Policies

FAQs

Policies

Durian Policies

  1. All Durian products are highly recommended to be consumed immediately and should not be left out in the open at room temperature.
  2. KEEP FROZEN: Must you wish to consume the product at a later time, kindly keep the product in the FREEZER to avoid spoilage. FROZEN durian products will be very hard and must be thawed inside the fridge 1-2 hours before consumption/cake slicing.
  3. Durian products bought from any outlet or delivered are good for consumption for at least 1-3 days from date of purchase or delivery granted that the product is in the same condition as when it was received and stored properly in the freezer.
  4. Emicakes ensures the quality of all its Durian products are met with high production standards. Any mishandling of the product on the consumers’ end will not be entertained once proven by the circumstances presented. 

Cake Design Policies

  1. Cake colour and decorations may be subject to slight variations from actual product due to possible discrepancies in photo to screen resolution.
  2. Customised cake designs and/or additional instructions apart from the standard design that are not available in the catalogue are subject to a price quotation by Emicakes.
  3. Any changes to the Standard cake (including but not limited to: trimmings, base colour, additional/lesser chocolates, etc) are subject to price adjustments.
  4. All added and/or altered decorative instructions are subject to approval by Emicakes.
  5. Emicakes does not accept cake orders for designs that are copyright materials of a company or organization without a letter of authorization from the respective department that allows the usage of a logo, image, text, and/or character.
  6. Emicakes reserves the right to decline a request for a cake order in the event that such authorization is not submitted.
  7. Additional Chocolate Rice, Sliced Almonds, White Chocolate Shavings etc. are subject to an extra charge.
  8. Additional accessories on cake designs in the catalogue are available (while stocks last).
  9. The toys and other cake toppers are subject to change without prior notice and are available while stocks last.
  10. Emicakes reserves the right to change the decorations/toys/ colours/etc without prior notice.

Customised Cake Design Policy

  1. DESIGN:
    • Email the design you have in mind to sales@emicakes.com.sg or visit the nearest Emicakes outlet to discuss the design. Orders for customised cakes are subject to the approval of our design department.
    • Emicakes does not accept customised cake orders for designs that are copyright materials of a company or organization without a letter of authorization from the respective department that allows the usage of a logo, image, text, and/or character.
    • Emicakes reserves the right to decline a request for a cake order in the event that such authorization is not submitted.
  2. PRICING of customized cakes is subject to the filling, size, and complexity of design.
  3. LEAD-TIME: Please place order at least 7 working days (excluding weekends and Public Holidays) before date required. There are certain instances wherein Emicakes may not accept orders even if the required notice is given (i.e. production schedule is already full, peak seasons, designs with copyright etc).
  4. FILLINGS are subject to availability. For 3D, layered and  fondant-based cakes, only Chocolate fillings are available. Cheese based fillings (i.e. Tiramisu & Oreomisu) and fruit flavours (i.e. Mango & Durian), cannot be used for fondant cakes.
  5. PAYMENT: Full payment must be made before delivery or collection date via credit card or by cash payment at the outlets. A 50% non-refundable deposit is required to confirm orders, and failure to do so will mean that the order will not be processed. Emicakes reserves the right to decline delivery or collection of cake should the customer refuse to pay in full.
  6. Other terms and conditions apply.

 

 

 

 

 Lead-time and Payment

  1. Please place your orders at least 2-3 working days (excluding Saturday, Sunday, and Public Holidays) prior to and excluding date required. 3D or Customized Cakes require 7 working days lead-time. This is to facilitate for preparation and checking of stocks availability. To check your cake order’s availability, you may call any of our outlets.
  2. For telephone and online orders, payment must be done via credit card.
  3. For all Design Cakes, 3D Customised Cakes and Big Standard cakes (30cm and above), full payment must be made before delivery or collection date via credit card or by cash payment at the outlets. A 50% non-refundable deposit is required to confirm orders, and failure to do so will mean that the order will not be processed. Emicakes reserves the right to decline delivery or collection of cake should the customer refuse to pay in full.

Amendments & Cancellations

  1. All amendments and cancellations must be made at least 2 working days (for Standard cakes) and at least 3 working days (for all cakes with designs) prior to and excluding date required (Sat-Sun & Public Holidays not included).
  2. Must a customer wish to cancel the cake order less than the days required notice for cancellation (2 working days for standard cakes & 3 days for cakes with designs) and the cake has been paid in full, but not yet delivered, only 50% of the total amount of the cake will be refunded as a cancellation surcharge.
  3. Cancellation surcharge equivalent to 50% of total amount due will be required if customer fails to give proper notice for cancellation of cake orders.
  4. Forward all amendments and cancellation arrangements to any outlet on Sundays or Public Holidays.

