FREQUENTLY ASKED QUESTIONS

FAQs

WHERE ARE YOU BASED?

We are located in Nirimba, on the Sunshine Coast, Queensland.

CAN I PICK UP MY ORDER?

Definitely! All single tier orders can be picked up from our home studio in Nirimba.

We will make sure your order is securely packed and we will have detailed instructions to give you for cake care. To ensure the safety of your order during transport, we suggest placing it in the passenger side footwell or trunk of your vehicle. Please be mindful of the temperature in your vehicle and always keep the air conditioning on high during the journey to avoid a melting cake! We cannot be held responsible for any damage that occurs during transportation.

DO YOU OFFER DELIVERY?

Yes, we do offer delivery, subject to availability.

All two tier cakes must be delivered by C&O to take the stress away!

If you would like a delivery quote, please include the delivery address in your order form.

HOW FAR IN ADVANCE CAN I PLACE MY ORDER?

We accept bookings up to 8 months in advance. The earlier you place your order, the better, so you don't miss out on your date!

WHAT IS THE PAYMENT PROCESS?

To secure your booking with Cocoa and Oak, a 30% non-refundable deposit of the total amount is required at the time of booking. This deposit confirms your order for the selected date. The remaining balance is due three weeks prior to the pick-up or delivery date, unless otherwise agreed. You can also choose to pay in full upfront at the time of booking. All payments are made via direct bank transfer. Details of account for payment will be provided on your invoice.

DO YOU OFFER ALLERGY-FRIENDLY OR VEGAN CAKES?

Unfortunately, no. We do not offer these options.

DO YOU USE FONDANT?

All of our cakes and cupcakes are iced with either buttercream or ganache.

Small items for the cake may be made using fondant.

CAN THE FLORIST PLACE THE FLOWERS

We prefer to place the flowers so we can customise to your requested design and truly make a signature Cocoa and Oak cake.

CAN’T FIND YOUR QUESTION?

Please contact us and we will be happy to help!

T+Cs

ORDER CONFIRMATION AND PAYMENT:

To secure your booking with Cocoa and Oak, a 30% non-refundable deposit of the total amount is required at the time of booking. This deposit confirms your order for the selected date. Bookings are not confirmed until a deposit has been received. The remaining balance of the order is to be paid by the due date indicated on the invoice, if not the contract is null and void, and deposit will not be refunded. Clients are also welcome to pay in full upfront at the time of booking. All payments are made via a direct bank transfer. Details for payment will be provided at the time of booking.

CANCELLATIONS:

Any cancellation will result in the loss of your non-refundable deposit with Cocoa and Oak.

If you cancel your order within 7 days of your pick-up or delivery date, the full order amount will not be refunded.

If you need to move your date, you will need to notify Cocoa and Oak in writing - the new date is subject to availability.

CHANGES TO ORDER:

Any changes must be requested 14 days in advance. Additions and/or changes may incur additional fees.

PICK UP & DELIVERY:

Orders can be either picked up from the Cocoa and Oak home studio, or be delivered. This must be stated at the time of your booking.

Please ensure you pick up your order in the agreed timeframe, as Cocoa and Oak operates on a strict schedule and often has other deliveries to attend to.

For two tier cakes, we recommend delivery to be included to take the stress away!

All three tier cakes must be delivered.

The cake can be quite heavy so ensure it is handled with care. For large cakes, you may need two people to lift it, and ensure that the cake is held only by the cake board or box provided. Cocoa and Oak is not responsible for injuries or damage from lifting heavy cakes.

In order to quote you for delivery, Cocoa and Oak requires a delivery address. Cake delivery times are agreed upon at the time of booking by the client and Cocoa and Oak. All delivery times are given as a delivery window estimate. Cocoa and Oak is not responsible for any delay or inability to deliver based on accidents, natural disasters, transportation issues, inclement weather or any other circumstance beyond Cocoa and Oak's control.

DAMAGE:

Cocoa and Oak will aim to provide as much detail and assistance in relation to best storage for your order. Cocoa and Oak takes no responsibility if a cake is damaged after it has been picked up by the client or a designated person, or, delivered to the client’s address/event space. Damage may occur to cakes in hot or high humidity environments.

Please advise Cocoa and Oak if your cake needs to be displayed outside so we can provide valuable storage and display advice. No responsibility will be taken for damage occurring to cakes exposed to weather, heat or humidity.

ALLERGENS:

Our kitchen handles a variety of ingredients, which means that our cakes and sweet treats may contain traces of common allergens such as wheat, peanuts, tree nuts, shellfish, eggs, milk, dairy products, fish, soy, sesame, lupin, and sulphites. Please be aware of these potential allergens when consuming our products. We are not responsible if adverse reactions occur.

FLOWERS:

If flowers are provided by an outside source, we will place them for an additional fee.

You acknowledge that fresh flowers are not a food product, and may contain pesticides, insects, dirt, or other contaminants.

PHOTOGRAPHS:

Cocoa and Oak reserves the right to use all photographs of the cake for advertising purposes, marketing and promotion for the business, this will include social media.

AGREEMENT OF TERMS & CONDITIONS

Upon submitting an order request form, you are required to read, understand and agree to our terms and conditions. Payment of your deposit and booking confirmation confirms that you are in agreement of all terms and conditions. Terms and conditions may be subject to change at any time without notification.

CONTACT C&O