Frequently Asked Questions

Ordering

How do I place an order?

Ordering your Custom Icing edible images is easy. 
We are here to help if you find you have some questions along the way. 

  1. Select the shape/size Custom Icing or wafer you would like.
  2. Select your file providing method (Upload, email) or click on Start Designingto create a design.
  3. Enter the quantity and then add the product to your cart.
  4. Once all items you wish to order are in your cart, proceed to checkout.
  5. Enteryour delivery details, select a shippingmethod and process your payment.
  6. And your DONE!

You will receive an email confirming your order and providing your with an order number within a few minutes.


If you have any questions or concerns about an order, please contact us.  



How long does it take to make a Custom Icing order?

Place your order via our website, before 11am AEST/AEDT and your order will leave us the same business day

Bulk orders take longer to make and cannot leave us the same day.
Please contact us for specific details. 

AEDT/AEST is the time zone for Melbourne/Sydney/Hobart, Australia. 


(See shipping Delivery FAQ's for transit info.)

Do I have enough time?

Please allow at least 2-3+ business days transit time after dispatch for your order to arrive if you select an express delivery method. 

If you select a regular parcel method or Snail Mail, you will need to allow 10 business days

We do have allowance for Super Urgent Orders for a limited number per day. 


Orders placed before 11am AEST/AEDT leave us the same business day. We GUARANTEEthis!


This is a guide only and is not a guaranteed time frame due to the nature of freight and the possibility of rare, unforeseen and uncontrollable events that the freight company could experience that could delay the delivery. 


We always recommend ordering for your event in plenty of time, for example 2 weeks out from the date of the event.  Be sure that you allow enough time for your order to arrive as there are no refunds for late freight as it is not under the control of CustomIcing at all. 


Got some questions?  Please contact us! 

Can I have a different image on each cupcake icing circle?


Yes! 

You can have each Custom Icing cupcake circle a different image/photo if you like. This can be ordered by using our Design Your Own tool (see details below) or we can create the print for you.  It is $2 per each additional image for us to create the multiple image special order for you.  This special order needs to be placed via email to us. 


To place an order for more than 1 image per sheet of cupcake toppers, use our Design Your Own tool as there are not additional cost.  We provide the Design Your Own tool FREE for you to use!

It's easy to use. Upload your images and arrange them in the template exactly as you require them. Preview your layout before adding the item to your shopping cart. 

There are instructions on how to use the Design Your Own tool, directly under the design area.

To START DESIGNING your Custom Icing edible image cupcake toppers with a different image for each icing circle CLICK HERE!



Will my image be stretched or distorted to fit the icing?


No, never.

We will not stretch an image or squash an image out of proportion to fit it within the shape/size icing ordered.
An image maybe slightly cropped to fit, but will always remain in the correct aspect ratio. 

If you want your image to be stretched or squashed to fit within the icing dimensions, please be sure to add this instruction with your order as it will not be done otherwise.

Can I place an urgent order?

If you have missed our 11am AEST/AEDT cut off time  for your order to leave us the same business day or need an order dispatched today ASAP, please follow these steps:

Yes, most days we can accept Super Urgent orders.  


  1. The cut off time for placing a Super Urgent order is 1:30pm AEDT/AEST.
  2. Urgent orders must be booked in  with us, as there is a limit  to the number we can accept each day.
  3. A Queue Jump product must  be added to your shopping cart with the other products you wish to order.
    This enables us to catch your order as soon as it is placed and immediately  move it to production ahead of all other orders.
  4. For bulk orders, Super Urgent Queue Jumps must be arranged with the Manager via email, and not placed via the website as bulk orders must be checked for timing to fit within the days production schedule. 


IMPORTANT NOTE:

Please contact us before  placing a Super Urgent Queue Jump order if it is past 1:30pm,  to see if there are any available Queue Jump places left for today. 
If a Queue Jump order is placed after 1:30pm without prior approval from us, it will not be processed and will be cancelled then refunded within 3 business days. 


REMINDER:
Delivery will occur in 2-8+ business days, depending on your location.  Be sure to select an express shipping method for this fast transit time.   
If a delivery is delayed, this is entirely beyond the responsibility of Custom Icing and a refund will not be issued.
Placing a last minute order is entirely your choice to do so and is made at your discretion with the information and full disclosure we provide. There is no guarantee for delivery date or delivery time given to any order placed. 
This is in accordance with Australian Consumer Law for supply and transport of ordered goods via a 3rd party carrier. 

