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Help Center

Thank you for considering Sweet Chay's Pastries as you plan your wonderful celebration! If it is the first time you've enquired with us, here are some of the many general questions I get asked daily.

Please have a look through these before you submit your request quote form.



 

  • Products

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  • Order Enquiries (help once you've placed an order)

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FAQs
  • Do you customize cakes?
    Yes we do! Most of our cakes are customized according to our clients reqirements so we would need you to answer a couple of questions and a copy of your cake photo inspiration, or you may also choose from the cake design that we've previously made.
  • How do I customize a cake/cupcakes/chocolate pinata?
    FOR CUSTOM CAKES/CUPCAKES: First decide on your theme and what kind of cake you are interested to order. Visit our Celebration Cake/Cupcake Shop to choose your cake flavor and the cake size that would work best for you. Once you know what you want. Please fill out our REQUEST QUOTE form and give as much information. (ie: theme color, any special characters and for how many guests) Send us a copy of your cake design inspiration through our email hellosweetchay@gmail.com or through our social site Facebook and Instagram. FOR CHOCOLATE PINATA: First decide on your theme and the shape of the pinata that you'd like to order. Send us a copy of your cake design inspiration through our email hellosweetchay@gmail.com or through our social site Facebook and Instagram. PLAESE NOTE: We only accept quotation request only thru our website. The best time to submit your forms is between thursday's to sunday. Processing time: We do have a waiting period of 3-5 days or more when your inquiry falls during holiday rush, our rest day or cake day. If you would like to personally inqiure and talk to Ms Chay, please set an appoinment on these days Monday to Wednesday /10 am to 9 pm. Whatapp us +639175877279 to follow up on your quotation request. We reserve the rights to reject/refund any unreasonable request, last minute changes, excessive add-on from the original agreed cake design. Your kind cooperation and respect for our work is highly appreciated for us to dedicate our commitment to custom a cake for you.
  • I have no idea how I want the cake to look like. Can you design for me?
    Yes, we can design the cake for you but we need information on who is the cake for, for what occasion, theme color (if any). The information you provide us will help us to propose a suitable cake design for you. PLEASE NOTE: We do not provide cake sketch, proposal for order with no deposit payment. We require a minimum of 50% non refundable deposit payment for customise order.
  • Where can we find your pricing?
    Feel free to visit our shop. I've prepared a price guide of our products for your reference. PLEASE NOTE: Due to the nature of our business all of our pre ordered artisan custom cakes and other dessert are customized. Pricing is dependent on the size shape, diameter and height, flavors selected and the complexity of design. Fill out and submit our REQUEST QUOTE form if you wish to get an accurate price of your cake. As a general guide, you may also check our WEDDING/SHOP page for more detailed information.
  • How much is it to customise a cake?
    FOR CUSTOM CAKES/CUPCAKES: Our starting price is minimum from Php5,000 onwards / 20% extra charge applicable on major alteration to our exisiting available cake design. PLEASE NOTE: If you like our existing cake design but have special requirement or minor adjustment (color, font, wording), we are happy to change for you with no extra cost. Kindly consult us via Whatsapp at +639175877279.
  • How do you price a custom cake?
    We will quote you for a custom cake based on the following: Complexity of cake design (example: fine details, sugar flower, cartoon/anime figurine) Colors (the more usage of deep colors, the more expensive). Cakes that require the use of gold/silver/metallic color will also be more expensive. Details on the cake (example: ruffles, handpainted, edible print design, stenciled) We price mainly based on the skill level to do a cake (example: carved cakes, sharp edge fondant/buttercream/chantilly creme, gravity-defying, anime figurine). Some cake design may require minimal design but require high skill to execute. Size of the cake, real cake with dummy base for tiered cakes or all edible cake. Our quote price for a custom cake is fairly quoted based on the skill level and the details we put in to complete the cake. When you pay a cake designer to do a custom cake, you are paying for the time, effort, and our expertise to make the cake.
  • I have a limited budget, can I make the cake smaller to lower the cost?
    A smaller cake size will not necessary lower the cost of the cake if it require complex design. Kindly note that some cake design require a certain minimum cake size. Please head over to our SHOP page and choose the appropriate item that you like to order and to know more the sizes avialable and it's starting price so you can easily work on your budget. After you've worked on your budget and you know already what size to order, please fill out our REQUEST FORM on our website.
  • Are your cakes covered in fondant?
    We specialize in fondant cakes; however, some of the celebration cakes featured on our website were made from not-too-sweet Chantilly Creme.
  • Can I call or walk-in to order a custom cake?
    No unfortunately! But you can call us at +639175877279 to check if your event date is still available. We do not accept walk-in to order a custom cake as our daily schedule can get really busy.
  • How long in advance should i order?
    We try to accomodate all requests, but because a lot of care and attention goes into custom cakes, we accept limited number of cake orders per week. To assure your orders can be fullfilled, please order 2 weeks in advance. Order reservations can be made as early as 1 month. Orders with a notice of 1 wk or less, is already considered as rush order. Availability is not a guaranteed, and there will be an additional 30% extra charge.
