Pre-Order, Delivery, Pickup, and Refund Policy
Terms & Conditions
Last updated: 16 October 2026
Welcome to Heres Cafe. By accessing our website, browsing our menu, or placing an order, you agree to comply with and be bound by these Terms & Conditions. Please read them carefully before finalizing your pre-order.
1. Artisanal Pre-Order Model & Daily Capacity
Every cake, entremet, pastry, and dessert at Heres Cafe is handcrafted fresh to order using premium ingredients without artificial preservatives.
Each open date has a café-configured order limit. Submitted orders reserve capacity while awaiting staff confirmation. When the date is full, further orders are blocked. Cancelled orders release their reserved capacity.
2. Product Lead Times & Ordering Cut-Offs
Due to the specialized preparation and setting times required for our artisan recipes, each product has a defined lead-time requirement:
- Same-Day Delivery: Orders must be submitted by 5:00 pm (Malaysia Time / MYT) on the day, strictly subject to kitchen stock availability.
- Same-Day Store Pickup: Orders must be submitted by 7:00 pm (MYT) on the day, strictly subject to kitchen stock availability.
- Next-Day Pre-Orders: Must be placed at least 24 hours prior to the chosen fulfillment date.
- 2-Day Pre-Orders: Require at least 48 hours advance notice for baking and structural stabilization.
- 3-Day Pre-Orders: Custom celebrations and intricate multi-layered cakes require at least 72 hours advance notice.
- Seasonal & Limited Time Items: Offered exclusively during announced calendar windows while daily ingredient quotas last.
3. Pricing, Service Charge & Payment
All menu prices are quoted in Malaysian Ringgit (MYR / RM). Prices listed on the website include all standard decorative packaging and candle/topper provisions as described.
Displayed product prices include the stated 6% service charge. A verified delivery fee is shown separately and included in the order total before submission.
Online payment is not available. Submitting an order saves an unpaid order and reserves capacity until café staff confirm or cancel it; it does not expire automatically. Staff confirmation and payment status are separate. Contact the café for confirmation and payment arrangements.
4. Store Self-Pickup Policy
Customers who select Store Pickup must collect their orders at Heres Cafe during their selected time window on the confirmed date:
- Window 1: 9:00 am – 11:59 am
- Window 2: 12:00 pm – 2:59 pm
- Window 3: 3:00 pm – 5:59 pm
- Window 4: 6:00 pm – 7:59 pm
5. Delivery Windows & Mandatory Vehicle Requirements
Delivery is available across designated Klang Valley areas within three scheduled time windows:
- Morning Window: 9:00 am – 11:30 am
- Early Afternoon Window: 1:30 pm – 3:30 pm
- Late Afternoon Window: 3:31 pm – 5:30 pm
6. Cancellation, Rescheduling & Refund Policy
Because each dessert is custom-baked specifically for your reserved date and cannot be resold, strict cancellation policies apply:
- Non-Refundable Policy: Confirmed and paid orders are non-refundable once ingredient preparation, baking, or assembling has begun.
- Rescheduling Notice: If you need to change your collection or delivery date, you must contact our team via WhatsApp at least 48 hours prior to the original scheduled date. We will make every effort to accommodate your new date subject to kitchen capacity.
- Late Rescheduling: Requests made less than 48 hours before the fulfillment date cannot be rescheduled or refunded.
- Damaged Items Upon Arrival: Please inspect your cake immediately upon receiving it. In the rare event of transit damage caused by our arranged delivery, you must notify our team via WhatsApp within ONE (1) HOUR of arrival with clear, well-lit photos and video of the damaged item and packaging, alongside your order number. Reports submitted after 1 hour or after the cake has been cut/consumed will not be eligible for review.
7. Storage & Best Consumption Guidelines
To experience our bakes at peak flavor and structural integrity, please follow these guidelines:
- Keep Refrigerated: Place your dessert in a clean refrigerator set between 2°C – 5°C immediately upon receipt.
- Avoid Warm Environments: Never leave fresh cream cakes inside a hot parked vehicle, under direct sunlight, or in an unconditioned room.
- Best Consumed Fresh: Our bakes contain no artificial preservatives and are best enjoyed within 24 to 48 hours of collection.
8. Allergens & Dietary Information
Our kitchen actively prepares recipes that contain wheat (gluten), dairy (milk, butter, cheese, cream), eggs, tree nuts, peanuts, soy, and caffeine. While our team follows rigorous sanitation and allergen separation procedures, all products are crafted in an open bakery environment with potential risk of airborne cross-contact. Customers with severe or anaphylactic allergies must evaluate this advisory before placing an order.
9. Governing Law & Jurisdiction
These Terms & Conditions and any disputes arising out of or related to your orders shall be governed by and construed in accordance with the laws of Malaysia. The courts of Malaysia shall hold exclusive jurisdiction.
Need Help With Your Order?
If you need to discuss pre-order arrangements, request an amendment, or require kitchen advice, reach out to our team directly:
- 014-665 2274
- Phone
- 014-665 2274
- Address
19-1, Jalan Radin Anum 57000 Kampung Malaysia Raya Kuala Lumpur
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