TERMS & CONDITIONS

Preparation Time:

1. We will only start preparing for your order once payment is received in full.

2. Please give us at least 1-3 working days to prepare and bake before collection/delivery time

Packing:

In our bid to be environmentally friendly, cookies are packed according to their flavours.
Example:
An order is placed for 200g of 3 flavours, you will receive 3 bags of cookies (600g in total).
An order is placed for a single flavour of cookies, the default option is you will receive 1 bag of that flavour.
If you order 6 different flavours, you will receive 6 packages.
4. Our cookies will not be packed in 100g, unless you specify it in the order notes to us when you check out.

Minimum Order:

1. A Minimum order of 600g of cookies ( assorted ).

2. A Minimum order of 4 muffin ( assorted).

3. A Minimum order of 4 brownies ( assorted).

Bakery Advice:

1. Cookies can be store in a cool air tight container for up to 1 month.

2. No sugar cookies has a shelf life of 5 days and must be placed in the fridge immediately after receiving it

3. Muffins must be store in fridge for up to 10 days. Bring it out and warm it in microwave at 800w for 20 sec to obtain maximum taste.

4. Brownie can be stored in cool air tight container for 1 week and fridge for 2 weeks

5. Cookie cups can be stored in cool air tight container for 1 week

DELIVERY POLICY:

Delivery Charges

We offer door delivery for orders above $25 and complimentary delivery for orders above $100.

All Bakes are strictly by courier or our delivery driver.

We currently offer self collection, to door delivery and direct mail postage.

All bakes are strictly by our to door service only.

As the delivery charges for courier service is subsidised by Singapore Lactation Bakes to ensure freshest bakes will reach your house on the same day, we regret to inform that non-consumables will be sent by normal mail if you only purchase non-consumables.

Mail postings are available by non consumables such as nursing clothes.

We need a Lead time of 1-3 working day to send your bakes out

For non consumables, we will be sending the product via snail mail. Please get in touch with us if you want the non consumables to be sent via registered mail.

Courier ( for bakes and apparels)

1. Complimentary delivery to one location applicable for purchases over $100 nett.

2. Orders / Deliveries cannot be combined to meet the minimum nett requirement for complimentary delivery.

3. For purchases below $100 nett, a delivery charge of $3.99 per location applies.

4. We only deliver to residential address. We reserve the rights to reject any office location – customers will be duly informed if such situations arise.

5. Deliveries to Offices, Jurong Island, Paya Lebar Airbase or Airline Road will not be accepted.

7. Do inform us of the days you cannot accept delivery. Otherwise we will send the items out at the next available timing once the Bakes are baked.

8. We generally engage a third party vendors to provide delivery services.

9. We do not deliver outside of Singapore.

10. Specific timing deliveries within a specified one hour time slot will have a delivery charge of $30; and Special Hour deliveries (before 10am or after 6pm) will be at $50 per location. Please get in touch via live chat for this special arrangement.

11. For unsuccessful delivery attempts, if customers request us to reattempt to deliver, a re-delivery charge of $10.70 per location shall apply and be payable before the reattempt is made.

12. We choose our delivery service providers carefully and trust that they will use their best endeavours for each order to reach the intended recipients within the delivery timing 11am – 10 pm. SLBSG Pte Ltd shall not be held liable for failure to deliver on time due to unforeseen circumstances such as vehicle’s breakdown, traffic conditions and/ or any other circumstances that extend beyond our control.

13. Our drivers endeavour to deliver everyone’s packages on time. If no one’s at home and you’re not contactable for instructions, the best alternative is to drop the package off at your door. The driver will usually call and you can instruct them to hang at your gate. ( This will help you avoid the $10 redelivery charge)

Delivery Times and Days

1. Our delivery times and days are:

Weekdays – Between 11am to 10pm.

Delivery Capacity and Other Details

1. All deliveries are for local addresses only (including Sentosa but excluding offshore islands).

2. We reserve the right to reject or reschedule your delivery if all delivery slots are fully booked – customers are advised to check on the status of the item at My account page periodically.

4. Please ensure that someone is available to receive the purchases at the listed address.

6. If deliveries are returned to our side due to the absence of a recipient, delivery charges will not be refunded.

7. If all purchases are deemed to be satisfactory and accepted by the recipient upon delivery, no request for refunds or exchanges will be allowed.

7. Please do note that we do not sms/ call for the delivery details. Please do check slb.sg/My-Account for the tracking of your order.

Guarantee

Any reservations or claims for non-compliance or conspicuous defect has to be done within 1 day from the date of delivery to our customer service at sales@slb.sg or live chat us
After the expiry of the said product, no claim will be legitimately accepted thereafter.

In view of hygiene and food safety, all products cannot be returned or exchanged.

