You can receive your order from Biri-Biri Treats in one of three ways, chosen at checkout. This policy is part of our Terms & Conditions.

We need at least 2 days’ notice for pickup and delivery orders, and you can order up to 60 days ahead. The date picker at checkout only offers dates within this window. For larger orders or earlier dates, please message us on WhatsApp at +60 11-1286 6511 and we will see what we can do.

• Pickup address: Block 13A, Bukit OUG Condominium, Jalan 3A/155, 58200 Kuala Lumpur.
• Please collect during the time slot you chose. We will contact you on the phone number you gave if anything changes.
• Please bring your order number or confirmation email.
• If you cannot make your slot, message us on WhatsApp as early as you can. We will try to help but cannot promise a new time.
• Orders not collected within 2 hours after the end of your time slot are forfeited and are not refunded, as our products are freshly made and cannot be kept or resold.

Delivery is carried out by independent third-party delivery services (such as Grab Express, Lalamove or GoGet) that we book for your order. We deliver within 30 km of Bukit OUG, Kuala Lumpur. If your address is further away, please message us on WhatsApp and we will see what we can do.

• The delivery fee is based on the distance from our kitchen to the recipient’s location. The quote is shown at checkout before you pay. Delivery is free within 2 km of our kitchen for orders of RM35 or more. Delivery fees may be higher during peak hours (4pm to 8pm), public holidays and festive periods; the final fee, including any increase, is always shown at checkout before you pay.
• Please give the recipient’s name, a complete and correct address including the unit or floor, and a phone number that will be answered on the day.
• You choose a delivery date and time slot at checkout. Delivery times are estimates, not guarantees, because traffic, weather and road closures can affect us. If you need an exact time, we recommend pickup.
• Someone must be available to receive the order. Please keep your phone on during your time slot, as the rider may call you.
• Drivers can cancel at the last minute, and drivers can be hard to find at peak hours or in bad weather. If this happens we will tell you and try to rebook. If we cannot find a driver at all, we will contact you to rearrange, and if that is not possible we will refund your order in full, including the delivery fee.
• Whole Cakes, Specialty Cakes, Cupcakes and Savory Bites are fragile, and we strongly recommend pickup for them, especially for time-sensitive orders or events.
• We do not encourage setting the drop-off point at a hotel reception, concierge desk or any other third-party location. We are not responsible if an order is lost or misplaced after it has been delivered to such a place.
• When your order arrives, check it straight away, store it as instructed on the packaging or product page, and tell us about any problem straight away. Our Returns, Refunds & Cancellation Policy explains how we handle faulty items.

• Courier parcels can take a day or more to arrive and are handled by many people along the way. So we only courier sturdy items that travel well, such as cookies and plain brownies. Cakes, items with toppings, cream or fresh fruit, and other delicate bakes are available for pickup or delivery only.
• Only products marked “Courier eligible” can be sent by courier. If your cart has an item that cannot be couriered, checkout will tell you which one. You can remove it, or choose pickup or delivery for the whole order instead.
• The courier fee is a flat RM9 per order. It is free when your items total RM90 or more.
• Courier orders are shipped out from Monday to Thursday and normally arrive the next working day. This is an estimate, not a guarantee. Public holidays, weather and courier delays can add time.
• Please give a complete address and a phone number the courier can reach, and make sure someone can receive the parcel.
• Our products are fresh baked goods. Once the parcel has left us, courier handling is outside our control, so please collect it as soon as it arrives.

We handle each case individually, but this is what usually happens:

1. If nobody answers, we will try to reach you by phone and WhatsApp and wait a short time (about 15 minutes for delivery).
2. If we still cannot reach you, we can try again the same day if our schedule allows, or you can collect the order from our pickup address. A second delivery attempt may carry another delivery fee.
3. If the order cannot be handed over because of a wrong or incomplete address, an unanswered phone, or no one being available, the order is treated as delivered and is not refunded, because the products are perishable.
4. For courier orders, the courier will usually try again or hold the parcel for collection. If the parcel is returned, any re-sending fee is paid by the customer, and the goods may no longer be fit to eat.
5. If the failure is caused by us, for example we deliver late beyond reason or to the wrong address, we will re-deliver or refund you, as set out in our Returns, Refunds & Cancellation Policy.

Please check your address and phone number carefully before paying. If you spot a mistake, message us on WhatsApp straight away.

We make sure every order is baked, packed and handed over to the driver or courier in good condition. After that, the journey is handled by the third-party provider and is outside our direct control.

• Please check your order straight away and report any problem within 2 hours of receiving it, with clear photos of the order and its packaging, by WhatsApp to +60 11-1286 6511.
• If an order is damaged in transit by the delivery provider, we will refund 50% of the price of the damaged items. The refund goes to your original payment method where possible, otherwise as store credit. Delivery and courier fees are not refunded.
• If our own packing clearly caused the damage, we will handle it under our Returns, Refunds & Cancellation Policy instead, case by case.
• We cannot refund damage that is not reported within 2 hours, or an order that was left at a location you chose for drop-off, such as a hotel reception or concierge desk.

We will do our best to deliver on time, but we are not responsible for delays caused by things outside our control, such as bad weather, traffic, road closures, courier delays or public holidays. For damage in transit, see section 7. For faulty items, see our Returns, Refunds & Cancellation Policy.

Questions? WhatsApp us at +60 11-1286 6511 or email order@biribiritreats.com.