General Frequently Asked Questions…

Where can I find your bricks and mortar store front?

We are located at 197 Swan St Richmond. Don’t forget appointments are required for custom enquiries! Parking can be found on the street in front of our shop (please note the clear way at 4.30pm) and a public car park can be found at The Richmond Library via Charles and Charlotte Streets.

Can I call you?

You certainly can, our phone number is 9429 9736.

Are children welcome in your shop?

Absolutely children are more than welcome! We do ask however that the shelves/shop is returned to the condition it is found. Should stock be accidentally broken or damaged we also ask that you purchase the item to avoid us having to increase our pricing. Many thanks for your understanding in advance.

Frequently Asked Questions in relation to orders that can be shipped….

When will my order ship?

For orders that consist of party ware, un inflated balloons and decorations that don’t require customisation if received by 11am they will be shipped same day. Custom biscuits will be shipped per your requested date/availability. Items such as cakes and cupcakes can not be shipped but can be delivered locally per availability.

When will my shipped order arrive?

Arrival dates vary greatly based on your nominated delivery address. We currently utilise Australia Post for all postage. Please visit Australia Post’s website calculator to check the current delivery times to your postcode by clicking here. During the COVID-19 period, we highly recommend Express Post and stress that Express Post parcels could take five business days or more to be delivered.

Regular post (in non COVID-19 times) usually arrives within 2+ days business days. If you are located within Victoria, metro parcels should arrive within to 2 business days & country parcels up to 5 business days. If you are located in a state other than Victoria, metro parcels should arrive within 3-6 business days & for country please ask at your local Post Office.

Express Post offers next business day delivery (in non COVID-19 times) within the Express Post network. The national next business day delivery network operates between capital cities (excluding Darwin; and for Perth between CBDs only) and some major centres. Please note these times can vary and can change in accordance with Australia Post’s current delivery schedules.

Do you provide tracked shipping?

Yes, all parcels are sent with tracked shipping. You will receive your tracking number once your order has been dispatched.

Do you post internationally?

Apologies at this time we only post within Australia.

How do I request a refund or exchange?

Please see the below refund and exchange section.

Frequently Asked Questions In Relation To Pick Up & Delivery….

Where do I go to collect my order?

Orders can be collected from our shop at 197 Swan St Richmond.

What time should I come to collect my order?

Please come to collect your order at the nominated time per your online order, confirmation or as discussed. We run to a strict time schedule based on pick up times to ensure all orders are as fresh (cake/sweet treats) & so that balloons have the longest float life possible for your celebration.

Can I change my pick up time?

Please bear in mind orders are taken on a time basis and there are only so many that can be collected at the same time. With this in mind please contact us as soon as you would like to change you pick up time. Should you wish to alter your pick up time on the day of pick up to a time earlier than arranged, please call ahead to make sure it will be ready.

My event time has changed. Do I have to let you know?

You certainly do if this will impact your pick up or delivery time. Please refer to the above question for further information. Should your order include inflated balloons we highly recommend advising us of a significant change in time of your event as this may impact when we inflate. Should your order include cakes and the date of the celebration changes, please advise us as we may choose to prepare your order later than planned or suggest a different storage option.

Where can I park to collect my order?

You will find a public car park at the rear via Charlotte St near the Richmond Public Library with 2 hours free parking. Entry into our shop is via 197 Swan St only. We also have on street parking on Swan St. Please bear in mind there is a towed clear way directly in front of our shop from 4.30pm Monday - Friday.

What is the closest tram and train line to your store?

The no 70 tram runs straight down Swan St. The no 78 tram runs down Church St. For both tram lines, disembark at the corner of Swan and Church Streets. Our closest train station is East Richmond (a short walk away) and Richmond Station which is just a little further down Swan St.

Can you bring my order to the car?

Yes we can. Please call on arrival & we will bring your order to your car. Please have your car door or boot open and ready for the items to be placed in.

In regular times we are also happy to assist & please call on arrival. We do prefer cakes or balloons with customised details are picked up from within the shop so you can verify details are correct before leaving.

Frequently Asked Questions In Relation To Balloons….

How long will my balloons last?

Each balloon type has a different float life. All products list their float life within the product description. Should you have a particular question about a specific product please let us know. We have also created a Long Lasting Balloon Page to assist those wanting their balloons to last as long as possible!

When should I collect my balloon order?

We generally recommend collecting your balloon order close to the party start time so they will last as long as possible for you! Particular products have a shorter life span and others (for example foil balloons) have a long float life. When ordering online we recommend paying particular attention to the product float life in the product descriptions and at the top of each product page. As you exit we gather information about your event to assist us with when to inflate your order. It is however ultimately your responsibility to select an appropriate time to collect based on your product selection.

