Due to our cakes & desserts are delicate & fresh goods, we cannot control how they are handled once they leave our shop, Cake By Su does not offer returns, refunds, or exchanges.

If you are unhappy with your purchase or feel it does not meet your expectations, please message our Customer Service Team on WhatsApp within 2 hours of collecting your order.

 

Please provide the following Cake Order Details so we can assist you promptly:

• Order number
• Photos of the cake and packaging taken from different angles
• A brief description of the issue
• Information on how the item was transported and stored

 

Please note the following:

• Incorrect Order Date

If an incorrect date was selected at checkout, we are unable to offer refunds. However, if you contact us within 24 hours of placing your order, we will do our best to help reschedule, subject to availability.
Kindly note that orders cannot be rescheduled within 48 hours of the original pick-up or delivery date.

 

• Custom Orders

All Custom Orders (orders placed through our WhatsApp) are not eligible for refunds, returns, or exchanges under any circumstances.

 

• Claim Requirements

Claims submitted after 48 hours or without cake order details (order number, photos, transportation and storage condition) will not be eligible for review.

Depending on the situation, Cake By Su may issue store credit if the claim is approved.