Shipping policy

Please kindly read the following Delivery Policy and our Terms and Conditions carefully before confirming your order with Bel Bear Bakes. Bel Bear Bakes may at any time, amend, vary or modify these terms and conditions without notice. Any modifications to this site will be effective immediately, and any subsequent use by you of the website will constitute an acceptance of those modifications. Please re-read these terms and conditions, product information and other policies before subsequent use.

PICKUP

Pickup is from Gladstone Park 3043 and all order collections are scheduled by appointment only. Afterhours pickup requests will not be accommodated. Once a cake has been collected and has left our studio, it is the responsibility of the customer to ensure it arrives safely at its destination. Bel Bear Bakes will not be responsible for any damage that may occur to your cake product during transport, so please ensure you take care on your journey.

DELIVERY 

Service Tiers and Venue Logistics
As standard, all orders are delivered during specific windows and our standard delivery rates apply (as quoted at checkout or via custom quotation). To ensure our delivery routes remain efficient, we are unable to offer specific time requests within these hours. Online orders include a Standard Courier Service (third-party drop-off) only.

• Standard Delivery (Default): This is a point-of-entry service only. Items are handed to venue staff at the primary reception or entrance gate. Drivers will not enter the event space, navigate the interior of the building to locate specific rooms/tables, or unpack items. This tier does not include venue coordination, adherence to specific "bump-in" schedules, or managing logistics with venue staff. Any venue correspondence received by Bel Bear Bakes will be redirected to the Customer. Delivery occurs within a standard morning window (typically 11am-2:30pm).
• Premium Delivery (Upgrade): Includes entry to the event space and placement of items on the designated display table. Setup is strictly conditional on the venue being maintained under 22°C. If the environment is unsuitable, we reserve the right to revert to a "Plan B" handover to venue staff for fridge storage to ensure food safety. This tier includes logistics coordination with the venue/coordinator via email prior to the event. This service excludes styling non-bakery items (flowers, toppers, signage) or cleaning of the display area.

Premium Delivery must be requested, finalised, and paid for prior to your initial order confirmation. We do not accommodate post-purchase upgrades to the Premium tier, and standard delivery details cannot be altered after booking under any circumstances. Provision of all requested logistics information, including third-party venue coordinator contact details, is a mandatory condition of the Premium Service at the time of booking. Bel Bear Bakes is not responsible, and will not be held liable to issue refunds, where a delivery is mismanaged by venue staff or fails due to the customer selecting an incorrect delivery service tier that does not meet the venue’s specific requirements.

Delivery Boundaries and Access
For business locations, multi-level buildings, apartment blocks, or event venues, deliveries will be made strictly via the delivery dock, reception, or primary entrance. Drivers will not navigate the interior of the building to locate specific rooms or display tables. It is the responsibility of the customer to ensure that an authorised person is present at the primary entrance to receive the order at the allocated delivery time. All on-the-ground logistics and venue setup services are managed by authorised delivery and setup handlers, which may include independent third-party couriers or studio personnel. A single outbound voice call may be attempted on arrival strictly as an optional courtesy at the handler's sole discretion based on transit safety and real-time site conditions. Direct phone contact is never guaranteed, and delivery handlers do not provide text message (SMS) updates or digital notifications under any circumstances. Any custom delivery notes requesting text message updates, arrival alerts, or alternative contact methods will be systematically bypassed. The delivery handler will not be able to wait at a delivery location in the event there is no authorised person to receive the order. If no one is present at the address, or staff are unavailable at the gate/entrance within 10 minutes of our arrival, your order will be left at the doorstep or front entrance. Bel Bear Bakes is not responsible and will not be held liable to issue refunds for lost or damaged deliveries made in the absence of the recipient.

Public Venues and Third-Party Requirements
If booking a cake delivery to a public venue, you are providing Bel Bear Bakes with direction and consent to deliver your purchased cake to your nominated location, where it will be received, stored, and served by a third-party venue. While we may provide clear recommendations regarding safe storage and display conditions, any alternative arrangements made for your cake after the time of delivery will be an agreement made between yourself and your nominated venue. Bel Bear Bakes is not responsible or liable for any damage that may occur to your cake once delivery has been safely completed and our contract has ended. Responsibility for the cake (including transport to the table, temperature control, and setup) passes strictly to the customer upon handover. If the venue has set out an indemnity or exclusion clause for any damages that may occur to your property once the product has left the possession of Bel Bear Bakes, consent will be an agreement made solely between yourself and your nominated venue, independent of Bel Bear Bakes.

For the avoidance of doubt, Bel Bear Bakes enters into a contract exclusively with the Customer. We do not have a contractual or legal relationship with any third-party venue, event coordinator, or catering staff. While we may provide product specifications or allergen details to a venue as a professional courtesy, this does not create a duty of care toward the venue or alter the lines of responsibility. The Customer remains the sole point of contact for all decisions; any venue inquiries or requests for documentation will be redirected back to the Customer. Bel Bear Bakes will not be held liable for allergic reactions, damage, or product deterioration resulting from a venue's failure to follow our instructions or the Customer's failure to properly brief their venue staff. Any such failure constitutes a breach of these Terms, and the Customer agrees to indemnify Bel Bear Bakes.

*Privacy and Security: For data security, Bel Bear Bakes does not provide electronic copies of insurance or business records for third-party storage. We do not sign third-party waiver forms or indemnity clauses. If a venue refuses entry to our driver based on these policies, or due to a lack of prior coordination by the Customer, the delivery will be completed at the venue’s primary entrance/gate. In such instances, Bel Bear Bakes is not liable to issue refunds for service failure.

Changes and Cancellations
Once an order is placed for delivery or pickup, it may not be changed, and refunds will not be issued for change of mind at any point after making payment. Delivery address changes will not be accommodated. If incorrect details are initially provided, subsequent re-delivery will not be accommodated. Your order will proceed to the original address provided, and no refunds will be issued. If sufficient venue contact and access information is not provided at the time of payment, or if a customer fails to disclose and secure the Premium Service necessary for the venue's logistics, Bel Bear Bakes reserves the right to cancel the order. In such instances, the standard refund policy applicable to your order type will apply. 

SHIPPING

Bel Bear Bakes does not offer domestic or international shipping on any products.