FAQ – for Citrus Sweets

How should I place my order?
  • Please place your order thru our online order form. Our staff will contact you to confirm availability and price
  • Full payment is required to confirm your order.
    • Payment can be done by:
      • Deposit/ Transfer to HSBC 817-832231-001
      • Cheque mailed to: 8-10 Hankow road, 10/C Han Chung Mansion TST (made out to Citrus Sweets Plus Ltd.)
Designs
  • As cakes, cupcakes, cookies and cake pops are handmade and fresh to order, we require creative freedom in the execution of designs. We will come as close as possible to the design and colors; but with some slight variation.
How should I store my order?
  • Cakes and cupcakes can be kept at room temperature, in a cool room, away from heat sources.
  • Should you wish, they can be refrigerated, just take them out 4-6 hours before serving.
  • Cake pops should be refrigerated and taken out 30 minutes before serving
  • Cookies should be kept at room temperature
  • We also put a storage sticker on the cake boxes for reference
Do you make gluten and dairy free cakes?
  • We do not have gluten or lactose free cakes
Changes to the order
  • Orders are confirmed once payment has been made. Changes regarding the order must be done 72 hours before pickup/ delivery.
Cancellation/ Refund
  • In the event of cancellation, half of the payment will be returned if the cancellation is 72 hours or more before the delivery date. The payment is forfeited for cancellations done with less than 72 hours notice. All cancellations or changes must be made in writing.
  • Postponement : Orders can be postponed IF we have not started on them yet and if we are available for the new date.
Complaints
  • We take complaints very seriously. Please return the order, or part of it to our workshop within 2 days so we can determine the nature of the complaint.
Handling
  • We take great care in handling your order. Once the order is received by the client, their representative or has been delivered to the venue and received in good condition, Citrus Sweets cannot be held responsible for any destruction of the products.
  • Please do not leave the cakes or sweets in the trunk of your car.
Consent
  • Citrus Sweets reserves the right to use the photos we take of your order for our website and media related activities
Deliveries
  • Our delivery service is currently very limited. Should we not be able to accommodate delivery requests, we will inform the client of this when the order is placed.
  • Delivery fee depends on the location
    • Delivery to lantau, new territories and outlying islands not available
    • MTR Meet ups are only available on the Red line, and are charged a fee.
  • Please make sure there is someone to receive the delivery. Our team will wait for a maximum of 15 minutes afterwards, the order will be returned to our workshop and additional delivery charges will apply for redelivery.
  • We do our best to deliver within the time window given to us but due to traffic being unpredictable, we may arrive early or a few minutes late.

Notes: Candles and knives are not provided, though we have them available for purchase at our workshop.

Terms and Conditions:

Designs
  • As cakes, cupcakes, cookies and cake pops are handmade and fresh to order, we require creative freedom in the execution of designs. We will come as close as possible to the design and colors; but with some slight variation.
Changes to the order
  • Orders are confirmed once payment has been made. Changes regarding the order must be done 72 hours before pickup/ delivery.
Cancellation/ Refund
  • In the event of cancellation, half of the payment will be returned if the cancellation is 72 hours or more before the delivery date. The payment is forfeited for cancellations done with less than 72 hours notice. All cancellations or changes must be made in writing.
  • Postponement : Orders can be postponed IF we have not started on them yet and if we are available for the new date.
Complaints
  • We take complaints very seriously. Please return the order, or part of it to our workshop within 2 days so we can determine the nature of the complaint.
Handling
  • We take great care in handling your order. Once the order is received by the client, their representative or has been delivered to the venue and received in good condition, Citrus Sweets cannot be held responsible for any destruction of the products.
  • Please do not leave the cakes or sweets in the trunk of your car.
Consent
  • Citrus Sweets reserves the right to use the photo s we take of your order for our website and media related activities