Frequently Asked Questions (FAQs)
How to order?
Step 1: Select the cake of your choice
Step 2: Add to Cart
Step 3: Go to Cart and Select Checkout
Step 4: Select either 'Delivery' or 'In-store Pickup'
Step 5: Complete your details for the order
Step 6: You will be directed to the payment page
Step 7: Upon completing the payment, you will receive the order confirmation with your order details
Step 8: On the date of delivery or pick up:
- Delivery: (An email with the driver’s details will be sent to you before your chosen time slot) *update
- Pickup: An email reminder will be sent to you on the day of collection
Can I order for today?
We currently do not do same day deliveries as of now
Can I walk in and purchase directly from MOF Patisserie KL?
Yes, but the selection will either be extremely limited or there might not be any cakes available for sale. We strongly recommend that you order online to ensure that the cake you want is available
Why can't I select certain date/time options?
It means that the date of delivery is not available for the selected time slot
Can I customize the cake
Our cakes are made with careful thought and high precision - so we are unable to provide any customizations
Do you write messages on the cake?
We do not write messages directly on the cakes, but feel free to leave your message and we will attach your message in a card together with the cake
What forms of payment do you accept?
We accept Credit Cards (Visa, MasterCard), Debit Card, Online Banking/FPX, and e-wallets like GrabPay, Boost, TouchNGo, and Maybank QRpay
I'd like an invoice. Where can I get it
Your standard invoice can be downloaded from the bottom of your order confirmation email
How can I request an e-Invoice?
Once your payment is completed at checkout, you’ll see an option to request an e-Invoice — simply follow the on-screen instructions to submit your details.
If you missed that step, you can still request an e-Invoice later by logging into your account and selecting the order from your purchase history. From there, you’ll be able to request an e-Invoice
(For any issues or if you require additional help, please contact our Customer Service team at greetings@mofpatisserie.com to set up customer service email
Are orders refundable?
All orders are non-refundable. However if the order received is damaged or wrong, we will replace the order or provide a refund to you. You will need to provide a picture of the damages or wrong orders and send to greetings@mofpatisserie.com within 24 hours of receiving the order
How much is the delivery fee and where do you deliver?
We provide car deliveries up to 30km from MOF Pattiserie KL. Please find our delivery fee structure here (attach link)*
Can I pick a specific delivery time?
We currently only have 2 delivery windows (9.30AM - 11.30AM) or (1.30PM - 3.30PM)
We kindly advise that you are available to receive the order during the time slot that you have selected
Will my order arrive on time?
We aim for timely deliveries, but traffic or other issues can cause delays. If timing is vital, consider an earlier slot or self-pickup
How do I track my delivery?
(You'll receive an email with the driver's details before your selected time slot on the delivery day. This email is sent as soon as we assign a driver to your order.)* to confirm and update
What if no one is there to receive the order?
You will need to arrange a pickup from our store by emailing greetings@mofpatisserie.com to confirm.
Please note that we will not reattempt the delivery if you fail to receive the order
Will I receive my cake in good condition?
All our cakes are made fresh to order daily, with strict quality control of our cakes before sending them out for delivery. If your cake is damaged upon receiving, please send a picture evidence of the damaged cake and email to greetings@mofpatisserie.com and we will arrange for a replacement or a refund at our discretion)*to confirm
Can I ask the driver for a different delivery location or at another time slot?
Yes you may do so however it is subjected to availability and may incur additional charges. You can change the delivery address and/or time slot 24 hours before your initial delivery date by emailing greetings@mofpatisserie.com
Do you deliver to units or inside malls/hotels/restaurants?
We don't deliver directly to high-rise units or inside malls. Cakes will be handed over at car-accessible lobbies or drop-off points where drivers can park without incurring fees and in compliance with parking regulations
For hotels or landed restaurants, delivery will be made to the reception if reservation details are provided or if staff are willing to collect the cake when driver access is limited
How will I know when my order is ready for pickup?
You'll receive an email notification on the collection day. If not, feel free to come during your selected time slot, and your order will be ready by then.
Can I pick up my order earlier or later than the scheduled time?
After receiving the 'ready for pickup' email, you can collect your order anytime during our operating hours for the selected location.
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.
Can I change my order's date/time or cancel the order?
Submit a request using this Google form at least 24 hours before your delivery or pickup date.
Once your cake has been prepared, amendments or cancellations are no longer possible.
We’ll confirm via email once your request has been reviewed.
Can I change the delivery address after placing an order?
For delivery efficiency, address changes aren’t possible after placing an order.
If needed, you may cancel your order via this Google Form and reorder using refunded store credit.
Can I change/add on item(s) to my order?
Should you wish to change or add items, please contact us at least 24 hours before your scheduled delivery or pickup.
Once your cake has been prepared, no further changes can be made.
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.
Facing payment or website issues?
Follow these troubleshooting steps:
- Clear your browser's cache.
- Try a different browser (Safari or Google Chrome recommended).
- Toggle airplane mode on, then off.
- Restart your wifi/data connection.
- Consider a different payment method.
If issues continue, contact us with a screenshot of the error. We're here to help!