Returns & Refund Policy

At Lollipops and Lace, each order is thoughtfully created, printed or prepared with care. We want you to love your purchase and take great pride in the quality of every item we make.

Custom and Personalised Products

Due to the custom-made and personalised nature of many of our products, we are unable to offer returns, exchanges or refunds for change of mind, incorrect selections or customer-supplied errors once production has commenced.

This includes, but is not limited to:

• Custom cakes, cupcakes, cookies and cake pops
• Personalised cake and cupcake toppers
• Custom acrylic products
• Custom cookie cutters, embossers and debossers
• Personalised 3D-printed products
• Custom edible images
• Products made in a customer-selected colour, size or design

Please carefully check all names, wording, dates, colours, sizes, quantities and other custom details before submitting your order.

Edible Products

For food-safety reasons, cakes, cupcakes, cookies, cake pops, edible images and other edible products cannot be returned or exchanged once collected or delivered unless there is a fault with the product.

Please notify us as soon as possible if there is an issue with an edible order. Photos may be requested so we can assess the concern and work with you toward an appropriate solution.

Change of Mind

We do not offer refunds or exchanges for change of mind, accidental orders, incorrect product selections or where an item is no longer required.

For non-personalised products, please contact us before returning an item. Any return approved at our discretion must be unused, undamaged and in its original condition and packaging. Return postage costs are the customer’s responsibility.

Damaged, Faulty or Incorrect Items

We carefully inspect and package all products before dispatch. If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible after delivery and provide:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging if the item was damaged during delivery

Please retain the item and all original packaging until your claim has been assessed.

Depending on the circumstances and in accordance with Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund. Your rights under Australian Consumer Law are not excluded or limited by this policy.

Product Colours and Handmade Variations

As many Lollipops and Lace products are handmade, custom-made or 3D printed, slight variations may occur between products.

Colours may also appear slightly different depending on screen settings, lighting, printing processes and material batches. Minor variations that do not affect the intended use or quality of the product are not considered faults.

3D-Printed Products

Minor layer lines and subtle surface variations are a normal part of the 3D-printing process and are not considered defects.

Our 3D-printed products should be handled and cared for according to the instructions supplied. Damage caused by misuse, excessive force, exposure to heat, incorrect cleaning or failure to follow care instructions may not be eligible for a return or replacement.

Cancellations

If you need to cancel or make changes to an order, please contact us as soon as possible.

Cancellations or changes may not be available once design work, production, printing, baking or preparation has commenced. Any costs already incurred may be deducted from an approved refund.

Return Shipping

Please contact us before returning any product. Items returned without prior approval may not be accepted.

Where a return is approved for change of mind at our discretion, the customer is responsible for return postage. Where a product is confirmed to be faulty, damaged or incorrect, return or replacement arrangements will be made in accordance with Australian Consumer Law.

Contact Us

If you have any concerns regarding your order, please contact us through our website or social media pages and include your order number and relevant photographs.

We will always aim to respond fairly and work with you to find an appropriate solution. 🩵

This policy does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.