Order Change & Cancellation Policy

At NaNa Cakery, every cake is made fresh to order.
As we collect full payment at the time of booking, please review the following guidelines carefully.

➡️ To help avoid any unexpected admin fees or change restrictions later on, we kindly encourage you to take a little extra time to finalise your date, design, size and flavour before placing your order.

1. Changing Pick-Up Date & Time

• Requests to change your pick-up date or time must be submitted at least 4 business days before the original pick-up date via email to ordernanacakery@gmail.com.
• A $10 admin fee applies to all approved changes to cover the coordination required to adjust schedules and manage other bookings.
• Availability for a new date or time is not guaranteed and depends on existing bookings.
• No changes to pick-up date or time will be accepted within 3 days of the original pick-up date.
  This is because ingredients are already purchased, production schedules are set, and staff shifts are planned in advance to fulfil your order.

2. Changing Design, Size or Flavour

• Requests to change your cake design, size, or flavour must be submitted at least 4 business days before the original pick-up date via email to ordernanacakery@gmail.com.
• A $10 admin fee applies to all approved changes to cover the additional coordination required for production adjustments.
• All requested changes are subject to availability and feasibility — if your request cannot be accommodated due to scheduling or production limitations, we may not be able to approve the change.
• No changes to design, size, or flavour will be accepted within 3 days of the original pick-up date.
  This is because by this stage, ingredients are already prepared or in use, and changing these details would disrupt the production flow and quality assurance.

3. Cancellation

• To cancel your order, please email us at ordernanacakery@gmail.com.
• If you cancel at least 4 business days before the pick-up date, you will receive a full refund, minus a $10 admin fee to cover processing and scheduling.
• Cancellation requests sent outside of business hours (including weekends and public holidays) will be recorded as received on the next business day.
• For cancellations made within 3 days of the pick-up date, the full amount is non-refundable.
  This is because ingredients are purchased, preparation begins, and staff time is allocated in advance to fulfil your order.

4. Collection & No-Shows

• Please collect your order at the confirmed pick-up date and time to ensure freshness and quality.
• Refunds are not available for items not collected during our opening hours.

Thank you for understanding — these guidelines help us minimise waste and ensure every cake receives the care it deserves.