Frequently Asked Questions
We are happy to help with any enquiry! Please do not hesitate to contact us via e-mail at macaronsbymadeleine@gmail.com or via telephone and Whatsapp at +6018 202 1050
Order
How do I order bulk Corporate / Events Doorgifts?
We have a fixed minimum order quantity and rates for each quantity tier. Do contact us to talk to us more about what you would require. We welcome you to explore our past works here.
Can I change my order once it has been placed?
Yes, you can change any order within 3 days of its collection date. Simply WhatsApp us your order confirmation number along with your change request(s).
Can I return and refund my order?
If you wish to return our items to us because in the event that they are below your satisfaction, or that 3rd party delivery isn't allowed (due to MCO, building SOPs, weather, etc.), do WhatsApp us and we'll work it out with you!
Once we receive your items, we will begin inspecting its conditions.
A full refund is applicable if the product returned is unused and in the exact same condition as it was when it left our premises.
If your refund is approved, we will initiate a refund using your original method of payment. You will receive your refund within a matter of days - depending on your bank / card issuer(s).
What is your cancellation policy?
We will cancel your order and provide a refund should you cancel within three (3) days of its delivery date. Your credit will be returned to you in a matter of days - depending on your bank / card issuer.
Payment
What are the payment methods available?
We use iPay88 to make it easier for your online bank transfers, credit card, e-wallets such as GrabPay, Touch N Go and others.
Do you accept cash on delivery (COD)?
All confirmed orders must be paid in advance.
We only accept online payments through our online store or local online bank transfers upon confirmation of your order.
Macarons
Will my macarons be fine in the fridge overnight / for a few days if I collect them before my event?
Yes, our macarons are best consumed within 3 days after receiving. To preserve freshness, transfer it to an airtight container.
It is recommended to keep macarons refrigerated if you do not plan to consume within the first couple of hours upon receipt.
Macarons are best served chilled,
please allow it to sit at room temperature for 15 mins before serving.
The macarons I received looks different from what is displayed
All of our macarons are handmade and unique! The actual pieces may vary slightly in color and sizes, so no macarons of of the same design will ever be exact and identical as previous creation.
Can I bring the macaron gift with me outstation?
Yes, you can. Just ensure that it is held/placed on a flat surface while traveling & not leave in the car unattended, due to concerns such as heat captured from direct sunlight.
Do you provide cake knife and candles for macaron cakes?
We provide candles for a few selected macarons products only, (e.g. Macaron Cake) which will be stated in the items descriptions. We also do provide a simple knife only for products that require cutting.
Delivery
Where do you deliver from and how are the charges like?
📍We are located at The Hermington, Kuchai Lama
**Delivery Fee comes with a small surcharge amount for handling & arranging riders.
**We usually use Lalamove service, or will have own riders on certain occasions.
Upon checkout, delivery fees will be calculated based on the delivery address. As our address system follows Google Maps, please do key in exactly how it would appear on your GPS!
**Tracking link won’t be available to you if you are not a recipient. If you are a buyer and wish to get an update whether recipient has received the gift, you can request follow up via WhatsApp and we will update you personally (either the tentative time of rider to deliver goods / if items had been delivered with proof of delivery)
Can you help me make surprise deliveries?
Macarons are delicate and will need immediate refrigeration after delivery so that your recipient can eat them fresh.
If your recipient stays in an apartment / condo, make sure someone else in their home would be able to receive it for them to carry out the surprise, otherwise, they will have to receive it themselves as our riders will need to call their contact numbers to deliver.
If your recipient stays in a landed house, just make sure that they are home on the day and time of the surprise!
Do you do same day deliveries?
If you request for same day delivery services, order cut off time will be at 12pm and delivery will only happen between 4-5pm as the driver may require extra time to deliver the orders.
**We also recommend scheduling the orders to be delivered straight to the event venue to ensure the quality of your orders as Madcarons will not be held responsible for any damages that may occur to the orders after your item has left our premises.
When can I receive my order? How is the delivery schedule like?
All items will require at least 2 days for us to prepare, except for items listed as same day delivery. You can choose the specific date that you would like the delivery to happen.
Our delivery schedule for your order(s) is usually 2-5pm.
Orders for Same Day Deliveries are delivered between 4-6pm.
While we will always try our best to ensure that the delivery is on time, we cannot promise the exact time of arrival for deliveries. Deliveries could be earlier or later than your preferred time slot as all deliveries are subject to traffic conditions, weather, and any unforeseen circumstances.
Please note that live tracking and delivery updates for your order, together with the assigned Courier's contact is also available through the tracking link sent to you.