Velvet Bakehouse Terms and Conditions
This is the boring fine print, and like any business we have to include it. However, our first priority is the satisfaction and happiness of our customers, as we strongly believe this is the backbone of good business. If you have a problem with any product purchased from Velvet Bakehouse, or you have an issue with the level of service you believe you have received, please contact us immediately so we may take steps to rectify the situation. We want your experience to be a positive one, and if it is anything other than that, please give us the opportunity to change it.
Happy shopping!
The Velvet Bakehouse Team.
Terms of Use
Welcome to Velvet Bakehouse websites (including www.velvetbakehouse.com.au and www.velvets.com.au).
Your access to these websites is subject to these Terms of Use, and any disclaimers or other conditions or statements contained on these websites (referred to collectively as "Terms of Use"). By using these websites you agree to be subject to these Terms of Use.
Velvet Bakehouse may at any time, at its sole discretion, amend, vary or modify these Terms of Use.
Please read the following Terms of Use carefully before placing your order with Velvet Bakehouse. By using the Velvet Bakehouse service, you agree to be bound by these Terms of Use.
Modifications to the Terms of Use will be effective immediately and any subsequent use by you of the website will constitute an acceptance of those modifications.
Membership
By purchasing an item advertised on these websites and/or by completing the registration process to become a member of Velvet Bakehouse ("a Member"), you agree to be bound by these Terms of Use.
Access
The products and services described in these websites are only available for delivery within the Melbourne metropolitan area. Orders may be placed from within Australia or from overseas, for delivery within Melbourne.
We reserve the right to not provide goods or services, terminate membership accounts, remove or edit content or cancel orders at our sole discretion at any time.
Product Information
Prices of goods and delivery displayed on the Velvet Bakehouse websites are current at the time of display. These prices are subject to variation without notice.
While great care has been taken in the presentation of information on these sites, including product descriptions and pricing, we are unable to warrant that product descriptions or other content of the websites is accurate, complete, reliable, current or error free. No representation is made and no responsibility accepted for reliance upon the information as being complete, accurate or up to date.
We advise you to make your own enquiries and satisfy yourself in all respects to the products you are considering purchasing.
GST (Goods & Services Tax)
All prices advertised are inclusive of 10% GST unless otherwise stated. The GST is a broad based tax on consumption, which applies to the supply of most goods and services within Australia.
Gift Vouchers / Gift Certificates
Please ensure all Velvet Bakehouse Gift Vouchers are redeemed at the time of ordering. Once the order has been submitted and paid for by means other than a voucher, we are unable to retrospectively redeem a Gift Voucher to offset that cost. Gift Vouchers can be redeemed during the checkout process.
All Gift Vouchers are issued with an expiry date as indicated on the voucher itself. Once that Gift Voucher has expired, we are unable to extend the expiry date under any circumstances. It is the Gift Voucher holder’s responsibility to ensure it is redeemed before the expiry date.
It is only possible to use one gift voucher per purchase.
Please view Gift Certificate Terms of Use below.
Order Confirmation & Payment Processing
Payment is processed at the time of order, as opposed to the time of dispatch.
All online credit card orders are charged at the time the order is made, via PayPal. Velvet Bakehouse accepts orders only once they have been checked and approved. If there is a problem, we will telephone and/or e-mail the user who placed the order.
Our agreement with the purchaser only comes into existence once we have confirmed the order and full payment has been processed.
Once we have accepted payment for an order, cancellation of the order is at our sole discretion after taking into account the circumstances and reasons for cancellation.
If you need to cancel an order, please contact us immediately on (03) 9397 6425 or email us at contact@velvetbakehouse.com.au, with the subject: ORDER CANCELLATION.
Orders that cannot be cancelled will be subject to our Terms of Use relating to Returns and Refunds.
Velvet Bakehouse is not responsible for any loss or damage caused by late delivery or cancellation of an order or a product.
Online Payment
Velvet Bakehouse accepts online payments via PayPal, Visa or Mastercard.
Offline Payment
You can be confident that paying online is very secure and is the most convenient way for you to buy from Velvet Bakehouse. However, if you feel uncomfortable purchasing online, or don’t have access to the Internet, you can call us on (03) 9397 6425. We can take credit card payments over the phone or discuss other payment options. All payments will still be processed at the time of the order, unless other arrangements are agreed to.