When should I place my order?

We recommend ordering your Custom Icing edible images about 2 weeks out from the date of your event. 

Once you have received your order, store it in the pantry according to the instructions provided in the parcel.


Remember: 

Orders placed before 11am AEDT/AEST will leave us the same business day. Guaranteed! 

Can you match a colour I need for my cake design?

Short answer:
Yes, we can.  We do our very best for you. 

Long (important) answer: 
There is not a straight forward answer to this because making Custom Icing edible images and Edible Printed Wafer is not an exact science as we use 100% edible food grade materials, not professional printing stock and ink like is used for offset perfect colour matched printing.  

We do however, always do our very best to achieve the closest possible colour match to the image/design that you provide with your order. Please note that "hot colours" and "fluro colours" do not retain their super vibrancy when applied to edibles. 

If you need a colour matched for your cake design, please always contact us first before placing your order as there will likely be more detailed information along with a sample required for us to be able to do our best to achieve the colour you are after. 

Also, please note when purchasing our "ready made" designs, that your screen, the setting of your screen and other factors mean that the colour you see will not be 100% exactly the same as the colour of the item you receive. This is completely beyond our control. We do all we can to have our product colours best represented for the vast majority of screens and settings. 

Please be sure to contact us with any questions.
We are here to help you achieve the best cake and dessert decorations! 

What type of image file do I need?

The best file types to use are JPG.

For best results:
 
Use an image/photo/logo that has a white or light coloured background.
For photos, ensure that they do not have dark shadows on the photo subject. 
If unsure, please contact us before ordering. We are here to help. 

Image resolution recommended is 300dpior at least 1000pxon the shortest side of the image is usually sufficient.
A 2MB size image file is usually big/clear enough to create a Custom Icing edible image. 

Image file size: If your image file is more than 2MB please email  the file once you have placed your order
OR
Use our Design Your Own tool when ordering as the maximum size image file you can upload is 5MB.

We can use PDF files too. Please ensure your PDF size matches the icing sheet dimensions.  
NOTE: PDF files cannot be uploaded to use with our Design Your Own tool. 


IMPORTANT NOTE: MS Word Documents are not recommended. Contact us. 

Often the formatting is lost when the file is opened on a different computer than the one the file was created on. 
If you provide a MS Word Document with your order it will add at least 1 business day to the processing time as we will need to convert the file and email it to you for you to confirm that the formatting has remained or been lost. 




Do I need to crop my images first?

No, you don't have to crop the images you provide with an order for Custom Icing. 

If you have specific requirements for which part of an image you would like to be used to create your Custom Icing edible image, please add these instructions at checkout. 
OR
You could use our Design Your Own tool, to position your image exactly how you need it to be placed on the icing shape/size you select. 

If you provide a rectangle image and order a round Custom Icing, your image will only be cropped to fit the entire circle if none of the image subject will be lost once cropped to a circle. 



How do I place an order via email?

We can accept orders via email and these are the details that we require to be able to enter your order into our system and email an invoice with a link for payment to be made securely online to you:

  • Name & Surname
  • Contact number
  • Delivery address (No PO Boxes)
  • Order details (size, quantity)
  • Image files (attach to email)
  • Date order required for

IMPORTANT NOTE: 

The "time of your order" is the time that your order is completed (payment made) issuing you with an order number and an Order Confirmation email, NOT the time you send an email request to us. 

Order Acceptance Policy

Your receipt of an email, order number or other form of order confirmation or payment receipt does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. 

Image Cake Toppers Pty Ltd t/as CustomIcing reserves the right at any time after receipt of your order to accept or decline your order for any reason, including but not limited to, you have insufficient time for your order to arrive or have requested specifics that are not possible. 

If we so choose to act on our right to decline an order, you will receive a refund of any funds paid via a transaction reversal within 3 business days or 28 business days over the Christmas and New Year closure time. 

What are the estimated shipping costs?

We currently ship with Australia Post. 
If service levels are not acceptable from a freight carrier we will change as required for the best outcome for our customers, at no extra charge to the customer. 

