Flame who saved the day with reprinting our Daughters 21st Cake Topper because she has silly parents who left the original one at home which is 4.5 hours away. Thank you so much this was our third order with you well technically four now, fantastic service and recommend this local company to everyone. 🌟🌟🌟🌟🌟"