Do you bake all your own desserts?
Yes we do! All our thinking, testing and baking occurs at our main patisserie kitchen and delivered fresh every morning to our stores. We have an amazing team of skilled pastry chefs, bakers and crew that make it all happen at our kitchen on a daily basis.
How can I place an order?
You can visit us in-store or place an order online via our website. Please note that we do not take orders over the phone.
How many days in advance do I need to place an order and is there a cut off time?
We require your order to be placed one working day in advance before your desired pick up date. The cut off time for orders is 3:00pm the day before your preferred pick up day. This excludes Sunday and Monday. Orders for Sunday or Monday need to be placed before 3:00pm on Friday. Large Occasion Cakes require 2 working days notice. Please note that order cut off times are adjusted during public holidays.
Can I order a customised cake?
We offer our range of products presented as displayed in-store and as pictured online only. We do not offer the service of customised desserts at this point in time. You are however able to customise a message on white chocolate plaques that can be placed on top of any dessert of your choice and we do sell a range of accessories in-store and online.
Can I place an order to pick up on the same day?
All orders must be placed one working day in advance to guarantee that you don’t miss out on your favourite cake. We are not able to take orders for same day pick up.
We have a delicious and large range of desserts available for you to choose from in-store, however our range changes from day to day and we cannot guarantee that we will always have each item available as many desserts sell out quickly!
Do you offer delivery?
At this point in time we do not offer delivery services. You are able to pick up your order from any one of our patisserie locations across Sydney. Plus, we love to see you in-store.
What happens if I forget to bring in a printed copy of my order receipt?
We encourage you to save paper and provide a soft copy of your receipt by presenting the invoice on your mobile. If for any reason you do not have a copy, we will ask you to provide us with the order details for confirmation and possibly some form of identification.
What is the best way to transport my dessert?
All our desserts are delicate and perishable food products and are placed in a Patisserie New York monogrammed box to provide protection and to make it easier to transport. We suggest that your dessert is placed on a non-skid mat on a flat surface area of your vehicle to prevent it from sliding around during your trip. Do not place the dessert on a slanted surface. It is important that you keep the dessert in a cool environment which means placing it in an appropriate size Cooler Bag/Esky or by controlling the temperature in your vehicle and keeping the air conditioning cool. Do not leave your dessert in a hot car/car boot for anymore than 15 minutes. It is best to take the dessert straight to your destination and refrigerate it immediately.
What if I need to cancel my order?
If you cancel your order before your desired pick up day’s cut off time, we are able to provide a full refund for your order. If you cancel your order on the day of collection, or after your desired pick up day’s cut off time, we are not able to provide a full refund as the production for your order would have already commenced. In this case, we will provide you with an in-store Credit for the selected value of your order.
What do I do if I have an issue or want to provide feedback on my dessert?
If for any reason you have an issue or have feedback with one of our desserts, please contact us immediately. We request that you bring the dessert back to one of our stores, so that we can send it back to our kitchen for a more thorough review. If we have identified an issue with the product, and you have sufficient forms of proof of purchase (receipt, order confirmation or bank statement), we can provide a solution for you. If you do not have proof of purchase or any product left, unfortunately we are not able to offer re-reimbursement.
Do your desserts contain nuts or traces of nuts?
A majority of our products are made with nuts or use decorations that include nuts. Other products however do not have nuts included in the recipe. As a large commercial kitchen, all our products are made on the same premises with the same equipment and we do warn that all our products may contain traces of nuts (tree nuts and peanuts). If you have any specific question, please do not hesitate to contact our stores for more information.
Do your desserts contain gluten?
We do have a selection that are made as gluten free and use gluten free ingredients for those dedicated products. We do our best to prevent cross contamination and make our products in dedicated gluten free environment, however some cross contamination may occur.