  • What cake flavors do you have?
    We have a wide selection of cake flavors to choose from. Please visit our corresponding shop to choose your prefered flavor.
  • How can i request for a quotation?
    To ensure an accurate quote, there is a bit of information we will need from you. Please fill out the REQUEST QOUTE form and we will get back to you as soon as we can. We do have a 3 bunisness day waiting period sometimes it could be more when your request falls on a busy weekend or on our rest day. PLEASE NOTE: Give as much information when filling out our form. Please include the following details: Kind of celebration Theme design/colors preferred cake size (6", 8" 10" etc) preferred cake flavor Event date. How much are you willing to spend on your cake (feel free to check our cake rates and the cake sizes available)
  • Can i send you the image design i want and can you replicate it?
    we do not copy others work, however, you may send us a photo to use as inspiration.
  • Am I limited to the cake designs on your website?
    No! 🙂 The photos on our website are merely the example of work we've done. We try our best to add our latest work each week/month. If you have a cake design in mind, we can create it for you. Please fill out our REQUEST QUOTE form so we can start planning your cake dasign.
  • Can you copy the exact colors that i like?
    We do not guarantee exact color matches, but we work hard to create a color that closely resembles the colors you provide. Please understand that colors often look somewhat different when printed from an emailed photo.
  • I have sent a quote form, or email with my details on my order. Is my order guaranteed?
    Your order is not secure until you recieve an invoice and make a non-refundable 50% deposit. Once you have sent your details, we will cintact you within 7 days to discuss them. If your are happy with our proposal, we will then send you an invoice and the deposit can then be made to secure your order. Please Note: If you have not placed an order at least 4 weeks prior to your event date, we cannot guarantee availability for your order. Please get in touch with us on our website chat, email hellosweetchay@gmail.com, Facebook or Instagram account to check if your event date is still available.
  • Do you offer cake consultation?
    We plan to offer cake consultation for our Wedding cake services in the future but right now, all inquiries and transactions are made via our website.
  • Can we have a cake tasting?
    At the moment we are working on to provide cake testing for weddings.
  • Do you take last minute orders?
    Our ideal lead time is 1 month and a minimum of 2 weeks in advance but sometimes we do take last minute orders depending if there is any availability for an additional fee of 30%. Our clients needs to understand that we may not be able to fulfill all requirements for a last minute order since we create our very own sugar flowers, customized toppers and other sugar art decorations that we use to design our cakes. To avoid the RUSH FEE and to book your preffered date, please get in touch with us as soon as possible.
  • If I have other questions that was not answered here. What is the best way to contact you?
    No worries! You can fill out the form under our CONTACT US page or message us from our Facebook or Instagram account and we will get back to you within 3-5 working days.
  • Do you require any payment when we place an order?
    Yes! Unfortunately, in the business world, we can exprience no-shows. To avoid us being left out of pocket, we require a non-refundable 50% deposit on all our customized products. Once the deposit is made, your order is secured. The remining balance must be settled 2 weeks before your pick-up date/delivery date. Please Note: When you shop our other products directly from our website, we would require a non-refundable full payment.
  • What are the payment options?
    For local and international transactions, Sweet Chay's Pastries allows payment by Debit or Credit Cards by Paypal. If you choose to pay Paypal, the sub-total price includes the transaction fee of 5%. Other local form of payments may include bank transfer/deposit. * BPI Family Savings Bank * GCASH Please Note: - Lead Time to settle your payment is 2 weeks prior to your scheduled pick up date. - Please be reminded that we do not process orders with late payment. - We are sorry but we do not offer cash on delivery as a payment method. - Your REQUEST QUOTE form submitted to us cannot be used to reserve your event date and pick up timings. Please reserve your event date as soon as possible because our booking is a first come first serve basis. If you choose to settle your payment through bank transfer/deposit or GCASH, you have 24hrs to transfer the payment. Kinldy send us the following details below and the proof of payment at hellosweetchay@gmail.com or you may send us also a copy on our Facebook or Instagram account. - Complete Name: - Email: - Contact # - Order #
  • When will i receive my order?
    After checking out you will recieve a confirmation email if your chosen delivery date is avablable. If you find that you have entered the wrong date, please contact us immediately. You will receive a second email/message from our FB or IG that you used to contact us when your order has been picked up by your ordered third party courier service. It is your responsibility to track & to coordinate with your courier. If you decide to change your delivery address last minute, please know that we will still follow your appointment pick up schedule and we will not be responsible for any delays. If your not able to receive your order personally, please assign someone in your household/event location to accept your order in your behalf. PLEASE NOTE: Book your prefered pick up timings in advance as our schedule is a first come first reserve basis. We're only accepting pick ups at open pick up slot.
  • Can I change or cancel my order?
