Terms & Conditions

 

OUR TERMS + CONDITIONS

These Terms and Conditions apply to your use of the Bella & Tortie website and/or products. In these Terms and Conditions, “us”, “we”,  “our” or  "Bella & Tortie" individually and collectively refers to the business, Bella & Tortie.  By purchasing one of our products, you are agreeing to the following terms.

PRICING
All pricing is in Australian dollars (AUD$)

CAKE & CANELÉS ORDERS POLICY
1. Ordering
Online orders can be placed with at least three business days’ notice, subject to our availability. All orders require full payment at the time of ordering. Bella & Tortie accepts Visa, MasterCard and AMEX. Payments are completed online via our secure payment gateway.

2. Order Cancellations
Cancellations will be accepted up to 7 days prior to the scheduled pick up time only. No refunds will be provided for orders that are cancelled with less than 7 days notice due to costs incurred by the initiation of an order. This includes cancellation for change of mind, act's of god and other unforeseeable events.

All cancellation refunds are subject to a 15% fee to cover costs incurred by the initiation of an order. All order cancellations must be submitted in writing to hello@bellatortie.com

3. Order Changes
Changes are permissible to an order up to 7 days prior to the scheduled pick up time. Bella & Tortie cannot guarantee that alternative cake / canelés flavours, icing colours or styling elements that appear on our finished products will be available. All changes must be submitted in writing to hello@bellatortie.com

4. Refunds

All our customers are protected by Australian Consumer Guarantees - please refer to this link for your rights as a consumer All Bella & Tortie's Terms & Conditions are in accordance with the Australian consumer legislation.
You are entitled to a repair, replacement or in some cases, a refund only when a product is not of acceptable quality, as outlined by the Australian Consumer Legislation referred to above. Bella & Tortie is not responsible for damage that may occur to an order after pickup or delivery. Bella & Tortie takes all care and effort to ensure the integrity and quality of all products. All orders that leave our kitchen are created with the highest care possible. Once an order is received by a customer from the Bella & Tortie premises, we relinquish all responsibility for an order's condition and appearance. We no longer have control over the appearance of the product. We provide all customers with care and handling instructions through our online store and verbally. If an order is damaged during transit or anywhere that is not on the Bella & Tortie premises, it is at the discretion of Bella & Tortie to remedy accidental customer damage.  If an order is not collected by a customer, Bella & Tortie is unable to provide a refund for the order. 

5. Customer Dissatisfaction

Bella & Tortie is committed to quality and exceptional customer service. If a customer is dissatisfied with our products or service, we encourage customers to call 0423 084 622 or email hello@bellatortie.com should they wish to provide us with feedback. Complaints will be effectively assessed and responded to ASAP.

6. Artistic License Disclaimer
Customers may request particular decorative specifications; however all products are subject to the artistic expression of Bella & Tortie. All our products are handmade and unique, so no two are ever the same. As such,  garnishes will change from time to time depending on their availability. Where a certain styling element is unavailable, Bella & Tortie will endeavour to replace the element with another to maintain the artistic integrity of the finished product None of our products will ever replicate or look identically, like another photo. Bella & Tortie is not able to provide a refund for a product that does not look identically like another photo.

7. Delivery policy
Bella & Tortie offers a delivery service that will guarantee a customer’s order arrives in pristine condition, as intended by Bella & Tortie. Bella & Tortie will repair or remedy any damage, if it occurs in transit with the Bella & Tortie delivery service. Our delivery service is subject to the delivery location and the availability of our driver and requires approval from Bella & Tortie. If we are able to deliver to your location, we will arrange for the order to be delivered to the address provided. Our courier service will take all reasonable measures to deliver products on or before the time for delivery set out in our order confirmation. We cannot guarantee delivery by the chosen time-slot due to factors outside of control, such as traffic. Payment for all deliveries must be made in full online before the order leaves our kitchen. Couriers will not be able to wait at delivery locations if there is no authorised person to receive the order. Customers must ensure a person is available to receive a delivery during the time-slot chosen. In the event where the courier arrives at a location and is not able to deliver the product, the courier will not be able to wait, and will return the product to Bella & Tortie's premises, at the customer's expense. Once a product is delivered and signed by an authorised person, Bella & Tortie releases all responsibility for the condition of the product. Bella & Tortie is unable to provide a refund for the order.

Bella & Tortie will not be held responsible for the condition of an order once the cake has been received by the venue.

Suburbs serviced within the 10km radius qualifying for free delivery over $100 are:
Albion, Alderley, Annerley, Ascot, Ashgrove, Ashgrove West, Auchenflower, Balmoral, Bardon, Bowen Hills, Brisbane, Bulimba, Buranda, Cannon Hill, Clayfield, Chermside, Coorparoo, Dutton Park, East Brisbane, Enoggera, Fairfield, Fairfield Gardens, Fortitude Valley, Gaythorne, Greenslopes, Gordon Park, Grange, Hamilton, Hawthorne, Hendra, Herston, Highgate Hill, Holland Park, Holland Park East, Holland Park West, Indooroopilly, Kangaroo Point, Kedron, Kelvin Grove, Lutwyche, Milton, Moorooka, Morningside, Mount Coot-tha, New Farm, Newmarket, Newstead, Norman Park, Nundah, Paddington, Red Hill, Seven Hills, Spring Hill, St Lucia, St Lucia South, Stones Corner, South Brisbane, Taringa, Tarragindi, The Gap, Toombul, Toowong, Wavell Heights, West End, Wilston, Windsor, Woolloongabba, Wooloowin, Yeronga.

Suburbs considered Brisbane Outer suburbs ($35 delivery fee):
Albany Creek, Arana Hills, Aspley, Bald Hills, Banyo, Boondall, Bridgeman Downs, Brisbane Market, Brookside, Carseldine, Chelmer, Corinda,  Eatons Hill, Everton Hills, Everton Park, Ferny Grove, Ferny Hills, Geebung, Graceville, Griffith Uni, Grovely, Indooroopilly, Keperra, Mansfield, McDowall, Mitchelton, Mount Gravatt, Mount Gravatt Upper, Murrarie, Nathan, Northgate, Nudgee, Nudgee Beach, Oxley, Rocklea, Salisbury, Sherwood, Stafford, Taringa, Tennyson, Virginia, Wishart,  Yeerongpilly, Zillmere

Suburbs considered Brisbane Far Outer suburbs ($50 delivery fee):
Alexandra Hills, Birkdale, Brendale, Brookfield, Capalaba, Chapel Hill, Chandler, Cleveland, Coopers Plains, Darra, Durack, Forest Lake, Hemmant, Inala, Jamboree Heights, Jindalee, Kenmore, Kenmore Hils, Lone Pine, Lytton, Macgregor, Manly, Manly West, Middle Park, Mount Ommaney, Pinkenba, Pullenvale, Roberston, Seventeen Mile Rocks, Sinnamon Park, Strathpine, Summner Park, Sunnybank, Sunnybank Hills, Tingalpa, Wacol, Westlake, Wynnum,