1.0 Products Related
1.1 Can I customize my cake design?
Kindly visit any Lavender in Malaysia https://lavender.com.my/locations/ to customize design. You are welcome to bring pictures or inspiration ideas to discuss with our cake advisor.
1.2 Can I add a message on cake?
Yes. There is a limit of 25 words. Please type your message in the “Customer Remarks” during checkout.
1.3 What should I do if I receive a defect / wrong item(s) with my order?
Please check all your items upon collection / delivery. Please inform our staff at the time of collection if there are any discrepancies.
1.4 Why does my cake look slightly different from the pictures?
All our cakes are handmade by our chefs. We are unable to guarantee an exact replication. Slight variations in colour and appearances are normal. Fruits may vary as it depends on seasonal availability.
1.5 Contains gelatin? What is gelatin?
Gelatin is a protein obtained by boiling skin, tendons, ligaments, and/or bones with water. Our gelatin is obtained from cows and is halal certified.
All products that used gelatin as an ingredient will be stated clearly on its price tags.
1.6 Is Lavender halal certified?
Our policy is NO PORK NO LARD NO ALCOHOL added to our bakery products. Ingredients such as flour, egg, chicken, beef, lamb including gelatin are with halal certificates. It is Lavender’s priority to always use premium quality ingredients that are also halal certified.
1.7 Who should I contact to feedback an issue with the product?
For Appearance Issue: Please inform our manager at the time of collection.
For Other Issue: Please email us at firstname.lastname@example.org or call us at 07 352 3233.
We take our product safety and quality very seriously and will return your enquiry within 1-3 working days.
Customer service hours are Monday to Friday, 9am – 6pm (excluding Malaysia & Johor Public Holidays)
2. Handlings / Shipping / Delivery
2.1 Should I refrigerate my product upon collection / delivery?
Our products contain no added preservatives. Please refer to product labels for storage temperature and handling.
2.2 Can I change the pick-up / delivery time?
No changes are allowed after order is placed. Due to the perishable nature of our products, full payment will be forfeited and goods will be disposed if not collected within 2 days.
2.3 Can I collect my order on the day of purchase?
No. Online order must be made 3 days before collection or delivery.
2.4 Can I bring Cake Lapis, kaya or any of your products overseas?
We recommend hand-carrying sensitive products on board to reduce handling damages. You can also bubble-wrap and check-in with your luggage for long-haul flights. Refrigerate immediately upon arrival. Always refer to our product storage and handling instructions. Temperature fluctuations may affect the quality and shelf life as it does not contain any added preservatives. Lavender is not responsible for mold growth or spoilage due to temperature and handling abuse.
3. Payment / Discount / Bulk Order
3.1 Can I cancel my order?
Goods sold are not returnable or exchangeable.
3.2 Are there any discount if I purchase in bulk?
5% discount will be entitled if total purchase amount is above RM 500.
*Please contact Angeline Lim at 07-355 1333 (ext. 112, email: email@example.com) for corporate or bulk orders of RM 5,000 or above.
3.3 Does Lavender provide delivery service?
We provide delivery services for cakes and festive items in JB and KL only. Free delivery services are provided to one location in areas within Johor Bahru and Kuala Lumpur for orders of minimum RM 2,500 or cakes of minimum weight of 10 KG. Additional delivery locations are available, with applicable terms and conditions.