  • For a single sheet we offer Snail Mail for $3.50 (excluding large sizes)
  • Express tracked delivery is from just $8.85 
  • Large items from only $14.90
  • Orders over $150 are shipped via express for FREE!


Please contact us BEFORE ORDERING if you have any questions about shipping or delivery. 

NOTE:
In accordance with the details shown in the Shopping Cart, adding questions and requesting for your order to have preferential treatment, WILL NOT make your order process any faster than the fast next business day dispatch we have. 


Delivery

How long does it take for delivery?

When you order on our website before 11am AEDT/AEST your order will leave us the same business day. 
Excluding bulk orders, which has a production time of 2-3+ business days.
Wafer Card products also may require an extra day to make.

Ensure you allow sufficient time for postage/transit for your order to arrive when you require it.
Placing a last minute order within 6 business days of your event, is at your risk of any freight or mail delays, not ours. You are responsible for allowing plenty of time for the order to arrive, including allowing for any possible freight or mail delays. 

Be sure to select the correct delivery method when placing your order.  If in doubt, contact us.We're here to help. 

We strongly recommend that you allow at least 1 extra business day just in case there is a delay in the mail or the freight transportation, as we have no control over this at all. 
Please note that there is no claim against CustomIcing for a late or lost Snail Mail or Australia Post Express item.  You select these shipping methods at your risk, not ours. 


Transit times advised begin the next business day after dispatch.
The day of dispatch is not a transit day, it is the day he order leaves us. 

Australian locations:

  • DX Express  - 2+ business days transit (not always available - seasonal)
  • Toll Priority - 2+ business days transit (not always available - seasonal)
  • Snail Mail - From4 to 10+ business days (Yes, 10 (ten) business days. At your risk, not ours!) 
  • Australia Post Express Post- 4 to 8+ business days (At your risk, not ours!)

International locations:

  • Air Mail - 12+ business days
  • Express - From4 business days (Contact us for a transit time check before placing your order.)

What does "dispatched" mean?

Dispatched = Your order has been collected from our premises and is with either Australia Post or freight company. It is now in transit to you via the delivery method you selected and checkout when placing your order. 

Dispatched does not mean "delivery". 

Which delivery method do I choose?

Please make sure you select the delivery method that will arrive within the time frame you have.

Pricing guide: 

  • Snail Mail from $3.50  (Available for orders up to $40 only, excluding large sizes)
  • Tracked Express from $8.85
  • Large item (A3 & 24cm) from $14.90
  • FREE express delivery for orders over $150.

PLEASE NOTE: 

As of 21st May 2020, we are no longer offering Toll options, DX Express or Toll Priority options. This is due to the consistent late delivery and well below acceptable customer service that Toll Transport Pty Ptd as a company continue to provide their customers (us) and receivers (you).  From time to time we may try offering Toll shipping options again to see if they have improved or not. 

What is "DX Express"?

DX Express is a division of Toll Priority and part of the Toll Holdings group of companies. 
They have a faster and more reliable express delivery network than Australia Post and reach 30% more of the population with overnight/next business day delivery than Australia Post. In addition to this they are almost half the price when comparing Express Post eParcel rates. We pass these savingsonto you.

We highly recommend DX Express (and Toll Priority) to all our clients. 

UPDATE:
As of 21st May 2020, we are no longer offering Toll options, DX Express or Toll Priority options. This is due to the consistent late delivery and well below acceptable customer service that Toll Transport Pty Ltd as a company continue to provide their customers (us) and receivers (you).  From time to time we may try offering Toll shipping options again to see if they have improved or not.

What is a Queue Jump product?

A Queue Jump is a product that you add to your shopping cart if you need to place a Super Urgent order. 

Super Urgent orders are processed as a priority for dispatch/postage the same business day they are received.
Orders placed from 11:01am to 1:30pm can have a Super Urgent Queue Jump added to enable same day dispatch. 
Once you have placed your order you need to contact us to confirm your booking of a Queue Jump by providing your order number. 

An express delivery method must be selected at checkout to enable the fastest possible delivery transit time of the Super Urgent order. Which is an average of 2-3 business days with Express Post to most locations. 

PLEASE NOTE:  In the rare event of there being a delay in delivery, CustomIcing is not liable or responsible for any losses. Unforeseen events that cause freight and transport delays are not and cannot be insured against and are not refundable. This is in accordance with Australian consumer law.

Where is CustomIcing.com.au located?

