Store Policies


ORDERS & SHOP HOURS

You can place orders and email your inquiries anytime and we will reply during our shop hours. We are open from Tuesday to Saturday, 9 am to 5 pm, and Sunday from 9 am to 1 pm. Walk-ins are welcome at our main branch at 896 EDSA, West Triangle, Quezon City.

PAYMENTS

All our prices are VAT inclusive. We accept payments via BPI Bank Deposit or Gcash. Details will be provided upon check out.

Delivery fees are NOT included and will be shouldered by the customer upon booking your own courier. We will not be sending out items without payment confirmation. 

Kindly email us proof of your payment to info@mercedbakehouse.com. Once confirmed, we'll begin processing your order. 

If you prefer COD, we suggest booking Grab pasabuy or Lalamove purchase so your rider pays the products for you. You can also choose to pick-up your orders from our main branch in Brgy. West Triangle, EDSA, but payment is still required before pick-up if you want to secure reservation of items.

DELIVERY

Upon confirmation of your payment, you will receive an email from us regarding the status of your order and when it will be ready for pick-up. 

We strive to balance our production schedules so that we have freshly baked goods at all times. Your order will be ready within one to two working days after payment is confirmed. For cake orders, kindly order ahead and pay at least two working days before your preferred date for pick-up. You will receive an e-mail notification when your order is ready for pick up.

If you are ordering way ahead for a specific event, please add your preferred date for pick-up on the special instructions box prior to checking out.

LOST & DAMAGES

Some packages may be delayed, rerouted or lost during transit. Kindly double check the address you used for our bakeshop, your destination address, and contact details. Adding landmarks can help.

Some of our items are delicate, therefore, we highly encourage store pick-up to ensure it will get to you in its original condition. However, we do understand that some of you would prefer the convenience of a courier.

If you choose the latter, book a rider with an insulated box and inform him/her what you plan to deliver. We will ask your representative to sign a form that they received our products in the desired condition (after confirming with you). Any damages incurred in transit will no longer be within our control and area of responsibility. You may reach out to the courier company for their assistance.

REPLACEMENTS & REFUNDS

Transport fees to and from our shop are non-refundable since they are directly paid to your rider and courier of choice. At least 80% of the food item must be returned to be eligible for a refund. We will only accept items the day after pick-up since most of our products are best consumed right away. 

There are some instances when the error falls on our end. Mistakes can include sending out the wrong order or making an error on your preferred cake message or design.

We will evaluate these situations on a case to case basis. Once we identify that the mistake was made by our team, you will be entitled to a replacement as soon as possible or we can facilitate a refund in the form of store credit.

For order concerns, kindly reach out to us at info@mercedbakehouse.com.