Terms & Conditions

These terms govern all orders placed with Flowbase Bakehouse Sdn. Bhd. (Company No. 202101037245 (1423867-P)) through this website, by phone, or at our counter at 27, Jalan Telawi 3, Bangsar Baru, 59100 Kuala Lumpur. Placing an order means you accept them, so please take the two minutes to read.

1. Orders and confirmation

An enquiry through our website is not yet an order. Your order is confirmed only when we have issued a written quote, you have paid the stated deposit, and we have acknowledged receipt. Until then, dates remain open to other customers.

2. Deposits and payment

Bespoke cakes and event bookings require a 50% deposit (40% for event packages above RM3,000), with the balance due five days before delivery or collection. Counter items and standard cupcake boxes are paid in full at ordering. We accept bank transfer, DuitNow and major cards; we do not accept cheques or cash on delivery.

3. Lead times and changes

Minimum lead times are listed on each product page and in your quote. Changes to flavours, inscriptions or minor design details are free up to five days before your date, subject to feasibility. Guest-count increases are usually possible; decreases after confirmation do not reduce the agreed price. Date transfers depend on calendar space and may incur re-baking costs.

4. Delivery and collection

We deliver across the Klang Valley in temperature-controlled vehicles. Delivery windows are agreed in advance; someone must be present to receive the order, since baked goods cannot wait in a lobby. Tiered cakes are set up by our staff and photographed on completion — that photograph records the condition at handover. Self-collected orders travel at your own risk, and we will show you the correct way to carry the box.

5. Allergens and dietary information

Our kitchen handles gluten, eggs, dairy, soy, peanuts and tree nuts. We prepare allergen-conscious recipes with strict controls, but we cannot guarantee zero trace exposure and our products are not suitable for anyone at risk of severe anaphylaxis. Full ingredient lists are provided on request, and every box carries an allergen label.

6. Our designs and your images

Cake designs, sketches and photographs we produce remain the intellectual property of Flowbase Bakehouse. We may photograph commissioned work for our portfolio and social channels; tell us at ordering if you prefer your cake kept private (wedding surprises, product launches) and we will embargo or withhold publication.

7. Our liability

If we fail to deliver a confirmed order, or deliver a materially different or defective product, our liability is limited to the price you paid, handled under our Returns & Refunds Policy. We are not liable for indirect losses such as event costs, and we are excused from performance during events genuinely beyond our control (floods, road closures, supply failures), in which case deposits are refunded in full.

8. Website content

Content on flowbase.my is provided for general information and may change without notice. Prices shown are indicative starting points; only a written quote is binding.

9. Governing law

These terms are governed by the laws of Malaysia. Any dispute that cannot be resolved amicably falls under the jurisdiction of the courts of Kuala Lumpur. Nothing here limits your statutory rights under the Consumer Protection Act 1999.

10. Contact

Questions about these terms: [email protected] or +60 3-2110 4382.