faq

If your queries are not answered here, drop us a note at our 'contact us' page or request a callback for us to contact you via phone call (available on Monday – Friday only).

1. Ordering

All orders MUST BE PLACED ONLINE. Orders via email or phone call are not accepted. If you experience any difficulties during online ordering, please feel free to contact us via livechat, email (contact@lulus.com.sg) or request a callback for us to contact you via phone call (available on Monday – Friday only). We will be glad to assist you through your online ordering.

Orders must be made at least 5 days (inclusive of sat, sun & public holidays) in advance of your delivery date (delivery date not inclusive).

You will receive an order summary email with payment details and SMS confirmation for your order within the next 24 hours.

Complete your payment no later than 4 days before your delivery date to confirm your order and our design team will proceed with the draft of your baby message card.

Please ensure correct entry of email address and mobile number to avoid delay in processing or non-processing of your order. If you did not receive any email(s) from us after placing your order, they might have gone to your spam folder, make a check and contact us if otherwise.

Missed our 5 days notice? Check out our mini order (with 3 days notice) or next day collection (with just 1 day notice)! Click here to find out more about regular, mini and next day collection orders.

Please note that there is no delivery / collection on Mondays. Please place separate orders for different delivery addresses or deliveries on different dates.

Our office is open on Mondays – Fridays, 1pm – 6pm and closed on weekends and public holidays. Please drop us an email at priority@lulus.com.sg after office hours for urgent enquiries, we will reply your emails on the same day (weekends and public holidays inclusive).

2. Urgent Orders

Missed our 5 days notice and need your packages urgently? You may place your order via mini order (at least 3 days notice is required) or order our original or signature pastry set with just ONE day notice via our next day collection!

Click here to find out more about regular, privileged, mini and next day collection orders.

3. Minimum order amount

A min of 5 boxes is required in a single order, please place your order under mini order (if your order is below $150).

Please place your order under regular order (if your order is above $150) or privileged order (if your order is above $300), you may select different quantities from various packages. Different pastries set / theme box type can be combined in a single order but a minimum of 15 boxes per pastries set / theme box type is required.

4. Self-Pickup

Save up to $10 off your final bill instantly when you arrange a self-pickup during our off-peak hours! 

Pick up your packages at our Self-Pickup outlet on Tuesday – Sunday. Opening hours from 10am – 1 pm. Closed on every Monday.

We are located at The Promenade @ Pelikat, 183 Jalan Pelikat #B2-11 (S) 537643 (approx. 10 walks from Kovan MRT, please drive in from Charlton Road)

You will receive a sms reminder 1 – 2 working day in advance of your collection day.

5. Delivery

We deliver from Tuesday to Sunday, 9am – 5pm. Kindly note that there is no delivery on Mondays.

Our delivery team will try our best to deliver your packages in the stipulated time, however please factor in 15 mins allowance for unexpected delays (bad weather or traffic condition, delays from previous deliveries etc), if any.

Please ensure that someone will be available to receive the packages within the selected delivery time range to avoid a redelivery charge of $25, if our first delivery attempt is not successful. For instance, if you have chosen 11 am – 12 noon, someone must be available between 11 am – 12 noon, as our delivery men will reach anytime within this time range. We seek your kind understanding that no waiting time is allowed, as our delivery vendors will be late for other customer’s deliveries if they were to wait for your arrival. 

Please place separate orders for different delivery addresses or deliveries on different dates.

You will receive a sms reminder 1 – 2 working day in advance of your delivery day.

IMPORTANT: Please update us at least 2 working days before your delivery date for change of delivery time or address. Please note that additional charges might apply for changes with less than 2 working days notice, depending on the delivery route on your delivery day.

6. Making your payment

All payment must be completed at least 4 days before your delivery / collection date to confirm your order.  We do not accept C.O.D.

We accept the following payment mode:

1. FAST (internet banking – by using bank name & account number to transfer funds)

2. PayNow (mobile banking app – by using mobile number to transfer funds)

3. Cash Deposit at any Maybank Cash Deposit Machines. Click here to find your nearest branch

7. Adding additional packages to your order

You may still add on additional packages after making your order with us.

