Do you have a retail shop we can purchase products from?
Do products need to be pre-ordered?
All our cakes, profiteroles and macarons are available on request, which means you can walk in to our factory and buy them on the spot.
All other products need to be pre-ordered for next day (or later date) pick up or delivery.
How much notice do you need?
If you order before 9.30pm we can deliver next day. You can also select future date delivery if need be.
How do I place an order?
You can place your order:
- Online, using our awesome online store and check out system. Once your order is confirmed and paid for, you will receive a tax invoice and email confirmation of your order. If you need help ordering online send us a message on Facebook Messenger, live chat or email firstname.lastname@example.org and we'll get back to you ASAP.
- By visiting us in person at our factory.
Do you do custom products?
No. Our products are sold 'as is', i.e. as they appear on our website. We don't tailor products ordered to specific customer needs, e.g. "Please leave off the strawberries".
What is the minimum order for delivery?
Minimum order for delivery is $50 (some regional Sydney suburbs have a higher minimum). On special dates like Christmas Eve, Valentine's Day etc, the minimum order may be higher. There is no minimum order for pick up.
Can I try a sample before ordering?
Samples of individual products in our party packs can be requested for $2 per piece - maximum of 1 per product type and 10 in total.
Samples need to be requested by emailing email@example.com and picked up from our factory at an agreed time.
How can I pay for my order?
- We accept Mastercard, Visa and American Express.
- If you are placing your order in store (i.e. at our factory), we accept EFTPOS, credit card or cash.
Can I get a cake made in a slab?
We no longer offer slab cakes.
Do you cater for corporate functions?
Yes – see Corporate Catering.
We're a business and order cakes all the time - do we receive a discount?
This is possible once we see a track record of orders come through from the same company. Email firstname.lastname@example.org to enquire.
Are your products halal?
Yes. We only use halal-based ingredients for all products. No alcohol is used in any of cakes or other sweets.
Do you offer next day delivery?
Yes - place your order by 9.30pm for next day delivery.
Do you offer same day delivery?
No. We used to do this in earlier years, but no longer.
What are the delivery days/times?
We deliver 7 days/week, between 8am and 3.30pm.
What areas do you deliver to?
All suburbs of Metropolitan Sydney. We may be able to deliver to outer Sydney suburbs, depending on the order and delivery address.
Can I request a specific delivery time?
See below our delivery options:
Anytime Delivery (FREE Anywhere in Sydney)- Your order will arrive any time between 8.00am* and 3.30pm
Before 1pm - Your order will arrive before 1pm.
VIP Delivery - Delivered within a two hour window of your choice, either 8-10am* or 9-11am
The morning of delivery you'll receive an SMS with your driver's name/number, as well as an ETA.
*On really busy days order may arrive earlier than 8am.
What is the cost of delivery?
My party is at a restaurant - can you deliver there?
Yes. If you have a party or function at a restaurant, pub, club or function centre, we can deliver your order straight there and we'll let you know once the order is delivered via SMS.
What if there’s no one there?
If there is no one to accept a delivery at the specified address and time, the driver will call the contact number registered with the order for instructions. If contact can’t be made, the order will most probably be returned to our kitchen.
Please note that our drivers usually cannot wait more than 10 mins at a delivery destination.
We do not offer a re-delivery service. If an order cannot be delivered for any reason, it must be picked up from Looma's factory within 3 days of the delivery date. E.g. if the delivery day was a Wednesday, the order must be picked up before Sat close of business.
Are any of your cakes nut-free?
Do you offer vegan cakes?
Yes, see https://www.loomas.com.au/vegan-cakes/.
Are any of your products gluten free?
Can I get a custom message added to my cake?
Yes - normally up to 6 or 7 words can be written.
Can I pick up my order from Looma’s kitchen?
Sure you can. You can select pick up if you order online or you can walk into our factory and purchase on the spot. Our cake factory at Bankstown is open to the public. Our cakes are available for purchase in-store without a pre-order.
Can I cancel my order?
We accept cancellations and will provide full store credit refund if order is cancelled before 5pm on business days
- Orders placed after 5pm for next day cannot be cancelled
We do not offer cash refunds
In Australia, collection and handling of personal information is regulated by the Privacy Act 1988. Personal information is basically information or an opinion which can identify you.
