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Store Policy


Express Shipping Australia

This shipping option is only available for items in our “NOW SHIPPING” catalogue. Please note due to the perishable nature of our products, we do not accept refunds/returns for change of mind.

Please consider the arrival destination of your product. If there is no one present to receive your delivery, Australia Post will leave the parcel in a safe place. The responsibility of the parcel if left unattended falls upon the sender, as they have elected the receiving address and assume responsibility for the package once it is delivered, whether they are present upon delivery or not. 

It is the responsibility of the sender to send the parcel to an address that is:
a) attended upon delivery; or
b) if the premises are unattended, the sender assumes responsibility for the package if it is left in a safe place upon delivery.
If you are concerned about the parcel being left in a safe place upon arrival, we encourage you to choose another shipping address that will be attended during business hours on weekdays, or consider sending your parcel to a parcel locker.

Should your order arrive incorrect, please contact us with a photo of your order and brief description and we will discuss a replacement or refund, depending on the circumstances. If the issue is a fault of ours, we will offer a replacement or refund on your order. If the issue is at the fault of our shipping courier (i.e. damaged in transit), please contact Australia Post and use your tracking number provided via email when your parcel was shipped.

Please note Brooki Bakehouse  will not be responsible for reimbursing shipping costs via our courier partners.


Express Shipping New Zealand

We are excited to announce New Zealand will be our first foray into International Shipping! We ship our parcels via DHL Express, which have a shipping time of 2-5 business days from Australia to New Zealand. Please note the recipient will be responsible for any duty/import taxes (if applicable). Due to the perishable nature of our products, we do not accept refunds for change of mind.


Local Pickup

For all of our cakes and treats to order, we offer local pickup. At checkout you will have the option to choose a pickup time for your order. This will be the earliest time your order is ready for collection, up until close of business that same day.

If you are not collecting your order yourself, we recommend asking your friend or colleague to take a photo of your cake before it leaves the store, to ensure you are happy with it. Unfortunately due to the perishable nature of our products, we cannot offer a refund or exchange once your order has left our store.


Creative License

At Brooki Bake House, our bakers will do their best to follow customer provided recommendations and directions to the best of their ability. However, we reserve the right to creative license ~ to create a product we are proud of as it leaves the shop. Each of our custom orders are handmade, meaning no two items will ever be exactly the same. We will however do our very best to follow your specifications. Please note, as all of our cakes are made with buttercream, we are not always able to reproduce the exact shade/colour of a previous cake. We will always use the same colouring in store, but this does not mean your cake will be identical to a previous cake using the same colour. These are handmade products made to order and slight variations will always occur between two cakes.

Returns & Refunds

All of our goodies are made in house, by hand. Due to the perishable nature of our products, we cannot be responsible for how they are transported and stored once they leave our store. 

Order Cancellations & Modifications

We understand plans change and are willing to accommodate changes to your order. However please note as changes require administration, there is a $10 admin fee for changes and/or cancellations. Within 3 days of collection, we are not able to accommodate changes to your order and have a strict no cancellations policy within this time frame.

Big Orders (like, huge ones)

If you’re having the wedding of the Century or require catering for a major event, we’d love to be involved. Please email at least 14 days prior to your desired pick up date. Include the date you’d like the order for, quantities required