Frequently Asked Questions.

General

+ Are your staff vaccinated against Covid?

Yes, all our staff have been fully vaccinated since September 2021 (and boosted as of January 2022). We have also been following strict Covid-safe protocols since the start of the pandemic. Read more about our protocols here.

+ what does 'gula gula' mean?

"Gula" is the Indonesian/Malay (Bahasa) word for "sugar". The name was inspired by our ethnic heritage and of course, a love for cakes and sweets alike. Read a little more about our story here.

+ Where are you based?

Our studio is based in Camberwell, Victoria 3124.

+ Is your kitchen certified?

Yes, our kitchen is registered and Council-certified as per requirements of the Food Act. We have the appropriate food safety qualifications and our kitchen is subject to compliance inspections.

+ Do you cater to special dietary requirements?

Unfortunately we do not cater to any dietary requirements. This includes modifications to our recipes such as low-sugar etc.

cake orders

+ Why do you only take orders via enquiry forms?

Great question! We absolutely believe in quality over quantity; by using our order-by-enquiry process we screen and assess every single order request, only accepting those that we know we can deliver at the highest quality. If we used a traditional online order and checkout system, that would mean that we may end up with more orders than we can handle, ultimately resulting in compromised quality which goes against our philosophy and values.

+ Do you do wedding cakes?

Absolutely! We have an extensive program in place for notable occasions such as weddings, which is structured to deliver a seamless and completely hassle-free package to you built entirely to your specifications - from the design and tasting phase, to completion and delivery/set up on the day of the event. Start by heading over to the order page to tell us what you're after and we'll be in touch to discuss the next steps.

You also have the option to try our flavours by booking in a cake taster pack. Note that these packs are by limited preorders only and are released once the required number of preorders have been reached on our waiting list.

+ How much notice do you need when ordering a cake?

The more notice the better! As a general guideline, a minimum of 24-48 hours is ideal for standard orders (however this may vary depending on the complexity of your order). As we pride ourselves in having a strict quality control program, we may not be able to fulfill order requests on very short notice. For very last minute orders that we accept (less than 24 hours notice), a late order fee may apply.

For wedding cakes, we strongly encourage you to reach out to us at least 4-6 months prior to the actual day of the event, as this will allow us to find a suitable time slot to complete your order within the required timeframe.

+ Can I try any of the flavours before ordering?

Yes, we offer a taster pack (consisting of samples of all flavours from our menu) that is available for purchase in limited release batches. Should you then proceed to place an actual order with us, we'll apply a credit to the final value of your order (minimum spend of $450 applies).

Visit this page to join the wait list (subject to availability.

+ What are your payment terms for cake orders?

Standard orders: Full payment is required upfront to secure your order.

Wedding cake orders: A 50% deposit will be required upfront to secure your slot, and settlement of the balance is required 60 days prior to the date of the event.

+ What is your cancellation and refund policy?

Whilst our promise is to cater to our customers as much as possible, we pride ourselves in preparing every single order on a per-order basis; ultimately any last minute cancellations do cause significant disruption to our operations and naturally cost time and money, especially for a small business like us.

If you require changes to your order, you must provide as much notice as possible prior to receiving your cake.

Retain Credit:

If you choose to postpone your order but retain your fully paid amount as credit, no cancellation fees will apply.

Refunds:

Refunds are assessed on a case-by-case basis at our discretion. If we have already started preparing your order, only a partial refund can be offered depending on the stage of completion (accompanied by photo evidence). If your order has already been fully prepared, unfortunately no refund or credit can be provided.

Refunds will also factor in any applicable cancellation fees; these are non-refundable costs that have been incurred by us and cannot be recovered.

Cancellation Fees:

As per our standard terms and conditions of sale, certain fees that are non-refundable once a formal quote has been accepted and paid for, such as:

• Credit card fees (unrecoverable from our payments provider)
• Any props, figurines etc that have already been ordered in to fulfill your order (and cannot be returned)
• Admin and labour costs to cover time spent on your design such as all correspondence and custom sketches provided

+ Can I amend my order?

Order amendments are assessed on a case-by-case basis. If your request is accepted, you will be sent an updated invoice to cover any additional costs (in accordance with your design changes), and a late order fee may also apply for last minute changes.

+ What methods of payment do you accept?

Our main and preferred method of accepting payments is via bank transfer (including PayID). We also accept debit and credit cards (all major cards accepted) at a small surcharge.

Cake Designs

+ What kind of designs can you do?

We're open to (almost) any requested design! Please visit our Portfolio or Instagram page to see the types of designs we offer. Note that obscene or crude material will not be accepted.

We also have a hand-picked range of pre-designed cakes, tailored for those who want beautifully styled cakes without the hassle of going through the custom-design process.

+ Do you do shaped cakes?

Unfortunately at this stage we do not offer shaped cakes. We only specialise in standard round cakes.

+ Do you do money-pull cakes?

Unfortunately at this stage we do not offer money-pull cakes.

+ what type of flowers do you use for you cakes? Can I pick which ones I want?

When designing your cake, we provide the option of using either our handmade sugar flowers, or a selection of fresh flowers. The range of fresh flowers will largely depend on what's seasonally available (prices will be charged accordingly), as well as what suits the design theme and style you're going for. We're committed to sourcing high quality flowers from local reputable florists only.

+ Can you make an exact replica of a design that someone else has done?

We respect the work of others and do not take credit where it's not due. We do however welcome ideas and references that inspire your cake design.

Cake Delivery, Pick Up and care

+ Do you deliver and how much does it cost?

We offer a door-to-door courier service and generally service suburbs within a 30km radius of our studio in Camberwell, although we are also open to providing delivery outside this region. Delivery fees vary and are calculated based on the distance required to travel from our studio. Visit the delivery information page for more details.

+ Can I pick up my order instead?

Yes, you can! We are based in Camberwell and pick up instructions will be provided to you upon confirmation of your order. Visit the delivery information page for more details.

+ How do I store and serve my cake?

All our cakes come with instructions on how to serve and care for your cake. As a general rule - we recommend keeping your cake cool and refrigerated. Prior to serving, let the cake thaw for at least 1-2 hours (note this is entirely weather-dependent) at room temperature.

Be extra careful on warmer days, as cakes are susceptible to melting and accelerated decomposing when exposed to higher temperatures.