DELIVERY INFORMATION

 

Information required for delivery purposes

  1. Recipient’s first and last name;
  2. Recipient’s complete and accurate address as verified on Google Maps;
  3. Recipient’s full and accurate contact number;
  4. Alternative phoner number – for use when the Recipient is unreachable;
  5. Purchaser’s email address (please make sure its accuracy before completing the purchase) for order details, delivery updates and proof of delivery purposes.

 

Delivery Address

 

The delivery address must precisely match the one on Google Maps. Please ensure the address's accuracy before finalising your order. Deliveries will be made to the address provided during the order placement. Please note that requests for changes to the delivery address may not be accommodated once the order is confirmed.

 

Delivery Methods

 

Orders are fulfilled by independent, on-demand car drivers/riders who operate under their own terms and are not representatives of our brand, Luscious Joy Patisserie.

 

Our drivers follow carefully planned and optimised routes to ensure efficient deliveries. Although we are unable to specify a particular driver for your order, rest assured that our team has organised their routes for swift service.

 

Upon driver assignment, you will receive an email containing their details for your reference.

 

Please be aware that once our team has organised the driver's route, delivery becomes non-cancellable, and the delivery fee is non-refundable.

 

Delivery Time Slot

 

Deliveries will be scheduled to arrive within the chosen time slot. Please note that specific requests for deliveries at, by, before, or after a particular time (e.g., at 4 pm) are not possible. Our drivers efficiently handle multiple orders in a single trip, following a carefully planned and optimised route.

 

Delivery times may be affected by various factors, leading to the possibility of early arrivals or delays, including but not limited to:

 

  1. Availability of third-party on-demand car drivers/riders;
  2. Traffic congestion;
  3. Unexpected emergencies;
  4. Delays at specific delivery addresses;
  5. Natural disasters;
  6. Unforeseen circumstances beyond our control, such as:
  1. Force Majeure: Luscious Joy Patisserie shall not be held liable for delays or failures in fulfilling its obligations in the following situations: 
  1. Acts of God, natural catastrophes (e.g., fire, earthquakes, tempests, floods, subsidence, lightning, exceptionally inclement weather), pandemics, and other environmental disasters;
  2. War, hostilities (declared or not), invasion, acts of foreign entities, rebellion, revolution, insurrections, military or usurped power, civil war, civil commotion, terrorism, riots, or disorders;
  3. Criminal damage, shortages of materials and/or labor, or severe economic dislocations;
  4. Political unrest, strikes, lockouts, labor unrest, or other disturbances affecting performance and not directly caused by Luscious Joy Patisserie; 
  5. Any other circumstances beyond Luscious Joy Patisserie's reasonable control.
  1. Inclement Weather Conditions (including heavy rains, storms, floods, typhoons, etc.).

 

During such events, deliveries by independent or on-demand car drivers/riders may experience delays beyond our control. Luscious Joy Patisserie cannot be held responsible for late deliveries under these circumstances. In the event of non-delivery due to severe inclement weather conditions, a refund may be issued at Luscious Joy Patisserie's discretion, which may include reimbursement to the purchaser's bank account, e-wallet, or store credit, as deemed appropriate."

 

While we strive to ensure that orders arrive within the selected time slot, Luscious Joy Patisserie cannot be held liable for early deliveries, delays caused by the aforementioned reasons, or any situations beyond our control that affect the availability of our independent or third-party delivery drivers/riders.


Purchasers are encouraged to consider the factors mentioned above when selecting a delivery time slot or to explore the option of self-pickup for greater flexibility in scheduling.

 

It is the responsibility of the purchasers/recipients to ensure their availability at the specified delivery address during the chosen time slot. In the event of the recipients' unavailability, we will make efforts to contact them using the provided alternative contact information to coordinate the delivery attempt.

 

Status of Delivery

 

Purchasers will receive a notification with the driver/rider’s information when the order is out for delivery.

 

Purchasers are advised to contact the driver/rider for further information regarding the estimated time of arrival.

 

Delivery Attempt

 

The delivery driver/rider will make reasonable attempts to contact the recipient using the provided or alternative contact information to deliver the order.

 

Reasonable attempts are as follows (non-exhaustive): 

  1. Voice call the recipient using the contact number (WhatsApp/regular voice call);
  2. Send a text message to the recipient (WhatsApp/SMS);
  3. Voice call or send a text message to the alternative contact number (if available);
  4. Ring the doorbell (if applicable);
  5. Use any other method that the driver/rider deem appropriate.

