Ordering & Delivery Policy

ORDER CUT-OFF

Order for Monday, cut off is 5pm Sunday Order for Tuesday, cut off is 5pm Monday Order for Wednesday, cut off is 5pm Tuesday Order for Thursday, cut off is 5pm Wednesday Order for Friday, cut off is 5pm Thursday Order for Saturday, cut off is 5pm Friday Order for Sunday, cut off is 3pm Saturday.

Requests sent after business hours will be reviewed the following morning.

ORDER CONFIRMATION

Once an order is placed, Koguma receives an email notification. A team member from Koguma will then accept your order and notify you via email or phone. At this stage you will be notified if any further delivery charges apply. Only once you have this notification is your order confirmed. Payment will be processed when your order is confirmed.

HOW CAN I REVIEW MY ORDER?

Once your order has been processed, you will receive an email confirming details of your order. Alternatively, you can log in to your account to see your order history, call our office on 1300 056 888 or email us at hello@koguma.com.au.

CAN YOU DELIVER TO A PO BOX?

Unfortunately, we cannot deliver to a PO Box.

DIETARY REQUIREMENTS

Please be aware that our food may contain or come into contact with common allergens, such as dairy, eggs, wheat, soybeans, tree nuts, peanuts, fish or shellfish. Please consider this when requesting special dietary requirements, as we cannot guarantee items will be free from cross-contamination.

Koguma will accommodate dietary requirements when provided with specific information but cannot guarantee products will be free from cross-contamination. We request that all dietary requirements be provided in writing before delivery. Please note that a dietary request is not confirmed until Koguma has accepted that it can be accommodated.

DELIVERY

Where the delivery of your order is not completed for any reason, including an incorrect delivery address provided by you, we may offer redelivery or refund the amount paid for the order. Where a refund is provided, you accept that we may deduct an amount to cover our reasonable costs in returning the order to our storage facility.

DEPOSITS, REFUNDS AND CANCELLATION POLICIES

Orders require 100% payment. Koguma reserves the right to place companies or individuals on credit hold for outstanding invoices. Corporate accounts are available. Should an order be cancelled, the following conditions apply:

  • Cancellations made within 24 hours of delivery will not be refunded.
  • All cancellation requests for Monday orders must be received no later than 12pm on the Friday prior.

DELIVERY TIMES

  • Monday to Sunday: Anytime from 8am–4pm
  • Public holidays: On request

MINIMUM ORDERS

  • Monday to Sunday: From $90 including GST
  • Public holidays: On request

DELIVERY & FEES

Koguma deliveries are available to all locations stated on the delivery information page.

Please note that we do not allow pickups from our kitchen.

PRICE VARIATIONS

Every endeavour will be made to maintain prices as stated; however, prices are subject to change due to the seasonal availability of products. Prices quoted include GST.

CIRCUMSTANCES BEYOND THE CONTROL OF KOGUMA PATISSERIE

If Koguma is unable to fulfil an order, delivery or any part of its obligations due to circumstances beyond its reasonable control, Koguma is not responsible for costs, damages or expenses resulting from that failure, subject to any rights available under the Australian Consumer Law.

TERMINATION

Koguma reserves the right to cancel an order or delivery if:

  • The order cannot be fulfilled due to circumstances beyond Koguma’s reasonable control, including severe weather, road closures, supplier disruptions or other unforeseen events.
  • The delivery address is outside Koguma’s service area or the delivery cannot be completed safely.
  • The customer has provided incomplete or incorrect order, contact or delivery information.
  • Full payment has not been received by the required time.
  • The requested product, delivery date or special requirement cannot be accommodated.
  • The order is suspected to be fraudulent or breaches these terms and conditions.

If Koguma cancels an order, we will contact the customer as soon as reasonably possible. Where appropriate, customers will be offered an alternative delivery date, replacement product, store credit or refund.

LIMITATION OF RESPONSIBILITY

Once an order has been delivered in accordance with the customer’s instructions, including being left in a nominated safe place, Koguma is not responsible for any loss, theft, damage, deterioration or spoilage that occurs after delivery.

Nothing in these terms excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

PRICES, TAXES AND CHARGES

All prices displayed on the Koguma website are in Australian dollars and include GST, unless otherwise stated. Prices may change without notice due to changes in ingredient costs, government taxes, duties, charges or levies. Any applicable delivery fees or optional charges will be clearly displayed before checkout is completed.

JURISDICTION

These terms and conditions, and any contract to which they apply, are governed by the laws of New South Wales, Australia. The parties submit to the jurisdiction of the courts of New South Wales.