Delivery
Our goods are delivered within the Melbourne metropolitan area. Delivery charges are included in the prices listed for standard products from the Bakehouse Range of cupcakes. For custom or corporate orders please contact us for details about delivery and charges.
Goods ordered online will be delivered to the specified recipient at the stated Delivery Address on the next business day, unless an alternate date is specified in the Delivery Date.
Specific Delivery Dates and other delivery details need to be confirmed by Velvet Bakehouse for custom and corporate orders.
We have aligned ourselves with courier partners who we believe will always do their best to deliver products on the date requested. Orders are dispatched the day of the requested Delivery Date, so delivery should be expected in the afternoon of the Delivery Date.
It is your obligation to enter the correct Delivery Address details at the time of ordering. If you enter the wrong address, we are not obliged to re-deliver the order to the correct address at our expense.
It is also your obligation to ensure someone will be available to accept delivery at the given Delivery Address. Due to the perishable nature of the product and our desire to maintain the highest standards of freshness, cupcakes will not be left at an unattended Delivery Address. If the product is delivered at a later time, charges will apply, payable by you.
Anyone at the Delivery Address who receives the goods will be taken to have the authority to receive the goods.
Online orders placed on Friday, Saturday and Sunday
Orders placed on Friday, Saturday and Sunday will be processed and delivered on the following Monday (or the next business day).
We do not deliver on Saturdays, Sundays or Australian (Victorian) Public holidays unless specifically stated on the websites, or specific arrangements have been made.
Note that you have the option to select a specific shipping date in your shopping cart. Where no date is selected, goods will be delivered on the next business day.
Can I add additional items to an existing unshipped order?
Sorry. Unfortunately, additional items cannot be added to an existing shipped order. Should you wish to purchase additional items, you will need to place a new order for those additional items.
What if my order does not arrive?
It is the responsibility of the customer to inform Velvet Bakehouse if an order does not arrive by 5pm on the specified Delivery Date. Once we learn an order has not arrived, we will lodge enquiries with the courier to ensure delivery occurs as soon as possible.
As a guide only, our couriers attempt to deliver to addresses between 11am and 5pm.
Unfortunately, we are unable to give a guaranteed time of delivery.
You agree that when our courier partner is satisfied that the order has been delivered, delivery of the order has taken place within the terms of the agreement between you and us.
Without limiting the operation of any other Terms of Use, we will not accept liability for any loss or damage arising from a late delivery or for loss or damage arising after delivery has taken place and you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.
Delivery Details
Please note an additional fee for re-delivery may be charged. At this time this fee is $18.00.
Currency
All prices on the Velvet Bakehouse websites are listed in Australian dollars (AUD).
Quality and Maintenance of Goods
At Velvet Bakehouse we pride ourselves on the quality of our cupcakes and our dedication to customer service. It is important to remember, however, that our products are perishable and may react to temperature and storage conditions, affecting the quality and life of the product.
We recommend that you store our cupcakes in an airtight container at room temperature, out of direct sunlight and away from heating or air-conditioning units or vents. We don’t recommend refrigeration, unless temperature conditions are excessively hot. If cupcakes are refrigerated we recommend returning them to room temperature before serving. Our cupcakes are best enjoyed on the day of delivery, however, if stored correctly they should remain fresh for a few days. Once delivery has occurred, quality and maintenance of the cupcakes is your responsibility.
Out of Stock & Substitution
In the unlikely event that we cannot satisfy your order due to stock unavailability, we will contact you (via e-mail or telephone) to offer you an alternative or to determine how you want to proceed with your order.
Refunds & Returns
Velvet Bakehouse will replace the goods you purchase if the goods you purchase:
• are not of merchantable quality (i.e. if your cupcakes are damaged at time of delivery – but not if you simply do not like the taste or decoration of the cupcakes)
• are not free from defects.
Please note that all food products are perishable, so Velvet Bakehouse expects that you take due care to properly store the goods in accordance with the nature of the product. If you are not clear on this, please check with us first.
