FAQ

Have a question?

If you have an enquiry, we would be glad to help!
Please do not hesitate to contact us via e-mail at hello[at]elevete.com.my
 or via telephone and Whatsapp at +6018 370 3770

FREQUENTLY ASKED QUESTIONS

DELIVERY

Can I order for a delivery today?

All our "same-day delivery" cakes have a cut-off time at 4PM. Find out which cakes you can order for a delivery today with this link

Where do you deliver? Are there any delivery fees?

We deliver to Klang Valley (Kuala Lumpur and selected areas in Selangor).

Delivery fees are based on the distance between our outlet and your chosen delivery address. The applicable charges are as follows :

  • 🚚 Deliveries for less than 40km distance - additional RM 10 surcharge
  • 🚚 Deliveries for 40km and above distance - additional RM 20 addional surcharge

Such delivery fees will be an additional surcharge and willb be calculated at Checkout once a delivery/shipping address is provided.

Purchases with total of RM 200 or more per single order (to one delivery address) will instantly be entitled for FREE delivery.

Why is there a time range to choose for delivery? Can my delivery be sent at a particular time?

As a general practice, we always endeavor to have our orders picked up 30 minutes prior to the selected time-range.

While we will always try our best to ensure that the delivery is on time, we cannot promise the exact time of arrival for deliveries. Deliveries could be earlier or later than your preferred time slot as all deliveries are subject to traffic conditions, weather, and any unforeseen circumstances.

Please note that live tracking tracking and delivery updates for your order, together with the assigned Courier's contact is also available through the tracking link sent to you in your confirmation e-mail.

How can I check if my order has been delivered?

You can track your order status by viewing the Order Status Page available through the link provided in your confirmation email.

You will be able to view delivery status updates of your order and contact details of the assigned delivery service personnel for your further convenience.

I have an important celebration coming up and it's on a Sunday! What should I do?

We're glad to inform that we now operate daily from 9AM - 5PM. We are only closed on selected Public Holidays, unless otherwise stated.

FREQUENTLY ASKED QUESTIONS

PICKUP

How does it work?

1: Browse the products.
2: Personalize your order by adding a message to be printed on card and including your selection of candles/ cake topper to be accompanied with your order.
3: Select your preferred date for Pickup
4: Add to cart and review your order details. Checkout when you're ready.
5: At Checkout, select 'Pick Up'.
6: Complete the payment.
7: Your order is confirmed! We'll prepare your order and you will be notified when your order is ready for pickup. If you wish to be notified by SMS, click on "I would like to get an update by SMS as well" under Order Updates.

Am I able to stop in and buy a baked good?

We usually have a selection of cakes available for on demand orders. However, we will require some time to prepare your order.
To avoid disappointments, or if you're in a hurry, we strongly advise to pre-order through our website. We accept cash, card & e-wallet payments in store.

How will I know when my cake is ready for collection?

You'll receive notification once your order is ready for pickup.

If you've received your order confirmation by email, you can choose to be notified by SMS as well by clicking on "I would like to get an update by SMS as well" on your "Order Status & Updates" link received with your confirmation.

Do I need to bring any type of confirmation with me?

Please bring your order number and present with us a digital view of your order confirmation email.

Is it okay if someone else picks up my order for me?

Unless you call to instruct otherwise, you are the only person authorized to pick up your order.
If you'd like someone else to pick up your order, please call us and provide that person's name. Make sure the person picking up your order brings a copy of the order confirmation email (digital or printed), along with their valid photo I.D.

Will I need to wait in line if I pre-ordered?

Your order will usually be ready upon your selected pickup time. However, there are certain products that will require final touches upon your arrival to ensure that you receive the best quality in our products. We thank you for your kind patience.
If you're in a hurry, please give us a call to let us know you're on your way so we'll prepare these items right away.

Is it okay if I am running late?

No worries! Your order will be patiently awaiting your arrival.
In order to ensure that all our cakes are freshly delivered, please be do note that you might receive a call from one of our colleagues as a friendly reminder.

If you're unable to pick up your order on the same day, please let us know as we prefer not to keep them and will prepare a new order if notified in advance.

FREQUENTLY ASKED QUESTIONS

ORDER

How can I confirm that my order has gone through?

Once your has been authenticated and the transaction has been approved, you will be redirected to a confirmation page and a confirmation email will be sent to you.If you did not receive a confirmation email, and have confirmed that it is not in your spam or Junk folder, please contact us directly so we can further assist.

How can I make some changes to my order?

Kindly email us / call us to request for the necessary changes. We will endeavor to accommodate to your request and to the best of our capabilities.

How can I cancel my order?

Orders that have already been processed, picked up or are en-route cannot be cancelled.
We strongly advise to contact us at least 24 hours before your chosen delivery time.
Once we have confirmed that your order can be cancelled, a full refund will be issued back to you.

