Terms and Conditions

Once a quote has been confirmed and an invoice sent to your nominated email address, orders will be marked as successfully place once payment in full has been received unless otherwise agreed upon. Orders can be placed through email only. Once your order has been successfully placed, we will deliver it on the date requested and as agreed by both parties.

Lead times vary based on products ordered and bookings we have for the upcoming weeks and months. Our current turnaround time is 2 weeks or as agreed upon. This does not apply to current orders that have been agreed upon for a specific delivery date. Larger orders do require further notice, please enquire within for turnaround times. For all urgent orders, please email us for assistance.

All major credit cards are accepted through our secure online payment system. Bank transfer through accounts is also available.

Our cancellation policy requires a minimum 4 weeks notice for all successfully placed orders. Orders successfully placed with less than 2 weeks noticed are not refundable. The 2 week notice period is calculated from when payment was received in full to count as a successfully placed order.

Deliveries are available Monday through to Friday. We don’t deliver over the weekends or public holidays. All Interstate deliveries are handled via a third party courier. Once your order has been delivered it’s the client’s responsibility to follow the care instructions to ensure the product remains the way it was made and delivered. We accept no responsibility for any damages that may occur after a successfully delivery.

All products are printed with edible food colouring so colour matching cannot be guaranteed due to the nature of the colours used. As we always do our best to make sure every print matches, some colours may slightly differ.

Designs and colours on our website may vary from actual product to your screen as a result of the way your device portrays various colours.

Custom Sugar Pty Ltd takes pictures of all orders to display on our website, this showcases our beautifully handcrafted products to our audience. All images taken by us are intellectual property of Custom Sugar Pty Ltd. We reserve the right to do as we wish with our images without any compensation to you which includes but not limited to our website, Facebook, Instagram, any social media site, all online sites, promotional, all forms of advertising and other places not mentioned here.

Custom Sugar Pty Ltd respects your privacy and takes the utmost care when handling your personal information. We respect your rights to privacy under the Australian Law. All information is kept secure at all times. Our website runs a valid SSL certificate to ensure all information is kept secure. Credit card information is not collected by us and is securely processed through our trusted third party payment provider – MYOB online payment portal. Credit card payment descriptions will show up on your bank statement as MYOB. All information given to us at the time of ordering is kept secure and only used to successfully process your order.

Returns are not accepted as all orders are custom made with your branding. Custom Sugar Pty Ltd takes great care when carefully crafting your sweets so you receive only the best product. If you have an issue with your recent order, please reach out to us within 24 hours of delivery to discuss the issue.

Custom Sugar Pty Ltd reserves the right to decline an order, terminate communication through both phone and email or decline a request if rude, inappropriate or repetitive (back and forth) behaviour is observed.