We are a 100% online  business based in the beautiful NSW Riverina region, Australia. 
Our post code is 2655, if you would like to check your transit time on the Australia Post website for example. 

Delivery is available to all Australian locations and all around the world. 

Orders placed before 11am AEST/AEDT, leave us the same business day, regardless of your location.

Can I come and collect my order?

We do not offer an order collection service.

Is international shipping available?

Yes, we ship to most countries. 

Specific information for USA orders can be found HERE.

Shipping is calculated at checkout. 

If you find your country is not listed, please contact us for a shipping quote. 

How do I track my delivery?

Contact us for assistance.

DX Express and Toll Priority:

Enter your tracking number (provided to you via email) on Toll's website:
mytoll.com

Express Post and eParcel:
Enter your tracking number (provided to you via email) on Australia Post's website:
auspost.com.au/parcels-mail/track

Economy Snail Mail (10+ business days)
This delivery method does not have tracking or insurance available.  
Your order will reach you like a regular letter in the mail.  

Are deliveries insured against delay or loss in transit?

All Australia Post options are uninsured.
No claim for compensation for late delivery or loss in transit can be made.
We can provide you with proof of postage as we have a mail collection every business day.


Toll Priority and DX Express are not insured.
If you believe you have reason to seek a claim, please contact us ASAP (within 2 business days of the ETA) and we will assist you by contacting Toll to investigate the situation on your behalf.
We have a wonderful working relationship with Toll built up over almost a decade.  

UPDATE:
As of 21st May 2020, we are no longer offering Toll options, DX Express or Toll Priority options. This is due to the consistent late delivery and well below acceptable customer service that Toll Holdings as a company continue to provide their customers (us) and receivers (you).  From time to time we may try offering Toll shipping options again to see if they have improved or not.


Delivery dates and times are not able to be 100% guaranteed.
On very rare occasions mail and freight can be delayed and this is completely beyond our control and responsibility. 
No refunds are given for late deliveries unless under exceptional circumstances found after a thorough investigation with the freight company. For example: Freight company error. 

If your order has not arrived by the anticipated date of delivery, you must contact us right away, within 1 business day of the estimate delivery date passing. 
By not contacting us or the freight company, you significantly reduce the options available to you to rectify any issues or delays that could have occurred with the item.

NOTICE:  In the rare event of there being a delay in delivery, CustomIcing is not liable or responsible for any losses.
Unforeseen events that cause freight and transport delays are not and cannot be insured against and are not refundable. 

REMINDER: By placing an order on this website you are agreeing to all the details, information, terms and conditions as outlined herein.
Failure to read any or all of the information provided does not qualify you for a refund or reimbursement.
This extends to and includes the product usage instructions. 

This policy is in line with and according to Australian consumer law and reviewed annually or as the legislation changes to ensure accuracy. 

How are Custom Icing orders packaged?

We take great care to package our orders very well to ensure they arrive in ready to use condition. 

They are sealed in plastic and packed into a thick cardboard envelope or box. 

We ship all around Australia and around the world and have only ever had 4 items damaged in transit in almost 13 years and tens of thousands of items sent. We are very happy with this and are sure you will be too.

Do you have free shipping?

Yes, we have FREE SHIPPING for all orders over $150.

These orders are dispatched via Express with tracking. 

Shipping Policy

Orders placed before 11am AEDT are dispatched the same business day. 

The time zone AEDT/AEST is for Sydney/Melbourne/Canberra/Hobart, Australia. 

It is the purchasers responsibility to select the correct delivery method for their location and available time frame.

Please see the homepage of our website for any exceptions to dispatch days. For example: Christmas time.

Changes to orders can only be made before the order has been processed.
Please contact us ASAP if you need to make any changes to your order.
All changes must be made in writing via email and confirmed by CustomIcing via reply email. 

All delivery and transit times provided by CustomIcing are to be considered as an estimate. 

Custom Icing cannot and will not be held responsible for items once they have been dispatched from our premises, in accordance with Australian Consumer Law the retail legislation. 

If a signature on delivery was requested (when Toll Priority is the chosen delivery method) please ensure there will be someone at the delivery address to accept the item. 
If a wrong delivery address is given, this can also cause a re-delivery charge if the delivery driver cannot contact you in a timely manner to avoid having to take your parcel back to the freight depot. 
Toll Priority is a courier service and missed deliveries incur a re-delivery fee of $25 payable by the receiver. Custom Icing does not cover re-delivery fees. No exceptions. Fees are due and payable by the receiver immediately upon invoice. 

