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 7 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 7 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.
Please be sure to contact us, as stated on the instructions, if you find you need further assistance to follow the instructions for use or something seems to be not going to plan with the product.
We are here to help. We can be contacted via, email, phone, Live Chat, messenger, facebook and instagram, so we are super easy to contact 7 days a week.

If you did not read the instructions in full before using your custom icing edible image and you inadvertently damaged your Custom Icing or were not able to use it as you had planned, we will not be and cannot be held responsible.

When contacting us to claim for a refund or compensation or replacement, please note that you will be asked and required to provide detailed information regarding your order, the product/s received, how they were stored, the date and location you were using the product and full details of your experience with the products, in addition to photos showing the issue. All claims of any kind must be made within 7 days of receipt of your order.

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, a full refund will be issued. If you believe you have a refund claim, please contact us within 7 days of receiving your order.