Promotions & Vouchers:

1. Only one promotional offer or voucher may be applied per order.

Payment Terms:

1. Full payment to be made upon ordering purchases via internet banking or credit card.

2. All prices listed on this website and the company’s collaterals are calculated in SGD (Singapore Dollars).

3. Only SGD (Singapore Dollars) will be accepted for all payments (including surcharges).

We accept the following payment methods:

1. Internet banking ( Direct Transfer Only)

2. ATM transfer (email the screenshot of the receipt to sales@slb.sg)

3. Credit Cards

Before Delivery
Amendments & Cancellation Charges:

No amendments can be made to purchases as soon as status is changed to ‘processing / preparation/ Delivery / In Queue’.
Order cutoff timing for deliveries will be at 4pm current day any order after 4pm will be consider for next working day order.
Same flavoured cookies are packed in together in a larger packaging. Please inform us via the order note if you want to pack them into smaller packaging. We cannot do any repacking into smaller packaging if the order is already out for delivery. To repack after you have received, please bring the order to our baking facilities within 72 hours where we could do it for you.
You will be provided with an order reference number in an order confirmation sent to you via email. Please quote the order reference number when contacting our customer service representative regarding changes to your order.
Cancellation of orders can only be made when the status is still in “on hold”. There will strictly be no refunds for cancellations made to orders less than 24 hours before delivery.
Refunds will take 7-10 working days of processing time from date of cancellation.
100% of the total purchase price (including surcharges) if the status has changed to “processing / preparation/ Delivery / In Queue”.

After Delivery

For missing or unsatisfactory items, please email us within 12 hours from when you received your package and a picture or video of the product front and back, and we will work with you to make it right or issue you a credit. We hope this guarantee allows you to shop with confidence in our quality, and in our commitment to serve you. However, please note that refunds are done at the discretion of SLB and all decisions made are final.

We do not refund or issue credit for items that were delivered in good condition but are not to your taste.

We also do not issue refunds on claims that cannot be verified or are unreasonable ( for example if the package is open and eaten, half eaten package ). If the flavor is given wrongly and the package is opened regardless refunds in credits are done at the discretion of SLB and all decisions made are final.

Any logistic/delivery cost of returns or exchanges will be borne by the customer. It is free of charge to visit our food factory. Your return must reach us within 5 days* from the date of delivery/collection with a valid Order Reference number.

Perishable goods such as brownie and muffins cannot be returned. However we will issue a refund or redeliver a new set of the same item if it is damaged or spoiled.* or to refund by store credit on a case-by-case basis.

There is strictly no refunds if you have changed the original state of the product or past the recommended storage duration. ( For example Wholesome cookies of a expiry of 5 days and need to be chilled are not chilled.)

All refunds that are not in credits will be refunded to the original mode of payment. We cannot refund in any other way other than the original mode of payment.

IMPORTANT NOTE: Refunds and returns are only applicable to items purchased directly on this website. If you have any problems with a product you’ve purchased via another channel other than this website, please contact the customer service of the channel you have purchased from. Purchases made via other channels other than ours will not be entertained.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Missed Deliveries and Redeliveries
Please note that our delivery crew will text + call if they can’t reach anybody at the door and only wait at the door for maximum 5 minutes. If the delivery fails, the redelivery will cost an additional $10.70.

For redeliveries, we are not liable for any changes in quality of any product for your original delivery date and delivered on a later date. As such, complaints or feedback on said item will not be entertained.

Amendments & Cancellation Charges:

No amendments can be made to purchases as soon as status is changed to ‘processing / preparation’.
Order cutoff timing for deliveries will be at 4pm current day.
You will be provided with an order reference number in an order confirmation sent to you via email. Please quote the order reference number when contacting our customer service representative regarding changes to your order.
Cancellation of orders can only be made when the status is still in “on hold”. There will strictly be no refunds for cancellations made to orders less than 24 hours before delivery.
Refunds will take 7-10 working days of processing time from date of cancellation.
2. In the event that any purchases are cancelled, the following charges will apply:
100% of the total purchase price (including surcharges) if the status has changed to “process / preparation”.

Product:

Website and all collateral images are for illustration only.
Thus, cookies and muffins (exterior and interior) and colours may vary slightly from the website images.
Package components and food items are subject to availability
However, in the event that any food items or components are unavailable, we will contact the customer and propose possible substitutions for the missing components before proceeding with your purchase(s).
SLBSG Pte Ltd makes all reasonable efforts to ensure that all descriptions of Products available on the website are as accurate and current as possible. Images, however, are for illustration purposes only and actual products may vary.
We recommend Products to be kept to suggested storage conditions stated on the website, and that consumption shelf life be observed accordingly. SLBSG Pte Ltd shall not be held liable for Products stored under inappropriate conditions and/ or kept beyond suggested shelf life.
All our Products may contain traces of nuts, gluten, eggs, dairy and other allergens, even if the description does not specify them as an ingredient. All Products are made in the same environment as products containing allergens, so we cannot guarantee that any Product is free from traces of allergens
SLBSG Pte Ltd shall not be held liable for any adverse medical conditions and/or allergies arising from consumption of our Products.
Non-edible items may be used as decorative pieces on our cakes. Please ensure that these non-edible items are removed prior to consumption.
Our products are not halal certified however we only use halal certified ingredient in our bakes.
Products may be subject to stock availability. We will take the necessary steps to inform customers should we not be able to fulfil any orders for whatever reason; and offer suggestions for alternative Products.
SLBSG Pte Ltd makes all reasonable efforts to ensure that all prices shown on the website are updated from time to time. We reserve the right to change prices and to add, alter, or remove promotional offers from time to time and as necessary