Looma’s believes that privacy is an important individual right and understands that privacy is important to you. The purpose of this Privacy Statement is to explain how we may collect personal information about you, and how we might use, disclose and handle that personal information.
2. Collection of personal information
Looma’s needs to collect your personal information in order to provide customers with our goods and services in and to receive payment for the goods and services provided. Personal information collected may include your name, email address, contact phone number, and credit card details. All credit card information is destroyed at a specified time in accordance with general banking practice.
Sensitive information about you will not be collected without your consent (such as details of your race, political beliefs, religion or health).
3. How we use your personal information
We generally use your personal information for the purpose for which it is collected, except as outlined in this section.
We may use personal information for business purposes which are closely related to the primary purpose of collection. From time to time your contact information may also be used to update you on new products and product promotions/specials. Looma’s will always allow customer to elect not to receive further marketing information from us. Please notify us at email@example.com if you don’t want Looma’s to use your personal contact information for marketing and promotional purposes.
All personal information has been collected in accordance to that stated in this policy unless prior consent is obtained from our customers. In some cases we may specifically request a consent form to be signed. In other cases, consent may be implied (e.g. where an individual gives us information after being fully advised of how it will be used).
4. How we disclose your personal information
In some instances in order to supply Looma’s products and services we may need to disclose your personal information to other external parties such as ;
Personal information collected by us may be disclosed to third parties with whom we contract such as our Delivery partner. If we do disclose personal information to third parties, we take steps to ensure that those third parties:
• comply with the National Privacy Principles as contained in the Privacy Act when they handle your personal information, and
• are authorized only to use personal information in order to provide the services or to perform the functions required by us.
• Ensure they do not withhold or publicize your personal information.
(b) Disclosures required by law
For legal reasons, other disclosures may need to be made to law enforcement agencies, government agencies, courts or external advisors or in accordance with other laws. We do not sell, rent or trade personal information to or with third parties.
5. Privacy on our websites
This policy applies equally to any personal information we collect via our website, www.loomas.com.au Apart from personal information you provide to us intentionally (e.g. where you place an order), there is other information that Looma’s collects via our website. When you visit our websites our server makes a record of your visit and logs the following personal information:
• your server address;
• your top level domain name (e.g. .com, .gov, .au, .net, .edu, etc.);
• the time and date of your visit to the website;
• the pages and documents you have accessed or viewed; and
• the type of browser you are using
Cookies may be used on some areas of our website. A cookie is a small amount of information stored on your computer by a server. This information is sent by your browser to a server whenever you visit that server again. Cookies are used to remember your browser between page visits. The cookie identifies your browser and not you personally.
If you are concerned about cookies, most browsers now recognise when a cookie is offered and permit you to opt out of receiving it. If you are not sure whether your browser has this capability, you should check with the software manufacturer or your internet service provider.
6. Security of your personal information
We take all reasonable steps to ensure that the information (including personal information) we hold is not subject to loss, misuse or unauthorized access or alteration. We only permit your details to be accessed by authorized personnel.
7. Access to your personal information
In most cases, the Privacy Act gives you the right to gain access to personal information that Looma’s hold about you. All requests for access to your personal information can be sent to firstname.lastname@example.org.
We will deal with all requests for access to personal information as quickly as possible. Requests for a large amount of information, or information which is not currently in use, may require further time before a response can be given. Please note that we are entitled to charge you the reasonable costs which we incur in complying with such a request for access.
In some cases, consistently with the Privacy Act, we may refuse to give you access to personal information we hold about you. This includes circumstances where giving you access:
• would have an unreasonable impact on other people's privacy;
• would prejudice an investigation of unlawful activity; or
• would prejudice activities carried out by, or for, a law enforcement agency.
If we refuse to give you access we will provide you with reasons for our refusal.
Personal information that is inaccurate, incomplete or out of date will be instantly updated once you have notified us of these changes. If we disagree with you about the accuracy, completeness or currency of a record of your personal information held by us, we will take reasonable steps to associate with that record a statement to the effect that you claim this to be the case, if you request us to do so.
If you would like to know more about your rights under Australian privacy laws, please see the Privacy Commissioner's website at www.privacy.gov.au
We may make changes to this Privacy Statement from time to time. This Privacy Statement was last updated in April 2009.