Question 1

How to make an order?

Accepted Answer

Step 1: Browse the products with selected flavours.Step 2: Select cake size.Step 3: Short hand wirtten message to be written on gift card only. Limit to 50 characters.Step 4: Add to cart.Step 5: Select 'Delivery' or 'Store Pickup'.Step 6: Select your preferred delivery/pick up date and time.Step 7: Delivery service is available for purchase of S$35 and above at a separate charge to be calculated at checkout after you have entered the delivery address.Step 8: Complete the payment by credit card.Step 9: You'll received order confirmation via email with a specific order number.Shop online and sit back and wait for your delivery!

Question 2

Can I place an order for same-day delivery or collection?

Accepted Answer

Yes! If you place your order before 2PM, the same-day delivery or collection will be scheduled between 4-8pm.Please note that if you place your order after 2PM, you’ll only be able to select delivery or collection for tomorrow or a later date.

Question 3

How long in advance do I need to place my order?

Accepted Answer

Cakes are ready stock, subject to availability daily stock level. However, we suggest to place order at least 1 day advance order to secure your order.Do note that the cut-off time is at 2PM daily.

Question 4

What should i do if i need a cake today?

Accepted Answer

We offer same-day delivery and self-collection — just place your order by 2PM, and you can receive your cake between 4PM to 8PM!Alternatively, feel free to walk in to any of our outlets to purchase directly — cakes are available in-store (subject to daily stock availability).You can also find us on GrabFood, Foodpanda, or Deliveroo for instant orders!

Question 5

Why can't I choose the date/time?

Accepted Answer

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.

Question 6

Payment Method

Accepted Answer

For online platform, we currently only accept payments via Visa or MasterCardWe also accept in-store payment via Paynow/Credit Card/Amex

Question 7

Can I pay upon collection?

Accepted Answer

No, we can only start processing your order after receipt of payment.

Question 8

Can i pick up in store?

Accepted Answer

Yes, you can. Kindly choose self-pickup in store after checkout. There is no any charges for self pick.Store Operation Hours:One Holland Store: 10AM - 9PMPalais Renaissance Store: 10AM - 8PMKatong Store: 10AM - 8PMWaterway Store: 11AM - 9PMKindly remember to pick up your cake before the store closes. We look forward to seeing you!

Question 9

How do I know if an item is available?

Accepted Answer

All items listed on our website are available for purchase unless stated otherwise. If an item is out of stock or unavailable, it will be indicated on the product page.

Question 10

Can i order 2 cakes and deliver to different address?

Accepted Answer

You would need to place the orders separately on the website.The delivery fee is charged based on the different delivery address.

Question 11

Can i order 2 cakes and deliver at different date in the same order?

Accepted Answer

You would need to place the orders separately on our website. The delivery fee will charge separately based on the date chosen for each address.

Question 12

Is there a minimum order quantity?

Accepted Answer

There is no minimum quantity requirement and you are welcome to order as many or as few of each item as you wish.However, delivery service is available for purchase of S$35 and above at a separate charge to be calculated at checkout.

Question 13

I never got my order confirmation by email, what to do?

Accepted Answer

You'll received order confirmation via email with a specific order number that starts with XXXXX-SG.If you do not see the email in a few minutes, check your “junk mail” folder or “spam” folder.If it is not there, please Whatsapp to us at +65-9638 0010

Question 14

Do you include a physical receipt with my order?

Accepted Answer

No, we do not attach any receipts. The buyer will receive a order confirmation email once the order is confirmed.If you do not see the email in a few minutes, check your “junk mail” folder or “spam” folder.If it is not there, please Whatsapp to us at +65-9638 0010

Question 15

Can I change the delivery address or date after placing an order?

Accepted Answer

Please WhatsApp us at +65 9638 0010 at least 72 hours before your scheduled delivery if you need to make any changes.A delivery surcharge may apply depending on the delivery address. We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 16

Can I modify my order, e.g., change the cake flavor, after it has been placed?

Accepted Answer

Once your order is placed, changes cannot be made.Please ensure all details are correct before finalizing your order. However, you can WhatsApp us at +65 9638 0010 with at least 72 hours notice before the date.We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 17

What happens if no one is available to receive the cake during delivery?

Accepted Answer

As we use third-party drivers who handle multiple stops, they are unable to wait for an extended period at the delivery location. If no one is available to receive the cake, the delivery driver will leave the item at the door.In the case of a returned delivery, the buyer will need to bear both the cost of returning the cake to our store and the reattempt delivery fee. Kindly ensure that someone is available to receive the cake within the selected time frame to avoid additional charges. Thank you for your understanding.

Question 18

I have already placed the order for a 6" cake. Is it possible to change it to an 8"?

Accepted Answer

Please WhatsApp us at +65 9638 0010 at least 72 hours before your scheduled date if you need to make any changes.We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 19

Can i amend billing address after order confirmed?

