Collection & Delivery Policy

Collection, Delivery Policy 

Collection Policy

Same day collection orders will have to be placed before 2pm to be collected on the same day. Orders placed after 2pm will be collected the following day or any other day as selected by you.

1. Collections are available for both outlets.

• The Hub SS2, from 12noon to 9pm only.
• Bangsar, from 12noon to 6pm only. (closed on Monday)
• Collections are fulfilled via time slots selected.
• Although Kooky Cream strives to cater to your order in the most punctual manner as possible, we cannot be held liable if your order is delayed due to unforeseen circumstances that are out of the control of Kooky Cream.
• Please take note that when collections, you will have to mention your order no, name and the cake ordered as collection verification to collect your cake. If you have arranged someone (e.g. friends, Grab express, Lalamove pick up, etc.) to collect on behalf of you, he/she will need to mention the name written on the order and the cake you ordered will as collection verification to collect the cake.
• As cakes are fragile, collection by car is highly recommended.

 

Delivery Policy

Same day delivery orders will have to be placed before 2pm to be delivered on the same day through WhatsApp 012-240 4211. Orders placed after 2pm will be delivered the following day or any other day as preferred by you.

1. Deliveries are available from daily Monday-Sunday (subjected to daily available slots).

2. Delivery service is available by contacting our customer service team directly via WhatsApp 012-240 4211 and the delivery fees will be charged accordingly depending on the distance.

3. Deliveries are fulfilled via time slots and deliveries for specific timings are not available.

3. Although Kooky Cream strives to deliver your order in the most punctual manner as possible, we cannot be held liable if your order is delayed due to unforeseen circumstances that are out of the control of Kooky Cream.

4. Please take note that when our third party delivery partner arrives at the delivery location, they will allocate 10-15 minutes of waiting time. If however, past that there is no one there to receive the cake. Our third party delivery partner will leave to proceed with their other deliveries and circle back to do yours. In that case, a re-delivery charges will be imposed according to the location.

5. Delivery fee is charged based on the distance of our main bakery (Kooky Cream @ The Hub, SS2) and your desired address. Please do contact our customer service team via WhatsApp 012-240 4211 for the actual delivery fees quotation. 

 

Damages

Your orders are packaged to ensure they are well delivered. However, due to unforeseen circumstances that are well beyond our control, your order may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us via hello@kookycream.com or Whatsapp us at +6012-240 4211 immediately and inform us of the issue at hand with attached images to support your claim so that we can arrange for a replacement cake to be delivered at the soonest available date or arrange a refund, at Kooky Cream's sole discretion.

Please note that you will have to notify us of the damage at least 4 hours from receiving your order, with images to support your claim. If the report is made after 4 hours from receiving your order, Kooky Cream may not accept the report as we are unable to investigate the matter to its full extend and the parties involved.