PRODUCT VARIATIONS
We are unable to make variations to our products online, however, if you do have a request, please contact us at info@thecupcakequeens.com.au to see if it is possible before placing an order :) A variation request for a Next Day delivery or in store collection cannot be guaranteed.

DELIVERY TIMES AND AREAS DURING LOCKDOWN
Unfortunately, we cannot guarantee delivery times or delivery zones during Government enforced lockdowns. However, we will do our best to accomodate requests and do as much as we possibly can. Some suburbs have a minimum spend of $40.

TERMS, CONDITIONS AND PRIVACY

This site and its contents are owned by The Cupcake Queens (A.B.N. 64 149 488 636), or in the case of some products, a third party.

You may view the contents on this site using a web browser solely for personal and non-commercial use.

You agree that use and access of this website is subject to our terms and applicable laws of Victoria, Australia.

The Cupcake Queens does not take any responsibility for any conditions in relation to this website that may produce viruses or cause any hardware or software damage. You assume the risk of use of this site and release The Cupcake Queens of any consequences.

REFUND POLICY

• Cupcake orders cannot be cancelled or refunded within 24 hours of scheduled delivery or in-store collection.
• Cake orders cannot be cancelled or refunded within 48 hours of scheduled delivery or in-store collection.
• All pre-orders not collected or cancelled within 24 hours of collection will be charged for in full.
• Perishable goods such as cupcakes, cakes, cake pops, cookies and macarons cannot be returned unless faulty.
• Non perishable goods may be returned to store or Head Office within 7 days of purchase. Must be unused and in the same condition that you received it. It must also be in the original packaging.
• To be eligible for a return of your item (within 7 days), contact us within this period, the item must be unused and in the same condition that you received it. It must also be in the original packaging.
• To complete your return, we require a receipt or proof of purchase.  

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

You must contact within 7 days of purchase.

Once approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, we ask that you please first check your bank account again. 

• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of the above and you still have not received your refund yet, please contact us at info@thecupcakequeens.com.au.

PRIVACY POLICY

The Cupcake Queens recognises the importance of protecting the privacy of our customers and other third parties who provide their personal information to us.

Our policy for dealing with your personal information is explained below (Privacy Policy) and was last updated in November 2015.

Personal information we collect

When used in this policy, “personal information” has the meaning given to that term in the Privacy Act 1988 (Cth). Personal information generally includes any information that can be used to personally identify you.

We may collect the following types of personal information from you:

• name
• residential or business address
• email address
• post code
• gender
• age and date of birth
• signature
• telephone number
• proof of identity, such as your drivers’ license

Or, if you are a candidate for employment, we may collect other information as further set out in our Recruitment Privacy Statement, application forms or during the recruitment process. This may include information relating to your employment history, working eligibility rights, suitability for the role you are applying for, and your referee details.

OTHER INFORMATION

We may also collect information from you that is not personal information because it does not identify you personally. This information is normally retained with your personal information and may include:

• Your shopping preferences and a list of products and services you have purchased from The Cupcake Queens. This may include your shopping history, product types, occasion date, or other attributes of products and services we have provided to you or may provide to you in the future;
• Information we require to deliver, service or fulfil refund obligations for products or services;
• Your marketing preferences, including the type of marketing materials you wish to receive and the method of delivery (email, SMS, direct mail, or other);
• Information you provide to us via our stores, shopping centre kiosks, website, application forms, or directly to team members within our stores in relation to our products and services;
• And device identification information when you use a computer, mobile phone, smart phone, tablet, or other device to interact with us through our online store (www.thecupcakequeens.com.au).  This information may include session cookies, your device IMEI number, IP address or MAC address.

COOKIES

We may use temporary (session) cookies or permanent cookies when you access our web site. This allows us to recognise your browser and track the web pages you have visited.

You can switch off cookies by adjusting the settings on your web browser.

UNSOLICITED INFORMATION

If you send us personal information that we have not requested, or we determine that the personal information you have provided to us is not reasonably necessary or directly related to any of our products, services or activities, we may de-identify or delete this information without notifying you to protect your privacy.

HOW WE COLLECT YOUR PERSONAL INFORMATION

Normally we collect information from you directly, unless it is unreasonable or impracticable to do so.

• Collection of your personal information can occur through the following interactions:
• When you access and use our website
• During conversations with our team members
• When you complete purchase orders, registrations, requests or applications for our products or services (by phone, in person or electronically);
• When you communicate with us directly (by email, telephone, direct mail or any other means); 
• When you interact with us during promotions, competitions, special events, or by using devices within our stores; or
• If you are a candidate for employment, when you complete forms in relation to the recruitment and selection process, for the purpose of assessment.
• We may also collect personal information about you from the following third parties:
  • suppliers who provide goods and services within our stores;
  • credit reporting agencies; and
  • if you are a candidate for employment, we may collect information about you from your nominated referees, where you have authorised us to do so.

THIS WEBSITE USES GOOGLE ADWORDS

This website uses the Google AdWords remarketing service to advertise on third party websites (including Google) to previous visitors to our site. It could mean that we advertise to previous visitors who haven’t completed a task on our site, for example using the contact form to make an enquiry. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to The Cupcake Queens website. Of course, any data collected will be used in accordance with our own privacy policy and Google’s privacy policy.

