Delivery

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1. Receiver’s full name.
2. Receiver’s full and correct address.
3. Receiver’s full and correct contact number.
4. Alternative phone number (buyer, etc) - will only be contacted where the recipient is unreachable.

The delivery fee will be calculated once you have provided your delivery address upon placing the order.

Deliveries are fulfilled by independent car drivers who operate on an on-demand basis, adhering to their conditions. It is important to note that these drivers are not affiliated with our brand. 

Please be aware that we cannot assign a specific driver for your order, as the assignments are made randomly. Once the driver's route has been planned by us, the delivery cannot be canceled, and the delivery fee is non-refundable.

3rd party delivery service providers including Lalamove, Grab Express, or others.

We schedule all orders to be delivered as per customer request. However, it is important to note that we are unable to guarantee specific delivery times, such as arriving precisely at 2pm.

There are various factors that can influence the timing of deliveries, and we would like to highlight some of them (though this list is not exhaustive):

1. Availability of drivers.
2. Demand for drivers and the ease of finding available drivers.
3. Traffic conditions.
4. Weather conditions.
5. Potential delays caused by a driver spending more time at a particular delivery location.
6. Unforeseen circumstances.
7. Natural disasters.
8. Circumstances that are beyond our control.

Please keep in mind that these factors may contribute to deliveries being either earlier or delayed.

We do not take responsibility for ensuring that recipients are present at the delivery location before we deliver the order. It is the buyer's responsibility to ensure that the intended recipient will be available at the designated date and time selected.

We are unable to provide you with a precise or approximate time for the arrival of your order. The delivery time is influenced by the factors mentioned earlier (see above).

You can reach out to the driver to inquire about the estimated time of arrival (ETA). ETAs, as the name suggests, are only estimations. They can change due to factors such as traffic conditions, sudden weather changes, the driver's location, and more. Therefore, ETAs should not be considered as confirmation of the actual arrival time.

Our delivery service operates on an on-demand basis, with only one (1) delivery attempt made per trip. All drivers are requested as needed and compensated based on the distance (in kilometers) they travel to deliver the items to the designated address. If the delivery is unsuccessful, no further delivery attempts will be made.

Drivers will make an effort to contact the recipient using the following methods:

1. Making a phone call to the recipient's provided contact number (via regular voice call or WhatsApp).
2. Sending a text message to the recipient's provided contact number (via SMS or WhatsApp).
3. Contacting the alternative number provided, if available.
4. Ringing the doorbell, if present.
5. Requesting access to the unit through the building's security intercom system, if available.
6. Requesting a neighbor to receive the delivery on behalf of the recipient, if feasible.

An additional fee (calculated by distance (km)) will be charged accordingly if, You/the recipient/the person requesting to redeliver or change to a new delivery address.

We take great care to ensure that all orders and items are thoroughly inspected and sent out in good condition. However, in the rare event that the items arrive in a damaged state or have lost their original textures or appearance, we kindly request that you immediately report it to us or within 3 hours of receiving the items. 

Please provide a clear picture of the damage or defect. It is important that all items remain unconsumed and in the condition in which the damage or defect was discovered, including their original state.

Upon conducting an investigation, if it is determined by Noir Patisserie that the damage or defect occurred solely due to the fault of our team, the driver we employed, or during the delivery process, we will offer a full or partial refund or exchange of items. The decision regarding the appropriate resolution, whether refund or exchange, will be determined at the discretion of Noir Patisserie.