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Frequently Asked Questions

ORDERS

 

Q: How much do you charge if I want to customize my order(s)?

A: If you would like to customize your smash cake, please call our Customer Service team at (852) 2127 4033 or drop us an email at hello@sydneysmashcakes.com.hk. The team will personally handle your enquiry. Prices vary depending on the ingredients and complexity of your requested design. Please allow at least 5 business days in advance for customized orders. 

For corporate orders enquiry, please reach out to our Customer Service staff directly for quotation.

 

Q: How should I store my SmashCake?

A: If you’re not consuming this delicious SmashCakes right away, we suggest you store it in a dry cool place. All our smash cakes are made to order using top-quality lollies and chocolates, so you don’t have to concern about them going stale. Please keep in mind not to put the SmashCakes into the refrigerator as this will cause the chocolate content to bloom (turn white).

 

Q: Should I worry about the freshness of smash cakes if they do not offer delivery on Sundays or public holidays?

A: As you may concern about the freshness of our SmashCakes, all cakes can keep for up to 2 weeks if it has been placed properly in cool dry places. SmashCakes are made of top quality ingredients, so you do not need to worry about them going stale.

 

Q: What currency is accepted on this website?

A: All prices displayed on Sydney Smash Cakes HK are in Hong Kong Dollars (HKD).

 

Q: How do I know if Sydney Smash Cakes HK has received my order?

A: An automatic confirmation email will be sent out to the email address you provided within 30 minutes after placing your order online. Please always check your junk or clutter folder if you have not yet received our email.

 

DELIVERY

 

Q: Where does Sydney Smash Cakes HK deliver?

A: We offer delivery service to all metropolitan areas within Hong Kong. There is a delivery cost of HKD $ 20 to those suburbs. Please place your order three business days in advance. However, for remote area deliveries, we will charge for a HKD $ 300 delivery fee (e.g. Shek  O, Stone Cutter’s Island, Lau Fau Shan, Sha Tau Kok).

*For more details, please refer to our “Delivery” page. 

 

 

Q: Is there any way that I can pick up my order from your shop?

A: Self-pickup service will only be offered based on request. No additional fee will be charged if customers choose to pick up their orders from our shop in Kwun Tong from Mondays to Saturdays. Please schedule a self-pickup appointment with our Customer Service team in advance.

 

Q: Does Sydney Smash Cakes HK deliver on weekends and public holidays?

A: There is no delivery on Sundays and public holidays. However, all SmashCakes can last up to 2 weeks if they have been stored properly under room temperature. Customers can always order their SmashCake on a Saturday or earlier if they have a party on Sunday, without worrying about the freshness of the cake.

 

Q: What happens to my order if there are severe weather or traffic conditions?

A: If we encounter bad weather (e.g. typhoon signal no. 8) or traffic conditions on your proposed delivery date and within the scheduled timeframe, delivery of your order will be temporarily postponed due to the safety of our delivery personnel.

All deliveries will be resumed once weather or traffic conditions clear up. If your delivery date has been rescheduled according to any weather warnings, you will receive an email or call from us for such changes.  

 

Q: Can I track my order status?

A: You can easily track your delivery status by providing your order number to our Customer Service team on (852) 2127 4033 or through email at hello@sydneysmashcakes.com.hk.

 

CANCEL OR MAKE CHANGES TO YOUR ORDER

 

Q: What is your refund/cancellation policy?

A: You may cancel your order at least 48 hours prior to the scheduled delivery time. Cancellation can only be made by contacting Customer Service representative on (852) 2127 4033 or email us at hello@sydneysmashcakes.com.hk.

Unfortunately, we may not be able to process your cancellation request if you fail to notify us at least 2 working days prior to the assigned delivery time.

  

Q: What happens if my order is damaged upon arrival?

A: In case of any issue with your order or delivery, please call our Customer Support: (852) 2127 4033 or email: hello@sydneysmashcakes.com.hk. Our Customer Service representative will assist you right away and keep you informed of the progress of investigation. If any damage is caused during delivery or manufacturing, we will try our best to deliver a replacement as quickly as possible.

 

Q: What should I do if I need to change my delivery date or delivery address?

A: You may change your delivery details by calling our team on (852) 2127 4033 or via email at hello@sydneysmashcakes.com.hk at least 1 business day prior to proposed delivery time. If less than 1 business days’ notice is given, you might be liable to an additional administrative fee of HKD $ 120.