Will you disclose my information to the recipient?

Please note all your details submitted to us will be confidential and not disclosed including to the recipient.

As such, please do not forget to include a message to let them know who the gift is from.

It is preferable to include your full contact details at the "BILLING ADDRESS" section during checkout, as we may need to contact you if we face any delivery difficulties.

I would like to make a bulk purchase for corporate orders / for an upcoming event.

We'd love to be of assistance!

Please drop us an Email or contact us directly via Whatsapp or phone so we can quote you according to your requirements.

This is a gift. Will you disclose the order details and price to the recipient?

Please note that the price of your order will not be disclosed with the delivered product.

Price of the order will only be available at your confirmation email and the "Order Status Page".

FREQUENTLY ASKED QUESTIONS

PAYMENT

What payment methods are available?

There are several payment methods available from our payment gateway provider. Such payment methods available are:credit/debit cardlocal online bank transfer,e-wallets such as GrabPay and Touch N Go e-wallet.

Can I make payments with an international card?

Please select "EGHL" when choosing a payment provider upon your checkout.

If your card is enabled for international transactions, you should be able to make payments with your card.

Please contact your bank card provider to confirm this.

Do you accept cash payments on delivery (COD)?

All confirmed orders must be paid in advance unless you're purchasing directly from our store.

We only accept online payments through our online store or local online bank transfers upon confirmation of your order.

I did not receive any confirmation after making a payment online.

Please contact us directly and share with us your details so we may investigate further.

Although not necessary, kindly share with us a screenshot of any errors that came up during your checkout process as it may help us understand the issue better.

I would like an invoice for my order. Will it be delivered with my order?

Due to the nature of our cakes often being delivered as a gift, no order details entailing the purchase price will be included with the delivery. Protecting your privacy is our priority.

To print an invoice for any of your orders, we highly encourage for you to register a customer account with us. From your dashboard, you can obtain your invoice for all orders you've made with us.

Alternatively, you can just send us an email requesting for the same.

FREQUENTLY ASKED QUESTIONS

CAKES

Can I include a personal message and / or cake topper for a celebration?

Sure! You can include your message by selecting the checkbox "✔ Include a Personal Message" and filling out the options in "Customize Your Celebration Kit" section. Don't forget to let the recipient know who this gift is from!

A complimentary birthday cake topper with a gold candle & a fireworks candle will also be included if you select the checkbox "✔ Include a Birthday Celebration Kit".

Will knife and candle(s) be included with my cake order?

We include candles of your preference and a knife for all our cake orders free of charge.

Do you offer customized cakes?

Yes we do and we'd love to be part of your special event/occasion.

Please contact us directly to let us know what you require so that we can provide a quotation based on your request.

Are your cakes / macarons Halal?

All Elevete Patisserie's products are Halal Certified by the Department of Islamic Development Malaysia (JAKIM). You can verify the same at the “Halal Malaysia” website https://halal.gov.my under the Halal Directory.

Should the cake / macarons be kept refrigerated?

It is recommended to keep all cakes refrigerated if you do not plan to consume within the hour. Macarons should be kept refrigerated at all times.

The cake I received looks different from the image displayed on your site.

We always endeavor to maintain consistency and the highest of accuracy in production of our cakes.

However, as all of our products are handmade, the actual pieces may vary slightly in color and size from the images shown online and may also have slight imperfections.

FREQUENTLY ASKED QUESTIONS

CONTACT

I would like to share some feedback. How can I get in touch with you?

We value your business, your referrals and your feedback.

Your comments and feedback are really important to us as it keeps us current and enables us to constantly improve and to meet our customer’s expectations.

Please feel free to let us know your thoughts by reaching out to us through the following options:

Email : hello@elevete.com.my

Whatsapp : +6018 370 3770

Facebook : facebook.com/elevete

Instagram: @elevete

Do I need to register an account to order?

It is not mandatory to create an account to make a purchase. You can opt for guest check out without creating an account.

But, if you love our desserts and know you will be placing another order in the near future, activating your customer account will help with a quicker and easier checkout next time.

Register your account or find out more here.

I've lost my account password! Can you help?

You can reset your password by clicking on the "Forget password" link.

Where is your shop located? I'd like to visit!

Sure! We are located at the following address:

12, Jalan SS 26/13, Taman Mayang Jaya, 47310 Petaling Jaya

Get Directions via :

Waze

Google Maps

Kindly note that if you intend to pick up a cake along the way, we'd like to remind that all our cakes are prepared according to order.

To avoid disappointment, it is highly recommended to order in advance.

I'm a frequently returning customer. Are there any discounts / rewards program for me?

We run promotions from time to time and you can stay updated by following us online via our social channels.

Our team is cooking up a loyalty program to reward our loyal customers! Please stay tuned!