FAQ’s

What makes Planet Cake creations so special?

Planet Cake employs only the most experienced, talented and unique decorators to provide a product and a service unparalleled anywhere else in the country. Taking inspiration from home ware and stationary trends to high fashion and popular culture, Planet Cake is continually developing unusual and cutting edge designs.

Can I make design changes to my online cake?

All of the designs in our online store are at lower price points than our couture cakes; we offer the option of personalizing your message, choosing a colour theme and adding candles. However in order to keep the lower prices the designs themselves are fixed and we are unable to accommodate and design changes.

When should I book my online cake?

Cake orders close 7 days prior to delivery. To avoid disappointment, Planet Cake suggests providing 2 weeks notice.

Can I collect my cake from your store?

Our online cakes are a delivery only service however delivery is FREE within Sydney and surrounding suburbs. Please see below for further details.

Where areas do you deliver to?

Planet Cake only delivers to Sydney and surrounding suburbs and offers FREE delivery to the following postcodes:

2000 – 2077     Sydney Metro, North Shore
2085 – 2100     Northern Beaches
2110 – 2146     Gladesville-Ryde-Eastwood, Western Suburbs
2150 – 2154     Parramatta/HIlls District
2160 – 2163     South Western Suburbs
2190 – 2224     South Western Suburbs
2227 – 2230     St George, Sutherland Shire

Please note: At this stage we do not deliver interstate or overseas

What days do you deliver?

We deliver on Friday or Saturday depending on your location.

How fresh are your cakes?

We bake on site and will be baking your cake especially for you a day before your cake is decorated, this ensures freshness. We do not freeze cakes or order them from a supplier; our cakes are baked from scratch in our kitchen.

How do I look after my cake?

  • Your cake will come with a set of care instructions; this is for both you and your venue.
  • The cakes should NOT be refrigerated; they are best kept in their box and stored in a cool place, ideally below 22 degrees, air-conditioning is best, otherwise somewhere cool.
  • Cakes will be damaged if exposed to rain or water, water responds to the sugar in the icing and the damage will look like small burn marks.
  • Make sure when travelling with your cake that you keep it on a flat even surface, such as on a lap, in a car boot or the floor of the car.

Can you deliver directly to a venue?

We are more than happy to deliver directly to your venue, please make sure to confirm that they are open before confirming your delivery time and inform that that you are expecting a cake delivery from Planet Cake.

Can you deliver at a specified time?

Unfortunately we cannot deliver at a specified time, we offer two delivery windows one in the morning and one in the afternoon (we suggest ordering your cake to be delivered the day before if time is imperative).

Does someone need be there to accept delivery of the cake?

We definitely need someone to take delivery of the cake, we will not leave the cake unattended as it could be subject to weather, ants or in any other way get damaged.

Can I have my cake delivered the day before?

We recommend that if you are unable to accept a cake delivery on the day or need your cake prior to our delivery times then have your cake delivered the day before. Your cake does not require refrigeration and will be perfectly fine kept in its box in a cool place, preferably air-conditioned.

Are there any additional charges?

No, all cake prices are inclusive of GST and delivery within Sydney and surrounding suburbs is FREE.

What size cake do I need if I am serving my cake as dessert?

We always try and quote for the right size cake to feed the number of people attending your function or party and we are very generous with our portions taking into account that they may not be cut professionally. Wherever we mention serving size we are basing this on a coffee sized portion this is usually more than adequate to serve as dessert as it would usually be accompanied by ice cream etc. However if you would like large portion sizes for your dessert, then you will need to increase the size of the cake and add additional portion sizes during checkout.

Can I cancel or change the date of my cake order?

Unfortunately we are unable to provide refunds or change the date for cake orders once the cake is booked.

How are the cakes delivered?

They are delivered by one of our drivers not a courier and packaged in a cake box.

Do you ship your cakes interstate or overseas?

We do not ship our cakes but are looking to expand nationally in the near future.

How long do your cakes last?

The cakes should last 5 days if they are stored at room temperature in a cool place or in the fridge. Once the cake is cut it should be kept airtight to retain the freshness.

Do you cater for allergies and intolerances?

We do not make eggless, gluten or dairy free cakes at present. Our cakes do not contain nuts but are made in an environment where nuts are present.

Can I visit your shop?

Unfortunately, we don’t offer tours or have the resources to handle visitors here as we are making our online range only. We are a very small, very busy business. Every cake we make is handcrafted to order, and while that makes for some really spectacular cakes, it doesn’t leave us with time for visitors. So we can’t have people stopping in to watch. If you show up anyway, we will not be able to let you come inside. We don’t want to let you down and we don’t want to feel terrible and turn you away. We are truly very sorry to be so strict, but there are no exceptions.

I am not happy with my cake, can I get a refund?

In order for a full refund to be granted Planet Cake requests that the cake in question be photographed with a full explanation of your complaint and emailed to Planet Cake. It is mandatory that we receive a photo not just to assess your cake but also as a guide for our kitchen. Any other complaint not covered by the ‘Fair Trading Act 1987 No. 68’ will be subject to our customer service policy with remedies at the discretion of management.

What is your Privacy Policy?

Planet Cake regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Planet Cake users, and conforms to Internet privacy standards. If you have questions or concerns regarding this statement, you should first contact Planet Cake at (02) 9810 3843.

Collection of Information – In order to use the Planet Cake website, we may require information from you in order to provide the best service possible. All correspondence may be collected and stored, particularly in regards to sales, support and accounts, including email. Any information collected by Planet Cake is collected via correspondence from you or your company. This may be via telephone, email, mail or directly though our website.

Use of Collection Information – Any details collected from Planet Cake customers is required in order to provide you with our products and/or services, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information – The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our Website, you can email us at info@planetcake.com.au

Access to Collected Information – If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at info@planetcake.com.au.

Orders – If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications – Planet Cake uses personally identifiable information for essential communications, such as emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at info@planetcake.com.au. You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties – Planet Cake may at its discretion use other third parties to provide essential services on our site for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Planet Cake does not share any information with third parties for any unknown or unrelated users.

Legal – We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links – Links on the Planet Cake site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.planetcake.com.au.

Changes to Privacy Policy – If we decide to change our privacy policy, we will post the changes to this privacy statement, the homepage, and other other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. Planet Cake operates under the ABN 51 168 126 467 and reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

What is your Security Policy?

Planet Cake uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Planet Cake or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transaction data is encrypted for storage within eWAY’s bank- grade centre, further protecting your credit card data.
  • eWAY is an authorised third party processor for all the major Australian banks.
  • eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Planet Cake
  • For more information about eWAY and online credit card payments, please visit www.eway.com.au