Delivery & Order Policy

🎉 Our Promise

At Emicakes, we don’t just deliver cakes — we deliver celebrations.

To ensure every order arrives fresh, beautiful, and on time, we’ve structured our delivery and order policies clearly below. Please take a moment to review before placing your order.

📅 Advance Order Requirement

All orders (Delivery or Self-Collection) require a minimum of 3 working days’ notice.

Some products or peak periods may require longer lead times.

🔄 Order Amendments (Effective 1 May 2026)

Amendments include changes to:

  • Delivery date or time
  • Delivery address
  • Product selection
  • Message/wording

Amendment Policy

  • 5 or more days before fulfilment date
    • 1st amendment: Free of charge
    • 2nd and subsequent amendments: $10 per change
  • Less than 5 days before fulfilment date
    • Amendments:
      • Are subject to availability
      • May incur a $10 administrative fee per change

👉 All amendment requests must be submitted via WhatsApp and are subject to confirmation.

❌ Order Cancellation

  • 7 days or more before fulfilment date
    • Eligible for 100% store credits
    • Valid for 1 year
  • Less than 7 days before fulfilment date
    • ❌ No cancellations allowed

⚠️ Important Notes

  • Store credits are:
    • Non-refundable
    • Non-transferable
    • Not exchangeable for cash
  • Refunds are not provided once an order is confirmed, except for verified product issues.
  • All timelines are based on working days prior to fulfilment.

📦 Delivery Options & Fees (w.e.f. 12th May 2026)

Service Type Time Window Fee
Standard Delivery 9 am – 6 pm FREE (Orders >$150) / $13 (Orders <$150)
AM Slot 9 am – 3 pm $18
PM Slot 12 pm – 6 pm $18
Specific 2-Hour Window Your Choice $30 (Subject to availability)

Note: Deliveries are available daily, including weekends and public holidays.

⚠️ Delivery Exceptions & Logistics

🚚 Delivery Timing

  • Delivery timing is based on selected time windows
  • Exact delivery timing is not guaranteed unless a specific slot is purchased
  • Routes are optimized for efficiency

📍 Address Accuracy

Customers are responsible for providing accurate delivery details.

  • Changes within 24 hours are not guaranteed
  • Incorrect addresses may result in failed delivery
  • Additional charges apply for redirection

🔁 Redirected Deliveries

Last-minute address changes:

  • Subject to driver availability
  • Charged at $30 per request

🚫 Unsuccessful Deliveries

Drivers will wait a maximum of 10 minutes.

If delivery cannot be completed:

  • Order will be sent to the nearest Emicakes outlet for self-collection, OR
  • Re-delivery can be arranged at a $30 fee

🗺️ Area Restrictions & Surcharges

🚫 Non-Serviceable Zones (No Delivery)

We do not deliver to high-security or restricted-access locations, including:

  • Changi Airport (including cargo areas) and PSA Vicinity.
  • Sentosa Island Attractions (Hotels, Theme Parks, RWS).
  • Jurong Island and Marina Bay Sands.
  • Hospitals, Military Camps, and Airbases.
  • Public Parks & Beaches (East Coast, Pasir Ris, Punggol, Labrador).

💲Remote Area Surcharge ($35)

Applies to:

  • Tuas
  • Selected Jurong industrial areas
  • Sentosa residential / Quayside Isle

👉 Free delivery does not apply to these locations.

⚖️ Reservation of Rights

Emicakes reserves the right to verify all addresses.

  • Remote zones: surcharge top-up required
  • Restricted zones:
    • Request alternative address OR
    • Cancel with full refund

👉 Orders will only be fulfilled once all charges are settled.

🎊 Festive Period Deliveries

During peak seasons—including Chinese New Year (13–19 Feb 2026), Mother’s Day (8–10 May 2026), Mid-Autumn Festival, and Christmas (22–25 Dec 2026) —all deliveries will take place anytime between 9 am – 6 pm to accommodate high volume. Specific time-slot requests may be suspended during these periods.

📱 CUSTOMER SUPPORT & ASSISTANCE

If you require assistance, please contact us via WhatsApp at 8113 7960 during our operating hours.

Our team can assist with:

  • Order enquiries
  • Delivery updates
  • Amendments (subject to policy)
  • Product questions

🕒 Operating Hours:
Monday - Friday : 8am - 5pm 
Saturday : 8am - 12pm 

Messages received outside operating hours will be attended to on the next working day.

As cake selections may vary across our outlets, we recommend contacting your preferred outlet directly for the latest availability.

⏱️ Response Time

We aim to respond within 1–3 hours during operating hours.

Response times may be longer during peak periods.