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.
We do not accept flavour changes after the order has been confirmed.

Our daily order cut-off time is 9:00 PM for next-day delivery.
Orders placed after 9:00 PM may be scheduled for the following available delivery date.

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 9:00 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.
The delivery driver will contact you upon arrival.
Additional delivery fees may apply for locations outside our standard delivery area.
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.
Please check your order before leaving the pick-up location.
We are not responsible for any damage to the products after they have been collected.

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.
Best consumed within 48 hours for optimal freshness and quality.
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:

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, slight variations in appearance, colour, and decoration may occur.
Seasonal ingredients and decorations may vary depending on availability.

Cancellations for delivery orders must be made at least 3 hours before the scheduled delivery or pick-up time.
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 on the day of delivery with photo 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.
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.

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 without prior notice.