Order & Payment

Ordering and Payment Policies

Placing Orders

Orders must be placed either over the phone or Whatsapp or Facebook private message. And clients must agree to our ordering policies before proceeding.  Our online inquiry form may be filled out to begin the process and to obtain a quote for a cake. For faster feedback, please contact us through SMS or Whatsapp. But as we are a very busy shop, it will take some time to return to you. Rest assured, we will get back to you as soon as possible.

Payments

For orders RM 50 and under, we require full payment upon ordering.  This is NON-REFUNDABLE. Orders over RM 50 require a 50% NON-REFUNDABLE deposit upon ordering and balance is due upon pickup. Wedding cakes/cupcakes and large events orders final payment is due one week prior to event.

Changes To Order And Cancellation Policy

We will increase serving amounts on cakes orders (including wedding cakes) but WILL NOT decrease servings once order has been placed and deposit received and/or contract signed. If you need to change the date of your order, serving requirements or design, please provide us with at least two weeks’ notice. Date changes may be accommodated depending on availability. Cancellations of order must be made no later than 2 days after placing order in order to receive a refund.  Last minute orders (for same week pickup) will not be cancelled.

Changes to cake design must be made no later than one week prior to pick up - extra charges may apply to design changes/additions. And we reserve the right to cancel your order or refuse service due to abusive behavior, unpaid balances, unrealistic expectations or last minute changes that are not reasonable to our staff or time permitting. 50% of the initial deposit will be refunded.

Design

Please be informed that we do not copy other artists’ works. We will use our best imagination to interpret your wish into our cakes by using the pictures you give to us.

Colours

We will do our best to colour match samples that are given to us but please keep in mind that we are working with food product and edible colours. Some colours such as pinks, purple and grey are vastly affected by light and we cannot guarantee exact colour matches nor colour stability.

Edible Image

We only accept one photo per cake unless you have formatted a collage and it is submitted as a single JPEG image.  We will not print numerous pictures on one cake unless this has been agreed upon with the decorator. (Extra charges will apply).  We will not print offensive, vulgar or x-rated images on our cakes. However, we offer FREE service to edit your picture and combine them with cartoon characters as requested. The image can be sent to our Whatsapp or FB private message.

Picking Up The Order

The order will be ready at the agreed-upon time and date.  Early pick-ups may be accommodated with proper notice, but as we are a very busy shop, we cannot always complete orders early. Your cake will be securely boxed and covered with our sticker when you pick it up, plus with a plastic cake knife.  Please check to see that we have the correct design and spelling on the cake prior to leaving the shop. If you are having another person pick up your order, they will be required to sign a waiver agreeing that your order was intact and correct at time of pickup. We are not responsible for orders once they leave our premise. For wedding cake, we will deliver to you approximately an hour or half an hour earlier (except for some circumstances such as natural disasters, rainy days and etc.).

Storage And Transportation

We will advise you on how to manage the cakes. However, as we stated earlier, we are not responsible for orders once they leave our premise. Please transport your cake/cupcakes in a flat area (floor or back of van/mpv and not in the back of a truck or on a seat or in the car trunk/bonnet. Cakes and cupcakes should be transported in a cool vehicle and not in direct sunlight.  If you have a long distance to travel, we recommend you to leave your car air-condition in cool temperature especially for fresh cream and cream cheese frosting cakes and cupcakes. Cakes/cupcakes should be refrigerated prior to your event in the original packaging and then may be removed and left out in a cool room for a few hours prior to serving.  Leftovers should be wrapped, refrigerated (2-3 days) or frozen.   We do not recommend displaying cakes or cupcakes outdoors in either direct sunlight or on warm days.  Our cakes and cupcakes are iced with buttercream/fondant and will melt and become sticky if subjected to very warm temperatures.

Thank You For Choosing Lets Cupcakes by KCL! To Celebrate Your Special Days.