FAQs
What is the step-by-step process of placing an order with Puffy’s Bakehouse?
- Select your flavour of preference.
- Select your pickup date via our date picker.
- Make your payment at checkout.
- Visit our store location: 📍382 Little Collins Street, Melbourne VIC 3000
- Tell one of the staffs your name for the order pickup to collect your cake!
Pickup & Delivery
What are your pickup hours?
Our available pickup hours are:
- Monday - Thursday: 8am-3pm
- Friday - Saturday: 8am-10pm
What is the address of the pickup location?
📍382 Little Collins Street, Melbourne VIC 3000
What happens if I’m late to pick up my order?
If you’re unable to make it to your scheduled pickup time, no worries at all! You’re welcome to collect your cake the following day. Please let us know via Instagram DM or email so we can keep it safely for you 🤍
Is there any available parking nearby?
Yes! There’s a Wilson’s Parking located at 350 Collins Street, just under a one-minute walk from our store.
Alternatively, you may drive up a narrow road McKillop Street (right outside our store), however please note the street is closed between 11am-3pm daily!
If you’re lucky, you may also be able to find street parking directly out front the store.
Do you offer delivery?
At the moment, we don’t offer deliveries but you’re very welcome to arrange a courier service such as Uber to collect your order on your behalf!
Do you offer same-day pickup?
We kindly require orders to be placed a minimum of 4 days in advance (the earlier, the better for us!). For Friday’s, same-day pickups may be available for selected flavours, so please contact us via Instagram DM or phone call to confirm.
Storage and Shelf Life
How long do your cakes last?
Our cakes are best enjoyed fresh and can be kept for up to 3 days. To maintain freshness, we recommend storing your cake in an airtight container in the fridge.
Ingredient & Allergen Information
Do your cakes contain alcohol or gelatin?
Some of our cakes do contain alcohol and/or gelatin, so they may not be suitable for halal diets. If you’re unsure about a specific flavour, please feel free to reach out to us before ordering and we’d be more than happy to help!
Do you have any gluten-free, vegan, vegetarian or dairy-free options?
At the moment, we don’t offer gluten-free, vegan, vegetarian, or dairy-free options. All of our desserts are made with traditional ingredients such as dairy, eggs and/or flour.
Do your desserts contain nuts?
Some of our desserts contain almond flour; however, we do not use peanuts in our products.
Cancellations, charges and refunds
Can I cancel my order?
You’re welcome to cancel your order up to 2 days prior to your pickup date. After this period, we’re unable to offer cancellations as your cake will already be in preparation. We kindly ask that you collect your order as arranged.
If a cake has not been collected for more than 2 days following the pickup date, the order will be forfeited and no refund will be issued.
What if there’s an issue with my order?
If there’s any issue with your order, please reach out to us as soon as possible and include a photo so we can look into it for you. We’ll always do our best to help and will assess each case individually to determine a suitable resolution, including a refund where appropriate.
For any other questions, you’re welcome to shoot us an email, Instagram DM or give us a call during operating hours. We’d be more than happy to help! 🤍