Ordering Info & Frequently Asked Questions
When should I order?
We suggest getting in touch as soon as you have set the date for your party or event 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, hence why we prefer to conduct these away from the hustle and bustle of Fridays and Saturdays. If you would like to book your cake in store we advise calling ahead to arrange a time. We are a little more flexible with walk in appointments for items found on our website. If we are busy in the shop or with orders we will of course take notes about your enquiry and send through a quote via email. We appreciate your understanding as we grow our business!
Where can we pickup our order?
Burnt Butter is located at 197 Swan St Richmond, Melbourne and we offer order pick ups Monday through Saturday. Pick ups and delivery are not available on the Sunday or Monday of public holiday weekends unless previously discussed. We can arrange for your order to be ready on the Saturday of a long weekend and we will give you storage instructions to keep everything fresh and delicious. We can make exceptions for weddings should we be available on your desired weekend.
What time can we pickup our order?
We currently arrange a time with you when you book. This ensures your order will be ready when you arrive. If you think you may be running early, please call ahead to ensure your order is ready as we work on many orders each day!
Can you deliver?
We’re happy to deliver your order within the below distance/suburbs, dependent on our availability and time of day it is required. As we hand deliver our orders, we suggest getting in touch with us as soon as possible to see if delivery is available on the day of your event. Please note delivery can not be booked online. A minimum order of $50 is required for delivery.
We strongly recommend delivery for wedding cakes after seeing and hearing of some terrible horror stories! Wedding delivery rates are generally higher as venues often require strict bump in requirements at peak times and we often have to drive at a slower speed than usual. We are of course happy to travel further distances for weddings.
Prices below are for off peak times.
0-5km (Richmond, Hawthorn, Kew, Melbourne City (parking provided or with collection from vehicle), Prahran, South Yarra, South Bank, Toorak) $35
5-10 km (Armadale, Camberwell, Docklands, Essendon, Malvern, Melbourne City (parking not provided), Middle Park, Port Melbourne, South Melbourne, St Kilda) $50
South Wharf $65
Swan St / Richmond venues - 1st trip complimentary for orders over $100 available for Niche, Maeve Fox, Harlow, Public House, Spread Eagle, Glasshaus, Richmond Club, Post Office Holliava, The Corner & The Grand. (Excluding wedding deliveries.)
Metro Melbourne Wedding Delivery from $65 + Parking should a loading dock not be accessible.
Sunday surcharge upon availability - $50
Can you deliver outside of Melbourne?
We certainly do deliver to areas such as the Yarra Valley, the Mornington Peninsula, Bellarine Peninsula, Daylesford etc. Prices are subject to distance and time of day. Please request a quote at time of booking.
Our biscuits can now be delivered anywhere in Australia, with rates starting from $15. We pack all orders securely in padded boxes with lots of bubble wrap, but sometimes breakages do occur. We suggest ordering a few extra biscuits to make sure no one misses out.
If I send you a picture of what I would like, 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 their designs. We are happy to assist with parties following similar themes but, as artists ourselves, we have our own style and endeavour to create a product especially for you.
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 incorporate them into our designs.
Are your products baked fresh daily?
Many of our products are highly decorated and simply can not 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 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.
How should I store left overs?
Most left overs can be placed in an airtight container and be refrigerated (if there is any left!). We usually leave a note with your order in regards to storage, but feel free to ask if you are ensure when you place your booking or upon collection.
How should I store my order pre event?
It is very important to follow our instructions when you collect! 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 cake as we can not control storage methods.
How long is my 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 full booking/deposit.
Do you book out?
Absolutely! Make sure you place your order as soon as you have set your event date.
How and when do I pay? / What are your payment terms?
Payment is required at the time of booking to confirm your order. We operate under 7 day terms and you can pay in cash or card within our studio, via bank transfer or credit card online. Wedding bookings however can leave a 50% deposit upon booking and the final installment is due 4 weeks prior to your wedding.
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 so 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 you pay your deposit.
Do I have to pay in full upon ordering?
Yes, it is preferred. It will also make pick up on the day of the event smoother! We can however discuss options if you would prefer to pay a 50% deposit upon booking.
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 re submit to the client with an administration fee.
Can I cancel my order?
We understand plans can change, emergencies happen or maybe someone else is bringing the cake, but please also keep in mind it does take time to take your booking, quote and send you your confirmation. Cancellations received within 2 weeks of an order will forfeit the entire deposit, unless otherwise arranged or extreme circumstances. Should you cancel prior to two weeks before the event your deposit will be returned less a $50 administration cancellation fee.
Until when can I make changes to my order?
Final adjustments are required 7 days prior to your event.
Where should I park when collecting?
You will find meter parking along Swan Street (make sure you watch for clear way times during peak hours). There is a public car park at the rear of our shop accessible via Church and then Charlotte St. (Behind the Richmond Library.) We are always happy to assist you in getting to your car to ensure your items arrive home safely!
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 on some items. We also wish to advise as gluten, dairy, nuts and egg are all used within our kitchen traces can still be found in our products.
What sized cake do I need?
That is a very good question and depends on how many slices you require! Cakes such as carrot cake, sponge cake and sticky date are also harder to cut into those small coffee slices too. Below is an approximate outline of slices for our round mud cakes. If purchasing chocolate or butter cake you may wish to go a little bigger. Ps don't forget about 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
Are children welcome in your studio?
Absolutely children are more than welcome! We do ask however that the studio 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.
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.