COVID-19 Frequently Asked Questions - Stage 3

Q: Are you still open?
A: We certainly are just in a different way! Our one stop party shop is available online but unfortunately we are not open for browsing. Online purchases can be picked up from our Richmond store and items that can be placed in the mail will be posted as normal. Orders can also be placed over the phone. When travelling to the shop in Stage 3 we encourage you to come direct and have your invoice with you whilst you travel.

Q: Why is the shopfront closed?
A: We have made the decision to close for many reasons. The health and safety of our clients, our Richmond community, staff and family is of utmost importance to us. We are also really passionate about playing our role to help stop the spread so that we can all return to home and work life without restrictions as soon as possible. (Once that occurs, we will all be able to party again! Yay!)

Q: What is available in stage 3?
A: Our isolation menu, balloons, decorations and party ware are all available for pick up and local delivery!

Q: So can I still order a cake?!
A: Absolutely you can from our newly introduced isolation menus.

Q: Can I order a custom cake?
A: Whilst we navigate and pivot our small business through this pandemic we have decided to pause our regular menus (Pre Designed & Custom). This is a decision we made back in March very carefully after the majority of our future orders were cancelled, ingredient shortages arose and restrictions were implemented and stage 4 was looming. Whichever path we chose we wanted to ensure we would be available to help as many clients as we could at the most affordable price possible.

We look forward to reintroducing our custom cakes once the restrictions are more settled and stable.

Q: When will custom cakes return?
A: We have decided not to set a date at this stage. We will advise the return via Instagram and to our subscribers via our mailing list once it is ready to recommence.

Q: Am I legally allowed to come and collect a cake in Stage 3?
A: We have not been advised to close and currently (as of July 16 2020) have no restrictions on trade. We have been advised we are legally allowed to operate and that pick ups can continue throughout stage 3!  ⠀

We encourage you to come direct when collecting and to have your invoice on hand. When you arrive, please knock or call and we will bring your order to the door. Contactless pick up from your car is also still available. (Please call on arrival for this service.) 

Whilst browsing is not possible at the moment you are welcome to do so online and purchase prior to arrival where possible.⠀

Q: Can I pop in to collect a few party ware items/decorations or balloons when picking up an order?
A: We are so sorry but there is no browsing currently available.

Q: Which local suburbs are you delivering to?
A: We are currently hand delivering to the below local suburbs. Due to food safety, and the nature of our fragile products we are currently preferring to hand deliver. Local deliveries can be booked online and are currently occurring between 1.30 & 5.30pm. Unfortunately we can’t guarantee the exact time of delivery but can do our best to meet requests.

$5 same day delivery (with a minimum order of $30) to 3121 & 3122.

$15 same day delivery (with a minimum order of $30) to the below suburbs.

3000, 3002, 3004, 3066, 3067, 3101, 3102, 3103, 3123, 3124, 3126, 3141, 3142, 3143, 3144, 3146, 3181, 3182, 3205

Q: Do you utilise a courier?

A: .We can offer the service of a careful courier within 25km of Melbourne. Please note however liability ceases once the product leaves Burnt Butter and must be booked in advance and is dependant on their availability. (Preferably with 24 hours notice and we recommend pre booking Friday and Saturday deliveries a week in advance).

Q: How far in advance can I book?
A: We are suggesting not to order too far in advance as this crazy ol’ virus really does have a mind of its own! We would recommend only booking a couple of weeks in advance to avoid having to cancel or amend orders when restrictions change.

Q: Can I pay with cash?
A: We are only accepting card, online payments or bank transfer at the moment. Please note bank transfers must have cleared before an order is confirmed.

Q: Can I just order balloons or party ware without something from the iso menu?
A: Absolutely, in Stage 3 you can!

Q: What happens in Stage 4, will you still be able to operate?
A: Head to our Stage 4 blog post here.