What are your daily cut-off times for online orders?
To ensure our bakehouse can prepare every order to our exact quality standards, we run on strict daily production deadlines:

Standard Menu & Everyday Products: The cut-off is 2:00 PM daily for next-day collection or delivery.

Weekend Orders (Saturday & Sunday): All orders for the weekend must be finalized and submitted before Friday at 2:00 PM.

Custom & Larger Specialty Cakes: These technical builds require a strict 3 to 5 days' notice depending on the complexity of your design.

Important Disclaimer: Caching Bugs & Delayed Cart Purchases
Please note that if you add a product to your online cart before the 2:00 PM cut-off window but do not complete the payment until after 2:00 PM, our automated backend systems will not register or schedule your order for the next day. Because our production lines lock down precisely at 2:00 PM daily, any order paid for after this time—regardless of when it was saved in your cart—will automatically be deferred to the following available production day. Please always double-check the final collection/delivery date printed on your invoice confirmation email.

Can I buy a cake straight from the cabinet as a walk-in at your retail stores?
Yes! Our physical stores—including Riccarton, Hornby, and The Palms—are stocked daily with a premium selection of walk-in treats, cakes, and cupcakes available for immediate purchase. However, cabinet stock is strictly on a first-come, first-served basis and cannot be guaranteed. To secure a specific design, size, or flavor, we highly recommend placing an order through our website in advance.

I forgot to add candles, toppers, or extra items to my online order. Can I add them later?
Because our checkout software locks down orders immediately for bakehouse scheduling, we cannot manually go into your invoice to add items after your purchase is completed. If you forgot essential add-ons like candles, cardstock toppers, or specific decorations, please do not email us to add them. Instead, you can simply purchase these extra items directly over the counter at your designated collection store when you arrive to pick up your cake.

Can I request custom colors or changes in the checkout "Notes" field?
No. To maintain production speeds, our kitchen completely bypasses any custom decorative requests left in the order notes field. For example, our Divine Edible Image Slabs and menu ranges are prepared strictly as pictured using our standard house palettes. If you type a request for custom elements or neon trims into the notes box, it will be automatically ignored, and your cake will be made to standard specifications. Custom requests must go through our official digital chooser or the formal $25 manual review process.

Can your store staff pipe a quick message onto a cake for me on the spot?
No. To maintain our strict brand presentation guidelines and exceptional design quality, all cake lettering and custom text must be pre-ordered online. Every single message is piped professionally by our specialist decorating team at our centralized bakehouse facility before dispatch. Our frontend retail team members do not have the technical training, specialized equipment, or authorization to write on cakes in-store. If a message was not pre-ordered on your cake via the website, our storefront teams cannot add it on the day.

Can I customise a cake from your standard menu or everyday range?
To ensure our high-volume production lines maintain absolute quality and consistency, all items in our Everyday Range, Slabs, and Cupcakes are made strictly "as pictured". We do not accommodate custom color swaps, structural changes, or decorative adjustments at our retail counters. Basic written text piped on top is the only modification available. If a specific layout, size, or profile is not an active, selectable option on our website or POS register menus, we do not offer it.

What are the character limits for piped text messages?
Because cake surface space is limited, we enforce strict character caps to ensure your message remains neat and elegant. Messages must fit within the following limits:

• Small 6-inch Cakes: Maximum of 25 characters total.
• Larger Cakes (8-inch and above): Maximum of 30 characters total.

What is your disclaimer regarding colors and edible images?

• Edible Image Prints: Our high-resolution edible images are printed using specialized edible inks on premium sugar sheets. Because edible ink operates differently than standard commercial printing ink, colors may vary slightly from your digital file or physical photo. We cannot guarantee an exact 100% color match.
• Color Interpretation: When matching custom colors in our buttercream or fondant, the final result represents our professional bakehouse interpretation of the shade. While we utilize our master color swatches to get as close as physically possible to your request, environmental factors and icing bases mean shades may vary.

