Delivery Must-Read

In order to better facilitate a smoother delivery experience, please read

Our Delivery Timing are as follows: 

10.30am to 12.30pm 

12.30pm to 2.30pm 

2.30pm to 4.30pm 

4.30pm to 6.30pm 

Our Delivery Charges are as follows: 

• $20 Standard Delivery (Delivery within the time slot, exclude to CBD, MBS, Shopping malls, Sentosa, Tuas and Restricted area)
• $25 Sentosa, CBD, Tuas & Mall Delivery (Delivery within timeslot to Sentosa, CBD, MBS, Shopping malls, Tuas, to nearest car accessible point if non-residential)
• $30 Custom Delivery (Specific time delivery to location within 1 hour or off-hours delivery. Please indicate the time to deliver. Please WhatsApp us at 87003352 if you require clarification)
• Free Delivery (Standard Delivery for orders above $200 after discount)
• We will check and ask for a top-up if the address do not correspond to the selected selected. Additional requirements such as after hours, restricted access may also require top-up. Please select correctly to avoid any adjustments. 

Third-party courier companies are used for our deliveries (KT express & LaLamove). These courier companies are well-established with good track record of delivering cakes in Singapore. They have a excellent record rate of 99%++ successful no damage delivery for us.

While we take great care in selecting reliable partners, it is important to emphasize that despite their best efforts to deliver as professionals, no delivery is foolproof. Please check your product upon receiving and inform us of any issues immediately. We will make every effort to assist you, and provide replacement/rectification whenever possible. It is critical that we are informed early in order to help.

After-hours delivery may be subjected to surcharge and availability. Any changes to delivery needs to be made 24hours before the delivery date. Delivery is confirmed and booked the day before. Instructions for changes within 24 hours may be subjected to charges and require confirmation from us.

Courier service will take all reasonable measures to deliver products on time within the timeslot. Please order to receive at least 30 mins in advance, to avoid delays possibly from traffic, weather and other contingencies. 

Please provide an accurate address, name and contactable number of the person accepting the product. 

River Ash will not actively make any call or confirmation on delivery date. timing, and address. Please ensure the recipient's availability to accept the order during the timeframe, including the correct address and access to the location.

If the courier arrives at the delivery location and is unable to complete the delivery, they will try to contact the receiver. If there is no response or the customer is unavailable after 20 minutes, the courier will leave the order at the premises. If leaving the order isn’t possible, the courier will attempt to return it to our shop, or it will be disposed of immediately. As we deliver cooked food, we cannot be responsible for food safety beyond the point of delivery. Once the order has been delivered, it will be considered fulfilled, and our responsibility ends. No compensation or refunds will be issued.

If the product is returned to our shop, there will be charges for the cost incurred for returning the product to our shop. If there is no claim within 24 hours, the product will be considered abandoned and discarded.

River Ash's responsibility is to facilitate the delivery process by coordinating with the delivery company and ensuring that your package is properly prepared for shipment. Once the order leaves our premises and is in the custody of the delivery company, any potential risks, damages, or delays become the responsibility of the delivery company. We will however, step in whenever possible, to provide replacement/rectification beyond the scope of the delivery company, when the fault is clearly determined to be the driver's.

Please rest assured that we will make every effort to assist you in the event of any delivery-related concerns. We understand that it is important to you and we will do our best.

Kindly reach out to us to 87003352, if you need to check if the cake has been delivered or invoice to be placed with the order.

Should you encounter any problems or have questions regarding your delivery, please do not hesitate to reach out to our customer support team. We are here to provide assistance and ensure your satisfaction.

Thank you for your understanding and cooperation. We value your business and will continue to strive for excellence in all aspects of our services.