frequently asked questions

Step 1: Browse through our cake selection (Buttercream Flower / Chiffon Cloud Cake) and pick the serving portion/cake size, flavor, filling that you're keen order. Step 2: Write down your intended pickup/delivery date (min. 3 days notice is required), select your intended pickup/delivery time, and write a brief message (If any) on the handwritten message card column you'd like to come with the cake, and click ‘Add to Cart’. Step 3: Go to 'Cart' and proceed to check out. Step 4: You're required to fill in your delivery details before proceeding to make payment. Step 5: You'll be automatically redirect to HITPAY Payment Gateway to proceed the payment once order is submitted. Step 6: (Final step!) Once payment and order is placed through, you may inform us via WhatsApp +60165887373, we'll send you pickup/delivery details. Then, everything is good to go! :)

As all available slots are secured on a first come first serve basis, we strongly recommend placing your order at least 3-5 days in advance to ensure availability; Additional time is required for tier cake, bulk order & flexible design customization.

Our cut-off time is at 4pm; Order that placed after 4pm are not processed until the next business day.

All our flower cakes and chiffon cloud cakes are absolutely homemade & basically made from scratch inside and out as our commitment to quality. As a result, placing the order in advance is strongly required. :) We do not offer ready made flower cakes/ cupcakes. However, we make ready-made chiffon cloud cakes periodically. Please checkout our IG and FB stories for any latest update :)

We are happy to accommodate any flower cake customisation requests. However, Chiffon cloud cake is not customisable. Please contact us via WhatsApp +60165887373 for more information.

Yes, cake orders come with a cake knife and a candle, whereby cupcake orders come with a candle only.

Yes! All orders come with a mini handwritten greeting card. ** While we have provided a greeting card, appreciate if you could keep your message as brief as possible. (To be more specific, there is a W6cm*H6cm area on the greeting card for us to write your message on. :P)

Yes! We are an online baking studio that work from a home-based kitchen registered with Penampang District Council (MDPPG).

We are not halal certified, however we serve NO PORK & NO LARD.

All our cakes may contains dairy, eggs, wheat, gluten, caffeine (tea/coffee), nuts. We strongly advise you to understand the ingredients and allergens before placing your order as a precautionary measure.

Yes, it is! Any cakes that are with frosting should be chilled, otherwise the underside of the frosting will melt, and the rest will slide off. For Flower cakes: Please keep the cake refrigerated immediately after collection. Take it out from the fridge and sit it until room temperature for best flavor and texture before serving. You may, keep it under a/c environment or cool area (25°C or lower) for immediate consumption. For Chiffon Cloud Cakes: Please keep the cake refrigerated immediately after collection, and let it sit in the fridge for at least one hour or until the cake is completely cold. Thawing is not required at all, the cake is good to be served right away after taking it out from the fridge. It tastes better when it is cold. :)

Store it in airtight container, then refrigerate it as you normally would. Buttercream cake and Fresh cream cake can be frigerated for maximum 2 days, however it is advisable to consume within the day.

While we always keep our level best to interpret our previous designs/ your ideas onto the cake, kindly be noted that we are not able to guarantee a 100% accuracy in term of colors and designs as there are many factors take into account, they are handmade after all (mean no two cakes are identical). Please also take note on the discrepancies in any case any sample photos is attached for reference, we will not replicate their design as in respect of other designers. Your comprehension is greatly appreciated!

We apologize, but we do not offer customization with wording on our cakes at this time. However, we provide a mini handwritten greeting card where you can convey your message.

Yes, pickup is strongly recommended! You're welcome to pick up your order during our operational hour (11am-4pm) at our agreed time. Please be punctual as we entertain based on appointment only.

We cover most of the major areas in Kota Kinabalu and particular areas in Penampang; Within 20km from our studio (FLOURAE & CO @ No. 63, Lorong Kepayan 1, Taman Kepayan).

All cake delivery will be handled by third-party delivery carrier, and there is a flat rate of RM15 -RM20 delivery fee charged w/in 10km and 20km radius from our studio. Delivery fee will be waved for order with RM850 and above. Kindly be noted that after order has been placed, you are acknowledged that Flourae and Co will not be held liable for any damages that may occur after cake has left our premise.

Unfortunately, our delivery team are regretfully DO NOT offer to deliver higher floor/ shop lots/ inside buildings. In such situation, we encourage you to meet the driver at lobby or a convenient place to collect your cake.

We do not mind to! :) However... Dropping a cake into their lap and demanding that they serve it to you during your dining is not a common etiquette. its really necessary for customer to understand the following point- Customer is responsible to call ahead of time and check if bringing own cake (or outside food) is allowed. Giving acknowledgement about the presences of the cake. Check if their chiller is allowed/have sufficient space to store the cake. Understand additional "cake cutting" or "cleaning" charges may apply from the above parties. A completion delivery photo will be snapped by our delivery partner and forwarded to our customer immediately. Flourae and Co will not be held liable for any damages/charges that may occur after the cake dispatched from studio. Afterall it’s only courtesy to communicate with your restaurant, hotel, etc first if you decide on bringing cake. Hope you all enjoy our cakes in a happy situation.

Yes you can, please choose "STORE PICKUP" during your checkout. If you are engaging your own delivery courier, please make sure that you're requesting car delivery instead of bike. Do note that we would not be liable should any damage occur during delivery. Please ensure your driver arrives during our collection hour (11am-4pm) and provide your name & contact number upon collection.

Yes, you can. However, in order to ensure a smooth delivery process for surprise or anonymous cake delivery order, it is imperative that the provided recipient details are accurate. Any errors in the information or inability to contact the recipient during delivery or upon arrival may result in the cake being returned to our home kitchen. We cannot be held responsible for any on-the-spot rejections that may occur due to reasons beyond our control. It is the responsibility of the customer to provide us with correct and up-to-date recipient information to avoid any potential issues during delivery.

Any consequence of the product as a result of no representative being available at the agreed time and location is the responsibility of the client. ___Store Pickup___ If you would like to pickup outside of our business hours, please contact us via WhatsApp (+60165887373) before your initial collection time. Failure to do so: i. Cake that is not picked up before the requested collection hour will be stored for the next working day. If the cake is not picked up within the next day of the initial collection date, it will be discarded, and no refunds will be issued. ___Delivery___ Delivery driver would call receiver upon their arrival. We understand some of our clients place an order anonymously in order to make a surprise delivery, however please ensure that the receiver is contactable and he/she is there to collect the cake in a timely manner. A maximum of 10 minutes waiting period will apply. Failure to do so: i. The driver will leave the cake at the drop-off point if there's any. (In this case, customers must take their own risk). OR ii. The cake being brought back to us if no drop-off point is available. You may choose to self collect during our operation hour (return fare will be charged upon cake collection), or opt for re-delivery (RM30, and subjected to availability.) / If the cake is not being collected within the next day after the initial collection date, the cake will be discarded and no refunds will be issued.