Q: Do you offer bulk quantity discounts?
A: Yes we do! See HERE for details.
Q: How long does it take to process an order?
A: Orders received before 6pm (Melbourne time) and paid in full (not Direct Deposit or e-Cheque), will be processed overnight and posted the very next next business day. Super fast!
Q: How long does it take for my order to be delivered?
A: Please scroll down to the end of this page to view all postage and delivery information. Select the correct delivery method you need for the time you have available for your order to arrive.
Q: How far in advance can I place an order?
A: We suggest that you order your edible image about 2 weeks out from your special occasion. Best not to leave it to the last couple of days.
Q: Where is CustomIcing located?
A: We are in Werribee (Melbourne) Victoria, postcode 3030.
Q: I live in Melbourne, can I collect my order?
A: No sorry, we cannot accommodate order collections. Postage is from only $2.00 and your order will be posted the very next business day.
Q: How long can Custom Icing edible images be stored for?
A: As long as the icing sheet is stored air tight, it will last over 3 months!
Q: I am getting an error message when trying to upload my image to place an order. Why is this?
A: This is because your image file size is too large.
Please check the file size of your image and ensure it is under 2MB. Your image will then upload and the product will show in your Cart.
Q: What image file types are acceptable for custom edible images?
A: For best results, please supply us/upload a JPEG file.
PDF and Word/Office Suite programs are not acceptable, these file types compromise the image quality on the icing sheet. If you upload a PDF or MS Office file, this may delay your order as we may need to contact you for another file to be able to process your order, if we cannot successfully convert the file to another usable format.
Q: Can you edit or change the image file I upload for my Custom Icing edible image order?
A: No sorry we can not. We do not provide an image creation or image editing service. If you would like a quote for any image editing we will be happy to put you in contact with our Graphic Designer. Fees start at approx $50 per hour or part thereof.
Q: How do I put the Custom Icing edible image on the cake?
A: We supply a full instruction sheet with your order. The icing sheets are very easy to use. You don't need to be a professional cake decorator to create a beautiful cake with our Custom Icing edible images.
Q: For licensed edible image cake toppers: Can a message be added or the image made into a different shape or size?
A: No, sorry. It is illegal and against copyright for a licensed edible image to be changed or reproduced in any other format other than what is available on our website. If you have seen what you are after elsewhere, buyer beware, as this would be an inferior and illegally sold product.
Q: What are your icing sheets made from and are they rice paper?
A: We only use Premium Icing Sheets that we import. Rice paper is a much more fragile product and it does not taste as nice as our icing sheets that are made from real sugar to compliment your cake.
Ingredients: (Gluten Free, Dairy Free, Egg Free, Nut Free & Kosher)
Food Grade Edible Ink: Water, Glycerin, Ethanol. Colours: E102, E122, E124, E127, E133
Custom Icing Sheets: Water, Cornstarch, Corn Syrup, Corn Syrup Solids, Cellulose (plant based), Sorbitol, Glycerine, Sugar, Vegetable Oil, Gum Arabic, Polysorbate 80, Vanilla, Titanium Dioxide, Citric Acid.
Licensed Edible Images: Sugar, Corn Flour, Glucose, Water, Anticaking Agent (460), Fatty Acids, Emulsifier (e471, e475), Preservative (211)
Q: How is the order packed to avoid damage in transit?
A: We use rigid cardboard envelopes that we source for this specific purpose. We have never had an order damaged in normal transit.
Q: 2MB is a small file size to upload for my Custom Icing edible image, will a High Resolution image be better?
A: No. A 2MB file is sufficient to create a clear edible image. If the icing sheets are saturated with colour from a high resolution image, this distracts from the clarity of the image as the edible ink soaks into the icing sheet too much.
Q: I know what I would like to put onto the Custom Icing sheet, but I don't have the image I want, can you supply what I request?
A: No sorry. You must supply the image that you would like put onto a Custom Icing sheet. This is because you need to have the right to reproduce the image or be prepared to take full responsibility for the reproduction of the image onto the icing.
Q: How much is delivery?
A: Please see the table below:
POSTAGE & SHIPPING INFORMATION
PRICE RANGE LIST
(Calculated by the weight & destination of your order)
Economy Post - No tracking, No Insurance (not available all icing sizes) - $2.00
Registered Post - Signature Required on Delivery - From $4.10 to $9.30+
Express Post - Faster, no Signature Required on Delivery - From $5.00 to $10.95+
Express Post Platinum - Courier Delivery, Tracked, Insured & Sign on Delivery - $13.95+
Via Economy Post & Registered Post:
To: Melbourne and Victorian Regional Centres: 2+ business days
To: Sydney, Adelaide, Brisbane, most Regional Centres: 3+ business days
To: Perth, rest of WA, QLD, SA, TAS, NT: 4+ business days
(The above time frames are a guide only and are NOT guaranteed. Only select these options for delivery if you are sure you have sufficient time to allow for any unforseen postage delays by Australia Post.)
Via Express Post:
If your postcode is NOT listed on this table then it means Express Post Overnight Delivery is NOT available from our location to yours, it will be delivered via the fastest method possible means. Please try the Express Post Platinum option for faster and tracked delivery.
Via Express Post Platinum:
Please see the Express Post Platinum Network table on the Australia Post website. This service offers a wider delivery network, especially to WA & Northern QLD. If your postcode is NOT listed on this table then it means Express Post Platinum Overnight Delivery is NOT available from our location to yours, but will be delivered by the fastest possible means.
Q: I need more information, can I contact you?
A: Yes, certainly. Please contact us by live chat, email or phone. The details can be found on our Customer Service page.
|
