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Frequently Asked Questions

Home Frequently Asked Questions
1) Refunds

We cannot offer refunds for the following circumstances

a) An incorrect or incomplete shipping address or incorrect phone number or being unreachable to receive your order.

b) Due to the tedious, handcrafted and personalized nature of our products, refunds requested due to decorating style, writing, colour shade or general design will not be honoured.

c) All products are the responsibility of the customer once it has been delivered in good condition. We are not responsible for any damage during further transport, handling or set-up, or any time after. Refer to the cake-handling note that is attached to your box. Please note, cakes are very fragile and damage can happen if not handled properly like cracks, smudges, melting, etc.

d) Refunds requested due to taste, flavour and texture not being accepted by you will not be honoured as tastes and textures are subjective. We have created our processes and recipes to a good balance

No, we do not offer eggless, and / or vegan products.
Our prices are subject to change at any time without notice and our quotes can change at any time due to the fluctuating economic situations.
Our proven recipes have been tested and trusted over 10 years and our recipes were curated by professionals with a balance of taste, texture and sweetness. We would not be accommodating any changes to our proven recipes and processes and we will not be accepting negative feedbacks relating to this.

Our cakes are delivered with our in-house drivers, riders, and other cab-hailing apps. e.g Uber, Bolt.

We would inform you a few hours before your order is dispatched to you. For your own safety, our drivers are not allowed to come into your personal space. You will be required to meet the driver outside the premises for pick-up.

If you won’t be available, kindly provide another representative to receive your order on your behalf. If an order couldn’t be delivered to you, we will do our best to return it to our bakery safely and the subsequent delivery will be on you, and if the order is not in top condition anymore due to the back and forth transit , we are not under any obligation to fix this and if we choose to, it will be at a cost that we would be determined from our end.

Cake orders can be cancelled with at least an 8-day notice for birthday cakes and two weeks notice for wedding cakes and tiered cakes and customer will be issued a full refund, however, there are no cancellations or refunds within 7 days of the original pick up date for the cake.
Generally speaking, cake orders are considered final once paid for and entered into our system, but we do allow changes with at least a three day notice. Please note that the cost of your cake may increase if you change the design, flavour and size etc.
We require your cake order to be paid in full at the time the order is placed. Please note that your cake order will not be fulfilled if you do not pay for the cake in advance. You are required to pay the full amount that was quoted to you. If you order via our website and you don’t make the full payment, your order will not be processed.
Please feel free to email your preferred design. We will recreate the image to the best of our creative abilities but we do not promise exact representation even for our own designs but we will create a design as close as possible, giving room to our own creative abilities as well.

You would need to answer the following questions to provide us with detailed information:

* What is your name and phone number?

* What date and time would you need us to deliver the cake?

*What cake flavour(s) would you like? Note: if there are multiple tiers, please include preferred flavours for each tier.

* What frosting would you like? Whipped cream, buttercream, or fondant?

*Attach the picture representation of the cake you would like quoted.

* Note any changes you would like made on the design of the cake using the attached picture as the reference.

* If the picture has fondant (smooth covering) or 3D pieces of modelling (molding), let us know if you would want the same fondant or have it replaced with printed images and buttercream or whipped cream.

* In what size would you want the cake?

*How many people would you need to serve?

* If the cake ends up being smaller or bigger than what you have pictured, is that okay?

OR do you want the quote to be as close as possible to the picture regardless of your required serving sizes? Please provide any other information you would like us to have. Kindly email all details to hello@ekocakes.com

Our cupcake boxes come in a box of 12, maximum of two flavours and a box of 6, maximum of one flavour.

Yes you absolutely can. We are more than glad to have you experience the joy of all our baking and our flavours. Some sizes can accommodate up to two flavours, and some can accommodate between three and four.
Yes we do. You will have to email your preferred cake design to hello@ekocakes.com and request for a consultation discussing your preferences. Wedding cakes require a minimum of one week notice. We do not take last minute orders for wedding cakes and tiered cakes.
Our sizes start from 6 inches to 14 inches. We do not offer cakes smaller than 6inches or bigger than 14 inches.
No, we recommend placing orders via our website or whatsapp if you need some support, so your order is duly noted to avoid any errors. No calls or text messages are accepted.
Here are some recommendations for shelf life and storage methods: Typical room temperature and average humidity levels: 6-24 hours; – Refrigerator: 3-5 days; – Freezer: 4 weeks-6 weeks.

The shelf life of Eko Cakes can vary drastically depending on the surrounding temperature and humidity levels. Generally speaking, all cakes stay fresh for a longer period of time when refrigerated.

We would recommend keeping your cakes refrigerated until 30 minutes before use and to extend its quality for long, wrap in a cling film or foil, or cut into bits and keep frozen or refrigerated in plastic until use.

Our unfrosted, unrefrigerated cakes have a shelf life of two days and because we care about you, our cakes are without ANY preservatives and additives.

We recommend 24 to 48 hours for our custom cakes to ensure we put in a lot of love and attention to your order and preferences, however as mentioned above, we are open to last minute orders based on availability. Feel free to order through our “last minute cakes” category on the website or chat with our customer representative discussing your requests if you need extra quick support.
No, we do not yet offer pick-ups as we are strictly an online cake store. This status may change and we will be sure to keep you updated.
Yes we do. We have ready-to-go cakes that can be made available for immediate delivery. This is subject to availability and limited to some certain designs.

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