All Australia Post options are uninsured
No claim for compensation for late delivery or loss in transit can be made. 
We can provide you with proof of postage as we have a mail collection every business day.


Toll Priority and DX Express are not insured
If you believe you have reason to seek a claim, please contact us ASAP (within 2 business days of the ETA) and we will assist you by contacting Toll to investigate the situation on your behalf. 
We have a wonderful working relationship with Toll built up over almost a decade.  

UPDATE:
As of 21st May 2020, we are no longer offering Toll options, DX Express or Toll Priority options. This is due to the consistent late delivery and well below acceptable customer service that Toll Transport Pty Ltd as a company continue to provide their customers (us) and receivers (you).  From time to time we may try offering Toll shipping options again to see if they have improved or not.


Deliveries are not able to be 100% guaranteed. 
On very rare occasions mail and freight can be delayed and this is completely beyond our control and responsibility.  
No refunds are given for late deliveries unless under exceptional circumstances found after a thorough investigation with the freight company. For example: Freight company error. 

If your order has not arrived by the anticipated date of delivery, you must contact us right away, within 1 business day of the estimated delivery date passing. 
By not contacting us or the freight company you significantly reduce the options available to you to rectify any issues or delays that could have occurred with the item.

NOTICE:  In the rare event of there being a delay in delivery, CustomIcing is not liable or responsible for any losses. 
Unforeseen events that cause freight and transport delays are not and cannot be insured against and are not refundable. 

REMINDER: By placing an order on this website you are agreeing to all the details, information, terms and conditions as outlined herein. 
Failure to read any or all of the information provided does not qualify you for a refund or reimbursement. 
This extends to and includes the product usage instructions. 

This policy is in line with and according to Australian consumer law and reviewed annually or as the legislation changes to ensure accuracy. 




Products

How long can edible images be stored for?


Storage times for Custom Icing Edible Images and Custom Edible Printed Wafer do differ.  See details below:


Custom Icing edible images
can be stored for up to 3 months if need be. 

It is possible to store for longer, however we only recommend up to 3 months due to the wide variables in environmental factors in different locations around Australia, and the world. We ship orders everywhere!


Store air tight in the pantry, away from moisture, humidity and direct light. 


Custom Icing edible images do not contain any ingredients that spoil, so they do not have a best before date or a use by date
You can order ahead of time and save on the delivery cost when ordering more than one edible image at a time. 

Custom Edible Printed Waferhas an even longer storage time, up to 2 yearsis our recommendation.

Store it air tight, away from moisture and humidity.
Be sure to keep out of direct lightas wafer can easily fade in a short amount of time if left unprotected from light. 

Are all edible images the same?

No.  They certainly are not. So be very careful. 

Here at CustomIcing we import from all over the world only the best materials and equipment currently available. 

We do not re-sell our materials or equipment. We source for our specific requirements using our 13 years of experience and expertise in producing edible images. We strive constantly to be the best, most reliable and fastest in the business, year after year.  

To this day we have never ever let a client down due to "broken equipment" or "running out of icing sheets". Not even once. The honest to goodness truth.  Such a huge achievement for us and one that we wear with so much pride and admiration of our dedicated staff. 

You can expect the best from CustomIcing. Give us a go!

Here is an excellent example sent in from a client.  Pictures say a thousand words...





What size Custom Icing edible images are available?

We currently have 13 different shapes/size of Custom Icing for you to choose from:

ICING SHEETS:
Large A3 - 40cm x 25cm
Medium A4 - 25cm x 19cm
Small A5 - 19cm x 11.5cm


ICING CIRCLES: (diameter)
Large 24cm
Medium 19cm
Small 15cm

CUPCAKE SIZES: (diameter & QTY per sheet)
5.5cm x 12
4.8cm x 20
3.8cm x 30
3cm x 35


SPECIALTY SIZES:
Little Round x 6 (8cm)
Business Card x 10 (9cm x 4.8cm)
Side Strips x 3 (26.5cm x 6.5cm)


WAFER PAPER & WAFER CARD
A4 and A3 sheets.