A delivery attempt is considered complete when the driver/rider has used two (2) or more of the above methods.

 

If delivery attempts have been made and the order cannot reach the recipient, it is considered unsuccessful (refer to the success/unsuccessful delivery/non-delivery clause).

 

Should the purchaser/recipient request the driver to (non-exhaustive): 

  1. Deliver to an address different from the one provided in the order, regardless of whether the driver/rider has already arrived at the delivery address; 
  2. deliver at a later time regardless of whether the driver/rider has already arrived at the delivery address; or
  3. any other requests that require the driver to travel further (if any).

An additional delivery fee may be charged by the driver/rider subject to the driver/rider’s discretion or willingness. Persons making such requests are required to liaise directly with the driver/rider. Luscious Joy Patisserie shall not be held responsible for any discrepancies or damage resulting from such requests.

 

Successful/Unsuccessful Delivery/Non-Delivery

 

Successful Delivery

 

A delivery is considered successful under the following conditions:

  1. The order has been personally handed over to the recipient or their authorised representative; or
  2. The order has been left at a designated location (e.g., guardhouse, receptionist) with the recipient's consent or that of their representative. 

Upon the completion of the delivery, the Purchaser will receive a notification along with proof of delivery.

 

It is mandatory to inspect the products for any damage or defects upon receiving your order. If any such issues are detected as a result of the delivery, it is imperative to promptly notify Luscious Joy Patisserie. Please ensure that proof of the damage or defect is attached, preferably as soon as possible and no later than 2 hours from the time of order delivery. Luscious Joy Patisserie will conduct a thorough investigation and assessment, considering all relevant factors and possibilities, and will take any necessary steps as required.

 

Unsuccessful Delivery

 

Deliveries are considered unsuccessful under the following circumstances:

  1. The recipient or alternative contact information could not be reached or contacted by the driver upon arrival at the delivery address;
  2. The recipient or their representative fails to collect the order from the driver upon arrival at the delivery address;
  3. The delivery address is inaccurate and/or insufficient for locating on Google Maps.
  4. The recipient or representative requests the driver to wait at the delivery address for more than 10 minutes; or
  5. Any other circumstances that prevent the driver from handing the order to the recipient or representative. 

In the event of an unsuccessful delivery: 

  1. The Purchaser will receive notification for the unsuccessful delivery.
  2. Driver/rider will return the items to our store after completing all scheduled deliveries along the assigned route.
  3. Luscious Joy Patisserie cannot process refunds for items or delivery fees due to the perishable nature of our products and the on-demand delivery service.
  4. Luscious Joy Patisserie will not make additional delivery attempts or redeliveries on the same day, even if additional delivery fees are paid.
  5. The Purchaser or someone on their behalf must:
    1. Collect the items from our store on the same day during our operating hours after they have been returned by the driver.
    2. Collect the items from our store during our operating hours on the following day.
    3. Arrange for a third-party delivery service to collect the items from our store during our operating hours after they have been returned by the driver.
  6. If items remain uncollected from our store for more than 2 days, they will be disposed of.

 

Luscious Joy Patisserie shall not be held responsible for the condition of the products following an unsuccessful delivery.

 

Non-delivery

 

In the event of non-delivery of items, Luscious Joy Patisserie's team will make every effort to ensure that all orders and items are delivered in optimal condition. If the Purchaser does not receive a notification of the order being delivered, and the non-delivery is due to our error, please contact us via WhatsApp for immediate assistance.

 

While Luscious Joy Patisserie will make every effort to ensure the delivery of all items in the orders, please note that non-delivery of free of charge (“FOC”) items due to unforced human errors will not be subject to redelivery.

 

Defects/Damage

 

All products are crafted in accordance with our strictly guided Standard Operating Procedures ("SOP") and undergo thorough quality checks to ensure they are in optimal condition before being dispatched for delivery. In the unlikely event that the products arrive in a substandard condition, the recipient or Purchaser is required to promptly report the issue to us, either immediately upon receipt or within 2 hours. Please provide clear pictures of the defects and/or damages. Additionally, the products should remain unconsumed and in the state in which the defect or damage was discovered, or in their original condition.

 

Luscious Joy Patisserie hereby expressly reserves the unqualified right and discretion to unilaterally modify or amend this policy, without any obligation to provide prior notice to any party.