FAQs
Where are you located? Can I pick up my order?
We are located in Mill Park, VIC 3082. Please click here to find us on Google. Yes, you can absolutely pick up your order!
Do you offer delivery?
Yes, we do! Delivery is available - subject to availability. It is advised to consider delivery when it comes to cakes with two or more tiers, to accommodate intricate designs and ensure smooth transportation of your cake.
Delivery price will factor in distance from our Mill Park studio, tolls, parking, and time spent for delivery.
Do you offer Allergen-free cakes?
All our cakes are made in a kitchen that uses dairy, eggs, wheat, peanuts, tree nuts & seeds. Hence, we prefer not to cater to individuals with severe allergies.
Lifestyle / Religious / Ethical dietary restrictions, such as Vegan / Egg-free/Halal, can be catered to. Please fill up our Custom Enquiry Form, if you are after products with dieatary restrictions.
How much lead time do you need for cakes?
We are currently taking bookings for custom cakes about 1 or 2 months in advance. For orders from our online store, we require at least 4 days' notice. We will always do our best to accommodate last-minute custom bookings, but it’s recommended to allow at least 2 weeks' notice.
How do I transport my cake?
We recommend that cakes go flat on the floor or boot space of the car. Car air conditioning has to be left on at all times during transit – buttercream and heat are not good friends! This may sound scary. but take our word for it! The cake will move with the car and will be boxed neatly to help support cake during its travel. Do not place cake boxes on the car seat. Do not push on the sides of your cake box - support from underneath only.
A cake care card will be attached to your box for some tips. Any special requirements for travel will be given to customers at the time of collection.
How do I store my cake?
All our cakes are required to be stored in the fridge, and recommended to be enjoyed at room temperature. This means that you will need to find space in your fridge for your cake, and bring it out 1-2 hours before serving. Leftovers can be stored in an airtight container for up to three days. When moving your cake around, make sure to keep it level at all times.
How much do your cakes cost?
We have a range of pre-designed cakes available to order via our online store. For custom cakes, you can find our Pricing Guide here.
Do you offer refunds or exchange?
We strive to meet your expectations with every order. If you have any concerns or issues with your cake, please contact us within 3 hours of delivery/pick-up, and we will work to resolve the matter to your satisfaction.
Due to laws regarding perishable items, we cannot accept returns or exchanges on baked goods.
We do not offer refunds on cakes that have already been consumed. If you are dissatisfied with a cake, we need to be supplied with substantial evidence of any major errors by us OR the cake needs to be returned to us within 24hrs of pickup / delivery. Cocoa Oven will then review the case and offer relevant compensation.
I can't find my question here!
Please reach out to us with your query and we will do our best to clarify,