FAQs

Ordering

Q: How to order?
Step 1: Select the CNY cookies set of your choice.
Step 2: Add to cart.
Step 3: Click checkout.
Step 4: Fill up the shipping information.
Step 5: Complete payment.
Step 6: Your order is confirmed!


Q: What forms of payment do you accept?
We accept Online Banking/FPX, Credit cards and E-wallets.


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 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: 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 by bank transfer. 

 

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.