I AM CURRENTLY CLOSED FOR 2017 AND ON MATERNITY LEAVE.
PLEASE READ FAQ BEFORE PLACING YOUR ORDER.

FAQ'S

Holiday Closure & Maternity Leave 

Christmas orders are only seasonal and run from 1st October 2017 - 29th November 2017 at 11:00am AEST. This will ensure you receive your order before Christmas. All orders will be posted via express Australia post unless otherwise organised by the 1st December 2017.

Any order placed after 11:00am AEST on the 29th November will not be actioned until the 15th January 2018. From this date, please allow up to 3 weeks for your order as we will be working through a back log and will arrange to send you your design proof ASAP.

Only online orders will be available whilst I am on maternity leave. However from the 15th January 2018 please allow up to 3 weeks for all orders. If you need your order before then, please contact us via email before placing your order.

Please check back from the 15th January 2018, for more details on my Maternity Leave and when we will be back at full swing :)


Do you do custom designed or personalised cake toppers?

YES! We do specialise in creating custom and unique designs to suite your theme and budget. Every single one of our cake toppers is designed by our accredited in-house graphic artist, who will guide you through the design process to create something unique to suite your needs and event. Please email us at info@alisoncaroline.com.au or fill in the Contact Form on our website to discuss options for your custom design.


I have a photo of a cake topper I am after, however I cannot find it in the online shop?

Not a problem! We can definitely have our graphic designer re-create your desired topper. Please send us your big ideas or photo to info@alisoncaroline.com.au. Alternatively fill in the online Contact Form, and our designer will get back to you as soon as possible.


How long will my order take? What is your turnaround time?

For standard orders and all designs listed on our online store please allow 1-2 weeks. Designs online which require personalisation, will have a design proof emailed to you for approval. Please ensure you respond to this promptly to avoid any further delays. On custom orders, or orders not listed on the website, these can take from 1-3 weeks. However, we will always do our best to ensure it will arrive in time for your event, which is why we ask for your event date at checkout. If you need an urgent order please Contact Us prior to placing an order to ensure that it will arrive in time. Please note our turnaround time does not include postage and delivery


I need a cake topper or order done ASAP, can you do URGENT orders?

YES! We understand that sometimes things come up or things get forgotten which result in last minute orders happening close to your event. We do our best to take on all urgent orders to ensure your not left without anything for your special occasion. For all urgent orders or any order needed in less than 2 weeks, please contact us via email to ensure we can fit your order in prior to placing an order online.


Postage and Delivery Time Frames

To keep postage costs down, we use two postage options, Australia Express Post and a courier service depending on your location and event date. Please allow up to 3 working days for all postage within Australia. For Australian rural locations or areas outside the Australia Express Post Network, please allow 3-5 business days.


Do you offer Pick Up?

Yes we do! Pick up is in Gregory Hills 2557. If you wish to select pick up as an option please use the coupon code PICKUP to avoid any shipping charges. Once your order is ready for pick up you will be sent an email with the address and times available for pick up.


Do you ship internationally?

Yes we do! Your shipping will be calculated online when you check out, please allow up to 14 working days for international shipping. If you wish to order bulk, or multiple items please contact us prior so we can discuss combined shipping options.


How do I track my order?

You will receive an email notification with tracking information once your order has been posted, this will be sent from either Australia Post or our courier company, Fast Way Couriers. If you haven't received your tracking notification, or your parcel, please contact us ASAP so we can request this information on your behalf.


How do I know what my topper will look like? Do you send a proof of the design?

Yes! For designs that are personalised with names or dates, or custom designs, a design proof will be sent via email for approval of the design and size prior to cutting. We appreciate prompt responses on your artwork approval or any alterations so your order isn't delayed.


What colours or finishes do you have available?

Please refer to our online colour range photo our stock list of colours and materials. If you are after something in particular which isn't listed please send us an enquiry via our contact form online.


Are your toppers food safe?

Our cake toppers are made from food safe acrylic. The wooden cake toppers stems/spikes are finished with a food safe oil however they may contain traces of peanuts. If you have a food allergy or are concerned we suggest you order an acrylic cake topper instead.

Our Glitter Range of cake toppers is made from sealed glitter perspex acrylic, where the glitter is sealed with a gloss finish. As a result, they are more durable than other glitter cake toppers on the market, and best of all they are not messy, so you won't have to worry about glitter going everywhere!


Do you offer refunds?

Unfortunately, as our cake toppers are made to order and majority personalised, we do not offer or allowed refunds. We do not take responsibility for items being damaged after delivery or due to being mishandled. All laser cut works and toppers are fragile and delicate and need to be handled with the upmost care when inserting and removing as well as cleaning. They are not dishwasher safe.


My order was damaged in transit. What do I do?

All our orders are polished, cleaned and packed with care and padding prior to leaving the studio. If you receive your order and the box looks like it has been handle heavily, please take a photo PRIOR to opening your order. If you item has been damaged, please also take a photo of the damage and keep the packaging and box it was sent in. For issues regarding damaged good please send us straight away with the photos to info@alisoncaroline.com.au