If you have a size requirement that is different to those listed here, please contact us.





What are Custom Icing and wafer edible images made from?

Our Custom Icing edible images are made with real sugar icing or premium wafer sheets and the best quality food colouring that we source from specialist manufacturers around the world.

All out product are Gluten Free, Dairy Free, Egg Free, Nut Free!

Full ingredients are listed below:

ICING:
Water, Cornstarch, Corn Syrup, Corn Syrup Solids, Cellulose (plant based), Sorbitol, Glycerine, Sugar, Canola Oil, Gum Arabic, Polysorbate 80, Vanilla, Titanium Dioxide, Citric Acid

WAFER PAPER & WAFER CARD:
Potato starch, Olive oil, sweetener (sucralose), vanilla.

FOOD GRADE EDIBLE INK:
Water, Glycerin, Ethanol, Colours: E102, E122, E124, E127, E133


PLEASE NOTE: As with all food colouring, it is advised that consumption may have an adverse effect on the activity and attention of children, especially those that are sensitive to food additives. 

Is there a bulk order discount available?

Yes, we do offer a discount on orders of 2 (two) or more sheets of the same product purchased in a single transaction.

Our discount structure can be seen below the Add To Cart buttonof every product it is available with. 

Please contact us with any bulk order or multiple location delivery requirements you may have. 

Are Custom Icing edible images food allergy friendly?

Yes, they are.  Hooray!

Our Custom Icing edible images do not contain any know allergens. 

They are:

  • Gluten free
  • Egg free
  • Dairy free
  • Nut free
  • Vegan

 

How thick is the Custom Icing?

The icing is a thin piece of sugar, similar to the thickness of a piece of cardboard. Unlike cardboard though, it is very flexible and easy to work with. You can add birthday candles to a cake very easily without causing damage to the edible image. The candle will easily go through the Custom Icing sheet.

Over time (about 20 minutes or so), the icing sheet will mold to the frosting/fondant etc you have put on your cake for a seamless and fascinating effect for your special cake that will remembered for years to come by your guests.

If you need your edible images to "stand up" on cupcakes for example, you will need to adhere the Custom Icing edible images to fondant and allow it to dry/harden. 



Are Custom Icing edible images Kosher?


Yes, they are. 


Please see the 3 pages of the Kosher Certificate we have obtained from the product manufacturer based in the USA.


Please contact us if you require any additional information or details. 

Payment methods

How can I pay for my order?

Orders are placed on our website and the payment methods available at checkout are:

  • Credit Card (Visa & Mastercard)
  • PayPal (including American Express)
  • AfterPay - "Shop Now. Take Now. Pay it in 4." More info
  • zipPay - "Buy Now, Pay LaterMore info
  • Direct Deposit - Contact to arrange a direct deposit order. Funds must clear into our account before order is created.

I am a business owner, can I set up an account?

We only provide account terms to our loyal business customers. 

If you believe you fit this group, please contact us to request an account.



Can I pay via cheque?

It has been many years since we have accepted cheque payments. 

If you really need to pay by cheque, please email us and we will provide you with specific instructions to follow. 

What are your bank details for Direct Deposit payments?

Please contact us via email to arrange a direct deposit order. We will manually add your order to our system and provide you with an order number, you can then process payment online or in a bank branch in person. 


BSB: Contact us!
Acct: Contact us!
Name: Image Cake Toppers Pty Ltd
Reference: Your order number


Please allow 3-5 business days for funds to clear into our bank account.  
Orders are not made until payment has been received. No exceptions. 

Can I pay over the phone?

Yes, you can.  Not a problem at all. 

Once you have your order number, please call us during normal business hours

Phone: 1300 79 33 05 

A payment receipt will be issued via email within minutes of your payment.

Your order will leave us the next business day once payment received. 

General Info

Can any image be put onto icing or wafer?

Yes, any image/design/photo/picture provided with an order for Custom Icing or edible printed wafer can be put onto the shape/size icing or wafer you select. 

Most images are subject to copyright in one way or another. 

You will be required to acknowledge copyright of the image file that you provide and copyright remains the purchasing customers sole legal responsibility. 

If in doubt, please seek your own legal council, as we have done and continue to do. 
We are not permitted or qualified to provide advice on any image in relation to its copyright or ownership status.


