Shipping, Refund and Returns Policy

Delivery

All our cakes are delivered by By Sil Pâtisserie (‘We’/’Us’) to ensure they arrive in the best condition possible. Being delicate, care is needed to maintain cakes at the right temperature irrespective of the ambient temperature.

Handover on Delivery

The cake will be handed over to the buyer or nominated representative on delivery.

The buyer will inspect the condition of the cake. Once the handover is complete, we are no longer liable or responsible for the condition of the cake.

Any concerns about the condition of the cake should be raised at this time. If this cannot be resolved at the moment, alternatives will be discussed and agreed up. We want to do things right.

It is the responsibility of the buyer or their authorised representative to be at the delivery location for the period indicated in the delivery window. If the buyer is not present when we arrive, we will contact you and try to organise a workable delivery alternative. If none can be found, the cake will be returned and no refund will be issued. We have discretion to charge a fee for a major alteration. This includes a delivery greater then 3 kilometres from the original delivery address

The cake cannot be left with an unauthorised person or unattended location, due to the perishability of the cake.

Delivery Time Window

When placing an order, a delivery date and time window will be requested, which the buyer can choose that is most convenient to them.

Being a small bakery, time is allocated at various times during the week.

If a suitable delivery time is not available, select the most suitable and in the Notes section on checkout, indicate your preferred delivery time. When will reply if this is possible.

Every attempt will be made to deliver in the specified delivery window, but we will not be held responsible if a delivery cannot be made during the time window. We will contact the buyer as soon as possible to advise the approximated delivery time.

Delivery Costs and Locations

The cost of delivery is determined by the value of the order and delivery location. Note: the minimium order value is $85.

If the order value is less than $100, a delivery fee will be incurred irrespective of the distance from our premises in Warrandyte.

If the order value is over $100, a delivery fee may be charged depending on the distance from Warrandyte. 

A delivery fee will be automatically calculated during checkout, when you enter your address. 

Deliveries over a certain distance make it difficult due to the delicate and perishable nature of our desserts.  So during the checkout, there may be a notification we do not deliver to your area. Contact us if you would like to do discuss an alternate delivery.  

A redelivery fee of $15 may be charged when the initial delivery could not be made.

The delivery charges for Wholesale and catering orders will be reviewed on a case by case basis.

Returns

Because of the perishable nature of our products, we do not accept returns. However, if you are not entirely satisfied with the purchase please contact us immediately detailing your issues. We can then evaluate the concern and come to an agreed outcome. We take great care in making the cake, through to its delivery, so we want to do things right.

Refunds

If you refund has been approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at "">email.

Need Help? 

Contact us here for questions related to refunds and returns.