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 & Debit Card, Online Banking/FPX, GrabPay, Boost, TouchNGo, Maybank QRpay and Shopee Pay.

Q: What are your bestsellers?
You may refer to our 'Monthly Bestsellers' on our homepage. We recommend choosing the desserts according to personal preference. You may also refer to our How To Choose The Flavour page to help you decide. :)


Q: Can I mix and match between the petit gateaux sets?
No. Our petit gateaux sets are fixed. 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.
The cut off time for all our products are as follows:

  • 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 for certain cakes).
  • Petit Gateaux - Tuesdays & Sundays ONLY. Order at least 1 day before (by 2pm).

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. It requires at least 1-day preorder by 2pm.


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 (regardless of distance) or at different times, you would need to place the orders separately on our website. Our free delivery ONLY applies to 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 send us a request 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 via email confirming if the changes are possible. Please read the form carefully before submitting it.
(Working hours: 10am - 6pm)

NOTE:
A change of address is NOT possible once the order has been placed.
Amendments are NOT possible for same-day delivery/pickup.
For next-day orders, cancellation and change of date are NOT possible after 2pm today.
All refunds (if any) will be done via store credit 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 us at bonjour@lacherpatisserie.com 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 contact us via Whatsapp message or email us at bonjour@lacherpatisserie.com at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date.

 

Q: How will refunds (if any) be made?
All refunds (if any) will be made in the form of store credit which will be sent to your email. You may use it on your next purchase with us. It is valid for 1 year. The same code can be used for multiple purchases with us so long as it is not past the expiry date, and there is a balance of store credit available.

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


Q: What is the difference between billing address and delivery address?
The billing address is the buyer's address - 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 option would be to add another item to your order.


Q: I am unable to make payment/I'm stuck at the payment page/I cannot add the items to cart.
Here are some of the steps you can try:
1. Clear your browser's cache
2. Use a different browser (Google Chrome recommended)
3. Switch on airplane mode for a few seconds, then switch it back off.
4. Switch off wifi/data for a few seconds, then switch it back on.
5. Use a different payment method

If the problem persists, please e-mail us at bonjour@lacherpatisserie.com or Whatsapp message us 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 an invoice/receipt. 
Please e-mail us at bonjour@lacherpatisserie.com to request the invoice/receipt. 


Q: Do you take customised corporate orders?
All our corporate orders need a MOQ depending on the request.
Please submit the Google form on our 'Contact Us' page with all the necessary details.

 

Delivery

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


Q: Can I choose the delivery time?
Yes, you can select the time slot of 10am-1pm, 1-3pm, 3-5pm or 5-7pm before adding the product to your cart. 


Q: Can I request a specific delivery time?
Sorry, we 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.


Q: Will my order arrive on time?
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. Please select an earlier time slot, or opt for self-pickup if you cannot risk receiving the cakes earlier/later than expected.


Q: How do I receive the delivery update?
You will receive a delivery update via email shortly before your delivery time slot on the day your order is due for delivery. 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 cake back to our store after completing his jobs at other destinations (if any).

The buyer or receiver will need to arrange a pickup from our store after the cake is sent back to us.


We do not promise, nor do we take any responsibility for the freshness of the cake(s) after that.



Q: Can I change the delivery details of my order?
To change the 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 for the cakes if the recipient is not around during the original delivery time slot.

Please read the form carefully before submitting it. 


Q: Do you use your own drivers or 3rd party delivery services to deliver the cakes?
We use 3rd party drivers who are familiar with the handling of our cakes and pay them by distance just like Grab, Lalamove, and other 3rd party delivery services. Sometimes, we use Grab/GoGet to deliver the cakes.


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

 

Pick Up

Q: Where is your store located at?

Our store is located at 17, Jalan Teknologi 3/3A, Surian Industrial Park, 47810 Kota Damansara, Selangor. 


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 due for collection. 


Q: Can I come pickup earlier/later/anytime?
Our store opens for pickup from 10am-6pm daily. The earliest pickup time is at 10am and the latest pickup is by 6pm. You may come to collect your order 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 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?
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-12°C) and are best consumed within 2 days. However, they can last in the chiller for up to 3-4 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 car's 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 bovine gelatine. We do not use alcohol in our baking.


Q: Can I request 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: Are your cakes suitable for people with diabetes, who are vegans or on a keto diet?
Unfortunately, no. Most of our products contain eggs, gelatine, dairy, and sugar. For more information on dietary restrictions and allergens, please click here.


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. For more information on dietary restrictions and allergens, please click here.