The disclaimer you must agree to when placing an order and providing an image file for reproduction is shown below for your reference:

  • "I have the right to reproduce the image file/s uploaded or provided via email to CustomIcing. By placing this order, I accept full responsibility for copyright of the image/s and completely indemnify CustomIcing of any and all association or responsibility in relation to or surrounding my image/s provided with my order."


Is rice paper used to make edible images?

No, we don't use rice paper. 

Our Custom Icing edible images are made from either icing (sugar) or wafer (potato starch). 

Why won't my image upload?

If your image file is too big then your internet connection might time-out before the file upload has completed.

Please check you image files and make sure they are all under 2Mb.

If you are unable to reduce your image file size, please select the option to email your image files to us. This is done by replying to your Order Confirmation email and attaching the image files.  

I know what I want on the icing, can you design it for me?

Graphic Design work is not our main area of business, but we are happy to assist you with creating the Custom Icing edible image cake toppers you are after. 

Each design requirement is different, so please contact us with the specifics of what it is you want, and we will help you out.  

Please note there may be a fee involved (from $10) for major/time consuming image creation or print file creation. 

How do I store my Custom Icing edible image?

Once you have received your Custom Icing edible image, store it sealed in the plastic and put it in the cardboard envelope and into the pantry. 

Sugar does not like moisture/humidity so keep your Custom Icing away from steam/humidity/condensation etc. 
Keep in a cool dark and dry place. 

You can store your edible images for up to 3 months in the pantry if you need to.  We recommend using your edible images within 2 weeks of receiving them for best results. 

Custom Icing edible images do not have an "expiry date" because they do not contain ingredients that spoil when stored air tight.



How do I put the Custom Icing edible image on my cake?

We provide detailed and easy to follow instructions as well as handy tips with every order.  
Please be sure to read the instructions so that you do not damage your Custom Icing edible image.

Custom Icing edible images can be put onto buttercream, fondant, ice cream cake, etc.  

If you have specific requirements for your edible image, please contact us for advice. 

I can't find the answer to my question! Can you help me?

Yes, sure we can!

Please contact us via email, phone or live chat and we will assist with your enquiry. 



Company details

Refund Policy

Every effort is made by CustomIcing to ensure that customers are able to select the correct product, place their order correctly, provide correct order details, and select the correct delivery method. If you are in doubt about any of these you must obtain clarification from CustomIcing by way of contacting us. 

Ensure the product you purchase is correct for your requirements and you have allowed sufficient time for your order to arrive by the date of your event. Refunds are not given for reasons relating to delayed mail, freight transit delays or any other impact on delivery that is beyond CustomIcing's control.  If you believe CustomIcing has made an error with your order, please contact us within 14 days.

Ensure that the details provided with your order is accurate and correct. This includes but is not limited to, image files, text additions, names, delivery addresses, phone numbers, email addresses. Refunds are not given when customer error is the cause of incorrect product in any way shape or form.  If you believe CustomIcing has made an error with your order, please contact us within 14 days.

Ensure that you read and follow the instructions provided with your order. Failing to do so will cause you to damage your Custom Icing edible image or you may not be able to successfully use the product. Refunds are not given when the instructions have not been followed. Please be aware that it is blatantly obvious when the instructions have not been adhered to. Image Cake Toppers Pty Ltd t/as CustomIcing will not be forced, bullied or persuaded to give a refund by any demand other than that which is stated in Australian Consumer Law.

Australian Consumer Law requires a refund to be issued when a product is faulty, defective or can not be used for what it is intended. If this occurs with any of CustomIcing's products, full refunds will be issued. If you believe you have a refund claim, please contact us within 14 days of receiving your order.     

 

 


 

When contacting us to claim for a refund or compensation or replacement, please note that you will be asked to provide details information regarding your order, the product/s received and your experience with the products, in addition to photos showing the issue.  All claims of any kind must be made within 14 days of receipt of your order.

 


 

 

What is your ABN?

Our company name is Image Cake Toppers Pty Ltd trading as CustomIcing.

ABN: 48 610 561 781

GST registration status

We, Image Cake Toppers Pty Ltd t/as CustomIcing are registered for GST. 

All pricing includes 10% GST. 

Privacy and Security Policy

Image Cake Toppers Pty Ltd t/as CustomIcing keeps your personal information private and secure. 