This is your responsibility. We cannot accept responsibility if food is stored in conditions that are not appropriate.
If you find you have a legitimate problem with products you purchase from Velvet Bakehouse, please contact us immediately to explain the fault or problem. Where possible and reasonable we will do our best to keep our customers happy and satisfied with the product(s) they have purchased.
Velvet Bakehouse is not required to provide you with a refund if you have simply changed your mind or you find a similar item priced more cheaply elsewhere.
Velvet Bakehouse may require a receipt and personal identification for proof of purchase.
In the event that we do refund you (as opposed to replace goods) for orders placed online or over the telephone - we will credit back the original credit card on which the order was purchased. Alternatively, we will issue you with a credit voucher.
Cancellation of Orders
Pursuant to the terms above, if you need to cancel your order, at our discretion money can be refunded less a $15 administrative fee, ONLY IF notice is received by Velvet Bakehouse 24 hours prior to the scheduled delivery date.
Cancellations received with less than 24 hours notice will be charged at 50% of the total order value.
To assist with a speedy resolution of your cancellation request, please advise if you wish to receive a Gift Voucher (which can be used for future Velvet Bakehouse purchases), or if you would prefer to receive a direct credit card refund (credit card orders only).
You will receive an email confirmation once your order cancellation has been processed.
IMPORTANT: ORDERS CANNOT BE CANCELLED ONCE THEY HAVE BEEN DISPATCHED from our kitchen.
Security of information from your browser to our server?
A critical concern for electronic commerce is the secure transmission of data. To protect consumer data during transmission, Velvet Bakehouse uses the latest SSL encryption technology that securely passes transaction data to the Velvet Bakehouse gateway.
We use SSL (Secured Socket Layer) which means that we encrypt information sent to the server with a key that makes it almost impossible to decrypt. To do this we use the Secure Socket Layer (SSL) 256 bit encryption technology. This is superior to the industry standard.
User Name & Password
You agree to take responsibility for the safekeeping of your user name and password. You are liable if your user name and password are used by an unauthorised person.
You agree to release and indemnify Velvet Bakehouse in relation to any liability arising out of the unauthorised use of your username and/or password.
Protect yourself online
There are measures you can take to protect your own safety:
Don't let anyone else use your name or credit card for online transactions.
Only share access to your computer and files with people that you know and trust. Learn about file sharing risks.
Don't store your password or banking details in your email program or on your PC - keep hard copies of private information in a secure place away from the computer.
Choose hard-to-crack passwords that feature a combination of numbers, symbols and letters.
Don't use the same password for all your online activities.
Disconnect from the Internet when not in use.
Use anti-virus software and keep it up to date.
Protect your computer from Internet intruders through firewalls.
Back up your computer data.
Regularly download updates to your email and browser software that fix security bugs.
Only download and use freeware and shareware that is widely used and has a good reputation.
Loss or Damage to Systems
You agree to use and link to Velvet Bakehouse's website at your own risk. Velvet Bakehouse will not be liable for any loss or damage from any cause (including negligence) to your system or website caused by or in connection with the use of or a link to Velvet Bakehouse's website. Any such loss or damage will be your responsibility. Velvet Bakehouse advises you to take your own precautions in relation to protecting your system or website from viruses or malfunction.
If you wish to discuss links with this website or publication of Velvet Bakehouse material on other websites, please contact us at contact@velvetbakehouse.com.au.
External Web Links
If you leave this site via a link contained within this website, and view content that is not provided by Velvet Bakehouse, you do so at your own risk.
The content to which you link will not have been produced, checked for accuracy, or otherwise reviewed by Velvet Bakehouse. Velvet Bakehouse is not responsible for damages or losses caused by any delays, defects or omissions that may exist in the services, information or other content provided in such a site, whether actual, alleged, consequential or otherwise. Velvet Bakehouse makes no guarantees or representations as to, and shall have no liability for, any electronic content delivered by any third party.
Any links to other sites are provided for convenience only and do not represent any endorsement by Velvet Bakehouse unless otherwise stated.
Trademarks, Copyrights and Restrictions
All material on the Velvet Bakehouse sites, including, but not limited to images, illustrations, and information, is protected by copyright, and other intellectual property rights which are owned and controlled by Velvet Bakehouse. Material on this site is solely for your personal, non-commercial use.
