FAQs

ORDERING

Q: How to order?
Step 1: Browse the products.
Step 2: Select your preferred date and time.
Step 3: Select candle/knife, enter the message you would like us to print on the card.
Step 4: Add to cart.
Step 5: Select 'Delivery' or 'In-store Pickup'. (Delivery fee will be calculated after you have entered the delivery details.)
Step 6: Complete the payment.
Step 7: Your order is confirmed!


Q: How does the same-day delivery/pickup work?
We offer same-day delivery/pickup with a minimum of 3 hours pre-order.
Orders have to be placed by 2pm for same-day delivery/pickup.


Q: Can I purchase from your store?
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.


Q: What forms of payment do you accept?
We accept Credit Card, Online Banking, GrabPay, Boost, TouchNGo and Maybank QRpay.


Q: Can I mix and match between the petit gateaux sets?
No. Our petit gateaux sets are fixed and we do not make customised combinations/sets.


Q: Why can't I choose the date/time?
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.
Refer to the list below to check out the cut off time for all our products.

  • Same Day Delivery/Pickup - Orders must be placed at least 3 hours ahead of your preferred time slot, by 2pm on that day.
  • 1 Day Pre-Order - Orders must be placed at least 1 day before, by 2pm.
  • Petit Gateaux - Tuesday & Sunday ONLY, order at least 1 day before, by 5pm.

Q: Can I order the petit gateaux on a day other than Tuesday and Sunday? Can you make an exception for me?
Sorry, we cannot make an exception for you. Our PG is strictly only available on Tuesdays and Sundays and requires at least 1 day preorder by 5pm.


Q: Do you include a physical receipt with my order?
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.


Q: Can I order 2 cakes but have them delivered to different addresses and/or at different dates and times?
If you would like to have them delivered to different addresses or at different times, you would need to place the orders separately on our website. Our free delivery ONLY applies for orders delivered to 1 address at a specific date and time frame.


Q: Can I amend my order?
To amend or cancel your order, please request to us by submitting this Google form at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date and wait for our response to confirm if the changes are possible.
(Working hours: 11am - 6pm)

NOTE:
Amendment is not possible for same day delivery/pickup.
All refunds (if any) will be done via credit voucher which will be sent to your email.


Q: Can I change the cake?
To change the cake, please contact us via Whatsapp message or email at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date


Q: Can I add on to my order?
To add on to your order, please place a separate order for pickup.
Leave us a remark mentioning the original order number that you would like to have the new order delivered with.


Q: Can you change the billing address?
Unfortunately, we cannot change the billing address. Not to worry though, we do not include the receipt along with the delivery.


Q: What is the difference between billing and delivery address?
The billing address is 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. 


Q: I need just need to top up RM1+ for free delivery. Can you help me?
If you would like to waive the delivery fee, your only options would be to add on another item.


Q: I am unable to make payment/I'm stuck at the payment page/I cannot add the items to cart.
Please contact us via e-mail or Whatsapp message with a screenshot of the error page. We will look into the matter and get back to you as soon as we can. 


Q: I would like to request for an invoice/receipt. 
Please e-mail us at bonjour@lacherpatisserie.com to request for the invoice/receipt. 


Q: Do you take customised corporate orders?
All our corporate orders need a MOQ depending on the requests.
Please email us at bonjour@lacherpatisserie.com with all the necessary details.

 

DELIVERY

Q: How much is the delivery fee?
We deliver to areas within 50km from our shop. You may check out the estimated delivery fee and if free delivery applies from our delivery fee page. 


Q: Can I choose the delivery time?
Yes, you can select the time slot of 11am-1pm, 1-3pm, 3-5pm or 5-7pm before adding the product to your cart.


Q: Can I request for a specific delivery time?
Sorry, we cannot arrange delivery at a specifically requested time as we arrange all our deliveries according to the area and distance we have per time slot.
Drivers deliver to multiple areas in one trip, and we cannot predict the traffic conditions or any potentially unforeseen circumstances.


Q: How do I receive the delivery update?
You will receive a delivery update via email on the day your order is set to be delivered. You may also opt for SMS notifications (after checkout) for the delivery update.


Q: What if the receiver is not present at the time of delivery?
The driver will send the item back to our store after completing his jobs at other destinations (if any).

Buyer or receiver may choose to:
Pick up the item from our store OR request for re-delivery with extra charges.
We do not promise, nor do we take any responsibility on, the freshness of the cake(s) after that.


Q: Can I change the delivery address/time/recipient details/message card for my order?
To change delivery details, please submit this Google form 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 (Strawberry Shortcake, Raspberry Jivara, Petit Gateaux etc.)

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


Q: Do you use your own drivers or 3rd party delivery services to deliver the cakes?
We use regular freelance drivers who are familiar with the handling of our cakes and pay them by distance just like third party delivery services. Sometimes, we use grab/go get to deliver the cakes.


Q: Can you deliver to my unit? Or to the shop/restaurant inside a mall/hotel?
Delivering to high-rise building (apartments, condominiums, malls, restaurants, hotels, hospitals, etc.) are not part of our delivery partner's services. The driver will pass the cake(s) to the recipient at the drop-off point or lobby ONLY

 

PICK UP

Q: Where is your store located at?
Our store is located at A-1-11, Eve Suite, Jalan PJU 1A/41, Ara Damansara, 47301 Petaling Jaya, Selangor. Check out this link for the instructions on how to find our store.


Q: How will I know when my order is ready for pickup?
You will receive an email notifying you that your order is ready for pickup on the day your order is set to be collected 


Q: Can I come pickup earlier/later/anytime?
Our store opens for pickup from 11am-6pm daily. Earliest pickup time is at 11am and latest pickup is by 6pm. You may come to pickup anytime (by 6pm) once you have received a 'ready for pickup' email from us.

 

PRODUCTS

Q: Do you write messages on the cake?
No. We do not write on the cake. But we do offer a message on a card. Please type your message in the message box provided before checking out.


Q: How do I store the desserts/cakes? And how long can they last for?
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-15°C) and are best consumed within 2 days.


Q: How long can the cake last in a car ride?
Our cakes can last in a car ride for up to 1 hour, depending on the 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.


Q: Do you use halal ingredients? Does your cake contain alcohol?
While we are not a halal certified bakery as of yet, we only use halal ingredients in our baking, including halal gelatine. We do not use alcohol in our baking.


Q: Can I request for a less sweet cake?
Unfortunately, we cannot adjust the sweetness of our cakes as we make them in batches.


Q: Do you accept customised cake orders?
No, we do not customise the design and flavours of our cakes as we make them in batches.


Q: Is your cake suitable for people with diabetes, vegans or on a keto diet?
Unfortunately, no. Most of our products contain eggs, gelatine, dairy and sugar.


Q: I am allergic to nuts/gluten. Which product is suitable for me?
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.