FRANCHISE ENQUIRIES

Michel's Patisserie

Web Ordering FAQs

If you are experiencing difficulties in placing an order on our website, please review the below Frequently Asked Questions to assist in resolving the issue. If you still require further assistance, please contact our Customer Service Hotline on 1800 067 619.  Click the below links for further information about each topic.

FREQUENTLY ASKED QUESTIONS

Adding Products to my Shopping Basket

Create-a-Cake (Photo Cakes and Image Cakes)

Checkout - Pickup Store & Date, Billing Details, Payment & Confirmation

Changes to Your Order

Gift Vouchers

 

FREQUENTLY ASKED QUESTIONS & ANSWERS

Adding Products to my Shopping Basket

 How do I view more information about a product?
Click VIEW DETAIL on the product that you are interested in.

 Where do I find cake sizes and serving information?
Click VIEW DETAIL on the specific product that you are interested in or click here.

 How do I select a product and add it to my Shopping Basket?
Use the drop down box below the product you want and select the size. Update the quantity (if necessary) and then click ADD TO CART.

 How do I view the items in my Shopping Basket?
You can view the total number of items in your Shopping Basket by hovering your mouse over Shopping Basket (top right hand corner). To view your full order click PROCEED TO CHECKOUT. You can also access the Shopping Basket from each Product Page, by clicking the button in the bottom right hand corner of the screen.

 How do I view the price of larger cake sizes?
Use the drop down box to select the size you want and the price will update accordingly.

 How do I proceed to the Checkout and make payment?
Hover over the Shopping Basket in the top right hand corner, let the menu drop down and select PROCEED TO CHECKOUT. You can also access the Shopping Basket from each Product Page, by clicking the button in the bottom right hand corner of the screen.

 I made an error in my selection and want to update/change it.
You can make changes to the items in your Shopping Basket. Hover over the Shopping Basket in the top right hand corner, let the menu drop down and select PROCEED TO CHECKOUT. You can update the quantity or delete any items you no longer want. From this screen you can continue shopping or go to the checkout.

 Nothing was added to my Shopping Basket, what am I doing wrong?
Try adding the item/s again and if you still have no success, we suggest checking the settings on your computer. Make sure you have a recent version of your internet browser (Firefox, Internet Explorer, Google Chrome, Safari etc) downloaded on your computer. Cookies also need to be enabled in order for the website to have items added to the Shopping Basket. For tips about how to enable cookies, please click here.

 My products disappeared from the Shopping Basket, what do I do?
The online ordering website has a session time limit of 15 minutes, this means you only have 15 minutes in which to place your order. If you start placing an order then have to leave the computer, we unfortunately cannot save what you added. If your items have disappeared, please start placing your order again.

 I can't see Sponge Cakes on the website. How can I order one?
We are still in the process of adding our sponge cake range to the website. Please contact your nearest store to order a sponge cake or select one of our other delicious cakes currently available online.

 Will you be adding more products to the website?
Yes, we will regularly add new delicious products. If your desired product is not online yet, please visit your nearest Michel’s Patisserie store.

 Can I edit the decorations on my cake?
Sorry no, the decoration cakes on the website cannot be altered with the exception of personalised messages, images and photos.

 Do you sell candles to go on my cake?
Yes, but they are currently only available to purchase in store. Don't forget to purchase some when you pick up your order. 

Create-a-Cake (Photo Cakes and Image Cakes)

 I am not too sure how to use Create-a-Cake?
Select your favourite cake flavour, size and cake decoration options: edible themed/character image and personalised message; edible themed/character image only; edible photo and personalised message; edible photo only; or edible personalised message only. Once you have made all selections and are happy with your cake, click ADD TO CART.

 What images are available?
If you choose an Image Cake, click EDIT to view all available edible image options and click the one you want. You can view all licensed and exclusive Michel’s images currently available by clicking the category tabs. To make your selection, simply click your favourite design.

 How do I upload a photo?
If you choose a Photo Cake, click EDIT and then BROWSE to upload a photo from your computer.

 My photo appears blurry – any suggestions?
We recommend you use photos from a camera or camera phone as images from the internet are generally not high quality and will print blurry.

 I have received an error message – file size is too small.
You will receive an error message if your photo file size is too small. This means the file size in KB or MB is not large enough and it would print very blurry on top of your cake (so we won't accept that image as you will be disappointed with the end result). The minimum file size varies depending on the cake size. Please select another photo to go on your cake.

 I have received an error message – file size is too big.
You will receive an error message if your photo size is too big. The maximum file size allowed is 5MB. Unfortunately we are unable to reduce the photo file sizes for you so please select another photo to go on your cake.

 Cropping and positioning your photo – tips and pointers.
Once you have selected your photo it will appear on the screen with a border around it. The section that is 100% clear (in the middle) represents what part of your photo will be seen/printed on the cake. The area that is fuzzy/blurry (around the outer edge) is the part of the photo that will be cut off. You can adjust the placement of the photo (so your desired part will be printed) by clicking and moving your mouse. Alternatively, you can use the POSITION arrows to the right hand side of the photo to move your photo placement. The rotate buttons and the resize (zoom in, zoom out) buttons are also available to alter your image. Have a play around, click UPDATE and see what looks best on top of your cake!

