EVERYTHING YOU NEED TO KNOW

Frequently asked questions

General

How do I place an order?


Here's how it works: 1. Select the items you wish to order on our store 2. Click checkout on the right 3. Fill in your delivery details and delivery week of choice 3. Check your cart details, confirm your order, and make payment You will receive an email confirmation for your delivery date 2 days in advance! Our delivery days are Monday to Saturday.




How early must I place an order?


Orders for a particular week (Monday-Saturday) will be closed on the previous Friday.




What payment methods do you accept?


We accept Visa, Mastercard, Maestro, American Express, Google Pay, and Apple Pay for all orders. PayNow or bank transfer is only accepted for valid order amendments.




When are you open?


Our online store receives orders 24/7 and our physical store is currently open Wed-Fri, 2pm - 6pm. Our virtual office is open for any queries and correspondences on Monday - Friday, 10am - 6pm. We are not open on public holidays.





Product

How long can I keep my macarons for?


Our macarons are best consumed fresh, but if you wish to consume them at a later time, we recommend keeping them in the fridge for no longer than 5 days.




Can I keep my macarons in the freezer?


Absolutely! Our macarons can be frozen for a maximum of 14 days. If you are storing them in the freezer, be sure to first leave them in the fridge overnight before consuming. Once removed from the fridge, the macarons can be consumed immediately. You can also let it sit at room temperature for a few minutes if you prefer.




Can I choose the flavours I want?


We curate our flavours by box sets only.




My order is a surprise/gift. Can I add a personalized note?


Of course! You can select the card as a product on our Store for $3. Remember to add the message under “Special Requests” and keep your message to 80 words or below. Because our messages are handwritten, be sure to avoid putting in emojis as well (we’re not great with drawing emojis, trust us). Emoticons like (: are fine!





Delivery

Where do you deliver?


Currently, we deliver to residential areas only. We do not deliver to commercial buildings, Tuas, Jurong Island, commercial areas of Sentosa, Changi cargo, air bases, airports, army camps, government buildings, prison quarters, hospitals, shipyards, cargo areas, powergrid, all offshore islands, as well as particular whole areas. Check here for the full list.




What are your delivery timings and charges?


Free delivery, except Sentosa residences ($10)! We deliver Monday to Saturday, and your delivery date will be determined by our dispatch crew.




Why can't I select the exact time I want my macarons delivered?


As much as we'd like to offer everyone their preferred time, we have to take into account multiple orders and what the most efficient delivery routes are. Our dispatch crew's approach is to cluster nearby locations so as to lower costs and reduce our carbon footprint. With this approach, we are able to offer you more affordable prices. We seek your help in making yourself available and contactable for your entire assigned delivery date.




I'm sending the macarons to someone else. What should I know?


If you are intending to surprise someone with our macarons, please use your own details for the order placement, including your email address and phone number. We will send all notifications to the details listed in the order. All emails related to your order will be sent to the one listed in your order, so choose the right contact information! Finally, please ensure that the recipient will be present during the entire delivery window prior to placing the order. If it’s a surprise, feel free to let us know in the delivery instructions section on the checkout page.




How long does your dispatch crew wait for?


Our crew has a strict waiting time of 5 minutes. If the order is not received, they will leave the macarons in a safe and secure location outside your door. If they are unable to leave the macarons at a safe and secure location, we will contact you for re-delivery arrangements. Please note that a re-delivery fee of $10 will apply.




Can I self-collect?


Self-collection is only currently available for those who did not manage to receive their macarons on the delivery date.




What if my macarons are damaged in-transit?


We always want to make sure that your macarons are perfect when they reach your door. We use custom-designed macaron boxes and industry-grade thermal containers to keep them chilled and protected while in-transit. We also have comprehensive and rigorous standard operating procedures for our dispatch crew, to ensure maximum product integrity. However, we cannot guarantee that our macarons will look the same at your doorstep as they did when they left our kitchen. If your macarons are severely damaged when you receive them, please drop us an email at jaded.macarons@gmail.com with your feedback.




