PREORDERS
When do I need to place my order?
This depends on what you are trying to order. The last you can get an preorder in is 12pm the day before (Saturday noon for Monday orders). However, we need 48 hours for some products and because we are a small bakery we have a limited capacity for how many cakes we can bake.
I tried to order on the website but I couldn’t select the date?
This might be for a number of reasons.
Firstly, it might be because we aren’t making what you are after that day. For instance we make our Family Chocolate cake on Fridays and Saturdays which means that you wouldn’t be able to place an order for a Tuesday.
Secondly, we may not have opened orders for that date yet – we add new dates about 30 days ahead.
Lastly, it is possible we have already sold out of that item for the day you are trying for.
When does ‘reached capacity’ mean?
We strive to stay small and make everything from scratch which means we have a limited amount of high quality products we can make each day.
On an average Saturday we can reach capacity by Tuesday and when it is a very busy time like Easter or Christmas orders can fill up two weeks ahead.
If you know when you need a cake for place the order as soon as orders open up ( about 30 days prior). If you are the one responsible for the birthday cake don’t delay.
What are my options if I missed the cut-off?
We make whole cakes everyday but the options can be limited.
If you call us on the day we can let you know what whole cakes we have available.
I selected the wrong date – can I change it?
That depends on what you have ordered. We require between 24-72 hours to prepare your order so it may be too late – but gives send us an email or give us a call and we can let you know if it’s possible.
Do you write on your cakes?
We don’t write directly on our cakes but you can add a ‘cake plaque’ where we can write a note for $9 – we don’t customize our cakes.
Kindly check here: https://flourandstone.com.au/products/cake-plaque/
Do you make customised cakes?
No, we don’t make any customisations or variations of our cakes.
Can I pick it up at the Markets?
Pick up is only available at The Annexe: 43 Riley Street, Woolloomooloo
DELIVERIES
Delivery Timeframes?
Standard is between 10AM-6PM
Express is within 3 hours – price is x2
Immediate Priority is within 1-1.5 hours – price is x3
Can I pick up for someone else?
You will need the full name and order details of the person you are collecting for.
Please bring a copy of the order confirmation as this will make the collection of your cake a lot smoother.
Can I order items from the counter when I pick up my pre-order?
Unfortunately, we are unable to take orders from the collection window.
If you have time, feel free to jump in the queue and we’ll take your order and handover your preorder at the same time.
Can I track the delivery of my order?
You will receive an SMS notification from StarTrack once your order has been picked up – this includes an ETA of its arrival. Otherwise, you can call us and we can check it for you.
I want my order to be delivered at a specific time
We use a third-party courier service which means we cannot guarantee a specific delivery time within their standard window (10AM-6PM). If you’re willing to pay extra, we can book in for an express — cost is x2 of the standard (3-hour window) or immediate priority — cost is x3 of the standard (1-1.5 hour window). Let us know your suburb, and the items you’ve ordered and we can give you advice about whether this is possible.
Can I pull up at the front of your shop and you bring me my cake to the window?
NO. The road in front of the Annexe is a bus zone and no-stopping area so it is both unsafe and illegal to park there. We don’t want you to get hurt or fined! There are 1p, 2p and ticketed spots to be found on Riley St, Crown St and Broughton Lane. Alternatively, there are Wilson car parks at the Domain, St Mary’s Cathedral and 70 Riley St.
ONLINE ORDER ENQUIRIES
Do you make wedding cakes?
Though we can tier some of our cakes, unfortunately, we don’t customise them which means they’re available as it is. It’s best that you assemble it yourself as it is precarious to travel a tiered cake. We would hand them over in two seperate boxes as they are best assembled on site. We charge an additional $50 fee to insert structure dowels in the base cake.
Can I book in a catering order?
Yes, you can and we recommend that you call the office at least 48-72 hours for any of this because we have certain numbers that we can only do for this type of order.
I saw that you only make the Family Chocolate on a Friday and Saturday. Can I get one made on a Tuesday?
We love providing you with lots of variety when it comes to cakes, pastries and sweet treats. This means we have a set production schedule for all our specific creams, fillings, icing, pastry making and cake baking.
Dietary Requirements?
We have a few options to meet your dietary needs, however, keep in mind that our products are made in an environment where lots of other lovely things containing eggs, sesame seeds, soy, tree nuts and gluten are made and, therefore, may contain traces of these allergens.
Do you deliver the F & S Book outside Australia?
It is available worldwide as an e-book and through book depository.
Kindly place your order here:
https://books.apple.com/au/book/flour-and-stone/id1348072453
https://www.bookdepository.com/Flour-Stone-Baked-for-Love-Life-Happiness-Nadine-Ingram/9781925640892?ref=grid-view&qid=1651556960780&sr=1-1
Gift Voucher
Gift cards are delivered by email and contain instructions to redeem them at checkout.
Value does not expire. Redeemable through our Annexe only, not for online orders. You can also call us on 8068 8818 or send an email to hello@flourandstone.com.au to redeem/order.
https://squareup.com/gift/MLMJ1T6SVRPGJ/order
Order cancellations
Requests for order cancellations need to be made by phone, email or through direct contact with one of our managers.
We’re unable to cancel orders once production has started on your order. We require:
24 hours’ notice to cancel orders under $50
72 hours’ notice to cancel orders over $50
1 week’s notice for catering orders and orders over $250
Store credits will be issued if production has not started on your order. We are not able to issue store credits if the cancellation request is not made within the above time frames.
Refunds are only issued if we have made an error on your order or you are unsatisfied with your purchase (see below).
Returns, refunds and exchanges
If for any reason you are not completely satisfied with an item, please email or call us immediately. If outside of business hours – please place the product in the fridge and send an email (with a photo or two) to orders@flourandstone.com.au so we have an instant record of the problem and then call us as soon as possible the next day. Due to the perishable nature of our products we cannot accept returns made more than 24 hours after the original delivery date. Return shipment costs are the responsibility of the buyer.
Returned goods must be delivered to us unconsumed (unless the complaint was a quality issue related to having tried the product) or you may not be eligible for refund. We cannot be held responsible for items damaged or lost in return delivery, therefore we recommend an insured and trackable courier service. We are unable to issue a refund without actual receipt of the item(s). Please allow up to 1 week for your return to be processed.
To advise of a product or delivery issue please email or call us the same day as your order pickup or delivery. We are a friendly bunch, so let us know if you are not completely satisfied and we will certainly try to resolve the issue for you.
If you have any other enquiries, don’t hesitate to get in contact at
hello@flourandstone.com.au