 What if I made a mistake when I cropped/positioned my photo?
You can always go back and click EDIT to make changes to your photo or upload a different photo if your original photo doesn’t work as well as first thought (before you checkout/pay for the order).

 How do I add a personalised message?
You firstly need to ensure you selected a cake decoration option from the drop down box that includes a message. Then simply click CREATE MESSAGE to type in your message – you can free type in the text box or select a standard message from the drop down menu. You can also edit any of the standard messages or add a name should you wish. When you have checked there are no spelling errors and are happy with the message, click UPDATE MESSAGE.

 Why can’t I fit my personalised message on my cake?
There are set maximum character lengths for the message on each cake size. The website will not let you enter a message longer than the maximum length permitted. Please adjust your message until it fits.

 Can I order a Photo Cake in store if my local store isn't signed up for online ordering?
Yes, your local store can take your Photo Cake order.  There are two ways to provide your photo, either by emailing it direct to the bakery (the store will provide you with the relevant email address - make sure you include the order number in your email) or by providing a hard copy. If you provide a hard copy, the bakery will scan and crop the photo at their own discretion. If the photo is too small the picture quality will be poor if enlarged so check with your store if your photo is suitable. Books or 3D graphics cannot be accepted. Please ensure you supply a copy of photo (not the original) as the photo may not be able to be returned.

Checkout - Pickup Store & Date, Billing Details, Payment & Confirmation

 How do I select my local store as the pickup destination?
On the Checkout – Pick Up Store & Date screen, enter in the postcode or suburb of where you would like to collect your online order, and click SEARCH. This will find your closest store/s, which will be displayed via Michel’s Patisserie pins on the map. You must select your preferred store by clicking the correct pin on the map. The store details will display to the right hand side of the map.

 My local store is not displaying, why not?
Your local store may not be currently setup to take Online Orders. Please select your next closest store to collect your order from or contact your local store to place the order in store.

 I have selected my store, how do I enter the pickup date and time?
Use the calendar on the right hand side of your screen to select the date you want to pick up the order. Then specify the pickup time using the drop down box. You must select your store before selecting a pickup date and the date before selecting a time.

 The date I want to collect my order is not active in the calendar. Why is this?
The store may not be open on that particular day or may have longer Minimum Order Time Periods. Please select another day that is suitable to collect your order. Then click PROCEED.

 Can I pick up my cake on a public holiday?
Store opening hours may vary on public holidays. Please call the Customer Service Centre on 1800 067 619 or your local store directly to confirm opening hours.

 Do I need to enter my email address?
Yes. Your tax invoice will be emailed to this address and you will not be able to proceed to the next screen without it.

 If I do not want to receive marketing communications, do I still need to enter my email address?
Yes. Your tax invoice will be emailed to this address. If you do not want to receive marketing communications, ensure the check box is deselected.

 What methods of payment are available for online orders?
We only accept payment via VISA and Mastercard. If you do not have one of these credit cards, please contact your local store to place the order in store.

 What is a CVC?
Your CVC security code is the last three or four digits printed on the signature strip on the back of your credit card.

 Things to note when making payment
Do not click refresh, back or any key while this payment is processing. Depending on your internet connection, this may take up to 2 minutes. 

 Will I receive a confirmation email?
You will receive a confirmation email including a Tax Invoice outlining your purchase and pick up details.

 How can I confirm that my order has gone through and that my message was correct?
Please contact the Customer Service Centre on 1800 067 619.

 Can I get a reprint of my Tax Invoice/Receipt?
A Tax Invoice is sent to you by email when you complete the transaction. If you would like another copy you will need to go to the store that you picked the cake up from and ask for a customer receipt. The store will need to stamp this with their store stamp, which has their ABN number. This is the same as a Tax Invoice.

 Who do I call if I think I have been double charged?
Please contact the Customer Service Centre on 1800 067 619.

Changes to Your Order 

 How do I make changes to my online order?
Please make every endeavour to ensure that the product type, message, pick up date and nominated store are correct before you place your order.  Once you’ve confirmed and paid for your order no changes are permitted. The order will be charged to your account and delivered to the nominated Michel's Patisserie outlet as ordered. Under extenuating circumstances, you may be able to cancel the order if you contact the store nominated to pick up the order before 9am the day prior to pick up.  The store will advise and arrange if it is possible.  The order cannot be cancelled if the store is contacted after this deadline (9am the day prior to pick up).

Gift Vouchers

 How can I purchase a Michel's Patisserie Gift Voucher?
Please contact your nearest store for store specific gift vouchers.

 Can I redeem a Gift Voucher online?
No. Vouchers can only be redeemed when purchasing products at a Michel’s Patisserie store.

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