How much does a Custom Cake cost and how do I order one?
Custom cake pricing varies depending on the scale, size, and technical design of the build. Ordering is simple:

1. The Custom Cake Chooser: Click our digital builder tool on the website to design your cake, select your official house colors, and get an instant price upfront.
2. Bakehouse Custom Review: If your design falls entirely outside our standard menu options or online chooser tool, our retail stores cannot quote or take your order directly on the floor. These complex builds must undergo an operational review. A non-refundable $25 upfront Custom Design Retainer/Creative Fee is required to process a manual quote, which will be fully credited toward your final balance once approved by our bakehouse design team. Please email your inspiration images, guest numbers, and date to bakehouse@divine.co.nz to begin a manual quote.

How do I order a Wedding Cake?
Wedding consultations, tasting boxes, and custom milestone bookings are managed directly by our dedicated design team via weddings@divine.co.nz. Because wedding cakes require an advanced level of technical execution and structural planning, these bookings are kept entirely separate from our daily high-volume retail counter operations.

What is the notice period and daily cutoff for order modifications?
We require a strict minimum of 5 full days' notice for any collection or order modifications. Our systems run on a hard 2:00 PM daily cutoff. Due to production schedules, any order changes or lockdowns for weekend pick-ups must be finalized before Friday at 2:00 PM. Monday Public Holidays completely block out Tuesday morning pickups unless locked in prior to the Friday 2:00 PM weekend lockout.

Can I change my pickup location store or adjust my pickup date last minute?
If you accidentally select the wrong retail store or place an order for the wrong day, date or location transfers can be accommodated up until 1:00 PM the day prior to your scheduled collection date, operating Sunday through Thursday. Requests made after 1:00 PM or on Fridays/Saturdays are completely locked down, as our logistics schedules and vehicle loading paths are finalized overnight to protect product transit safety.

Can I supply my own cake toppers, toys, or fresh flowers?
Yes, but strict handling protocols apply to protect food safety:

• Toys/Toppers: Plastic toys or cardstock toppers can be mounted securely by our team for a flat $15 handling fee (this fee is waived exclusively for The Construction Hero cake).
• Fresh Flowers: Divine does not source fresh flowers. If you wish to provide your own flowers for styling, a flat $35 Florist Assembly & Styling Fee applies. To ensure food safety and prep time, blooms must be delivered to the bakehouse 24–48 hours prior to the collection date so they can be cleaned, sealed, and safely taped.

⚠️ Financial Liability Waiver: While we take immense care when storing and mounting items left in our custody, Divine accepts zero financial responsibility or liability for any customer-supplied items. If a customer-provided topper, toy, or floral arrangement breaks, degrades, or incurs damage while left in our care or during assembly, it will not be covered by our refund policy. Replacement costs or event disruptions resulting from faulty customer-supplied elements remain entirely the responsibility of the client.

Why does my cake or buttercream taste dry or bland straight out of the box?
Because our premium cakes and traditional buttercreams are crafted with high-quality, real fats, they must be served at absolute room temperature to release their optimal flavor and soft texture. When refrigerated, the fats solidify, causing the sponge to compress and feel dry, while blocking the aromatic flavor profiles of our custom recipes.

The Golden Rule: Always pull your cake out of the fridge ahead of time to let it bloom. Tempering times vary based on the season and product scale—allow anywhere from 1 to 3 hours out of the fridge before slicing to achieve a luxurious, moist eating texture and vibrant flavor profiles.

How do I store my leftover cake or dessert safely, and how long will it last?
If you’ve managed not to eat your Divine cake or dessert all in one go (impressive!), you can store your leftovers in an airtight container or directly inside our protective cake box. Leftovers must be refrigerated. For the safest and best eating quality, follow our bakehouse shelf-life guide:

Standard Cakes & Sponges: These can be kept in an airtight container at room temperature for 3–5 days, or kept chilled in the fridge for up to 7 days.

Cheesecakes & Mousse Desserts: Because these contain fresh, delicate dairy products, we strictly recommend keeping them chilled and consuming them within 5 days.

Discounted / Instore Clearance Items: If you purchased a discounted line over the counter from our daily clearance stock, these are generally fine for up to 4 days kept chilled in the fridge.