Such material may not be copied, reproduced, republished, modified, uploaded, posted, transmitted, or distributed in any way, including by e-mail or other electronic means, without the express prior written consent of Velvet Bakehouse.
Fraud
Any party engaged in illegal activities involving the use of these websites will be subject to civil and criminal prosecution.
Velvet Bakehouse does not guarantee that it will be able to prevent any illegal or inappropriate use of this website, nor that it will give notice of any illegal or inappropriate use of this website.
It is an illegal violation to place orders under a false name, with a fraudulently obtained credit card or without the consent of the cardholder. All persons found to have placed a fraudulent order will be prosecuted.
Copyright
Except where necessary for viewing the information on the Velvet Bakehouse websites on your browser, or as permitted under the Copyright Act 1968 (Cth) or other applicable laws or these Terms of Use, no information or pictures on these websites may be reproduced, adapted, uploaded to a third party, linked to, framed, performed in public, distributed or transmitted in any form by any process without the specific written consent of Velvet Bakehouse.
Release & Indemnity
You agree to waive any and all claims that you now have or may have in the future against Velvet Bakehouse which relate to or are incidental to any transaction.
You agree to indemnify and hold Velvet Bakehouse harmless from and against any and all claims, loss or expense that may be incurred by Velvet Bakehouse which relate to or are incidental to the performance of its duties as described in these Terms of Use including all costs of defending itself against a claim by any other person and/or as a result of you taking any action or refraining from taking any action or instituting or defending any action or legal proceeding.
You further agree to indemnify and hold Velvet Bakehouse harmless from any claim made by any third party due to or arising out of your use of this website, the violation of these Terms of Use by you, or the infringement by you, or other users of this website using your membership account, of any intellectual property or other right of any person or entity.
Jurisdiction
The use of this website and these Terms of Use are governed by and construed in accordance with the law in force in the state of Victoria, Australia. Any legal action arising out of its use shall be brought and enforced under and the parties irrevocably submit to the non-exclusive jurisdiction of the courts of Victoria and courts of appeal from them for determining any dispute concerning the Terms of Use.
Copyright Velvet Bakehouse 2010. All rights reserved.
E-mail: contact@velvetbakehouse.com.au
Gift Certificate TERMS OF USE
Velvet Bakehouse Gift Certificates (also referred to as ‘Gift Vouchers’ or ‘Vouchers’).
1. Gift vouchers are redeemable by the bearer for Velvet Bakehouse goods or merchandise to the value stated on the Gift voucher.
2. Gift vouchers are redeemable at the prices for Velvet Bakehouse goods or merchandise applying at the time of redemption of the voucher.
3. Gift vouchers cannot be used in conjunction with any other Velvet Bakehouse promotion or discount offer. Only one discount will apply per order and it will be the larger discount of the two.
4. There is a limit of one gift voucher per order.
5. Velvet Bakehouse will not accept responsibility or be liable for gift vouchers that are lost or stolen.
6. Gift vouchers may not be used after the expiry date stated on them and are not exchangeable, refundable, replaceable or redeemable for cash.
7. Gift vouchers may only be redeemed on our websites at www.velvetbakehouse.com.au or www.velvets.com.au toward the purchase of Velvet Bakehouse goods or merchandise online.
8. For orders placed on our websites at www.velvetbakehouse.com.au or www.velvets.com.au, the gift voucher discount will be applied at the time of chekcout. If you require telephone confirmation of the amount to be charged to your card please email contact@velvetbakehouse.com.au.
9. Gift vouchers can be redeemed only once. Velvet Bakehouse will not redeem a gift voucher if, on presentation, our records indicate that a voucher bearing the same reference number has already been redeemed or has not been issued.
10. The value of gift vouchers may not be applied after a transaction is made. If forgotten, the voucher must be saved and used towards your next purchase.
We hope you find our web site informative and helpful. If you have any suggestions you feel would improve the site, please contact us at contact@velvetbakehouse.com.au.
Any changes to our information collection policies will be posted on this page. By using the Velvet Bakehouse site, you are consenting to the collection of information by Velvet Bakehouse.