FAQs

FAQs

Shopping Information

Do you have a physical store?

Hej.cake operates a central kitchen and one retail store in Singapore.
Freshly made cakes are delivered islandwide, with a selection available for walk-in at our store.

We recommend placing your order at least 2–3 days in advance to ensure availability.

Yes. Each cake comes with a complimentary set of essentials for your celebration.

All cakes are provided with a matching insulated bag and ice packs to keep them in perfect condition.

For 6-inch cakes and above, a set of customised tableware is included, featuring candles, plates, and a birthday hat.

For 4-inch cakes, a set of disposable tableware is included, with candles and plates.

To preserve the design and finish of each cake, we do not offer message writing on cakes.

If you would like to include a personalised message, you may select our handwritten card service and leave your message for us at checkout.

Payment Information

We accept major credit cards, PayNow, and selected digital payment methods.
All payments are securely processed for a seamless checkout experience.

Yes. Full payment is required to confirm your order and secure your delivery slot.

Yes. Once payment is successfully processed, you will receive an order confirmation email with your order details.

Order Returns & Refunds

* More than 48 hours before your fulfilment date: Orders may be cancelled with an 80% refund.

* Within 48 hours of your fulfilment date: Cancellations are not permitted.

All our cakes are freshly handcrafted to order.
As such, we are unable to accept returns once the order has been delivered and received.

If you notice any issues with your cake upon delivery, such as damage, shifting, or quality concerns, please take clear photos and contact us within 30 minutes of receiving your order. Our team will be happy to assist you as soon as possible.

As we are unable to verify the cake's storage conditions, ambient temperature, or handling after it has been received, we are unable to process any claims submitted more than 30 minutes after delivery. Any issues reported after this timeframe will not be eligible for after-sales support.

Thank you for your understanding and cooperation. 💛

Refunds are not applicable for change of mind. However, if there is a quality issue or delivery error, we will review the case and provide an appropriate resolution where applicable.

Delivery & Pick-Up Policy

Please ensure that your selected fulfilment method (Delivery or Self-Collection), delivery date, time slot, delivery address, and cake flavour are correct before placing your order.

As all cakes are freshly made to order and we operate with limited daily production capacity, every confirmed order reserves a dedicated production slot and delivery schedule. The following policy therefore applies:

For Cancellation:
* More than 48 hours before your fulfilment date: Orders may be cancelled with an 80% refund.
* Within 48 hours of your fulfilment date: Cancellations are not permitted.

For Order Changes:
(Applicable only for requests made more than 48 hours before your fulfilment date.)

* One (1) complimentary amendment to your cake flavour or fulfilment date is allowed, subject to availability.
* Any additional amendment, or changes to your delivery/self-collection method, delivery address, or time slot, will incur a S$15 administrative fee per amendment and are subject to availability.
* No changes are permitted within 48 hours of your fulfilment date.

Thank you for your understanding and support.

Available Time Slots
• 12 PM – 3 PM
• 3 PM – 7 PM

Pick-Up Location
📍 33 Jalan Sultan #01-01, Singapore 198965

Nicoll Highway Store WhatsApp
📱 WhatsApp: +65 8084 2459
🕛 Operating Hours: 12:00 PM – 7:00 PM

We offer the following delivery windows:

• 10:00 AM – 1:00 PM
• 1:00 PM – 4:00 PM
• 4:00 PM – 7:00 PM

Please select your preferred delivery slot during checkout.

Yes, we provide islandwide delivery across Singapore.

Delivery

• Complimentary delivery for orders above S$128 (within selected delivery time slots).

• S$10 delivery fee for orders below S$128 (within selected delivery time slots).

• S$25 surcharge for personalised delivery at a specific time.

Order Amendments
(Applicable only for requests made more than 48 hours before your fulfilment date and subject to availability.)

• One (1) complimentary amendment is allowed per order. This applies to changes to your cake size, cake flavour, fulfilment method (delivery/self-collection), fulfilment date, delivery address, or delivery time slot.

• Any further amendments will incur a S$15 administrative fee per amendment and are subject to availability.

• No amendments are permitted within 48 hours of your fulfilment date, as all cakes are freshly made to order. We begin preparing ingredients and scheduling production and delivery arrangements in advance to ensure every order is ready on time.

Thank you for your understanding and support.

Yes. You may select our personalised delivery service at S$25 for a specific delivery time.

Please ensure someone is available to receive the order.
If delivery is unsuccessful, re-delivery charges may apply.

To ensure a smooth and efficient delivery process, we do not provide direct contact with our delivery riders.
If you need any assistance regarding your delivery, please contact our team and we will be happy to help.