Last updated: 21 September 2026

SHAYA CREME makes desserts to fulfil confirmed customer orders. Because cakes, pie cakes and choux are fresh and perishable, they cannot be handled in the same way as ordinary retail goods that can simply be returned to a shelf. This page explains how we deal with cancellations, mistakes, damage and refund requests.

Before placing an order

Please check the product, size, quantity, delivery date, postcode and delivery details before paying. If you have a question about ingredients, allergens, sizing or delivery, contact us before placing the order.

If you change your mind

We do not normally provide a return, exchange or refund where the order is correct and you simply change your mind, choose the wrong product or size, or no longer need the order.

This does not affect any rights you may have under Australian Consumer Law where a product does not meet the applicable consumer guarantees.

Changing or cancelling an order

If you need to change or cancel an order, email hello@shayacreme.com.au as early as possible and include your order number.

Whether we can make the change depends on how far the order has progressed. Once ingredients have been committed, personalised elements prepared, or production has started, a cancellation or change may no longer be possible. If we can accommodate a change, we will confirm any price difference or refund before proceeding.

If something is wrong with your order

If you receive the wrong item, the dessert arrives damaged, or you believe there is a genuine problem with its quality, contact us promptly so we can assess what happened.

Please send your order number, a short explanation and, where relevant, clear photos showing the product and packaging. We may need this information to distinguish a production or delivery issue from damage that occurred after delivery.

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate outcome may include correcting the order, replacing an affected item, or providing a partial or full refund.

Delivery problems

Please provide an accurate delivery address, postcode, contact number and any necessary access instructions. If delivery is unsuccessful because the details supplied are incorrect or incomplete, or access cannot reasonably be obtained, we may need to charge for another delivery attempt and a refund may not be available.

If a delivery problem is caused by SHAYA CREME or by a delivery arrangement made on our behalf, contact us and we will review the circumstances.

Delivery timing

A selected delivery date does not guarantee an exact arrival time unless we have specifically agreed one with you. Traffic, weather and other operational conditions can affect delivery timing.

If a delay significantly affects the usefulness or condition of your order, contact us. We will assess the situation based on what occurred rather than applying an automatic rule solely because a delivery was later than expected.

Storage and handling after delivery

Our desserts are perishable. Once an order has been delivered in acceptable condition, please follow any storage instructions provided with the product or by SHAYA CREME.

We cannot take responsibility for deterioration caused by leaving desserts unrefrigerated where refrigeration is required, unsuitable transport after delivery, mishandling, or other storage conditions outside our control.

Ingredients, allergens and personal preference

If you need ingredient or allergen information, contact us before ordering so we can provide the information available for the relevant product.

Personal taste preferences on their own do not usually mean a product is faulty. This is different from a product being incorrectly supplied, unsafe, damaged, or otherwise failing to meet a consumer guarantee.

Personalised items and celebration extras

Please check any card message or personalised instruction carefully. Once a personalised item has been prepared, we may not be able to alter it. If SHAYA CREME makes an error in reproducing information that you supplied correctly, contact us so we can address it.

Approved refunds

Where a refund is agreed, we will normally send it back through the original payment method. The time taken for the funds to appear is controlled partly by the relevant bank or payment provider.

Your rights under Australian Consumer Law

This policy is intended to explain SHAYA CREME's process; it does not remove or limit rights that cannot lawfully be excluded under Australian Consumer Law. Consumer guarantees may entitle you to a remedy where goods have a problem, and the available remedy depends on the circumstances and seriousness of the problem.

Contact

SHAYA CREME
Melbourne, Victoria, Australia
Email: hello@shayacreme.com.au
Website: shayacreme.com.au