Delivery Information

Information required for delivery service

1. Buyer’s full name.
2. Buyer’s contact number.
3. Recipient’s full name.
4. Recipient’s contact number.
5. Recipient’s full address as found on Google Maps.
6. Buyer’s email address - to receive the invoice, delivery status, and proof of delivery.
   

If the buyer is also the recipient, please fill in the same details for the recipient. 

Delivery Address

Delivery address is the address that the driver will refer to when delivering the order.  

Please ensure the address entered is correct before checking out the order and the address entered has to be available on Google Maps. 

Order will be delivered to the exact address as entered into the system and a change of address after completion of order will not be possible.

*The driver will only deliver to the address of the building only. ‘Company/Apartment unit’ section is only for driver’s reference or if required by the security guard as the delivery does not include delivery to the unit of high-rise or multi-storied buildings.

Delivery Fee

The delivery area covers only within 50KM from our store, covering mostly of the Selangor area.

The delivery fee is determined based on the estimated distance between our store Adelaide Fine Bakes to the postcode of delivery.

The delivery fee will also be automatically calculated on the checkout page.

A minimum purchase required for delivery is RM50.

One order number refers to the following:

1. One delivery address
2. Same date
3. Same time slot

Orders will be charged as separate orders if:

1. Delivering to multiple address 
2. Delivering on different dates
3. Delivering at different time slot

Orders are required to be placed separately on our website for different addresses or delivering dates.

Delivery Procedure

Orders are delivered by car only and car drivers deliver to multiple addresses based on the routes that have been arranged and scheduled in advance. 

Delivery and driver’s details will be e-mailed to the buyer once the delivery and driver has been arranged.

Orders are delivered by on demand professional 3^rd party car drivers who are familiar with the handling of the cake delivery. The drivers do not represent our company, Adelaide Fine Bakes.

Delivery is non-cancellable and the delivery fee is non-refundable once delivery address and service has been confirmed upon check out.

Delivery Time Slot

Orders are to be delivered within the chosen time slot. Orders cannot be arranged to be delivered at, before or after a specific time (eg. at 1pm), as drivers will be delivering to multiple addresses in one trip based on the route that has been scheduled in advance.

All orders are arranged and scheduled at our best to be delivered within the time slot chosen. However, there are unforeseen factors which are beyond of our control which may cause delays or early arrivals such as:

1. Drivers’ availability
2. Traffic conditions
3. Weather conditions
4. Delays at delivery location (Eg: held up by security guards)
5. Natural disasters (Eg: Floods)

Should these events happen, our delivery partners may:

1. not deliver on time
2. cause long delays in delivery

Adelaide Fine Bakes shall not be liable to late deliveries and refunds or re-deliveries will not be available. 

Non-delivery may occur depending on the condition of the unforeseen factor. Should non-delivery occur due to this event, refund will be initiated to buyer’s account thru initial payment method or by store credit, whichever in our sole discretion sees fit. 

Please select a time slot by taking these possibilities into account. Alternatively, please choose self-pickup or select an available earlier or later time slot if the order cannot be risked to be arrived earlier or later than the chosen time slot.

Please ensure recipients are available to receive the order within the time slot before selecting the delivery date and time slot as we are unable to ensure the recipient’s availability before delivery.

Delivery Status

Delivery and driver’s details will be emailed to the buyers when the order has been picked up for delivery.

Estimation of when the order will arrive cannot be confirmed due to the unforeseen factors that may affect the delivery time (Please refer to the above).

Buyer may contact the driver for the estimated time of arrival (ETA). However, as drivers will be delivering to multiple locations throughout the route, drivers may only be able to provide the ETA at later time depending on where are they located when they received the inquiry. 

High-rise/Multi-storied buildings

Our delivery partners do not deliver to the unit number of high-rise buildings and multi-storied buildings include but not limited to:

1. Condominium
2. Apartment
3. Multi-stored Shop lot
4. Hotel
5. Shopping Mall
6. Hospital
7. Restaurant

Drivers will only pass the items to the recipient at the drop-off point/lobby/ground floor of the building accessible by car and no parking is required.

Drivers will only leave the items at the guardhouse, delivery drop-off table, receptionist etc, only with the consent of the recipient/recipient’s representative. Upon the request of leaving the item at those places, it is understood that the recipient/recipient’s representative is aware of the fragile condition of the item and also the risk of leaving the item at consented place. Adelaide Fine Bakes do not take any responsibility of the condition of the items after being left at the consented/requested place.

Should the driver unable to reach the recipient and unsuccessful delivery occurs (Please refer to Unsuccessful delivery section), the item will be brought back to our store. 

Delivery attempt

Only one trip service is attempted by our delivery partner as they are requested on-demand. There will be no attempt of another delivery should the delivery is unsuccessful (Please refer to Unsuccessful delivery section).