Accepted Answer

Unfortunately no, we cannot change the billing address due to system limitation.Not to worry, we do not include the receipt along with the delivery.

Question 20

Can i cancel the order after order confirmed?

Accepted Answer

Sorry, confirmed orders are non-refundable and cannot be cancelled once payment is completed.However, we’d be happy to assist with rescheduling the delivery date or changing the address if needed — do note that additional delivery charges may apply.Please let us know at least 72 hours in advance for any changes. You may WhatsApp us at +65 9638 0010.Let us know how we can help!

Question 21

Can i cancel my delivery order and change to self-pickup instead？

Accepted Answer

Once your order is confirmed and paid, we’re unable to make changes or offer refunds as delivery arrangements would have been made.If you need to make any changes, do reach out to us at least 72 hours in advance via WhatsApp at +65 9638 0010We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 22

Can i change self-pickup to delivery option instead?

Accepted Answer

If you need to make any changes, do reach out to us at least 72 hours in advance via WhatsApp at +65 9638 0010We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 23

Can I postpone and change my order's date?

Accepted Answer

If you need to make any changes, do reach out to us at least 72 hours in advance via WhatsApp at +65 9638 0010We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 24

How to track my order?

Accepted Answer

You'll received order confirmation via email with a specific order number start from xxxxx-SG.If you do not see the email in a few minutes, check your “junk mail” folder or “spam” folder.If it is not there, please Whatsapp to us at +65-96380010

Question 25

Can i change the cake that i ordered to another flavour?

Accepted Answer

If you need to make any changes, do reach out to us at least 72 hours in advance via WhatsApp at +65 9638 0010We reserve the right to accept or reject requests, but we will do our best to accommodate your needs.

Question 26

Can i add-on items after the order confirmed?

Accepted Answer

Yes, you can. However, the items subject to availability daily stock level.Please do Whatsapp us at +65 9638 0010 at least 72 hours in advance.We will definitely try our best to help you. : )

Question 27

How to store Kori Series?

Accepted Answer

In Cakebar's signature Kori series are to be kept frozen. Upon receipt, please promptly place them in the freezer.Additionally, if there are leftovers, it is essential to store them in the freezer as well too where they can be stored for up to 7 days.If you find the filling softened, don't worry; you can simply return it to the freezer for at least 1 hour before consumption.Our Kori treats are best enjoyed frozen, offering a texture similar to ice cream.

Question 28

Why is my cake frozen?

Accepted Answer

We use advanced blast-freeze* technology to partially freeze our freshly baked cakes before delivery, maintaining their freshness, texture, and quality, with a recommended thawing time of 2.5-3 hours at room temperature +-28°C.*Blast freezing ensures cakes stay fresh, preserving texture and quality.

Question 29

What is the shelf life of Cakebar’s cakes?

Accepted Answer

All cakes at Cakebar are crafted without preservatives, ensuring a maximum shelf life of 3 days from the date of delivery/collection, with the delivery/collection day counted as the first day.Please remember to visually inspect the cake before consumption, as our products are preservative-free, and shelf life may vary based on fridge storage conditions such as temperature, moisture and etc.

Question 30

Do I need to thaw my cake?

Accepted Answer

For all whole cakes available in 6" and 8" sizes, if you've placed a same-day order, it's essential to thaw the cake. If you're consuming the cake immediately, you can leave it at room temperature (+-28°C) for about 2.5-3 hours.If it's intended for later consumption, you can still leave the cake at room temperature for the same duration, then store it back in the chiller. When it's time to celebrate, simply take it out of the chiller and serve.If you find the cake a bit firm when eating, it indicates that the thawing time may not be sufficient. However, the cake is not damaged; it just might have a slightly different texture, which is not the best way to consume it.

Question 31

How should I store Cakebar's cakes for optimal freshness?

Accepted Answer

For optimal freshness, it's advised to refrigerate all cakes immediately upon receiving/collection.If there are any leftovers after an event, it's best to transfer the remaining cake into an airtight container and promptly refrigerate it. However, we recommend enjoying the remaining cake on the same day if possible.

Question 32

Are Cakebar's cakes freshly baked?

Accepted Answer

Absolutely, all our cakes are freshly baked from our central kitchen and are delicately crafted using the finest imported ingredients, without any additives or stabilizers, prioritizing quality and freshness for our customers' enjoyment.Additionally, our cakes undergo partial flash-freezing before delivery, preserving their integrity and quality without compromising freshness, texture, or taste.Furthermore, we ensure that our cakes are securely protected during transportation to kiosks, following strict hygiene protocols to guarantee their cleanliness and safety.

Question 33

Will the cake last during a car ride?

Accepted Answer

We will advised the driver handle cakes with care, driving cautiously to minimize any bumping.Cakes remain stable during a car journey of up to 1 hour with effective air conditioning. For extended trips, it's advisable to utilize an insulated bag with ice packs for added preservation.