When you make a purchase on our website, you provide your name, email address, delivery address, phone number and sometimes a password and credit card information via an encrypted connection directly through PayPal. 

We use this information to process your order, to keep you updated regarding your order and to personalise your online ordering experience. 


You can access your information we have stored at any time by logging into our website and viewing your account. If you do not set up an account (by adding a password) your details will only be stored with the orders you place. 

When processing payment on our website, credit card details are transmitted through a 3rd party secure server (PayPal) We do not have access to not the ability to store any credit card details. Processing of payments is PCI compliant on and off our website. 

 

To keep you informed about our latest offers, we may notify you of current promotions, specials and new additions to our product range.
You may unsubscribe from our email newsletter at any time by clicking on 'unsubscribe' located at the bottom of every email sent. 


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PRIVACY STATEMENT


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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?


When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


SECTION 2 - CONSENT


How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.


How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at contact@customicing.com.au


SECTION 3 - DISCLOSURE


We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.


SECTION 4 - PAYMENT


If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard and American Express.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).


SECTION 5 - THIRD-PARTY SERVICES


In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Australia and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.


Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.


SECTION 6 - SECURITY


To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


SECTION 7 - COOKIES


 Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

 _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

 _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

 _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

 _secure_session_id, unique token, sessional

 storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.


SECTION 8 - CHANGES TO THIS PRIVACY POLICY


We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


QUESTIONS AND CONTACT INFORMATION


If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at contact@customicing.com.au.

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Unless otherwise specified, all materials on this site, including the text, images, site design, logos, graphics, icons, photos, as well as the selection, assembly and arrangement thereof, are the sole property of Image Cake Toppers t/as CustomIcing.  This site is protected from plagiarism and copying. Copyright © 2008 - 2020 and beyond. All rights reserved.  


Cookies alone cannot be used to identify you.

We use cookies to personalise content and 3rd party applications and ads, to provide social media features and to analyse our traffic. 

We also share information about your use of our site with our social media accounts (including but not limited to Facebook and Instagram), advertising partners and analytics partners (Google). 

We use all 3 types of website cookies.

  • Session Cookies (so you can keep items in your shopping cart)  
  • Permanent Cookies so that your design can be auto-saved every 6 seconds when using our Design Your Own tool to create your Custom Icing edible image, close your browser and return to your design at a later date to complete it or reorder it. 
  • Third Party Cookies so that we can learn about how our website is being used by the traffic that reaches it, to learn how to improves our user experience and also share related advertising. 

The forementioned 3rd party companies and organisations may combine the details from the cookie with other information that you’ve provided to them or that they’ve collected from your use of their services, from this and other websites. 

You consent to our cookies by using our website.

How long cookies remain:
Our website keeps cookies until such time as they are deleted from your browser. 

Cookie data collection and storage:
The data remains on the website servers of Image Cake Toppers Pty Ltd and is not shared, sold or given to any other company, business, individual or organisation. 

Manage your cookies:
Be sure to view and set up your browser setting to have the cookie acceptance or decline as you require. 

To remove the cookies: 
Go to your browser settings and clear your browser history, including cookies.


What is a cookie?

Cookies are small text files, with ID tags that are stored in your computer's browser directory or program data sub-folders. 

Cookies are created when you use your browser to visit a website that uses cookies to keep track of your movements within the site, help you resume where you left off, remember your registered login, theme selection, preferences, and other customisation options and functions.

A website stores a corresponding file (with same ID tag) to the one they set in your browser and in this file we can track and keep information on your movements within our site and any information you may have voluntarily given while visiting the website, such as email address.

The vast majority of major websites use cookies. 

Cookies alone cannot be used to identify you.

Owner and Data Controller

To obtain any specific details surrounding the use of cookies or your personal data collected by the use of this website CustomIcing.com.au, please contact:

Michelle Bailey - Company Director - Image Cake Toppers Pty Ltd - Australia

Owner contact: michelle@customicing.com.au


GDPR Compliance:
Image Cake Toppers Pty Ltd does not advertise to any country within the EU, it is possible due to the nature of an internet search, that traffic/website users may be located in the EU.
CustomIcing.com.au is compliant with GDPR and will continue to act and collect personal data to process and delivery order for products purchased from this website in accordance with the General Data Protection Regulation (GDPR) to protect our clients personal data and digital privacy while using this website.