Terms & Conditions - Sugar High Sydney

Welcome to SUGAR HIGH SYDNEY. By placing an order with us, you agree to the following Terms & Conditions.

1. Orders

All products are made to order.
Orders are confirmed only after full payment has been received unless otherwise agreed.
Please ensure all order details, including delivery address, contact number, and product selections, are correct before confirming your order.
Hateful speech, abusive language, disrespectful behaviour, or an aggressive attitude are not welcome here. We are happy to assist with genuine questions or concerns, but we will not tolerate abusive or disrespectful communication. Please treat our team with the same respect that we show to you.
We do not accept flavour changes after the order has been confirmed.

Our daily order cut-off time is 2:00 PM for next-day delivery & Pick up by booking ONLY.
Orders placed after 2:00 PM may be scheduled for the following available delivery date.
(But welcome to ask whether we could do for next day too !:)
RUSH ORDER FEES applied (Please ask customer service for details)

*THIS CAKE SHOP OWNER DO NOT KNOW HOW TO DRIVE! WE USE DELIVERY SERVICE SO DELIVERY APPLIES or spending over a certain amount for free delivery.
Delivery times are estimates only and may vary due to traffic, weather, or unforeseen circumstances.
A more precise 30-minute delivery window will be texted after 2:30 PM on the day prior to delivery.
Please ensure someone is available to receive the order.
For apartment deliveries, customers may be required to meet the driver at the lobby or entrance.
Additional fees must apply if you require drivers to deliver to your room no matter of any reasons.
The delivery driver will contact you upon arrival.
Additional delivery fees may apply for different location & fees are vary depends on the delivery service we use.
Delivery drivers will wait a maximum of 10 minutes at the delivery location. If there is no response to calls or messages, the driver may leave without further notice. No refund will be issued for the product or delivery fee. Customers may arrange a later pick-up from our location.

Customers must collect orders during the agreed pick-up time & by booking only.
Please check your order before leaving the pick-up location.
Please bring your own insulation bag & gel packs for pick up if neededWe do not responsible for the condition & storage after handed the cake to you
Please note that we may occasionally be required to attend catering events or other business commitments. If you arrive late for your booked pickup time, we may not be available to assist you immediately. Please arrive at your scheduled pickup time. We are not responsible for delays caused by late arrival or for any inconvenience resulting from a missed pickup time.
We are not responsible for any damage to the products after they have been collected & on your hand.
Once the cake has been picked up, we are not responsible for any damage, melting, or changes to the cake caused by improper storage or handling. Please ensure the cake is kept refrigerated and stored properly after collection.

Basque cheesecakes and other chilled desserts should be stored refrigerated between 2°C–5°C.
Do not leave products at room temperature for more than 1 hour (Especially summer time).
Customers are responsible for maintaining the appropriate temperature of the cake after collection.
Please bring your own insulation bag & gel packs for pick up if needed
We do not responsible for the condition & storage after handed the cake to you
Best consumed within 48 hours for optimal freshness and quality, the cake could store in the fridge for 4 days MAX.
The cakes could store in the freezer (-20 degree) for month and defrost in fridge overnight for next day consume.
For a creamier texture, leave the cheesecake at room temperature for 15 minutes before serving.
Storage instructions for other products will be provided via message, WhatsApp, or email.

Our products may contain or come into contact with:
Dairy, Eggs, Gluten, Nuts, Soy, Crustaceans, Molluscs, Sesame seeds

While we take care during preparation, we cannot guarantee a completely allergen-free environment.

Please advise us of any food allergies before placing your order.

As all products are handcrafted, variations in appearance from the pictures on website & social media, colour and decoration may occur.
Seasonal ingredients and decorations may vary depending on availability.

Cancellations for delivery must be made at least 3 hours before the scheduled delivery or pick-up time. If you are unavailable to receive your order at the scheduled delivery time, we may not be able to reschedule the delivery. You will need to either arrange to collect the order from our pickup location or pay an additional delivery fee for another delivery attempt.
Any additional delivery fee will depend on the delivery location and availability.
Payments are non-refundable once an order has been placed, as all products are made to order.
Refunds or replacements are only provided if products delivered by our driver arrive damaged or incorrect, and issues must be reported immediately right after your delivery with photo & video evidence.

Customers are responsible for providing accurate delivery and contact information.
Customers are also responsible for the proper storage and handling of all products after delivery or collection.
Please bring your own insulation bag & gel packs for pick up if needed.
We do not responsible for the condition & storage after handed the cake to you
Once the cake has been collected and handed over to the customer, SUGAR HIGH SYDNEY is not responsible for any damage, melting, deterioration, or other issues resulting from improper handling, transportation, or storage.
We are not responsible for failed deliveries caused by incorrect addresses, unavailable recipients, or inaccessible locations.

Our products are prepared in a council-approved commercial kitchen following food safety standards and regulations.
All kitchen staff hold food safety certification.
Our business is register under Canada Bay council.

We only collect customer information such as phone numbers and email addresses for order processing and delivery purposes.
Customer information will not be shared with third parties except where required for delivery or legal purposes.

SUGAR HIGH SYDNEY reserves the right to update these Terms & Conditions at any time with notice, by ordering you are agree to all our Terms & Conditions.