HOW LONG WILL MY CAKES AND PASTRY STAY FRESH FOR?
All our products are made without artificial preservatives and we always recommend eating them on the day to enjoy them at their best. Customer may store Koko products in the fridge for up to 24hrs. We do not recommend freezing our products.
IS KOKO HALAL?
Yes, KOKO is HALAL certified by Jakim Malaysia.
HOW/WHERE DO YOU DELIVER?
All our products need to be hand delivered as they are fragile. We offer a door to door delivery service in Kuantan.
Orders can be collected from our locations Wednesday - Monday from 10am to 5pm, and we are happy for direct couriers to collect on behalf of customers. Please ensure if arranging your own courier that your driver has the name the order was booked under and the order number when they come to collect.
HOW FAR AHEAD SHOULD I ORDER?
We recommend ordering Koko minimum of two days in advance, for same-day delivery, do allow up to 2 hours in advance.
If you have a cake emergency and need an urgent order please contact us and we'll do our very best to help.
PLEASE DO NOT INCLUDE RECEIPT IN MY ORDER
We will not disclose the receipt of the purchase to receiver. The only way to get the receipt is via buyer's email.
WHAT IF I NEED TO AMEND OR CANCEL MY ORDER?
If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. We will always be as accommodating as we can if you need to change or postpone an order but please bear in mind that we may have had to turn away other customers to fulfil your booking for a particular date so refunds/changes are not always possible. For a full run-down on our terms and conditions please see below.
FULL TERMS & CONDITIONS
By ordering products from Koko Choco PLT you agree to the following Terms & Conditions.
Payment is needed to confirm online and telephone orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice pro forma payment is strongly recommended, and we reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.
Deliveries are made by hand on the date specified in your order. All deliveries are undertaken by third party couriers or delivery services. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the cakes we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) but we cannot keep hold of the cakes for re-delivery and they will be left at the address you have given us. If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so but please note that Koko cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to any postroom workers but once the products are signed for we cannot accept liability for the subsequent handling of your products. Should delivery be attempted to the specified shipping address and no one happens to be present at the time of delivery nor respond to the calls or messages, an additional fee of RM30.00 will be charged for re-delivery.
All our products are made to order and we do not accept returns. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your products upon arrival you must contact us within 24 hours of receipt. Koko will not accept liability for any complaints made after this time.
We reserve the right to use photographs of orders we prepare on our website, blog and social channels. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know after you've made an order.
If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. Telephone and online orders cancelled 7 days or more before the delivery/collection date will receive a full refund on the order total; those cancelled within 3-6 days of delivery/collection will be entitled to a 50% refund; those cancelled within 48 hours of the order date will not be entitled to a refund (although refunds and credit notes may still be provided at Koko's discretion).
ARE YOU HIRING? DO YOU OFFER INTERNSHIPS?
We're a small team and in general if we're hiring we will advertise on our website and social media. We're always interested to hear from people who are as passionate as we are about pastry though, and we also try and offer as many internships as possible throughout the year. If you'd like to be considered for an internship or any other position please email us including as much information about yourself as possible along with some photos of your work.