Question 34

Are the cakes Halal?

Accepted Answer

Cakebar is not halal certified and adheres to a no-pork, no-lard policy in our kitchen. We use only fish gelatin in our cakes.If a cake flavor contains alcohol, it will be clearly stated in the product information. Our staff also kindly remind Malay customers to avoid selecting cakes with alcohol. Currently, the Caramel Mixed Nuts Beer Cake contains alcohol.We warmly welcome all customers, including our fellow Malays, to enjoy Cakebar's cakes.

Question 35

Which cake contains alcohol?

Accepted Answer

Currently, only one cake contains alcohol, which is the Caramel Mixed Nuts Beer Cake. It is available in both single cake and whole cake sizes.

Question 36

Allergen Information

Accepted Answer

Our cakes contain dairy products like milk and egg, as well as nuts, wheat, soy and etc.

Question 37

Do you write messages on the cake?

Accepted Answer

We don’t write directly on cakes, but we provide a message card option.

Question 38

Do you provide delivery?

Accepted Answer

Yes, we use a 3rd party fleet of delivery drivers, regardless of circumstances, once delivery is successfully completed to the recipient destination, it is chargeable and non-disputable. The drivers do not represent our brand, Cakebar.

Question 39

Can i request driver wishing Happy Birthday to the recipient?

Accepted Answer

Sorry no, we use a 3rd party fleet of delivery drivers.As we have no control to third party vendor like Grab, we seek your understanding that requesting driver to wish recipient "happy birthday" was not part of our standard scope of service nor within the scope of Grab's driver's service.As a gesture of goodwill, we will try our best effort to provide a hand-written wishing card instead.

Question 40

I have received the order but there is some issues (Eg, Missing, miss out or damaged item)

Accepted Answer

All orders and items are carefully checked and sent out in good condition. In the unlikely event that the items arrive not in good condition, or have lost their original textures and/or appearance upon arrival, please do not hesitate to contact us via Whatsapp or direct call at +65 9380 4026 immediately or within 2 hours of receipt with a clear picture of the damage/defect. We will respond as soon as we can.All items must be unconsumed, in the state that such damage/defect was discovered, and/or in their original state.

Question 41

Do you provide door-to-door service?

Accepted Answer

Delivery to buildings (malls, restaurants, hotels, hospitals, office tower etc.) that require security access may be out of scope of our delivery partner's services.Driver may hand over cakes at the drop-off point or lobby of the building to the customer, or any representative of the customer.Due to the current Covid situation, we believe driver practised contactless delivery.The entire basis behind contactless delivery is that there is no need to sign for, hand off, or exchange goods in person, and ideally no contact whatsoever with the delivery driver.The order is simply dropped off at its predetermined destination and a notification (via phone call, text, or ring door bell) is sent to the customer.

Question 42

How if the receipient is not at home during the delivery?

Accepted Answer

Do note, We use a 3rd party fleet of delivery drivers. If the recipients are not home, and we are unable to reach them for instructions, driver will leaving cakes outside the door.All redelivery requests require consent from both Cakebar and the buyer before proceeding; this is ultimately subject to availability in our delivery schedule. Additional delivery fees will apply for redelivery.We do not promise, nor do we take any responsibility for the freshness of the cake(s) after that.If you are placing an order as a gift for a friend, we recommend giving the recipient a heads up about the delivery to ensure they can be present at the delivery location to receive the order.Delivery is non-cancellable and the delivery fee is non-refundable once the driver’s route has been arranged by us.

Question 43

Will my order arrive on time?

Accepted Answer

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.We are not able to provide you with the exact time or rough estimate of when your order will arrive. (This is subject to the factors that affect the time of delivery)Please opt for self-pickup if you cannot risk receiving the cakes earlier/later than expected.

Question 44

Can I request a specific delivery time?

Accepted Answer

Our delivery time slots are 10am-3pm & 4pm-8pmWe 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.

Question 45

What's the delivery time?

Accepted Answer

You can select the time slot of 10am-3pm or 4-8pm before adding the product to your cart.

Question 46

What is your refund policy?

Accepted Answer

Our refund and cancellation policy states that refunds are available in accordance with the terms outlined in our policy document. Can refer to here.

Question 47

Can i cancel the order?

Accepted Answer

We do not accept any refunds, cancellations or amendments to dates and items is once payment is processed and completed. You can refer to here.Cakebar reserves the right to amend this policy at any time without prior notice.

Question 48

Can I exchange an item?

Accepted Answer

All sales are final. We do not accept any returns or exchanges of orders once your order has been processed eg. item has been prepared or the delivery has been arranged.If you really need to change the cake, please contact us via Whatsapp or direct call at +65 9638 0010 in a sufficient lead time of at least 48 hours notice prior to the scheduled delivery/collection.(Working hours: 10am - 6pm)We reserved the right to accept or reject requests. However, we will do our best to assist with the request.

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