Ordering:

How to Order:

Browse products.

  1. Select date, time, and customize details.
  2. Add to cart.
  3. Choose delivery or pickup.
  4. Complete payment.
  5. Order confirmed!

Same-Day Delivery/Pickup:

  • Orders by 12pm for same-day delivery/pickup.

Can I purchase from your store?

  • Yes. We do sell on display.

Can I mix and match between the petit gateaux sets?

  • Yes.

Do you write messages on the cake?

  • We don’t write directly on cakes, but we provide a message card option.

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 follow:
  • Same Day Delivery/Pickup - Orders must be placed before 12pm on that day for delivery service.
  • 1 Day Pre-Order - Orders must be placed at least 1 day before (by 2pm for certain cakes).
  • Petit Gateaux -Orders must be placed before 12pm on that day for delivery service.

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.

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.


Amendments

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:

  1. A change of address is NOT possible once the order has been placed.
  2. Amendments are NOT possible for same-day delivery/pickup.
  3. For next-day orders, cancellation and change of date are NOT possible after 2pm today.
  4. All refunds (if any) will be done via store credit which will be sent to your email.

Can I change the delivery address after placing an order?

  • After ordering, address changes aren't possible for delivery efficiency. Ensure the address is correct beforehand. If necessary, you can cancel your order via this Google Form and reorder using refunded store credit.

Can I change the cake?

  • To change the cake, please contact us via Whatsapp message or email us at soffacustomerservice@gmail.com at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date. 

Can I add on to my order?

  • To add on to your order, please contact us via Whatsapp message or email us at soffacustomerservice@gmail.com at least 24 hours before/48 hours before (for 1-day preorder cakes) the delivery date.

I would like to change the message on my card. Is that possible?

  • Please contact us as soon as possible to ensure there's sufficient time for our operations team to make the amendment. Once the order is sent out, changes may not be feasible.

Payments, Refunds and Invoices

What forms of payment do you accept?

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

 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. 

How will refunds (if any) be made?Are orders refundable?

All orders are non-refundable. However, in specific circumstances like order amendments, refunds will be provided in the form of store credit sent to your email. This credit is valid for 1 year and can be used for multiple purchases within its validity.

I would like to request an invoice.

You may find the invoice PDF at the bottom of your order confirmation email.

DELIVERY

How much is the delivery fee?

We deliver to areas within 50km of our shop. You may check out the estimated delivery fee.

Can I choose the delivery time?

  • Yes,Delivery time slot: 11am-1pm, 1-3pm or 3-5pm. Exact timings within slots can't be guaranteed due to traffic and route planning.
  • We DO NOT do delivery after 5pm due to hight traffic volume.

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: What if the receiver is not present at the time of delivery?

  1. The driver will send the cake back to our store after completing his jobs at other destinations (if any).
  2. The buyer or receiver will need to arrange a pickup from our store after the cake is sent back to us.

  3. 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

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.

Q: Will the cake arrive in good condition during delivery?

We understand the importance of delivering your cake in pristine condition. Rest assured, we take every precaution to ensure it reaches you in perfect shape. If, by any chance, there is damage to the cake during the delivery process, we kindly request that you inform us immediately upon receiving it. We will promptly address the issue and take appropriate action to resolve any concerns. Your satisfaction is our priority, and we strive to provide you with a delightful cake experience.

Q: Can you deliver to my unit? Or to the shop/restaurant inside malls/hotels?

We apologize for any inconvenience, we do not include delivering to individual units within high-rise or multi-storied buildings such as apartments, condominiums, malls, restaurants, hotels, hospitals, and the like. The driver will hand over the cake(s) to the recipient exclusively at the drop-off point or lobby of such buildings.

However, for hotels or landed restaurants, we can accommodate deliveries to their reception area with the necessary customer reservation details. Please provide us with the relevant information when placing your order.

Pick Up

Q: Where is your store located at?

Soffa Patisserie@ Southkey Lakefront is located at c-1-25 Pusat Komersial Bayu Tasek, Persiaran Southkey 1,80150 Johor Bahru, Johor.. We're open from 11.30am-6.30pm, Mon-Sun.

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. 

Can I come pickup earlier/later/anytime?

  • You are welcome to pick up your order anytime within the operating hours of the location you selected, once you've received the 'ready for pickup' email from us.


  • If you are not able to collect your order from us within the operating time, the order will automatically be kept overnight and to be collected within our operating time the next day. We can't guarantee the cake's freshness beyond this point.

Can I use a third-party delivery service for collection?

  • Absolutely. For cake orders, ensure the service uses a car, not a motorbike. Please provide the driver with your order number and name for a smooth pickup.

  • Important: Cakes need to be transported on a flat surface with the AC on high.

Products

How should I store the desserts/cakes and for how long?

Upon receipt, place cakes in the chiller for at least 30 minutes. They're best enjoyed within 2 days at 10°C-12°C, but can last up to 3 days in the chiller. Do not freeze the cakes.

Will the cake last during a car ride?

Cakes can withstand a car journey for up to 1 hour with high AC. For longer trips, consider an insulator bag with ice packs.

Q: Do you use halal ingredients? Does your cake contain alcohol?

While we are not a halal-certified bakery, we only use Muslim-friendly ingredients in our baking, including halal gelatine. We do use alcohol in our baking for some of our product.

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.