Drivers will contact the recipient by:

1. Texting/Whatapps the recipient
2. Calling the recipient 
3. Texting/Calling the alternate contact number
4. Ringing the doorbell
5. Communicate through the security

Driver will attempt to contact the receiver for 3 times, and if failed, delivery will be considered as unsuccessful and the item will be brought back to our store. Adelaide Fine Bakes will not be liable of the condition of the items on the return trip back to the store.

Should the buyer/recipient requires the driver to:

1. Deliver to another address

2. Other request that requires travelling 

The buyer/recipient may contact the driver directly to check if the request can be performed based on the driver and Adelaide Fine Bake’s delivery schedule and ability. 

An additional fee will be charged based on the distance (km) by the driver. The buyer/recipient/the person requesting the service would need to pay the driver accordingly.

Should the request is unable to be performed by driver and Adelaide Fine Bakes, the delivery will be considered as unsuccessful. 

Delivery confirmation

Delivery confirmation will be emailed to the buyers after the item has been delivered.

Delivery confirmation includes the pictures of:

1. Cake box with the picture of the top of the cake taken
2. Complimentary items: knife and candle
3. Recipients receiving the items

The time of receiving the proof of delivery does not indicate the time of when the item has been delivered as driver may only upload the proof of delivery at a more convenient time.

The delivery confirmation will be used as the absolute reference point or verification should there has been any issues raised regarding the condition of the item. 

Successful Delivery

Successful delivery is completed when:

1 Item has been passed to the recipient/recipient’s representative.

2. Item has been placed at the lobby, guardhouse, receptionist, with a neighbour or a requested place with the consent of the recipient, recipient’s representative, or buyer.

The recipient/recipient’ representative is encouraged to check the condition of the item delivered and notify the driver on the spot should there is any defect/damage of the item. The recipient/recipient’s representative has to notify Adelaide Fine Bakes at WhatsApp within 1 hour after the item has been passed over, should there has been any defect/damage. 

Unsuccessful Delivery

Unsuccessful delivery occurs when:

Driver is not able to deliver the item to the recipient due to the reasons below:

1. Recipient is not available at the delivery address to receive the item.
2. Recipient cannot be contacted upon the arrival of the delivery item.
3. There is no representative of the recipient to collect the item on behalf of the recipient.
4. Incomplete delivery address or delivery address is not available on Google Map.
5. Invalid contact number will cause failure in contacting recipient.
   
6. Recipient refuses to collect the item.
7. Recipient refuses to collect the item at point of delivery such as lobby, receptionist, ground floor etc.
8. Recipient does not give consent of leavening the item as requested place such as guard house, receptionist or area nearby.
9. Recipient does not give consent of passing the item to somebody on behalf of him/her such as neighbour. 
10. Recipient requested the driver to wait for more than 10 mins upon arrival.
11. Other situations that cause driver unable to pass the item to the recipient/recipient’s representative.

Should unsuccessful delivery occur:

1. An email of unsuccessful delivery will be sent to the buyer’s email.
2. The item will be brought back to our store after driver completed all deliveries.
3. There will be no refund for the item nor delivery fee due to the perishable nature of the product and on-demand delivery service.
4. There will be no second attempt of delivery for the item.
5. The buyer may choose to do pick up at our store during our operation hour after the item has been brought back.
6. The buyer may come and pick up the item at our store the next day.
7. The buyer may arrange their own 3^rd party delivery service to come and pick up the item at our store during operation hour.
8. Should there has been no collection for the item after 2 days, it will be disposed due to the perishable nature of the products.
9. Adelaide Fine Bakes is not responsible of the condition of product due to unsuccessful delivery.

Non-delivery

Non-delivery occurs should:

1. Delivery has not yet been attempted (Item has not left our store).
2. Buyer has not received the email of the delivery/driver’s details during the chosen time slot of the day of delivery.

Please report to us at WhatsApp and we will attend to you immediately.

Should non-delivery for free item such as message card, candle, knife, paper bag has occurred. We regret that there will be no redeliver for such items. 

Damage/Defects

There will be a final checkpoint of the condition of the items prior to delivery to make sure items that are in good conditions before delivery. In an unfortunate event of where damage or defect has occurred, please inform the driver immediately and report to us at WhatsApp within 1 hours of receiving the item with a clear picture of the damage/defect. All items must be remained unconsumed or in their original condition.  

Adelaide Fine Bakes will investigate the matter based on the evidence submitted by the recipient and the delivery confirmation. Should the damage/defect is concluded to have occurred solely due to our team, driver, or during the delivery. A full/partial refund/exchange of items will be given based on Adelaide Fine Bakes’s sole discretion.  

Adelaide Fine Bakes reserves the right to amend this policy from time to time without prior notice.