What is the best way to slice and cut my cake cleanly?
To get perfect, bakery-clean slices without smashing the cake layers or tearing the buttercream, use our master bakehouse cutting technique:

Use the Right Knife: Use a long, thin, sharp smooth-edged knife (not a serrated bread knife, which tears the sponge).

Heat the Blade: Dip the knife blade into a jug of hot water or hold it under a hot tap for a few seconds to warm the metal.

Wipe Clean Between Every Slice: Wipe the blade completely dry with a clean towel or paper towel, make one clean downward cut, and draw the knife out from the bottom (don't pull it back up). Repeat the dip-and-wipe process for every single slice to keep the icing layers perfectly clean.

Cutting Tall Tiers & Slabs: For tall event cakes or large slabs, slice the cake horizontally into grids or columns rather than traditional wedges. Cut a full cross-section row, lay it flat on a cutting board, and portion it out into clean 1" x 1" event squares.

How many people can a cake/dessert feed?
Because our products are premium and handmade, there can be slight variances in product size at times. The dimensions below serve as a general portion guide:

Round Cakes/Desserts Serving Guide:6-inch round cake: feeds 6-8 people8-inch round cake: feeds 10-14 people10-inch round cake: feeds 12-20 people

Square & Rectangle Cakes Serving Guide:10-inch square cake: feeds 20 - 25 people12-inch square cake: feeds 30 - 40 people14-inch square cake: feeds 50 - 70 people28-inch rectangle cake: feeds 100-120 people

Signature Wedding Tier Cakes (Standard 1" x 1" Coffee Portions):2-Tier Cake (15cm + 20cm round stack): feeds up to 64 guests3-Tier Cake (15cm + 20cm + 25cm round stack): feeds approximately 124 guests (perfectly matches The Ultimate Three Tier)

Do you deliver your cakes/desserts and what are your delivery times?
Yes, we offer a daily delivery service from Monday to Saturday, with drops commencing from 8:00 AM and concluding by 12:00 PM.

To ensure our product arrives in pristine condition, our driver operates on an optimized geographic route—beginning deliveries in the Rolleston and Hornby areas and progressively working their way back across the city toward Brighton. Because our route changes daily based on order volume, we cannot guarantee specific or fixed delivery time slots within this morning window.

What happens if I am out when a delivery is made?
Just like your local courier, our driver will knock on your door and attempt to locate you. If no one answers, your order will be left in a safe space at your doorstep. Please note that Divine does not assume any responsibility or liability once your order has been successfully delivered to your doorstep.

Can I get specialized airtight packaging if I am traveling long distances or flying?
If you are traveling long distances or overseas with our products, please reach out to the bakehouse ahead of time. While we pack all orders in standard protective bakery boxes, specialized window-box airtight sealing can be completed upon request at the bakehouse prior to dispatch to ensure freshness remains perfectly preserved during your journey.

How do I transport my cake safely?
Transport Safety Disclaimer: Once a cake leaves our retail premises, transport liability shifts entirely to the customer. Slabs require flat vehicle clearances of at least 14 inches. Cakes must be transported on a completely flat, level surface (such as a vehicle footwell or flat boot space) with the vehicle air conditioning running on high for journeys over 30 minutes. Do not transport cakes on passenger seats.

What happens if I forget to pick up my ordered cake?
If an order is not collected on its scheduled date, our team will make an effort to contact you via telephone. We will safely hold your perishable product in our commercial chillers until the close of business the following day. If it remains uncollected after this point and must be discarded, we will review the case on an individual basis. Because our ingredients, kitchen labor, and box prep costs are committed upfront, we reserve the right to retain a portion of the order total to cover these operational costs.

What is your policy if I need to cancel or defer an event order?
We know that event plans can change unexpectedly. To help you manage this, we have streamlined our Cancellation, Refund, and Deferred (CRD) process:

More than 36 Hours' Notice: Cancellations and refund or store credit requests can be made up to 36 hours prior to your scheduled pickup or delivery time. All requests must be processed in-store by completing our official CRD Form. At this stage, any of our team members can instantly authorize a full refund or a store credit voucher for the value of the cancelled order.

