terms and conditions

It is the obligation and necessity of the customer to read the following Terms & Conditions.

 

www.flourae.co (the “Site”) is operated by Sherny L. trading as "Flourae and Co”. By using the "Site" and/or placing an order for cake, cupcake, or any items and services from Flourae and Co, you agree to follow and be confined by these Terms & Conditions. These terms and conditions may be modified or updated by us from time to time. We reserve the right, at our complete discretion, to change these terms and conditions at any time by posting revised terms on the Site. It is your responsibility to check periodically for any changes we may make to these terms and conditions. Your continued use of this site following the posting of ch anges to these terms and conditions indicates your acceptance of the changes. If you do not agree to these terms and conditions, you should immediately cease use of the Site. The use of the Site and the provision of goods to you by Flourae and Co is conditional on your acceptance without alteration or modification of the terms and conditions.

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1. Ordering

• Placing your order in advance is strongly recommended as our slot availability is limited.

• Place your order before the mentioned lead time on the respective item to ensure slot availability.

• Additional time is required for multiple-tier cake, bulk order & flexible design customization. This is to ensure that both parties have sufficient time to communicate and discuss cake design, flavor, portion, and so on.

• All available slots are secured on a first come first serve basis.

• Order confirmation from the website:

  • Your order is confirmed once full payment has been made by Hitpay. After placing an order online, you would receive an order confirmation in your email immediately thereafter. There will be no further confirmations from our end. Please feel free to Whatsapp us (+6016-5887373) if you did not receive this confirmation email.

• Order from WhatsApp: 

  • Ordering from WhatsApp only eligible for multiple-tier cake, bulk & flexible design customization order. 

  • Do note that by placing an order via WhatsApp there will be no automated email order confirmation provided.

• Cake slots can be occupied at any time of the day. Flourae and Co shall not be held liable if your intended date is occupied due to late payment from the customer's end.

• There may be instances where the date got fully booked while we're in the midst of a discussion. Do note that we're not obliged to take in all orders and we reserve the right to turn down an order despite being in the midst of discussion.

• All our cakes may contain 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. 

• We are not halal certified at the moment, however, we serve NO PORK & NO LARD.

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2. Terms of Payment

• By placing an order, you confirm that the details contained in the order are correct in all respects.

• No work will commence until full payment is received based on the agreed quote and order details.

• From our website: 

  • Full payment has to be made upon confirmation to secure your slot, regardless of how days/months the scheduled delivery date is from the day you placed your order.

• Via WhatsApp

  • For orders that are placed within the month, full payment has to be made to secure your slot.

  • For orders that are placed exceeding RM1000 with fulfillment date beyond thirty (30) days, a 50% non-refundable deposit is required to secure the slot. The remaining balance must be made at least ten (10) days prior to your intended fulfillment date.

• Quotes given are valid only for fourteen (14) days from when the quotation was provided. We reserve the right to amend the quote as and when required. 

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3. Alterations and Changes

• Amendments to cake design, flavour, or sizes can be made up to seven (7) days before your intended pick up/ delivery date, although additional charges may apply depending on the nature of the changes.

• Changes to collection date and time must be made at least forty-eight (48) hours before the date/time of collection or delivery.

• Should any postponement is required, we would suggest not over thirty (30) days.

• Last-minute changes, especially on the same day, will not be entertained.

• We serve the right to decline any last min requests should we feel we can't complete them in time.

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4. Force Majeure​​​

• Neither Flourae and Co, nor any delivery service we hire shall be liable for any failure or delay in performance caused by any unforeseen circumstances beyond our control (i.e. fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, power outage, obstruction of any private or public highway, riot, government act, the act of war, terrorism, the act of God, etc.)

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5. Design, Size and Portions

• Buttercream:

  • We are not able to guarantee 100% accuracy in terms of colors and designs as they are all handmade after all, the slightest variations in colour and appearance may occur (basically, no two cakes are identical).

  • Please take note of the discrepancies in any case any sample photos are attached for reference, we will not replicate their design as in respect of other designers.

  • Colour representations may differ from those transferred via electronic mediums. Flourae and Co will not be responsible for any colour discrepancies between the aforementioned representations and the end product.

  • All tiers are approximately 4 to 5.5 inch in height and our serving portion is based on the coffee portion (1x1") and dessert portion (2x1").  The aforementioned serving numbers are solely for reference purposes, the numbers of serving portions may vary due to cutting pattern.

  • Individual buttercream flower single-tier cakes are available with options of pre-designed and personalize design, in sizes 4, 5, and 6 inch

  • Individual larger size cake (single-tier) necessitate a minimum purchase of RM2200 to ensure exceptional quality and craftsmanship.​​

  • Buttercream flower cupcakes are available with options of pre-designed and personalize design, in box of 6 and 12 cupcakes.

