DELIVERY AND PICKUP INFORMATION
Last Updated: 3rd December 2025
Overview
At Pastels, we offer both pickup and delivery services to ensure you receive your handcrafted desserts fresh and in perfect condition. This page provides detailed information about our collection and delivery options, responsibilities, and important guidelines.
Pickup Service
Pickup Location
All pickup orders must be collected from our location in New Lynn, Auckland, New Zealand. The exact pickup address will be provided in your order confirmation email.
Pickup Time Slots
Pickup times are scheduled at the time of order confirmation. We offer specific time slots throughout the day to ensure we can provide you with personal attention and ensure your order is ready. Your designated pickup time will be confirmed in writing once your order is placed and payment is received.
Punctuality
Please arrive within 15 minutes of your scheduled pickup time. If you are running late, please contact us as soon as possible at info@pastels.nz or by phone. Orders not collected within 2 hours of the scheduled pickup time may be considered abandoned, and no refund will be issued.
What to Bring
Please bring a copy of your order confirmation (digital or printed), valid photo ID if requested, and a suitable vehicle and transport container for your order. We recommend bringing a flat surface in your vehicle and boxes or carriers to transport cakes safely.
Inspection at Pickup
You are strongly encouraged to inspect your order before leaving our premises. Check that the design matches your expectations, verify the size and quantity, and look for any visible damage or concerns. Once you leave with the order, responsibility transfers to you, and we cannot be held liable for damage occurring during transport or after collection.
Who Can Collect
Orders may be collected by the person who placed the order or an authorized representative. If someone else is collecting on your behalf, please inform us in advance and provide their name. They may be asked to provide ID and the order confirmation details.
Delivery Service
Delivery Areas
We offer delivery services within Auckland and surrounding areas. Delivery availability depends on distance, delivery date, and our schedule. Please confirm delivery availability when placing your order.
Delivery Fees
Delivery fees are calculated based on distance from our New Lynn location, the size and complexity of your order, delivery time requirements (e.g., early morning or specific time windows), and demand for the requested delivery date. Delivery fees will be quoted and agreed upon before order confirmation and are non-refundable.
Delivery Scheduling
Delivery times are scheduled at the time of order confirmation. We will provide an estimated delivery window (e.g., between 2:00 PM and 4:00 PM). Please note that delivery times are estimates only and are subject to traffic conditions, weather, road closures, and other factors beyond our control.
Delivery Timing
While we make every effort to deliver within the estimated time window, we cannot guarantee exact delivery times. We recommend allowing flexibility in your event schedule to accommodate potential delays. We are not liable for any losses, damages, or inconvenience arising from delivery delays.
Delivery Address Requirements
It is your responsibility to provide a complete and accurate delivery address, including: street address, unit or apartment number, access codes or gate codes, contact phone number (someone who will be available at the delivery address), and any special delivery instructions (e.g., "Use rear entrance," "Call upon arrival").
If we are unable to complete delivery due to incorrect, incomplete, or inaccessible address information, re-delivery may incur an additional fee, or you may need to collect the order from our New Lynn location.
Recipient Availability
Someone must be present at the delivery address to receive the order. We do not offer "safe place" or unattended delivery for food safety and quality reasons. If no one is available at the delivery address when we arrive, we will attempt to contact you using the phone number provided. If we cannot reach you or arrange immediate collection, the order may be returned to our location, and you will need to arrange pickup or re-delivery (additional fees apply).
Delivery Handover
Upon delivery, we ask that you or your representative: inspect the order for any visible damage or discrepancies, confirm that the correct items have been delivered, sign or acknowledge receipt if requested, and provide a safe, flat surface for us to place the order.
Once the order is handed over and delivery is complete, responsibility for the product transfers entirely to you.
Delivery During Adverse Weather
In cases of severe weather (heavy rain, storms, extreme heat, or other hazardous conditions), we may need to delay or reschedule delivery for the safety of our delivery personnel and to protect product quality. We will contact you as soon as possible to arrange an alternative delivery time or offer pickup as an option.
Apartment and Multi-Story Buildings
For deliveries to apartments or multi-story buildings, please ensure that: access codes or intercom instructions are provided in advance, elevators are available and accessible (we cannot carry large or heavy orders up multiple flights of stairs), and someone is available to meet us at the building entrance or apartment door.
If building access cannot be arranged, you may need to meet us at the ground floor or lobby.
Transfer of Risk and Responsibility
When Responsibility Transfers
Whether you choose pickup or delivery, risk and responsibility for the product transfers to you at the moment of handover. This means: for pickup orders, when you take possession of the product at our premises; for delivery orders, when the product is handed over to you or a person at the delivery address.