Less than 36 Hours' Notice: If an event is cancelled with less than 36 hours' notice, please visit or contact your nearest store immediately to complete a CRD Form. Because raw materials and labor have already been committed, requests inside this short window require senior management review. Our team will take down your details, and a senior manager will be in touch shortly to find a solution.

Deferring Your Order: If you wish to postpone an advance order but save the product value for a future date, we will complete a CRD Form to safely hold your credit balance with us until you are ready to use it. Standard ordering timeframes will apply when you look to rebook your future date.

Our Service Recovery Commitment: What if something goes wrong?
Even with the best intentions, sometimes mistakes happen. If we fall short of your expectations, our frontline teams are fully empowered to make things right for you immediately on the spot:

For Minor Errors (e.g., a slightly dented box, single cupcake discrepancies, or small wait times): Our team can instantly offer to replace the item, apply a 5–10% discount on the spot, or provide a complimentary small treat (like a premium cookie or cupcake) for your next visit.

For Medium Errors (e.g., cake decoration variations, order mix-ups, or a long wait time): Our team can offer a full product replacement if practical, a significant discount of 20–25% off your current order, or issue a $10–$20 Divine Gift Card to use toward a future purchase.

Product Quality & Taste Issues (e.g., if a cake tastes dry): We take immense pride in our daily freshness. If a product doesn't meet our usual high standards, please bring it back to the store or provide photos. Our team will gladly offer you a fresh replacement cake, swap it for a different flavor, or issue a full refund.

What happens if there is an issue with the quality of my product?
At Divine, we want you to be completely satisfied with your purchase. Due to the perishable nature of our products, any quality concerns must undergo our formal quality review process:

3-Day Investigation Window: You must notify us or bring the product back to the store or place of purchase within 3 days from the date of purchase. We cannot offer a refund, review, or exchange after 3 days have passed.

Assessment Requirements: To be eligible for a quality review, the physical product must be returned to the store for our bakehouse team to evaluate, or comprehensive photos must be provided clearly showing the condition of the item.

Proof of Purchase: You must provide your receipt or order history. For in-store purchases, we require your physical POS receipt number, time, and date. For online sales, we require your Shopify order number. A customer refund form must be completed in-store alongside these details to launch an investigation.

Are any items entirely excluded from refunds?
Yes. Due to food safety and their perishable nature, the following items cannot be returned or refunded:

Perishable goods such as open food items, flowers, newspapers, or magazines once opened or consumed beyond a reasonable assessment.

Gift cards.

Any items purchased on clearance or marked as a sale item.

Any product damage incurred due to customer handling or improper transport after leaving our store.

Initial shipping or delivery costs (if an order is approved for a refund, any initial transport fees are non-refundable).

I have been approved for a refund, how long does it take?
Once our team completes the product investigation and approves a refund, the payout method depends on how you ordered:

In-Store Purchases: Approved refunds are processed strictly back onto an EFTPOS card via our terminals (no cash refunds are permitted). If an EFTPOS rollback is unavailable, we will request your direct credit bank account details to process a secure bank deposit.

Online Purchases: Approved online sales will be refunded directly back to the original payment method through Shopify.

Please note: Bank processing windows and Shopify credit card cycles can take several business days to clear. If your refund is late, please check your bank or credit card statements, or contact our team directly at bakehouse@divine.co.nz.

Do you have allergen-free, Vegan, or Eggless products?
While we offer select ranges made with gluten-free, vegan, or eggless ingredients, Divine is not an allergen-free environment. Our kitchen handles Dairy, Egg, Gluten, and Nuts daily. While we take immense care with cross-contamination protocols, we cannot 100% guarantee that trace elements will not be present.

Do you do sugar-free or low-sugar products?
No. To maintain the structural integrity and signature flavor profile of our buttercream and cakes, we do not offer sugar-free or low-sugar options.

Can I get a nutritional/ingredients list for your products for a pre-school?
Yes. We can provide a comprehensive ingredient deck for our standard ranges to satisfy pre-school safety requirements. Please contact our team ahead of your order date at bakehouse@divine.co.nz so we can print or email this through to you.