  • Customize designs and special cupcake box packaging requests incur additional fees as part of our service offerings.

• Chiffon Cloud Cake:

  • In regards to Chiffon Cloud cake designs, standard options are currently provided without customization.

  • Chiffon Cloud cake are available in sizes 6 and 8 inch.

  • All product images serve as a guide only. Please note that the availability of fresh herbs used for decoration depending on the season or availability. It may be substituted for similar herbs.

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6. Self-collection and Delivery

• All orders can be collected at our studio (Taman Kepayan) or delivered to you at a requested address.

• Self Collection:​

  • Self-collection is strictly at Flourae and Co @ 63, Lorong Kepayan 1, Taman Kepayan, 88300 KK Sabah.

  • Please pick up the cake during yout selected time frame.

  • Any consequence to the product as a result of no representative being available at the agreed time and location is the responsibility of the client. 

  • Cake that is not picked up before the end of our closing 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.

  • ​If you are engaging your own delivery courier, please choose store pickup during checkout. Ensure your driver arrives during your selected collection time, and provides your name & contact number to collect on behalf. He/she would also have to sign to verify the order is received in good order. 

  • Once the cake has been collected, it is considered as acceptance by the customer, and we will not be held liable for any further damage to the cake.

• ​Delivery: 

  • ​All our cake delivery services are handled by our in-house runner.

    • ​Daily departure time are from 11am - 1pm.

    • Delivery fee apply: Delivery A: <10km from our studio, RM15 ; ​Delivery B: 10-20km from our studio, RM20.

  • ​​​​We DO NOT provide delivery to upstairs/shop lots/inside building mostly due to parking constraints. Customer need to present themselves to meet our runner for cake collection upon arrival.

  • If necessary, third-party courier services will be hired in handling the increased volume of deliveries to minimize any issues that may arise due to the high demand.

  • Opting delivery to hotel/shoplot/restaurant/café:

    • ​​​​​​​Customer is responsible to call ahead of time and check if bringing own cake is allowed, if their chiller have sufficient space to store the cake, and giving an acknowledgement about the presences time of the cake if necessary.​ Flourae and co will not be held liable for any damages/charges that may occur after the cake is collected.

  • Order placed as surprise?​​​

    • ​​​​​​It is crucial that the recipient’s details are accurate to avoid any potential issues during delivery. Flourae and co do not held responsible for any on-the-spot rejections that may occur.​​​

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7. Cake Storage

• Buttercream Flower:

  • ​Keep the cake refrigerate immediately after collection. Sit the cake until room temperature for the best flavor and texture before serving.

  • You may keep it under a/c environment or cool area below 27°C for immediate consumption.

• Chiffon Cloud Cake:

  • ​This cake should be kept refrigerated upon collection and at all time. Only take it out from the fridge for immediate consumption.

• ​It is the responsibility of the client to ensure the products are stored as per the recommended storage instructions (click here for the cake storage instruction. FAQ>CAKE STORAGE). The cake is advisable and best consumed within the day from collection/delivery

• Flourae and Co do not warrant the length of time for which the cake will remain fit for consumption.

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7. Refunds, Reschedule and Cancellation

• Deposits made by customer are non-refundable.

• We highly encourage you to request a change of date and time instead of seeking a refund.

• A minimum of five (5) days reschedule notice prior to your fulfilment date is required (subject to slot availability).

• To uphold fairness and prevent any complications, NO refunds will be allowed once the cake is completed. 

• 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.

• We reserve the right to cancel orders at any time. Should the cake order be canceled by Flourae & Co, the fee will be 100% refunded.

• In case refund request is insisted, please be informed that a 20% recovery fee will be deducted from the refund amount before processing the reimbursement.

• It will take fourteen (14) working days for the refunds to be credited into the account/bank that customer used to pay for the order.

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8. Marketing

• All marketing representations contained on Flourae and Co website, social media, email, or other mediums are for illustrative purposes only, it does not form part of the Contract. 

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9. Copyright and Trademark

• All contents of these pages (including published information, text, pictures, photos, and videos) are Flourae and Co's copyright trademark or legal entity. It is illegal to duplicate, modify, distribute, reproduce, or include in any other work part or all of the content available on this website in any manner, except:

  • Extract (copy, print, download, etc) any of the contents on this website for the sole purpose of using this website or placing an order with Flourae and Co.

  • Extract (copy, print, download, etc) any of the contents on this website for the purpose of transmitting to individuals third parties for their personal information, with recognition of the material's source and notification to the third party that these terms apply to them as well and that they must comply.

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