Refund Policy

At Fudge & Frost ©, every order is freshly prepared and made with care specifically for you. Due to the custom and perishable nature of our products, we have the following refund and cancellation policy in place.

Custom Orders

All custom cakes, cupcakes, cookies, fudge, wedding cakes, rusks, and specialty products are made to your requested design, colours, flavours, and specifications. Because of this:

Deposits and payments are generally non-refundable once an order has been confirmed.
Custom orders placed via email, text message, or social media require a 50% non-refundable deposit upon confirmation.
Changes to designs, colours, quantities, flavours, pickup dates, or delivery details may not always be possible once preparation has begun.

Online Orders

Payment for online orders must be made in full at checkout.

Due to the perishable nature of our products, refunds are generally not available once production has commenced or products have been dispatched.

Order Cancellations

We understand that plans can change.

Cancellations requested more than 72 hours before pickup or delivery may be eligible for a partial refund at the discretion of Fudge & Frost ©.
Orders cancelled within 72 hours of pickup, delivery, or courier dispatch are generally non-refundable due to preparation time, ingredient purchases, and scheduling commitments already incurred.
If a balance payment has not been received by the required timeframe, Fudge & Frost © reserves the right to cancel the order without refund of the deposit.

Product Quality Issues

We take pride in the quality of our products. If there is an issue with your order due to an error on our part, please contact us within 24 hours of receiving your order and provide:

Your order details
Clear photos of the product
A description of the issue

Where appropriate, we may offer:

A replacement product
Store credit
A partial refund
A full refund

Refunds and resolutions are assessed on a case-by-case basis.

Colour & Design Variations

Please note that slight variations in colour, decoration, icing finish, and overall appearance may occur, as all products are handmade.

Inspiration photos are used as guides only, and exact replicas cannot be guaranteed.

Refunds will not be provided for reasonable variations in design, colour tone, or decoration style.

Allergies & Dietary Requirements

While we do our best to accommodate dietary requests, our kitchen handles common allergens including gluten, dairy, eggs, nuts, and soy.

We cannot guarantee a completely allergen-free environment.

Refunds will not be provided for allergic reactions where ingredient information or allergen warnings have already been disclosed.

Pickup, Delivery & Courier Orders

Certain non-perishable items may be available for courier shipping nationwide.
Cakes and cupcakes are currently only available within Auckland and Tauranga.
Surrounding areas may be available upon request and additional charges may apply.

Once an order has been collected, delivered, or handed to a courier provider, responsibility transfers to the customer.

Damage occurring after pickup or delivery
Improper handling or storage
Heat or weather-related damage
Courier delays
Damage caused during transport by third-party courier services

Contact Us

If you have any concerns regarding your order, please contact us as soon as possible.