    Pre Ordered Custom Cake Any major changes to your ordered custom cake less than two full weeks before the delivery date may incur a fee to cover the reworking of the cake design and/or loss of work already completed on the order. Other Products Due to the perishable nature of the products and made to order process, we will not accept any cancellation of orders once payment is confirmed. Please check our Cancellation Policy for more details. Note: If you would like to discuss a cancellation please contact us at hellosweetchay@gmail.com and send us the following details. - Complete Name: - Contact # - Order # - Date of order:
  • My order contains an incorrect item or is missing an item
    As all of your orders are packed by hand, it is possible that an error was made when boxing up your order. Please get in touch with us so that we can arrange for the correct item to be sent out to you as soon as possible. Or, if you prefer, we can refund the missing item. If we sent the wrong product, you don't need to return it to us. Consider it a gift by way of apology.
  • How can I return an item or ask for refund?
    We do not accept returns or exchanges any of our cakes/desserts that are sold, unless the issue is a result of an error in our production. We are sorry but no refund shall be issued upon confirmation of payment. Please check our Terms & Conditions for more details.
  • Your website is not accepting my order?
    If your trying to book your cake pick-up on a monday, our website will not process nor accept your order since we are close every monday. If you still would like to order a cake from us, please get in touch with us so we can arrange a pick-up a day earlier. Please Note: - Pick-up timing on a sunday is from 10am - 12 noon only.
  • Where are you located?
    We are located in BF International Village, Las Pinas City, Philippines. To PIN our location: - Sweet Chay's Pastries - 708 Tropical Palace St, BF International Village, Las Pinas City - +639175877279
  • Do you deliver?
    FOR WEDDING CAKES and 3 TIERED CAKES and HIGHER: Yes! We will deliver your cakes personally and set-up your ordered cake at the event location. FOR CELEBRATION CAKES/CUPCAKES and 2 TIERED CAKES BELOW: Yes! We can help you book a third party courier service to deliver your cake. You are also welcome to pick-up your order personally by appointment. Please know that we will only pack your orders once we have confirmation that you/courier service are outside our headquarters. Please allow 5 - 10 minutes waiting time or more as it would depend on the number of cake orders to be picked up at that particular time. Please Note: MPV car service will be used to deliver your delicate cakes and cupcakes. We will advice the driver to be extra careful when handling your cake order. We will not be liable for any delays or damages to your orders as soon as it leaves our headquarters. For last minute delivery changes: Our clients will be responsible to book their own courier. We do not recommend motorcycle to pick-up your delicate cakes and cupcakes. Please give as much time needed when scheduling your pick-up. Advice your driver to be extra careful when handling your cake order. We will not be liable for any delays due to the sudden change of delivery address or wrong type of transportaion that was booked by the client. We will not be liable for the damages to your orders as soon as it leaves our headquarters. Please use exact PIN location provided in the photo to avoid delays. FOR DIY/THEMED COOKIES: Your welcome to pick-up your order personally or choose your prefered courier service to schedule your pick-up. Motorcycle couriers is okay. ________ To PIN our location: Sweet Chay's Pastries Contact person: Charina Cruz Contact number: 09175877279 Address: 708 Tropical Palace St, BF International Village, Las Pinas City
  • Can i change my pick up date and timing?
    Unfortunately you can't change your pick up date and timing once your order is processed. Please choose your pick up date and time carefully before placing an order. - Monday: close (both for pick up and consultation) - Tuesday to Saturday: open (Pick up time: 10am, 2pm, 4pm & 6pm) - Sunday: open half day (Pick up time: 10am only) Please Note: If your event falls on a monday and you'd like to order a cake/dessert, please let us know so we can help you arrange a day earlier pick up.
  • My cake/dessert is damaged during the delivery?
    We work very hard to make sure your ordered cake/desssert reach you in tip top condition, packing with great cake and thoroughness, but once your order has left our headquarters we will no longer be responsible if something happened to your ordered cake/dessert.
  • I think my order has been lost
    Your ordered courier will attempt to deliver to the address that you gave them, so please check your tracking information to make sure that the details you gave them are correct. If your order has been delayed or lost, we are sorry but we cannot accept liability for any failure of your chosen courier service. We can't replace the item nor give you a refund.
  • Can i pick up my cake order anytime?
    All cake/product pick-up are by appointments only. Pick-up and Delivery Timings Monday: Closed Tuesday - Saturday: Open (Available pick-up slot 10am, 2pm, 4pm & 6pm) Sunday: Open till 12 noon only (Available pick-up slot 10 am)
  • What if i can't pick-up my order?
    In the event of missed or forgotten pick-ups, we will attempt to contact you before our work ends at 6pm and automatically schedule your pick-up the next day but if we are still not able to contact you till the 3rd day. your cake/order will be disposed or it will be given away. Late pick-up or no-show fee ​​​​​​​For late pick-ups when it's delayed more than an hour from reserved pick-up time. The pick-up time will be rearranged by us and we'll inform you of the next available pick-up time. If you don't pick up your cake by our closing time, your pick-up will be rearranged to the next day, with a Php500 - Php1,000 of overnight storage fee for cakes. ​Pick-up and Delivery Timings Monday: Closed Tuesday - Saturday: Open (Available pick-up slot 10am, 2pm, 4pm & 6pm) Sunday: Open till 12 noon only (Available pick-up slot 10 am)
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