Pink Frosting welcomes your questions and feedback. Feel free to contact us by phone or email. For the fastest answer, read our frequently asked questions below.

ORDERING

What are my payment options?

Pink Frosting accepts Visa and MasterCard credit card payments, as well as payments through Paypal. We also accept direct deposits, cheques and money orders.  Please note that orders will not be processed until payment has cleared, so paying by cheque, money order or direct deposit may delay your order by several days.

What currency are the prices on the Pink Frosting website?

All prices listed on Pink Frosting's website are quoted in Australian Dollars.

Will I be charged GST?

All prices on the Pink Frosting website include GST for Australian residents.  For international orders, GST will be refunded to you once your order has processed.

Are online transactions secure?

Pink Frosting assures that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certified to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. If you are concerned about paying for your order over the internet, you can contact Pink Frosting to pay over the phone.

Can I order by phone?

Orders can be placed over the phone by calling Pink Frosting's toll free number 1300 855 633. One of our friendly and helpful customer care representatives can assist you with your order. For customers located outside Australia, please call our local number +61 2 6280 4720. Our customer care representatives are available to assist you Monday - Friday (9:00 am - 5:30 pm Canberra local time).

Do you have a printed catalogue?

Pink Frosting does not have a printed catalogue that can be sent in the mail. We do however maintain our product catalogue on our website, so we ask that you browse the website to view our products in detail.

Do you offer samples?

We work hard to provide detailed product descriptions and clear product images but understand that you may still wish to order samples. Personalised products as well as some products sold in sets are not available for purchase as a sample. However, Pink Frosting does not have a minimum order, so you may order just one of the product you wish to view.  Sample orders will be charged the unit price of the product plus shipping and handling. Please call us at 1300 855 633 with any questions about specific products.

How do I know if the products I want to order are in stock?

Pink Frosting strives to keep all items in stock in quantities to meet your requirements; however like with all retail businesses, some items will sometimes run low, be discontinued without the knowledge of Pink Frosting or be backordered by our supplier.  If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order.  Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised timeframe.  If you have any questions about this, please email us at info@pinkfrosting.com.au or call us on 1300 855 633.

Do products arrive assembled?

Many of our products come with packaging options included. However, unless specified, products do not come pre-assembled. Please read the product description provided on the product page for details.  If you are uncertain, please call us on 1300 855 633.

Will I receive a confirmation of my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing Startrack Express delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address.

Do you ship internationally?

Pink Frosting welcomes international orders. Our international order shipping table is located here.  

What is your policy on duties, taxes and brokerage fees?

For orders shipped to destinations outside of Australia, Pink Frosting is not responsible for any duties, taxes and brokerage fees associated with the shipment. Furthermore, Pink Frosting is not knowledgeable about country-specific import regulations and will not be responsible for fees/damages associated with noncompliance. We strongly encourage you to research all country-specific facts, information and regulations prior to placing an order. 

Can I collect my order in person?

Pink Frosting's office and warehouse is located at:
35 Whyalla Street, Fyshwick ACT 2609 AUSTRALIA
We do not have a retail storefront and cannot make sales in person. Orders can only be taken online and shipped from our warehouse.

Do you have a shopfront I can visit to view your products?

Pink Frosting is an online only business.  Orders can only be taken online and shipped from our warehouse.

SHIPPING AND FULFILMENT

How long does it take to receive my order?

Visit Pink Frosting's current order timing page which is updated with the latest availability timeframes for the items we sell on our website.  If you are unsure, or want to check on how quickly you can receive your goods, please call us on 1300 855 633.

How do I check the status of my order?

To check on the status on your order, please call us on 1300 855 633 or send us an email at info@pinkfrosting.com.au. You will be asked to quote your order number and billing email address to retrieve the status of your order. We will respond to email inquiries within 2 business days.

What are my shipping options?

Pink Frosting uses Star Track Express for its deliveries within Australia and DHL for international orders. These courier services ensure the security of your items, fast delivery and quality of service.  Pink Frosting will not deliver orders through Australia Post without prior agreement and we take no responsibility for items sent via Australia Post.

