Terms & Conditions

Boxes are limited, all orders will be processed based on first confirmed first serve. There is normally an overwhelming amount of incoming text whenever we launch our festive collection, your kind understanding will be appreciated for an inevitable delay with our text reply. All orders will only be confirmed IF you received an order confirmation text from us with our corporate bank transfer details. Please refrain from sending us any payment before receiving any order confirmation from us. Do make sure to complete the order form to ensure a smoother ordering process.

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All of our bakes are hand-made with love, hence not one is the same. While we do scale every single one of the ingredients, do allow +/-5 grams of product variance due to human error. 

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Product pictures were all taken in-house and are for illustration purposes only. Do allow certain degree of colour differences on products shown due to different lighting, monitor display or screen resolutions.

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We take our production hygiene seriously, all products are freshly handbaked in our separated and individual pastry kitchen equipped with commercial size machines strictly for baking purposes only. We will also take the initiative to frequently sanitize our work station and body temperature scannings before and during kitchen hours to ensure we're fit to work. We have always set a high standard when it comes to ingredient choices and quality and only use Halal ingredients in all our products. Majority of our household members are Muslims, it's only natural that we don't use any non-halal ingredients. Our production facility is not nuts-free, avoid consuming our products if you have any serious food allergy.

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Best consumed date as per listed in each product description, make sure you are aware of this (stamped on product card and label on box as well). Our cakes are freshly baked with no added preservatives, shelf life will definitely be alot shorter than factory made products. Please plan your order date well especially if it's meant as a gift.

 

All of our cakes require specific storage conditions to ensure freshness of products, detailed guide will be provided in each box. We will not be held responsible for any product damage due to improper storage condition once delivered.

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Full payment in prior will be required to confirm your order within the stated time after receiving an order confirmation text from us along with our Corporate Bank details. Kindly take note that there will be no cancellation of order once confirmed. 

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Due to uncertainties from the current pandemic outbreak, there may be possibilities to reschedule your order delivery due to unforeseen circumstances. In cases where new law has been enforced to stop all business production or delivery service, we will try our best to reschedule your order delivery within 30 days once business is able to resume normally  (slots availability will be subjected to our production date). Full refund will only be issued when no delivery reschedule is deemed possible within the stated timeframe. Proceed with your order only if you agree to this term.

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Due to the current pandemic outbreak, there will be no Self-Collection service until further notice. Effective Dec 2022, all deliveries will now be fully handled by our in house delivery team. "Contactless delivery" will be enforced to reduce the risk of exposure. Flat rate of $5 for delivery charges (with no size / quantity limit) across Brunei Muara, proceed to order only if you agreed with the delivery terms and charges.

- Packages will be left at doorstep or anywhere deemed safe by us (will be in touch in advance). It will be your responsibility to ensure that delivered package will be collected in a timely manner as prolonged heat exposure will spoil our mooncakes quicker and affecting its texture.

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At times when our inhouse delivery service is unavailable and when 3rd party delivery services will be used, a flat rate delivery charge will be collected on behalf and pre-arrange your delivery, however ANY additional charges incurred due to changes in any of the delivery services thereafter will be bound and pay to the logistic company by the customer and to be arranged with them directly, but do inform us in prior for any changes.

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Please make sure your delivery contact number address is complete and correct. No change of date and delivery area once paid and confirmed. You will be contacted either by our delivery team during the delivery date

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Customer will be charged for a new delivery fee ($5) for any failure-delivery attempt. Please make sure someone is there to collect your order at the requested delivery time and date

 

There may be additional charges for special delivery request (i.e: area required parking fee or specific delivery time, subjected to availability).

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Louie Patisserie is not affliated with any 3rd party delivery service company, while we always ensure utmost care in making and packing our products, any damage caused due to improper storage or negligence once order has been delivered will not be held responsible by us.

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Proceed with your order only if you agreed with all our stated T&Cs.

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Thank you so much, stay safe !

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FAQ:

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1. Why no self-collection?
Since the pandemic started, we're limiting visitors to our location (we have toddler and elderies to keep safe). We have alot of customers daily, if everyone decided to pop by there will be too many people and this itself will greatly disrupt our production flow and efficiency. We're a small team of 2 with limited man-power, efficiency is crucial to run our daily production smoothly with minimal interference. And, punctuality is still always an issue after so many years, after a long day at work, the last thing we want is still having customer coming knocking past 10pm, this is also the reason why we also stopped doing meet-ups. 

 

2. Why deliver by ourself?
Because we care about how our product will reach to you. We know the best way to handle our cake products and gift boxes, which are mostly temperature sensitive and delicate requiring much care while handling. Any delivery issue can also be swiftly handled when manage by our own team.

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3. Why are there $5 delivery charges?
Our gas and cars are unfortunately not sponsored and delivering takes time to do from one point to another. The flat rate $5 we charge for all bsb addresses (even to Muara/Serasa) with no quantity limit or sizes per address. All logistic provider has their own pricing policies based on different value-added service. Similarly to any runners out there, time and effort have to be invested which may otherwise be done for other jobs (delivery is not a full time job for our side).

 

For those asking why we no longer outsource our delivery services or even finding cheaper options - Do take note that most logistic providers we know of have size/quantity limit with additional charges, we charge a flatrate for all addresses in BSB regardless of the quantity / size. There was also an unfortunate incident with a logistic company we used to engage with where deliveries for our entire festive collection was cancelled with less than 24 hours notice causing much troubles to find new delivery replacements and even topped up all extra delivery charges by our own pocket. Since then, we're very particular to whom we engage with as we do not wish to encounter anymore of these issues. 😊

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4. Can I do meet-point or send my own runner to collect from you?:
Refer to point 1 above.

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Your kind understanding will be greatly appreciate for a business run by a small-team like us. You may proceed with your order only if you agree with our delivering T&Cs. Thank you!

 

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