Shipping policy

Last updated: 16 September 2026

At Cloud Roll Studio, our Swiss rolls and desserts are freshly prepared and require careful handling. This Shipping, Delivery & Pickup Policy explains how orders are delivered or collected and what customers should expect when placing an order through our website.

1. Pickup & Delivery

Please place your order by 3:00 PM the day before your preferred pickup or delivery date.

Orders placed after 3:00 PM will be processed as orders received the following day.

Example:
Order before 3:00 PM Monday → Available Tuesday
Order after 3:00 PM Monday → Available Wednesday

2. Pickup

Pickup is available from:

250 Blaxland Road, Ryde NSW

3. Delivery

Delivery is available within a 10 km radius of Sydney CBD.

Enjoy free delivery when ordering two or more boxes to the same address.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your:

  • street address;
  • unit or apartment number;
  • suburb and postcode;
  • contact telephone number; and
  • delivery instructions

before completing checkout.

If you notice an error after placing your order, please contact us as soon as possible at contact@cloudrollstudio.com.au.

We cannot guarantee that delivery details can be changed once an order has been prepared or dispatched.

5. Receiving Your Delivery

Please ensure that someone is available to receive the order where required.

If your delivery location has restricted access, such as an apartment building, office or secured complex, please provide appropriate access instructions when placing your order.

Our delivery provider may contact you using the telephone number supplied with your order if assistance is required to complete delivery.

6. Unattended Deliveries

Where appropriate and permitted, an order may be left in a reasonably safe location at the delivery address.

Because Swiss rolls and other Cloud Roll Studio products may require refrigeration, we strongly recommend that orders are received promptly and refrigerated as soon as possible.

If you specifically request that an order be left unattended, responsibility for the product generally passes to you once it has been delivered to the requested location, subject to your rights under applicable law.

Cloud Roll Studio cannot guarantee the condition of perishable products that are left unattended for an extended period after successful delivery.

7. Failed Delivery

If we are unable to complete delivery because:

  • the delivery address provided is incorrect or incomplete;
  • the recipient is unavailable where attendance is required;
  • we cannot gain reasonable access to the delivery location;
  • incorrect or insufficient access instructions were provided; or
  • the customer cannot be contacted when reasonably required,

we will attempt to determine an appropriate next step.

Because our products are perishable, redelivery may not always be possible.

Additional delivery charges may apply where a second delivery attempt is requested and available.

Refunds may not be available where delivery failure results from incorrect information or circumstances within the customer’s control, except where required under Australian Consumer Law.

8. Delivery Delays

We make reasonable efforts to deliver orders within the selected or estimated delivery period.

Occasionally, delays may occur due to:

  • heavy traffic;
  • severe weather;
  • vehicle or transport issues;
  • unusually high order volumes;
  • courier or delivery provider delays; or
  • other circumstances outside our reasonable control.

If we become aware of a significant delay affecting your order, we will make reasonable efforts to contact you using the details provided with your order.

9. Pickup Orders

Where local pickup is available, the available pickup location, date and time will be displayed or confirmed when you place your order.

Please collect your order within your selected or confirmed pickup window.

You may be asked to provide your order confirmation or order number when collecting your order.

If you are unable to collect your order at the scheduled time, please contact us as soon as possible.

Because our products are freshly prepared and perishable, we cannot guarantee the same freshness or quality where an order is collected substantially later than the agreed pickup time.

10. Storage After Delivery or Pickup

Some Cloud Roll Studio products require refrigeration.

Once your order has been successfully delivered or collected, please follow the storage instructions provided with the product.

Unless otherwise stated, products requiring refrigeration should be placed in a refrigerator as soon as reasonably possible.

Cloud Roll Studio is not responsible for deterioration caused by improper storage, handling or transportation after successful delivery or collection, except where you are otherwise entitled to a remedy under applicable law.

11. Damaged or Incorrect Deliveries

Please check your order as soon as reasonably possible after receiving it.

If your order arrives damaged, contains an incorrect product or has another problem, please contact us as soon as reasonably possible at [your customer service email].

Please include:

  • your order number;
  • a description of the problem; and
  • photographs of the product and packaging where reasonably possible.

We will assess the issue and provide an appropriate solution in accordance with our Returns & Refund Policy and your rights under Australian Consumer Law.

12. Interstate and International Shipping

Due to the fresh and perishable nature of our products, Cloud Roll Studio does not currently offer interstate or international shipping, unless specifically stated otherwise on our website.

Orders are currently limited to our available local delivery and pickup areas.

13. Changes to This Policy

We may update this Shipping, Delivery & Pickup Policy from time to time to reflect changes to our delivery areas, delivery providers, services or business operations.

The latest version will be published on our website.

14. Contact Us

If you have questions about delivery, pickup or an existing order, please contact:

Cloud Roll Studio
Email: contact@cloudrollstudio.com.au
Location: 250 Blaxland Rd, Ryde NSW 2112

When contacting us about an existing order, please include your order number.