Delivery Policies

  1. Delivery Charge.
    •  Delivery is FREE of charge for orders that meet the minimum NETT amount purchase. Minimum nett purchase of $50 for Non-CBD and $60 for CBD locations. Delivery is not available for orders below the NETT amount of $30. 
    • Fixed delivery charge of $8 is applicable for orders that did not meet the required minimum nett amount for FREE delivery. Delivery charge is non-negotiable.
  2. Delivery Timing.
    • Available schedule for delivery service are as follows:
      • AM slot: anytime between 9AM to 3PM
      • PM slot: anytime between 1-6PM only.
      • The exact time of delivery cannot be arranged and Emicakes endeavors to deliver within the selected delivery timing.
    • Delivery timing during festive seasons such as Chinese New Year, Mother’s Day, Mid-Autumn Festival, Christmas is anytime between 9am through 6pm only, unless otherwise stated. 
    • All special instructions for delivery must be made clear during placement of orders.
    • Due to the long distance to Tuas and Jurong from our factory in the east, all deliveries to Tuas and Jurong area will be in the afternoon slot.
  3. Special Delivery with a 2-hour lead-time may be arranged upon ordering subject to availability of schedules.
    • Special delivery charge of $15 is applicable for deliveries on Mondays-Saturdays and $20 for Sundays and Public Holidays.
    • Earliest time slot varies and depends on the area. Earliest schedule for West area is 12-2pm, subject to availability.
    • Should you require a specific delivery timing, Emicakes may arrange with 3rd party delivery service. Additional charges will apply.
  4. Emicakes delivers to all locations within Singapore except for the following areas:
    • Changi Airport and the immediate vicinity, including Cargo Buildings
    • Sentosa and the area bordering the Port of Singapore Authority
    • Jurong Island
    • Marina Bay Sands
    • All beach areas listed below, including the barbeque pits and carparks within Beach Areas: Changi, East Coast Park, Pasir Ris, Punggol, Sembawang, West Coast, Labrador Nature Reserve
    • All protected areas i.e. army camps, airbases
  5. In the event that there is no recipient or no one at the delivery destination to receive the cake, the cake will be sent to the nearest Emicakes outlet for self-collection by the customer. No requests for refund will be entertained due to the perishable nature of our products.
  6. Must you wish to avail of redirected delivery, a $10 surcharge will be imposed subject to availability of driver.
  7. To ensure Emicakes drivers’ safety on the road, delivery time could be affected due to bad weather or traffic conditions and/or unforeseen circumstances. Emicakes shall not be held liable or responsible for any late delivery or failure to deliver the products ordered due to unforeseen circumstances beyond control.
  8. Overseas orders are available for delivery within Singapore addresses only.

 

Same-Day Delivery Policies

  1. The Same-Day Delivery Service is available for selected cakes only, from Mondays – Saturdays. No delivery service on Sundays and Public Holidays.
  2. Cut off for ordering (for same day deliveries only) is 2:30 PM.
  3. For same-day deliveries, we have 3 delivery timings:
    • 9:00 – 3:00 PM
      • Orders must be received & processed by 12 noon
    • 1:00 – 6:00 PM
      • Orders must be received & processed by 2:30 pm
    • 5:00 – 8:00 PM
      • Orders must be received & processed by 2:30 pm
  4. As we are contracting a third party delivery service, our fixed delivery rate for same day deliveries is $30. Additional charges may be added during peak seasons (Mother’s Day, Christmas, Mid-Autumn, Chinese New Year, etc)
  5. Orders must be fully paid before delivery.
  6. DISCLAIMER: All same-day delivery orders are subject to product availability and delivery slot schedule. You should be able to hear from us within 2 hours (to check with third party), to know if the order has been confirmed or not. Otherwise, please do give us a call.

Privacy Policy

The goal of Emicakes.com.sg is to constantly provide quality goods and excellent customer service. As such, we gather personal information (in the registration form) so as to allow us to know you better. We use this information to fulfill your requests for products and services, improve our services and contact you.

Emicakes DOES NOT rent, sell, or share personal information about you with other people or non-affiliated companies except to provide products or services you’ve requested.

Feedback Policies

  1. Where to send your feedback:
    • All feedback regarding any of Emicakes’ products must be forwarded to the head office by filling out the feedback form online at (http://www.emicakes.com.sg/feedback.htm) or by calling 6749 6782.
    • In the event that an immediate concern arises on a weekend or a non-working Public Holiday, the issue must be relayed to any of our outlets to get the head office informed. An attending staff at the outlet will get the details of your concern and your contact information for the head office to contact you on the next working day.
  2. Feedback concerning any product must be immediately brought back to the outlet of purchase, the nearest outlet from the delivery location or contact the Head Office to arrange for the company driver to pick it up (subject to the availability of the drivers). A reasonable amount of the product must be returned for investigation purposes.
  3. Emicakes liability is limited to replacement of the exact product, product with equivalent value OR refund through Emicakes cake vouchers.
  4. All claims about faulty products must be done within 48 hours of receipt of the cake. Beyond the stated time, Emicakes has the right not to entertain further complaints.
  5. Emicakes reserves the right to demand evidence regarding any product feedback. Failure to present any proof such as the item itself, an image, and/or invoice deems the invalidity of any claim.
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