FAQs
Ordering
Q: How to order?
Step 1: Browse around the products from product categories or bestseller
Step 2: Choose your date and time
Step 3: Select candle/knife if needed
Step 4: Enter message for message card if needed
Step 5: Select quantity required and add to cart
Step 6: Select In-store Pickup or Delivery
Step 7: Enter details and delivery address for delivery fee calculation
Step 8: Check out and make payment
Step 9: Order is confirmed
Q. How do I order for 1 day preorder delivery/pickup
Order by 2pm for Biscoff Cheessecake and Burnt Cheessecake for next day pickup between 10am-7pm
Order by 4pm for Hazelnut Praline Feuilletine Callebaut, Strawberry Custard Butter, Green Grape Jasmine for next day pickup between 5-7pm
Order by 11:59pm for Tiramisu, Onde Onde, Mango Coconut for next day pickup between 5-7pm
Place order directly via WhatsApp with the following information
Buyer name:
Contact Number:
Recipient name:
Recipient Number:
Cake:
Pickup or Delivery:
Date:
Time slot:
Delivery address:
Knife and Candle: Y/N
Wishes on message card:
Q How can I have more time slot to choose for pickup/delivery?
Pre-order 2 days in advance to have more different time slots to choose
Eg. Preorder on Thursday, if you would like to pickup or have it delivered on Saturday between 10am-6pm.
Q: Can I walk in and purchase at your store?
No, as all orders are prepared based on preorder basis. Hence all orders must be placed on our website before coming to our store for pickup.
Q: Why can I not choose the date/time?
If that particular date is blocked, it means that either the product is not available at that time or it has passed the cut-off date. Please refer to ordering schedule at 1 Day Preorder.
Q: What forms of payment is accepted.
You can pay by Credit & Debit Card, Online Banking/FPX, and TouchNGo.
Q: Will a physical receipt be included with my order?
No, receipts will not be included along with the delivery. Payment confirmation and order confirmation will be sent to the buyer's email once the order is confirmed.
Q: If I order 2 cakes, can I deliver them separately to different addresses/dates/times?
For delivery to different addresses/dates/times, you would need to place the orders separately on our website.
Q: Can I change the cake?
To change the cake, please WhatsApp or email us at hello@adelaidefinebakes.com at least 48 hours in advance. The team will advise if a change of cake is possible.
Q: Can I amend my order?
To amend your order such as delivery date or change to pickup, please fill up the Amendment Request Form at least 48 hours in advance. The team will advise if the amendment is possible.
Q: Can I add on to my order?
To add on to your order, please WhatsApp or email us at hello@adelaidefinebakes.com at least 24 hours or 48 hours in advance.The team will advise if the add on is possible.
Q: How will refunds be made?
All refunds will be in the form of store credit which will be sent to your email and can be used for your next purchase with us with a validity of 1 year.
Q: Payment page is stuck, items cannot be added on the cart
1. Clear browser’s cache
2. Use different browser (Google Chrome recommended)
3. Switch off wifi/data for a few seconds and switch it back on
4. Use a different payment method
5. Try payment again after awhile
If the issue persists, please WhatsApp or email us at hello@adelaidefinebakes.com with a screenshot of the error page.
Q: Can I request an invoice/receipt
Please email us at hello@adelaidefinebakes.com to request the invoice/receipt
Q: Do you do customised order?
No, we do not do customised order.
Delivery
Q: How do I check the delivery fee?
The delivery fee is calculated based on the distance between the address of delivery to our store. You may check out the estimated delivery fee at Delivery Information. Delivery fee will be calculated automatically at the checkout page.
Q: Can I choose the delivery time?
Yes, you can select the time slot accordingly, preorder 2 days in advance for more time slots to choose.
Q: Can I request the item to be delivered at a specific time?
We are unable to deliver at a specific time as the drivers deliver to multiple areas in one trip and also due to the unpredictable traffic conditions or any potential unforeseen circumstances.
Q: Will the order be delivered on time?
The best effort is made to ensure your order is delivered within the chosen time slot. However, due to unpredictable traffic conditions and unforeseen circumstances may cause delays in deliveries. Please select an earlier time slot or opt for self-pickup if you cannot risk receiving the cake earlier or later than expected.
Q: How do I receive delivery update?
Delivery details will be sent via email before your delivery slot on the day of delivery.
Q: What if the receiver is not available upon delivery?
The cake will be delivered back to our store after the completion of all deliveries.
The buyer or receiver will have to arrange pickup or own third-party delivery at our store to collect the cake after it is being sent back.
We do not take responsibility of the cake's condition after it is sent back.
Q: Do you have your own driver or use 3rd party delivery services to deliver the cakes?
We use 3rd party drivers who are professional and familiar with the handling of our cake deliveries.
Q: Do you deliver to the unit of my apartment/mall/hotel/restaurant/hospital?
Delivery service do not include the delivery to the unit of high rise/multi-storied buildings. The collection of the cake will be made at the lobby of the building.
Pick Up
Q: Where is your store location?
We are located 15-1, Jalan Astaka, 4D/KU2, 3 Avenue, Bandar Bukit Raja, 41050, Klang, Selangor.
Q: How will I get notified when my order is ready for pickup?
We will notify you when your order is ready for pickup via email.
Q: Can I do my pickup earlier/later/anytime?
Our store operation hours is from 10am to 6pm, you may come and pick up anytime before 6pm after you receive the email notification that your order is ready for collection.
Products
Q: Can you write me a message on the cake?
No. We do not write on the cake. However, we do offer a message card. You may type your message in the message box provided upon checking out.
Q: How do I store the cake?
The cake has to be kept in chiller/fridge (4C-6C) upon receiving it. Please keep the cake in the chiller for at least 30 minutes before serving it.
Q: How long can I keep the cake?
The cake can be kept up to 2 days in chilled condition.
Q: How long can I travel with the cake in the car?
The cake can travel in the car for 1 hour with the AC on high. For journey longer than that, we would recommend travelling the cake with a cooler bag and ice packs.
Q: Do you use halal ingredients?
The bakery is currently not yet Halal certified. However, all of the ingredients used are Halal certified.
Q: Do you use alcohol in your cake?
No, we do not use alcohol in our baking.
Q: Can I request a less sweet cake?
Unfortunately, no, we are unable to adjust the sweetness of the cake to request as we bake the cakes in batches.
Q: Do you do customisation for the cake?
No, we do not customise the design and flavours of the cakes as they are made in batches.
Q: Do you have cakes which are suitable for people with diabetes, vegan or keto based?
Unfortunately, no, as most of our cakes contain sugar, flour, and dairy products.
Q: Do you have cakes that are suitable for nuts/gluten allergic customers?
Unfortunately, no, because most of our products are made in a facility that process nuts and gluten and the products may contain traces of them.