Simply drop us an email at order@lulus.com.sg, quoting your order number to update your order.

All updates of additional packages must be done not less than 2 working days in advance of your delivery date, if your delivery / collection date falls on Saturday, Sunday or following Tuesday, please update us latest by Thursday, 1pm.

8. Change of pastry / kueh item in our standard combination sets

Enjoy the greatest value package from our 12 standard pastry sets. We highly recommend you to pick from these 12 sets.

If required, you may request to change pastry or kueh item in our standard combination sets to your preference. A min of 20 boxes is required, prices start from $7.50 onwards.

Request a quote for your customised pastry set here .

9. Choice of glutinous rice

Do not give our Signature white glutinous rice with heybi-hiam a miss! It’s well-loved by many and has a unique flavoursome taste.

However, if you prefer brown glutinous rice, you are free to request a replacement of our Signature white glutinous rice with brown glutinous rice with mushrooms, peanuts and heybi at no extra charges. 

Indicate your special request for the replacement under “Special notes” while making your online ordering.

Free replacement applies to pastry sets with glutinous rice only. Not applicable to pastry sets without glutinous rice.

10. Submission of photo for personalised message card

Please send your favourite photo and message that you would like to appear on your personalised message card to cards@lulus.com.sg, quoting your order number in the subject header of your email.

As our message card is in a considerably big 4R size, please send us a high resolution photo so that your message card will be printed in good and sharp photo quality. A suggested file size of approximately 2MB – 5MB will be ideal. Upon submission of your photo and message, you will receive the artwork in jpg from our design team within the next 24 working hours (our design team is closed on Mondays, weekend and public holidays). Check through all the contents on the artwork, taking special note to text information such as name and date details, approve your draft no later than 3 days before your delivery date. Please note that no changes would be allowed after confirmation.

You may also choose to have just the message (without photo) or photo only (without message) on your personalised message card, simply indicate your preference while making your online order. 

All photos and text message must be submitted no later than 4 working days (by 1pm) before your delivery date.

All cards must be approved for printing no later than 3 working days (by 5pm) before your delivery date.  

11. Purchase of additional personalised baby photo message card

Every  LULU’S box comes with a copy of your personalised baby message card in 4R size (not applicable to mini orders). If you would like to purchase additional baby message cards, you may do so via online ordering at the same time when you are ordering your packages. You may also have the option to print them in 6R and 8R. Additional baby message cards will delivered together with your packages. In the event if you like to order additional baby message cards after we have delivered your packages, please place your order via email at order@lulus.com.sg. A postage charge of $2.90 applies, postage charge will be waived for purchase amount above $10. Baby cards will be sent using Singpost a.m. mail within 3 working days after payment has been made.

12. Message on your personalised cards

We encourage our customers to get creative and write something that’s really customised for themselves!

To inspire our new customers, we would like to share some of the messages from our past customers:

1) Welcome our Baby, (name of Baby) | D.O.B. | Birth Weight / Birth Length

2) Hello! My name is (name of Baby). Thank you for Celebrating my Full Month with Daddy (name) and Mummy (name)!”

3) Hi, I’m (name of Baby), Thank you for coming to my Party!

4) New arrival of Our Baby Boy/Girl, (name of Baby)

5) Thank you for sharing the Celebration with our Bundle of Joy! (name of Baby / D.O.B.)

6) Thank you for sharing this Joyous Occasion with us! With lotsa love from Daddy (name) and Mummy (name)!

7) Happy one month to Baby (name of Baby)! Thank you for celebrating with us.

Get creative and customise your very own message in English, Chinese or any International Languages!

13. Requirement of a good photo

Things to note for requirement of a good photo:

1. As our message card is in a considerably big 4R size, please send us a high resolution photo so that your message card will be printed in good and sharp photo quality. A suggested file size of approximately 2MB – 5MB will be ideal.

2. Choose a photo that has plenty of empty background space around the baby so that our design team can have more flexibility to design your cards. Avoid photo that has the baby too near to the edges and we strongly recommend photo that shows the complete face and hands of the baby.