Your Responsibilities After Handover
Once the product is in your possession, you are solely responsible for: transporting the product safely (for pickup orders), storing the product in appropriate conditions (refrigeration if required), handling the product carefully to prevent damage, serving and consuming the product within the recommended timeframe, and ensuring food safety and hygiene.
Our Limitation of Liability
After handover, we are not responsible for: damage caused during customer transportation, spoilage or deterioration due to improper storage or handling, damage caused by dropping, tipping, or rough handling, exposure to extreme temperatures or direct sunlight, late arrival at your event due to your transportation delays, or allergic reactions or health issues arising from consumption.
Transportation Guidelines for Pickup Orders
Safe Transport Tips
To ensure your order arrives at your destination in perfect condition, we recommend:
Vehicle Preparation: Clear a flat, stable surface in your vehicle (back seat or cargo area), turn on air conditioning in warm weather to keep the vehicle cool, and avoid placing items on car seats that slope or are uneven.
Securing the Order: Place cakes and desserts on a flat surface, use non-slip mats or towels underneath boxes to prevent sliding, never place orders in the trunk (boot) where temperature and movement cannot be controlled, and avoid sudden stops, sharp turns, or rough driving.
Timing: Plan to transport your order as close to your event time as possible to minimize time in the vehicle, avoid leaving the product in a parked car, especially in warm weather, and drive directly to your destination without detours.
Handling: Carry boxes and cakes with both hands, keep the order level at all times, and avoid tilting or tipping the box.
Transporting Tiered or Tall Cakes
Tiered or tall cakes require extra care. Some cakes may need to be transported in separate tiers and assembled at your venue. We will provide assembly instructions if required. If you are uncertain about transporting a tall or complex cake, please ask us for advice at the time of pickup.
Product Handling and Storage After Delivery/Pickup
Immediate Storage
Upon receiving your order, store it immediately in appropriate conditions. Most cakes and desserts should be refrigerated unless otherwise instructed. Keep products away from direct sunlight, heat sources, strong odours, and humidity.
Refrigeration
Unless otherwise specified, cakes with buttercream, cream cheese frosting, fresh cream, custard, or fresh fruit should be refrigerated immediately and kept at 4°C or below until serving.
Room Temperature for Serving
For best flavour and texture, remove cakes from refrigeration 30-60 minutes before serving to allow them to come to room temperature. However, do not leave perishable products unrefrigerated for more than 2 hours for food safety reasons.
Shelf Life
Products should be consumed within [INSERT TIMEFRAME] of pickup or delivery unless otherwise specified. Refer to any specific storage or consumption instructions provided with your order.
Special Delivery Requests
Early Morning or Late Evening Delivery
We may be able to accommodate early morning or late evening deliveries for an additional fee and subject to availability. Please discuss your requirements when placing your order.
Event Venue Delivery
If you are having your order delivered to an event venue (e.g., wedding venue, function hall, restaurant), please ensure that: the venue is expecting the delivery and has a designated person to receive it, there is a safe, refrigerated storage area if the delivery is made in advance of the event, and you provide the venue contact person's name and phone number in your delivery instructions.
Setup and Assembly
We do not generally offer setup or assembly services at event venues. If your cake requires assembly (e.g., stacking tiers, adding fresh flowers or toppers), this will need to be arranged separately. We can provide instructions or recommend professional cake decorators for on-site setup if needed.
Contact During Delivery
Delivery Updates
For delivery orders, we will contact you if there are any delays or issues during delivery. Please ensure your phone is available and that the contact number you provided is correct.
Lost or Missing Orders
If your order has not arrived within 30 minutes of the estimated delivery window, please contact us immediately at info@pastels.nz or by phone. We will investigate and provide an update as quickly as possible.
Damaged or Incorrect Orders
Reporting Issues
If there is visible damage to your order at the time of handover, or if you believe the wrong items have been delivered, please notify us immediately before we leave (for delivery) or before you leave our premises (for pickup).
We will assess the issue and determine an appropriate resolution, which may include repairing minor damage, offering a partial refund, or remaking the order if time permits.
Time Limit for Complaints
Complaints about damage or errors must be made at the time of handover or within 1 hour of pickup/delivery. After this time, we cannot accept responsibility as damage may have occurred during transportation or handling in your care.
Cancellations and Rescheduling
For information about cancelling or rescheduling your pickup or delivery, please refer to our Cancellation and Refunds Policy page.
Contact Information
If you have questions about pickup or delivery, need to reschedule, or have any concerns, please contact us:
Pastels
Email: info@pastels.nz
Website: www.pastels.nz
Location: New Lynn, Auckland, New Zealand