Shipping policy

Shipping & Delivery Policy

Because our cakes and delicate baked goods require temperature control and careful handling during transit, Twinkle Cakery offers local door-to-door delivery across Selangor and Kuala Lumpur via third-party courier services, as well as self-pickup options from our studio. Standard postal shipping is not available for fresh cake orders.

 

1. Delivery Coverage Area & Rates

Service Zones: We deliver across major Klang Valley regions, including Kuala Lumpur (KL), Selangor, Petaling Jaya (PJ), Puchong, Sri Petaling, Serdang, Damansara, and Kepong.

Dynamic Delivery Fees: Delivery rates are calculated automatically at checkout based on the distance between our studio and your delivery postcode.

Third-Party Dispatch: All deliveries are fulfilled using third-party on-demand car couriers (e.g., Lalamove). All fragile orders are requested to be dispatched in 4-wheel air-conditioned vehicles.


2. Ordering & Delivery Time Slots

Slot Selection: You can select your preferred delivery date and available time slot directly on our website during checkout.

Order Lead Times:

  • Custom & Artisanal Cakes: Require a minimum of 5 to 10 days advance notice.
  • Standard & Signature Cakes: Require 2 to 3 days advance notice (subject to daily slot availability).Same-Day Orders: We do not offer automated same-day delivery via the website. Please contact us via WhatsApp to check for last-minute availability.


3. Self-Pickup Guidelines

Pickup Hours: Available daily from 8:00 AM to 6:00 PM.

Pickup Slot: Please select your preferred pickup time slot at checkout and adhere to your chosen time so we can have your cake ready and chilled.

Location Details: The exact studio address and Google Maps/Waze pin location will be displayed upon checkout and included in your order confirmation.

Cake Transport Guidelines:

  • Always place the cake box on a flat, level surface inside a fully air-conditioned car (e.g., on the car floorboard, NOT on a slanted seat or in the trunk).
  • Always carry the box from the bottom. Do not carry it by the top handle or push against the sides of the box.
  • Twinkle Cakery is not responsible for damage occurring after the cake has been handed over and leaves our premises.


4. Recipient Presence & Failed Deliveries

Delivery Window: Please ensure someone is present at the delivery address during the selected time slot.

Waiting Time: Couriers will contact the recipient upon arrival and will wait for a maximum of 10 minutes.

Failed Deliveries & Redelivery:

  • If the recipient is unreachable, unavailable, or the address is incorrect, the cake will be returned to our studio to maintain product safety.
  • The customer is responsible for all redelivery charges. Redelivery fees will be recalculated based on real-time courier rates at the time of re-dispatch.
  • Original delivery fees are non-refundable for failed delivery attempts resulting from incorrect information or recipient absence.


5. Ingredients & Storage Instructions

Halal-Certified Ingredients: All our products are prepared using 100% Halal-certified ingredients and are strictly 100% pork-free and alcohol-free.

Storage Advice: Refrigerate your cake immediately (2°C - 5°C) upon receiving it. For standard butter-based cakes, leave the cake at room temperature for 5–10 minutes before serving to soften the cream. Fresh cream cakes should remain chilled until serving.


6. Third-Party Courier Transit & Damage Disclaimer

Third-Party Fulfillment: Deliveries are handled by independent third-party courier services. Once an order is handed over to the courier driver in good condition, transit conditions are beyond our direct control.

No Guarantee for Transit Damage: Due to the extremely fragile nature of cakes and fresh cream decorations, Twinkle Cakery does not guarantee against, accept liability for, or offer refunds/replacements for damage, melting, or structural shifting incurred during third-party transit.

Customer Risk & Recommended Option: By opting for delivery at checkout, you acknowledge and accept the risks associated with third-party cake transportation. If you require absolute perfection and peace of mind for a delicate design, we strongly encourage choosing the Self-Pickup option.