Will I receive a shipment confirmation?

Once your order has been processed and is ready to ship, you will receive and email containing a Startrack Express tracking number(s) which will allow you track your order on the Startrack Express website (www.startrackexpress.com.au). Some items ship separately and you may receive multiple emails with more than one tracking number.

Can I rush my order?

We will do our best to ensure that your order ships in time for your event. If you need your items more urgently than the advertised timeframes, please call us on 1300 855 633 to discuss whether your order can be expedited.

Do I have to sign for the delivery?

Pink Frosting strongly recommends you request a signature when your items are delivered; however we offer you the opportunity to have your parcel left by our courier if you are not home to receive the goods.  Please note that if you request your parcel to be left, Pink Frosting takes no responsibility for the parcel being lost or stolen. 

I wasn't there to sign for the delivery.  Can it be resent?

Pink Frosting's delivery charge covers the courier delivering to the shipping address you gave us one time only, or leaving the parcel if you requested this.  You can collect your parcel from your local Startrack Express office, or organise a redelivery at another time at your cost.

RETURNS AND EXCHANGES

What is your refund and exchange policy?

Our business is based on the quality of the products we sell and the reputation we've earned. Pink Frosting's 100% Satisfaction Guarantee means you never have to worry when you order from us. If for any reason you're not happy with anything you buy from us simply return it within 7 days of receipt of the product for a prompt exchange or credit to be used in our store within 12 months (your choice). No hassles, just great customer service - the kind you would expect from the very best companies.

Our generous return policy does not apply to items returned after your event date, items that cannot be returned for hygiene reasons (including underwear, earrings and swimwear) or personalised items. Returns policy does not apply to sale items. Items purchased at sale prices cannot be exchanged or refunded. A restocking fee may be charged at our discretion. We will communicate any charges with you.

If you have purchased the wrong size or colour, or you are not entirely happy with your purchase, Pink Frosting will offer an exchange or credit note to the value of the items purchased, under the following conditions:

• All products must be returned within seven days of receipt.
• The product(s) must be as new (unused and undamaged) and with their original packaging intact.
• No returns or exchanges on personalised, custom coloured or sale items
• No returns or exchanges on bulk orders of 40 items or more

To organise an exchange or credit note, email customerservice@pinkfrosting.com.au with the following details: Your Name, Order Number, Product Name/Code, Reason for exchange.  For our full refund and exchange policy, please see our terms and conditions.

What happens with damaged, missing or defective products?

All claims for damaged, defective or missing product(s) must be filed with Pink Frosting within 7 days of receiving your order. Please call our customer service department at 1300 855 633 to initiate a claim.

Pink Frosting is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However we will be happy to assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.

Can I cancel or change my order?

Please note that once you place an order, your order cannot be altered.  If you wish to make additions to your order, we ask that you place a new order.  Orders can be cancelled if the Pink Frosting warehouse has not processed your order.  If you have any questions about this, please email us at info@pinkfrosting.com.au or call us on 1300 855 633.

CONTACTING US

How do I provide general feedback?

We would love to hear from you! We are constantly trying to improve our customers' experiences and would greatly appreciate any feedback you can provide, both good and bad. Please email info@pinkfrosting.com.au.

I am a vendor.  How do I submit my products for review?

We are constantly looking for unique products to add to our selection. Vendors who are interested in submitting product samples to Pink Frosting for consideration are encouraged to email product images and pricing information to info@pinkfrosting.com.au.

I have a general enquiry.  Who do I contact?

Please call our general enquiry number on 1300 855 633, or email us:

• Information on products, orders, customer service and general enquiries: info@pinkfrosting.com.au
• Information on wholesale and large-volume orders:  sales@pinkfrosting.com.au
• Information on Australia Entertains blog:  kathryn@pinkfrosting.com.au
• Contact our warehouse and dispatch centre directly:  dispatch@pinkfrosting.com.au
• Media enquiries:  kathryn@pinkfrosting.com.au