How should I store my balloon order prior to my celebration?

Upon collection, we will advise the best way to store your balloon order. It is very important to follow our instructions. Balloons are very fragile and should be kept away from heaters, high temperatures, direct sunlight, wind and sharp objects. Please note once an order is delivered or collected Burnt Butter is not liable for any changes in the condition of the items as we can not control storage methods.

Frequently Asked Questions In Relation To Cakes And Sweet Treats….

When should I order?

We suggest getting in touch as soon as you have set the date for your celebration as we are a boutique business and become fully booked most weekends. Generally we require a minimum of 2 weeks notice at the moment for pre designed cakes, but be sure to book earlier to avoid disappointment. Custom cakes often require 3-4 weeks notice to allow time to discuss your order, research, design and prepare your quote.

Do I require an appointment to make a booking?

We love custom orders but their appointments can take a little while and require our full attention. Accordingly, we prefer to conduct these away from the hustle and bustle of the day. If you would like to book your custom cake in store, we advise calling ahead to arrange an appointment time. 

If you would like to book a pre designed item from our website we would prefer you to make an appointment. We understand however you may wish to try your luck and visit the store. If we are busy in the shop or with order preparation we will take down your enquiry and will be in touch. We appreciate your understanding as we grow our business! 

What size cake do I need?

That is a very good question and depends on how many slices you require! Below is an approximate outline of slices for our round mud cakes with 3 layers. Ps don't forget about all the siblings, cousins, grandparents, mums and dads at children's parties!

6" - 8 dessert / 16 coffee slices

7" - 11 dessert / 24 coffee slices 

8" - 15 dessert / 30 coffee slices 

9"  22 dessert / 44 coffee slices 

10" - 30 dessert / 60 coffee slices 

If I send you a picture of a cake I have seen, are you able to copy it?

It is important to keep in mind whilst we admire and love seeing the work of other cake artists, we respect their ownership of the designs. We are happy to assist with cakes with similar themes but, as artists ourselves, we have our own style and endeavour to create a product especially for you. It is important to note that as artists we work with particular techniques that don’t always lend to all designs.

Why don’t you offer themed licenced cakes, cupcakes, biscuits etc?

For copyright reasons we are unable to use images which belong to others within our work without permission. Specific examples include well known cartoon/movie characters, company logos, sporting team mascots and logos etc. If given sufficient notice, however, we can order in certain licenced products and may be able to incorporate them into our designs.

Are your products baked fresh daily?

Many of our products are highly decorated and simply cannot be baked and transformed into a work of art on the day of an event. We have been working with our recipes for many years and have developed them to ensure each order is fresh and delicious. You will find many flavours & textures (for example mud cake) actually improve with time. Of course there are some items that need to be baked and iced closer to pick up and we of course manage this accordingly. 

What flavours of cake can I choose if I order fondant icing?

You may choose any of the yummy mud cakes on our cake menu! Due to the work involved with fondant icing, a cake with a strong structure is required.

How should I store my cake/sweet treat order prior to my celebration?

Upon collection, we will advise the best way to store your order. It is very important to follow our instructions. Trust us, it is not always best to refrigerate! Some of our creations include edible images, figurines and other fondant decorations that can spoil with moisture. Unless refrigeration is suggested generally a cool, dry spot away from sunlight, pets, pests, hungry husbands and kiddies is best! Please note once an order is delivered or collected Burnt Butter is not liable for any changes in the condition of the items as we can not control storage methods.

How should I store left overs?

Most left overs can be placed in an airtight container and some can be refrigerated (if there is any left!). We will advise upon pick up in regards to storage of your products, but feel free to ask if you are unsure when you place your booking or upon collection.

I have a highly allergic child coming to the party, do your products contain dairy, egg, nuts and or gluten?

Yes, yes and yes! Most of our menu contains dairy, egg and gluten. We rarely use nuts these days but some recipes like carrot cake do contain them and are simply not the same without them! So if you have a child with an allergy, please let us know when you book. We can accommodate some dietary requirements (ie gluten free) but as you can imagine we do have minimum quantities for some items. We also wish to advise as gluten, dairy, nuts and egg are all used within our kitchen traces may still be found within our products.  

How long is my cake quote valid for?

As we receive many enquiries, quotes are valid for 7 days. If you would like to go ahead, it is important you let us know and settle your account/pay your deposit to ensure your booking is guaranteed. We unfortunately can not reserve a booking for you longer than 7 days without a settling in full or leaving a deposit.

Is there a limit to the amount of cake orders you take per day? Ie do you book out?

Absolutely! Make sure you place your order as soon as you have set your celebration date. 

