FAQs

ORDERING & PAYMENTS

Why do I need to enter my credit card details when ordering online?
Our online system securely captures your card details to secure your booking, but we review and approve all orders first. Catering often involves changes (guest numbers, dietary requirements, delivery times), so we don’t charge you until your order is confirmed.

When is my payment actually charged?
Once your order is approved by our team, we process payment based on your preference — either by charging your card or issuing an invoice for bank transfer. You will receive confirmation once payment is finalised.

Why wasn’t my card charged automatically at checkout?
We don’t have “pay on order” enabled as many clients prefer to pay via invoice or bank transfer. This gives flexibility to adjust your order before payment is taken.

Is my payment information secure, and are my card details stored?
All payments are processed through Fat Zebra, our PCI-compliant Australian payment gateway, using secure tokenisation and encryption. We never store full card numbers on our systems. Your card details are converted into a secure token at checkout, and once payment is made, we remove the token from our system. If preferred, your secure tokenised card details can be stored for future or recurring orders with your written approval.

Can I pay by bank transfer or invoice instead of card?
Yes. Most of our corporate and repeat clients choose invoice/bank transfer. Just select that option when ordering or advise our team to setup an account.

SERVING SIZE & MENU GUIDANCE

How much food should I order for AM/PM tea?
We recommend 1–3 pieces per person, including light items such as sandwiches, fruit and pastries.

How much food do I need for lunch?
For lunch, we suggest 3–5 pieces per person. A mix of sandwiches, sliders, finger foods, fruit and slices works well.

What should I order for a canapé-style dinner event?
Serve food in 15–20 minute intervals, starting with lighter cold options and moving to more substantial canapés, platters and sweets.

What is the portion guide for family-style catering?
As a general guide for planning quantities:
Proteins (choose 2 options): 150g per person, per option
Roasted vegetables: 250g per person
Salads: 150–200g per person

PICK-UP, DELIVERY & PRESENTATION

What does pick-up include?
All items come fully cooked and presented in eco-friendly BioPak boxes. Most are ready to serve at room temperature or can be reheated in a 160°C oven for 5–10 minutes. Standard pick-up hours are 7am–4pm. Please notify us if you need a different time.

Do you offer delivery?
Delivery is available to your nominated address, with delivery charges quoted individually. Food arrives fully cooked and presented in BioPak boxes. If you don’t have oven capacity, we can deliver the food hot.

Do some items require assembly?
Certain items travel better with light assembly by an organiser. Clear instructions are provided with these items.

Can you deliver hot food?
We can deliver your items hot and ready to serve if required.

EVENT STAFFING & SERVICE

Can I hire staff for my event?
We offer uniformed and professional staff for all catered events. Staffing is available only in conjunction with our catering, not for dry hire.

How many staff do I need?
As a guide, we recommend 1 staff member per 25 guests. For on-site cooking, a chef may be required.

How many staff do you recommend for canapé events?
For events with 100 or more guests, we recommend 1 chef per 50 guests and 1 waiter per 35 guests. Our staff arrive early, serve food professionally and assist with packing leftovers.

What about plated meals or sit-down events?
Staffing depends on guest numbers and kitchen space. Our team uses your on-site kitchen to plate, serve and clear dishes efficiently.

How about grazing/buffet events?
Typically, 1 team member is sufficient to heat and set up the buffet. Extra staff can be arranged for larger events.

MINIMUM SPEND & AVAILABILITY

Do you have minimum spend requirements?

Monday–Friday: $500
Saturday: $750
Sunday & Public Holidays: $1,000

Can you cater outside of standard hours?
We can cater outside typical hours depending on staffing, travel and availability.

PACKAGING & SUSTAINABILITY

What packaging do you use?
We use eco-friendly, compostable BioPak packaging. This aligns with our values of offering fresh, simple and sustainable catering.

Do you provide platters or boards?
Orders arrive in BioPak boxes and disposable platter trays. Reusable platters can be arranged on request (fees may apply).

CHANGES, DIETARY NEEDS & OTHER QUESTIONS

Do you cater for dietary requirements?
We regularly cater for gluten-free, dairy-free, vegan, halal and other dietary needs. Please let us know when ordering.

How much notice do I need to give for changes?
Please advise as early as possible. Later changes may impact availability or staffing.

Can I order last-minute?
We will do our best to assist with urgent orders. Availability depends on existing bookings and staffing. You can submit an online order for review and approval or contact our team directly.

Do you provide heating or assembly instructions?
Clear instructions are included with all items requiring reheating or assembly.