FREQUENTLY ASKED QUESTIONS

See our most frequently asked questions below.

How can I place an order?

You can visit us in-store or place an order over the phone with the store you wish to collect your order from. Please note that we do not take orders via email.

Can I order a customised or specialty cake?

All our cakes can be customised with a personalised message and standard cakes can be customised in-store with a border of fresh cream, chocolate curls and fresh strawberries for an additional cost. Other custom decorations which require changes to the standard finish of our cakes should be placed as a special order at least one day ahead of the pick up date.

 

To order a specialty cake please fill out the form below and a Papa team member will be in touch with you within 3 business days.

How far ahead do I need to place an order?

  • For standard cakes we require your order to be placed one day before the pick up date.
  • For large occasion cakes and catering items including cakes, hot food and bread we require your order to be placed 3 days before the pick up date.
  • For custom specialty cakes we require your order to be placed at least 1 week before the pick up date.

Can I order a cake to pick up on the same day?

Each of our stores carry a selection of cakes in different flavours and sizes daily.
For same day pick up kindly please call the store you wish to pick up from and they will be able to advise you of availability for that day.

Do you deliver?

At this time we offer delivery of custom cakes and catering orders to restaurants and event venues only.
Please note delivery is subject to availability only and may incur an additional fee.

What is the best way to store your products?

All Pasticceria Papa products with the exception of biscuits and bread must be refrigerated at 5′ degrees or below. It is important for your dessert to stay in a cool environment in transit and then refrigerate it as soon as you have reached your destination.

Gelato and semi freddo cakes are frozen at the time of pick up. It is the responsibility of the customer to ensure they are stored in an Esky or freezer bag during transit, and then a freezer once your destination is reached.

What do I do if I have an issue or want to provide feedback on an item I have purchased?

It is our policy that if you have any issue with a product you have purchased it must be returned within 24 hours accompanied by proof of purchase to one of our stores to be assessed by a chef. If we identify a problem with the product produced by Pasticceria Papa we can provide a solution for you. Please note if you have no product left or do not return it to one of our stores to be assessed we unfortunately cannot offer any re-imbursement.

Do your products contain nuts, gluten, eggs, dairy, alcohol or gelatin?

While all care is taken, all Pasticceria Papa products are prepared in a kitchen environment that contains nuts, gluten, eggs, dairy, alcohol and gelatin. If you have specific allergies or dietary requirements, please ask our staff before purchasing any food items.