You can opt-out of Google’s use of cookies by visiting Google’s Ad Settings at www.google.com/settings/ads.

HOW WE HOLD YOUR PERSONAL INFORMATION

We may hold your personal information in either electronic or hard copy form.

If you provide information to us electronically we retain this information in our computer systems and databases. This includes computer software programs, internet servers, and hosted internet solutions provided by third parties.

If you provide information to us in hard copy (paper) this information is normally retained in our files and a copy is made to our electronic files.

SECURITY

We use industry standard security measures to safeguard and protect your information. This includes taking reasonable steps to ensure your personal information is protected from misuse, loss, unauthorised access, modification or disclosure.

IF WE ARE UNABLE TO COLLECT YOUR PERSONAL INFORMATION

If we are unable to collect your personal information, some or all of the following may occur:

• We may be unable to provide products or services to you, to the requested standard or at all
• We may be unable to communicate with you to provide information about products and services that you have purchased from us, or may intend to purchase in the future
• We may be unable to tailor the content of our marketing communications to suit your preferences
• Your experience when interacting with us may be delayed or not as efficient as you may expect
• If you are a candidate for employment, we may not be able to process your application for a position at The Cupcake Queens.

PURPOSE OF COLLECTION OF YOUR PERSONAL INFORMATION

We collect your personal information so that we can carry out the following actions or purpose:

• To provide you with products and services that you have requested from us
• To communicate with you, including about products and services, competition results, special offers, and events which might interest you
• To answer your questions and provide you with information or advice;
• To create orders, transaction records, agreements for the sale of products or services, accounts, tax invoices or receipts
• Provide your personal information to third parties that assist us in providing products and services you have requested, such as delivery service providers
• Carry out administration, marketing, planning, fraud and loss prevention activities, procurement, product and service development, quality control and research to improve the way The Cupcake Queens and its related entities and service providers provide products and services to you
• To consider and respond to complaints made by you
  • to comply with laws or regulations or to comply with any directions given by regulators or authorities

Or, if you are a candidate for employment, to assess your suitability for a position at The Cupcake Queens.

DISCLOSURE OF YOUR PERSONAL INFORMATION

Your personal information may be disclosed in connection with any action or purpose to any of the following:

• Our employees, contractors or service providers, to the extent reasonably necessary to fulfil our obligations to you. This may include internet service providers, IT systems administrators, mailing houses, couriers, payment processors, and data entry service providers
• Retail brands and suppliers who provide goods and services within our stores
• Our business advisors, including lawyers, accountants or other professional service providers, to the extent reasonably required
• Suppliers and other third parties with whom we have commercial relationships, for business, marketing and related purposes
• And, if required by law, to any person authorised by such law. This may include the police service, ambulance service, or government departments or regulators within Australia in connection with law enforcement activities
• Your personal information will not be shared, sold, rented or disclosed other than as described in this Privacy Policy

DIRECT MARKETING

We may send you direct marketing communications and information about products and services offered by us via email, SMS, or regular mail.

If you have indicated a preference for a method of communication, we will endeavour to use that method wherever practical to do so.

You may opt out of receiving marketing communications at any time by responding via the channel in which you received the marketing communication, or by contacting us (see contact information below).

We do not provide your personal information to any other organisations for the purposes of direct marketing.

HOW YOU MAY ACCESS YOUR INFORMATION

You may access your personal information held by The Cupcake Queens by making a request to us. 

Mail:    The Privacy Officer

The Cupcake Queens

17 Hall Street

Yarraville Victoria 3012

Normally we will provide a record of your personal information to you via your preferred contact method (phone, email or mail), and we will not charge a fee.

If your request is unlawful or may interfere with the privacy of others we may reasonably refuse to provide access to your personal information. 

CORRECTION OF YOUR PERSONAL INFORMATION

If you would like us to update or amend your personal information, please contact us and we will make the requested amendments.

We may ask you to verify your identity to ensure that personal information we hold is not improperly accessed.

COMPLAINTS

If you feel your privacy has been breached, please contact us using the contact information above setting out the circumstances and reasons for your complaint. 

Our team members will acknowledge receipt of your complaint within 24 hours, and will normally respond to your request within 5 business days. If your complaint is complicated or requires further investigation our response may take additional time to finalise.

We will respond to you by your preferred contact method if you have indicated one.

CONTACTING US

If you would like to contact us in relation to this Privacy Policy or your personal information please contact us at:

Mail:  The Privacy Officer

The Cupcake Queens

17 Hall Street

Yarraville Victoria 3012

We may update our Privacy Policy from time to time.  Amendments will be published on our web page www.thecupcakequeens.com.au/privacy.

CANDIDATES AND EMPLOYEES

If you are a candidate for employment, you may alternatively contact hr@thecupcakequeens.com.au in relation to this Privacy Policy or to access, update or amend your personal information.

This Privacy Policy does not apply to current and former employees of The Cupcake Queens.  If you are a current or former employee and have a query about your personal information, please contact our Human Resources Department at hr@thecupcakequeens.com.au.