FAQs

Ordering

Q: How to order?
Step 1: Select the CNY gift box of your choice.
Step 2: Add to cart.
Step 3: Click checkout.
Step 4: Select 'Shipping' or 'In-store Pickup'.
Step 5: Complete payment.
Step 6: Your order is confirmed!


Q: What forms of payment do you accept?
We accept Online Banking/FPX, GrabPay, Boost, TouchNGo, Maybank QRpay and Shopee Pay. Credit card payments are not available at the moment.


Q: Do you include a physical receipt with my order?
No, we do not attach any receipts to the parcel. The buyer will receive a payment confirmation and an order confirmation email once the order is confirmed. Please check your primary inbox/spam/promotions folder for the order confirmation email.

Q: Can I change/cancel the order?
Unfortunately, no. All orders are final once placed and cannot be undone. 

Q: What is the difference between billing address and shipping address?
The billing address is the buyer's address - the address associated with your bank account. The shipping address is the address of the recipient - the address you would like to have the gift set(s) delivered to. 

Q: Can I change the billing address?
Unfortunately, we cannot change the billing address. Not to worry, we do not include any receipts with the parcel.

Q: Can I change the shipping address?
Unfortunately, we cannot change the shipping address. Please ensure that the recipient's address is correct before proceeding with the purchase.

Q: I am unable to make payment/I'm stuck at the payment page/I cannot add the items to cart.
Please e-mail us a screenshot of the error page to bonjour@lacherpatisserie.com. We will look into the matter and get back to you as soon as we can. 


Q: I would like to request for a receipt. 
Please e-mail us at bonjour@lacherpatisserie.com to request for the receipt. 


Q: Do you take customised corporate orders?
All our corporate orders need a MOQ depending on the request.
Please submit this Google form with all the necessary details. (The google form can also be found on our 'Contact Us' page)

 

Delivery

Q: Where do you deliver to?
We deliver to West Malaysia only.


Q: How much is the delivery fee?

A flat rate of RM8 applies. 


Q: Can I get free delivery?
Free delivery applies to orders above RM200.


Q: When will my order arrive?
All orders placed before 12pm are expected to arrive within 1-3 working days.


Q: Will my order arrive on time?
We will do our best to ensure that your orders reach you within 1-3 working days. However, please keep in mind that delays in deliveries may occur during this peak season or due to any other reasons as mentioned on our website. Please purchase at your own risk.

Q: Can I schedule the date and time of delivery?
Unfortunately, you cannot. If you would like delivery within a specific time slot at a specific date, kindly proceed with your order via www.lacherpatisserie.com (only applicable to areas within 50km of our store).


Q: How do I track my order?
You will receive a tracking link from our courier service partner via email within 48 hours after your order has been successfully placed.


Q: Can you guarantee that my order will arrive in good condition?
Our CNY gift boxes will be secured with bubble wrap before they are sent out to our courier service partner. However, please bear in mind that cookies may slightly crack/break during the journey. Please purchase at your own discretion and risk. 

If the parcel is spotted damaged/broken/wet/abnormal in shape, please provide us with a video/photo (highly advised/preferred) during the unboxing which clearly shows the defect/abnormality.

If the product is received in a fully damaged condition, please send us an email to bonjour@lacherpatisserie.com with video(s) & photos as proof.


Q: What if I am not home during the delivery?
The courier service may attempt redelivery the following day. If attempted delivery is not successful, it may be returned to us or disposed of. Please make sure the recipient's details are correct & contactable to avoid any complications with deliveries and to prevent any unforeseen circumstances from arising out of it.

Q: I did not receive my order
If it has been more than 3 working days since you placed the order, please contact our team via email. We will check with our delivery partner and get back to you as soon as we can.

Unsuccessful delivery attempts may be due to the following reasons (this list is non-exhaustive):

  • Address is incomplete or invalid.
  • Address is temporarily inaccessible.
  • Address (shop or office) is closed.
  • Receiver could not be contacted.
  • Receiver is not identified at the delivery location.
  • The package was rejected by the recipient.
  • The package was lost or damaged during the delivery.
  • Other factors that cannot be controlled, such as natural disasters (heavy rains, flash flood etc.), epidemics, state of emergency/lockdown and others.

We will not take any responsibility over the products/product condition if the delivery is unsuccessful due to the reasons above. Please purchase at your own risk. 

 

Q: When can I request a refund?
ONLY where delivery is unsuccessful through the absolute fault of our courier service partner, or if the parcel is lost or entirely damaged during delivery, can you request a refund. 

Q: How will refunds (if any) be made?
All refunds (if any) by us will be made in the form of store credit which will be sent to your email OR by bank transfer. The store credit is valid for 1 year and can be used on future purchases. The same code can be used for multiple purchases with us so long as it is not past the expiry date, and there is a balance of store credit available.

 

Products

Q: Do you use halal ingredients? Do your products contain alcohol?
While we are not a halal certified bakery as of yet, we only use halal ingredients in our baking, including halal bovine gelatine. We do not use alcohol in our baking.


Q: Are your products suitable for people with diabetes, who are vegans, or on a keto diet?
Unfortunately, no. Most of our products contain eggs, gelatine, dairy and sugar. 


Q: I am allergic to nuts/gluten. Which product is suitable for me?
Most of our cookies contain nuts. Cookies that do not contain nuts may contain traces of nuts.