F.A.Q

1-Can I request a custom order?

Unfortunately, we are not accepting customisation that aren’t available as options on the website.

2-Where do you deliver?

We ship to every postal address in Australia via Australia Post Express. Also we offer Free Delivery (only selected locations).

3-When will you send my order?

We ship postal orders via Express Post on Mondays-Thursdays. We do not ship on Fridays as your package will not reach you in time before the weekend and we don't want a freshly baked product sitting in a warehouse over the weekend. Our preference is to bake it fresh and ship on the same day, in the hopes it will reach you before the weekend. Please allow 1-2 business days for order processing (we bake every order fresh). Please allow an addition 1-2 days for the product to arrive via Express Post.

4-What happens if I'm not home to receive the delivery?

If you are not home to receive your package, Australia Post will leave it in a safe place. All orders are sealed when they leave the bakery. 

5-How much will shipping cost?

Our Express Post across Australia is a flat rate of $15.

6-How long do my cookies last?

Cookies may be stored in an airtight container for one week. But of course, we know they won’t last that long! If you don’t plan on eating all of your cookies at once, freeze them on the day you receive them. When ready to eat, simply heat your cookies in a 180C oven for 2-4 minutes until warm and gooey.

7-Returns & Refunds

At Vanilya, we understand that occasionally, situations may arise where you need to return a cake that you've purchased from our online store. We want to ensure that your experience with us is as smooth and satisfying as possible. Therefore, we have established the following return policy for cake orders:

You may be eligible to return a cake if:

  • The cake was damaged during shipping or delivery.
  • You received the wrong cake or flavour.
  • The cake does not match the description provided on our website.
  • The cake arrived in unsatisfactory condition (e.g., spoiled or inedible).

Please note that we do not accept returns for cakes that were ordered incorrectly by the customer, such as selecting the wrong flavour, size, or design.

For any reason, if you are not completely satisfied with your cake, please email or call us immediately. If outside of business hours-please place the product in the fridge and send an email (with a photo or two) to bakeryvanilya@gmail.com so we have an instant record of the problem and then call us as soon as possible the next day. Due to the perishable nature of our products we can not accept returns made more than 24 hours after the original delivery date. Return shipment costs are the responsibility of the buyer.

Please note that in order to be eligible for a return, the cake must be in its original, unopened, and unconsumed condition

8- Local Pickup

For all of our cakes and treats to order, we offer local pickup. At checkout you will have the option to choose a pickup time for your order. This will be the earliest time your order is ready for collection, up until close of business that same day. If you are not collecting your order yourself, we recommend asking your friend or colleague to take a photo of your cake before it leaves the store, to ensure you are happy with it. Unfortunately due to the perishable nature of our products, we cannot offer a refund or exchange once your order has left our store.