3. It is best to take the photo of your baby on a light and plain colored bed or sofa with minimum elements, in a bright environment.

14. Our food and packaging

We ensure clean handling and packing of fresh food at all times. Our packaging box is made from high quality food-grade and greaseproof paper, imported from Europe.

15. Ang ku kueh & Red eggs

There are several types of ang ku kueh in the market. Ang ku kueh (the tortoise shell shape) is used to symbolise baby girl while ang yee (pointed shape, as shown in our product photos) for baby boy. As such, we provide ang ku kueh for baby girls and ang yee for baby boys in our baby full month packages.

Red eggs are dyed with halal-certified food ink and come with pink ribbon sticker for baby girls and blue ribbon sticker for baby boys.

Our ang ku kuehs are made of vegetarian oil, with no content of onions. They are not halal-certified by MUIS. We provide mung bean flavour as the standard flavour in our baby full month packages, you may however request for peanut flavour if required, at an additional surcharge of $10 per single order (regardless of number of boxes, a min of 15 boxes is however required). Scroll down order page (pastry selection page) to [additional products] to add on the surcharge.

Special request for peanut ang ku kuehs applies to pastry sets with ang ku kuehs only, not applicable to pastry sets without ang ku kuehs. All the ang ku kuehs in the package have to be changed to peanut flavour (i.e. if the pastry set comes with 2 pieces of ang ku kuehs, both pieces have to be changed to peanut flavour).

If you require 1 mung bean and 1 peanut flavour per box (min 15 boxes required), an additional surcharge of 50 cents per box will apply. Your selected pastry set must come with 2 pieces of ang ku kuehs if you would like to request for 1 mung bean and 1 peanut flavour. Not applicable to pastry sets that come with 1 piece of ang ku kueh. Please contact us separately via email once you have placed your order.

 

16. Halal certified pastries

All our pastries are made of egg and do not contain meat, onion or animal oil. Our pastries are freshly prepared in our halal-certified kitchen. Our pastries are halal-certified by MUIS, however our kueh items are not halal-certified. As such, halal-certified logo will not be printed on our packaging boxes.

If you are looking for pastry sets for your Muslim guests, please order our Halal Sets – Happy or Merry set that do not contain any kueh items.

17. Vegetarian sets

Our ang ku kuehs and steam cakes are vegetarian items. They do not contain meat, onion or animal oil.

Our glutinous rice contains dried shrimps, therefore it is not suitable for Vegetarians.

All our pastries are made of egg and do not contain meat, onion or animal oil.

If egg is not acceptable for your vegetarian requirement, you may order our special vegetarian set that comes with 2 ang ku kuehs / ang yees, 2 original steam cakes and 2 cranberry steam cakes. A minimum of 5 boxes will be required.

To add on special vegetarian sets, please ” select theme box > scroll down the page to [ additional products ] “.  Vegetarian sets will be packed in the same theme box as the rest of your order. If you have a minimum of 15 boxes of vegetarian sets, you will then be entitled to select a different theme box.

Indication sticker will be affixed on the pastry box to differentiate the special vegetarian sets in the same theme box.

18. Keeping the food fresh

Our food are freshly packed in the early morning of delivery day. To maintain the freshness of the food, please keep them in cool places. If your event takes place several hours after you have received your packages, we would recommend to keep them in an air-conditioned environment.

Please advise your guests to keep the packages in cool temperature whenever possible and best consumed on the same day. Packages must be stored in the fridge for next day consumption.

19. Enquire about your order

Quote your order number if you would like to enquire about your order. Simply email to order@lulus.com.sg and we’ll be glad to attend to your queries. Our office is open from Mondays – Fridays, 1pm – 6pm; and closed on weekends and public holidays. All correspondences received after 5pm will be replied on the next working day.

You may also request a callback to speak to our friendly customer care, available from Monday – Friday (excluding public holidays). Please drop us an email at priority@lulus.com.sg after office hours for urgent enquiries, we will reply your emails as soon as we possibly can.