FAQs and POLICIES

BEST WAY TO PLACE AN ORDER?

Orders can be placed online. Generally speaking we cut off orders every Monday of each week. HOWEVER, if dates are filling up quickly, we may remove those dates prior to the cut off day. But don’t worry, if you weren’t able to order a cake we will have a few ready-mades available in-store.

For custom orders and inquiries please email us at info@make-kwento.com. For wedding inquiries please email us at weddings@make-kwento.com.

HOW DO I KNOW IF MY ORDER IS CONFIRMED?

Your order is confirmed if you received an email from PayPal and an email with your Invoice. If you have received these emails, your order is confirmed. There is no need to email asking if we got your order.

WHAT ARE THE PICK UP HOURS?

We do not have specific time slots. We generally try to get cakes completed by 1PM, so you can come anytime between 1 and close.

PICK-UP TIMES:
TUESDAY, WEDNESDAY, SUNDAY: 1-5PM
THURSDAY, FRIDAY, SATURDAY: 1-6PM

DO YOU HAVE CAKES AVAILABLE IN STORE?

Ready-mades (RM’s) are available every day. They are slightly cheaper than customizable cakes because they are baker’s choice in terms of flavour and design.

Unfortunately we do not offer customizations or writings on RM’s. There are available and decorated for any occasion. If needed there are birthday cake toppers and candles available in store.

RM’s are typically designed in our Classic Piping or Fringe Designs. Colours will vary.

We do not offer unpaid holds on RM’s. If you’d like to pay for one ahead of time you can call the shop and we can send an invoice to be paid in case you are unable to come to the shop right away.

Although we do not offer customizations, we can guarantee that they look cute and photogenic for any occasion!

I’ve SENT A PHOTo, why doesn’t it look exactly like what i sent?

POLICY: We do not copy photos of cakes done by other people. That is not what we do and we wouldn’t want the same done to us. Please understand and respect that! We will try our best to emulate what you’ve sent through, but we are built by integrity — not by copying others!

WHAT COLOURS DO YOU OFFEr?

We can mix almost any colour. We offer a selection of four colours per cake. If you have specific colours you can email us but please note that colours are subjective. Resolution tones on electronics also differ. We will do our best to emulate what you’re looking for, but we are not machines. The colours will never be 100%, but they will be close!

POLICY: Colours are subjective and up to interpretation. For specific colors send a photo but expect that the colors won’t be a 100% match (please note that additional charges may incur for high levels of consultation and correspondence).

I’VE EMAILED AND HAVEN’T HEARD A RESPONSE, WHAT DO I DO?

KWENTO operates with a small team that gets loads of emails per day. We WILL get to your email, we are just prioritizing according to the needs of the email and the date of the order.
Please know that we do appreciate your patience! Like, a lot a lot.

I FORGOT TO PLACE AN ORDER, DO YOU HAVE OTHER OPTIONS?

We will always have a ready-made selection available in store. These will likely be design in Classic Piping or Fringe. We cannot guarantee flavour selection. Ready-mades cannot be customized.

WHAT ELSE DO YOU HAVE IN SHOP?

We have a selection of Ready-made cakes, small pastries, and non-alch. beverages. We also host local vendors and makers to sell in shop.

DO YOU OFFER VEGAN/GF?

Yes, check out our selection here.

DO YOU STILL DO MARKETS/COLLABS?

Yes, if it suits our schedule! For any inquiries you can email us at info@make-kwento.com .

I HAVE A PHOTOSHOOT, DO YOU DO CAKES FOR SHOOTS?

We LOVE doing cakes for media! We are always open to working with a moodboard. You can email us at info@make-kwento.com for details.

WHAT ARE YOUR COVID/RETURN POLICIES?

Cancellations must be made 10 days prior to the confirmed date in order to receive a full refund.

Cancellations made within 9-4 days of confirmed date will only be refunded 50% of their order, OR may receive the full balance via store credit.

Cancellation requests between 3 days of the confirmed date and day of the confirmed date will not be refunded as prep for the order has already begun and/or has been completed.

Client Disclaimer:

  • Please note that we do not copy the work of other bakeries/bakers.

  • We cannot guarantee exact colour matching on any colour mixing as we do everything by hand. We do not offer refunds based on colour or minor detail matching.

  • We encourage you to trust our judgment in creative decision making as cakes often turn out best when we aren’t constrained.

  • We cannot guarantee that our products have not been in contact with nuts or other allergens. We do not explicitly use nuts or tree nuts in our production or production space. We cannot guarantee that the ingredients and supplies that we use have not come into contact with allergens at the premises of our suppliers, wholesalers, or in transit. It is the responsibility of the client to notify us of any allergies or intolerance.

  • Please note that consistent correspondence may result in additional fees (ie., if you are constantly emailing us and changing details we are at liberty to charge for our time). 

  • Please review invoices carefully — a paid invoice acts as a signed contract.

  • Our cancellation policy can be found here.