What if my delivery is unsuccessful?


To minimize the chances of this happening, do make sure that you are attentive and available during your delivery window. That includes ensuring that you are contactable via phone, and your phone isn't on silent mode. If the delivery was unsuccessful, our team will contact you to follow up. If you believe you had only just missed the delivery, you can attempt to call our dispatch crew back. If they are not able to make an immediate re-delivery, our team will contact you for follow-up arrangements. We review these circumstances on a case-by-case basis. You may be subject to a change fee of $5, which is the same fee we charge for all valid order amendments.




Can I add multiple addresses to one order?


Unfortunately, our system is unable to accept more than one address per order. If you wish to deliver to multiple addresses, please make separate orders. If you are making many orders to many different addresses, please contact our team directly at jaded.macarons@gmail.com or DM (direct message) us on Instagram or Facebook for easier processing!





Dietary restrictions

I'm not sure if I'm allergic to your macarons.


The last thing we want is an unfortunate allergic reaction to our macarons. Our kitchen handles ingredients that contain wheat, nut, soy, dairy, and alcohol. Therefore, we would not recommend our products to those with these allergies. Drop us an email at jaded.macarons@gmail.com if you have any questions and we’d be happy to clarify.




Are your macarons Halal?


We are not a Halal-certified kitchen as our kitchen handles alcohol and gelatin for certain recipes and recipe development purposes. Drop us an email at jaded.macarons@gmail.com if you have any questions and we’d be happy to clarify.




Are your macarons gluten-free?


Our macarons are generally gluten-free. However there are some flavours which incorporate ingredients that contain gluten, such as toast powder. Therefore, our kitchen does handle ingredients that contain gluten. Feel free to email us at jaded.macarons@gmail.com if you have more specific questions, such as gluten cross-contamination.




Are your macarons vegetarian-friendly?


Presently, our White Rabbit Candy macaron contains gelatin, as we use actual candy in our filling. Eggs and butter are used across the board, and milk is used in our Liu Sha Bao macaron, White Rabbit Candy macaron, and Kopi Gao macaron. Drop us an email at jaded.macarons@gmail.com if you have any questions and we’d be happy to clarify.




Can I request to make my macarons less sweet?


Our recipes have already been formulated to be less sweet than most local competitors. Unfortunately, we are not able to make them even less sweet as it would compromise the structural integrity of the macaron.





Amendments & Cancellations

Can I change my order?


Yes, if your request is made at least 2 working days prior to the delivery date. We only accept amendments that increase or maintain the total order value (e.g. ordering one more box, exchanging a product for another of equal value, or adding on a customisable card) and/or include changes to the delivery details (date, time, and/or location). We do not accept amendments that decrease the total order value (e.g. cancelling a customisable card or removing a product). Please refer to our T&C for more information.




How do I change my order?


Send us an email with the title “Order amendment for #(order number)” and all relevant information. All requests must be made at least 2 working days prior to the delivery date for us to accept the change. For instance, if the original delivery date is a Tuesday, please inform us by the previous Thursday at the very latest. Order amendments will incur a change fee of $5, as well as any other topups, to be paid via PayNow. Please refer to our T&C for more information.




How do I get my amendment request approved?


When you send a request email, our team will reply to either inform you of the payment amount to be made within 12 hours, or that your request is invalid/too late. Once you have made payment, respond to our team's email with a screenshot of the transacation and we will verify it. After verification, we will send another email to confirm that your request is approved. If payment is not made within 12 hours, we will void the amendment request and proceed with the original order information. Please refer to our T&C for more information.




How do I cancel my order?


Send us an email with the title “Order cancellation for #(order number)”. All cancellations must be made at least 2 working days prior to the delivery date. There is no cancellation fee, but you will only be refunded 50% of your total order value. This 50% will be refunded to you in-kind via a digital voucher on your next purchase, which will be valid for one year from date of issuance. We do not provide full or partial refunds in cash. Please refer to our T&C for more information.