FAQ

We offer same-day delivery/pickup with a minimum of 2 hours pre-order.

Orders have to be placed by 3pm for same-day delivery/pickup.

No. We do not sell on display. All orders are taken on a pre-order basis. Cakes are prepared based on the number of orders we get for a specific time frame. Therefore, all orders must be placed on our website before visiting our store to collect your order.

We accept Credit & Debit Card, Online Banking/FPX, GrabPay, Boost, TouchNGo, Maybank QRpay and Shopee Pay.

You may refer to our 'Monthly Bestsellers' on our homepage. We recommend choosing the desserts according to personal preference. You may also refer to our How To Choose The Flavour page to help you decide. :)

No. Our petit gateaux sets are fixed. We do not make customised combinations/sets.

If a certain date or time is blocked/greyed out, it means that the product is not available for that date/time or it has passed the cut-off time. The cut off time for all our products are as follows:

• Same Day Delivery/Pickup - Orders must be placed at least 2 hours ahead of your preferred time slot (by 3pm on that day for certain cakes).
• 1 Day Pre-Order - Orders must be placed at least 1 day before (by 3pm for certain cakes).

No, we do not attach any receipts along with the delivery. The buyer will receive a payment confirmation and an order confirmation email once the order is confirmed.

If you would like to have them delivered to different addresses (regardless of distance) or at different times, you would need to place the orders separately on our website. 

To amend or cancel your order, please send us a whatsapp - 01111985651 at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date and wait for our response via email confirming if the changes are possible. Please read the form carefully before submitting it. (Working hours: 9am - 6pm)

NOTE:

A change of address is NOT possible once the order has been placed.

Amendments are NOT possible for same-day delivery/pickup.

For next-day orders, cancellation and change of date are NOT possible after 2pm today.

All refunds (if any) will be done via store credit which will be sent to your email.

To change the cake, please contact us via Whatsapp message or email us at hello@cakelab.io at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date.

To add on to your order, please contact us via Whatsapp message or email us at hello@cakelab.io at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date.

All refunds (if any) will be made in the form of store credit which will be sent to your email. You may use it on your next purchase with us. It is valid for 1 year. The same code can be used for multiple purchases with us so long as it is not past the expiry date, and there is a balance of store credit available.

Unfortunately, we cannot change the billing address. Not to worry, we do not include the receipt along with the delivery.

The billing address is the buyer's address - the address associated with your bank account.

The delivery address is the address of the recipient - the address you would like to have the cake(s) delivered to.

If you would like to waive the delivery fee, your only option would be to add another item to your order.

Here are some of the steps you can try:

1. Clear your browser's cache

2. Use a different browser (Google Chrome recommended)

3. Switch on airplane mode for a few seconds, then switch it back off.

4. Switch off wifi/data for a few seconds, then switch it back on.

5. Use a different payment method

If the problem persists, please e-mail us at hello@cakelab.io or Whatsapp message us with a screenshot of the error page. We will look into the matter and get back to you as soon as we can.

Please e-mail us at hello@cakelab.io to request the invoice/receipt.

All our corporate orders need a MOQ depending on the request.

Please whatsapp us with all the necessary details.

Yes, you can select the time slot of 11am-1pm, 1pm-3pm and 3pm-6pm before adding the product to your cart.

Sorry, we cannot arrange delivery at a specifically requested time as we arrange all our deliveries according to the areas and total distance of all orders we have per time slot. Drivers deliver to multiple areas in one trip and we cannot predict traffic conditions or potential unforeseen circumstances.

We do our best to ensure that your orders reach you within the selected time frame. However, please keep in mind that unpredictable traffic conditions and possible unforeseen circumstances may cause delays in deliveries as drivers deliver to multiple locations in one trip. Please select an earlier time slot, or opt for self-pickup if you cannot risk receiving the cakes earlier/later than expected.

You will receive a delivery update via email shortly before your delivery time slot on the day your order is due for delivery. You may also opt for SMS notifications (after checkout) for the delivery update.

The driver will send the cake back to our store after completing his jobs at other destinations (if any).

The buyer or receiver will need to arrange a pickup from our store after the cake is sent back to us.

We do not promise, nor do we take any responsibility for the freshness of the cake(s) after that.

To change the delivery details, please whatsapp us and wait for our response to confirm whether the changes are possible or not. All amendment requests must be made via this form with;

a) at least 24 hours prior notice for same-day delivery/pickup cakes

b) at least 48 hours prior notice for 1-day preorder cakes.

Otherwise, we cannot confirm that changes can be made and will not take responsibility for the cakes if the recipient is not around during the original delivery time slot.

Please read the form carefully before submitting it.

We use 3rd party drivers who are familiar with the handling of our cakes and pay them by distance just like Grab, Lalamove, and other 3rd party delivery services. Sometimes, we use Grab/GoGet to deliver the cakes.

Delivering to high-rise/multi-storied buildings (apartments, condominiums, malls, restaurants, hotels, hospitals, etc.) is not part of our delivery partner's services. The driver will pass the cake(s) to the recipient ONLY at the drop-off point or lobby of such buildings.

You will receive an email notifying you that your order is ready for pickup on the day your order is due for collection.

Our store opens for pickup from 11am-6pm daily. The earliest pickup time is at 11am and the latest pickup is by 6pm. You may come to collect your order anytime (by 6pm) once you have received a 'ready for pickup' email from us.

Please keep the cake in the chiller immediately upon receiving it for at least 30 minutes until ready to serve (do not freeze). All our cakes must be served at chilled temperature (10°C-12°C) and are best consumed within 2 days. However, they can last in the chiller for up to 3-4 days.

Our cakes can last in a car ride for up to 1 hour depending on the car's air-conditioner's temperature. Please have the AC turned on high during transportation.

For longer journeys, we recommend keeping the cake inside an insulator bag/ice bag/fish box with some ice packs.

While we are not a halal-certified bakery as of yet, we only use halal ingredients in our baking, including halal bovine gelatine. We do not use alcohol in our baking.

Unfortunately, we cannot adjust the sweetness of our cakes as we make them in batches.

No, we do not customise the design and flavours of our cakes as we make them in batches.

Unfortunately, no. Most of our products contain eggs, gelatine, dairy, and sugar. For more information on dietary restrictions and allergens, please click here.

All our cakes are made in a kitchen that handles nuts and gluten. We do not recommend consuming our products as they may contain traces. For more information on dietary restrictions and allergens, please click here.