Frequently Asked Questions In Relation To Payment….

How and when do I pay? / What are your payment terms?

Once you place your online order, payment is automatically deducted from your preferred payment option. Events such as weddings or bookings with a long lead time can leave a 50% deposit upon booking and the final instalment is then due 4 weeks prior to the celebration. (Such orders are generally taken over the phone or in person.)

What payment options do you provide?

Online we offer Paypal as a secure payment gateway. You can pay using your credit card by checking out as a guest within Paypal.

In store we accept debit, Visa, Mastercard & cash. At this time we don’t offer Diners Club or Amex.

Can I pay a deposit before I lock in my order?

No, unfortunately we require all of your order details prior to you paying a deposit. This way we know how many other orders we can fit into our schedule that week. We understand party numbers can fluctuate a little but it is really important we finalise your order before as you book.

Do I have to pay in full upon ordering?

Yes please! Event days are stressful enough without worrying about final payments. You may also send someone else to collect last minute! By paying upon booking it will make the event day much smoother. Should your event be some time away or you have a special circumstance and would like to pay via a deposit, please contact us to discuss availability of options.

Frequently Asked Questions In Relation To Changing Orders….

Can I make alterations to my order once I have booked? Ie change the design of my cake or order completely?!

Please note once your order is confirmed and your deposit has been paid, the quoted price remains fixed to the details listed in the quote. Due to the time quoting takes, if multiple/major changes are made at any point, Burnt Butter reserves the right to amend the quote and resubmit to the client with an administration fee. We will endeavour to be as flexible as possible for minor changes. Please also note should production of your order have commenced changes may not be possible.

Until when can I make changes to my order?

Final adjustments to baked orders or balloons are required 7 days prior to your pick up date.

Frequently Asked Questions In Relation To Cancelling…

Can I cancel my order?

We understand plans can change, emergencies happen or maybe someone else is bringing the cake or balloons, but please also keep in mind it does take time to consult, quote, book in your order, send you your confirmation, order in supplies and brief staff to create your order. As a small business we also reserve time for you in our calendar which can be hard to fill last minute.

Cancellations of cakes or balloons received within 2 weeks of an order pick up date will forfeit the entire deposit (50% of your order + an admin cancellation fee of $50). Cancellations received within 1 week of an order will forfeit the entire amount of the order unless otherwise arranged at our discretion. Should you cancel prior to two weeks before the event your deposit will be returned less a $50 administration cancellation fee.

COVID-19 Cancellations - We are currently navigating our business through this unprecedented time. If you have placed a booking pre March 16th 2020 and would like to cancel your order we ask you to place your request in writing via email. (Please reply to your invoice sent upon booking.) Due to the circumstances we are happy to refund your order as we understand your party just simply can’t go ahead. We usually have a $50 cancellation administration fee per above but we are more than happy to waive this in this circumstance. We do ask however that you consider a few options to assist our small business. Thank you in advance for your patience and understanding as we handle this economic nightmare and pandemic as best we possibly can.

1. Can we postpone your order? This is our preferred method so that we can help you celebrate down the track without re quoting and refunding. There is no need to choose a date, we will simply place your order on hold and will send you an email confirming this offer with a time period of redemption.

2. Can we substitute your order for something you can enjoy now? Balloons, party ware for a home birthday, decorations or a sweet treat from our isolation menu?

3. Would you like to continue with part of your order or downscale?

4. If none of the above is possible and a refund is preferred, the funds will of course be returned to you. As you can imagine as an event business we have been inundated with this request. At this time (early April 2020) whilst we pivot our business into a new business model to fight for survival we may require more time than usual to return the funds to you. We will be in touch soon to discuss individual orders.

Refunds & Exchange Policy…

We want you to be completely satisfied with your online or in store purchase as quality customer service is extremely important to us. If you are unhappy for any reason please contact us to discuss.

We ask that you carefully read each product description before purchasing. All product sizes and colours are listed within the product description. If however your items arrive and they are not as you expected, we are more than happy to exchange the items should they be returned within 10 days. Items must be unused and presented in their original packaging. Please note at this time you will be responsible for the additional shipping charge unless discussed otherwise.

Should your items arrive damaged, please advise us immediately and within 3 days. We will ask you to send us a photo or return the damaged items for review. Where possible we will then re-issue new stock or provide a refund where appropriate. All returns must be sent to 197 Swan St Richmond. We recommend sending via a trackable method.

For items such as baked treats or inflated balloons we unfortunately don’t offer a return or exchange option for these.

What if my question was not answered?

Not a worry at all. Should you not find the answer to your question, please send us an email via the contact us page by clicking here or call us on (03) 9429 9726.