Terms & Conditions

Please read carefully to make your shopping experience with us even more enjoyable. 

product handling Product Handling

1. Some of our products require special handling upon receipt to maintain their quality. Please store these products in the refrigerator immediately after receiving.


2.  The shelf life of the cakes can be found on each product page under the Storage & Care section.


3. All products at Ann’s Bakehouse are handmade, which may result in the finished product not appearing 100% identical to the photo displayed.



cake delivery service Order & Internal Delivery Schedule

1.   Purchaser & consignee Information:

Please ensure that all required data, including information on the address and telephone number of the consignee stated in the order (purchaser and consignee), is complete and correct.


2.   Order & Delivery Schedule:

Orders will be processed upon receipt of payment confirmation. If the confirmation exceeds the prescribed time limit, we will process the order at the rescheduled delivery/pick-up.

Delivery time range: 

08.00-12.00 WIB: For payments made H-1 before 17.00 WIB, delivery will start at 08.00 WIB and arrive at the destination no later than 12.00 WIB. 

12.00-17.00 WIB: For payments made on the same day before 08.00 WIB, delivery will start at 12.00 WIB and arrive at the destination no later than 17.00 WIB. 

17.00-21.00 WIB: For payments made on the same day before 13.00 WIB, delivery will start at 16.00 WIB and arrive at the destination no later than 21.00 WIB. 

*Notes: Delivery is carried out according to the selected time period. Exact arrival time cannot be determined. Requests for exact arrival times can be made via special delivery with additional applicable fees.


3.   Same Day Pick-up:

Orders for same-day pick-up may be processed as soon as 1 (one) to 2 (two) hours after payment. During the festive season, at the earliest, within 3 (three) hours after payment.


4.    Force Majeure:

In the event of force majeure, we will make every effort to promptly inform and re-deliver the customer's pending order. However, should force majeure significantly impact Ann's Bakehouse & Creamery, resulting in substantial damage and loss, we kindly request customers' discretion and understanding following the provided information. Your understanding during such unforeseen circumstances is highly appreciated.



cake delivery Delivery With Third Party

1.   Delivery & Pick-up by Third Party:

Any damage or degradation of the product during delivery/pick-up by a third party shall not be the responsibility of Ann’s Bakehouse & Creamery.


2.    Delivery by Logistic Service (In and Out of Town):

  • Delivery by express service applies only to the following products: Honey Cake, Lapis Legit, Ann’s Brownies (for product sizes 20 x 10 and 20 x 20), Cookies, Hampers, and Gift Sets.
  • Delivery by express service is subject to an additional packaging fee.
  • If you wish to include a personal greeting card with the order, the card must be supplied to us no later than 2 (two) days before the delivery date.
  • Payment must be made no later than 5 (five) days before the receipt date.
  • Delivery will be made at the earliest 2 (two) days after payment, with an estimated arrival of 2 (two) up to 4 (four) days after the delivery date.
  • Delivery of more than 1 (one) package of the product will be calculated with a different packaging and delivery fee per package.
  • Delivery to different addresses/locations might result in different arrival times.
  • Ahead of the Festive Season, delays in delivery by express service may occur.
  • Ann’s Bakehouse & Creamery always performs pre-packaging checks and prioritizes the product's safety in the packaging process. 
    • Products to be delivered out of town are packed in compliance with the standards set by the express service company, using a double-wall box, bubble wrap/styrofoam/polyethylene foam to minimize free space that may cause the product to move. 
    • The packaging is marked with information indicating that it contains food and fragile products. 
    • However, during the delivery of the product, Ann’s Bakehouse & Creamery has no control over the same. In such cases, we cannot guarantee that the product(s) will be received in perfect condition, especially fragile cookies. We are liable for products received in a non-consumable condition by the consumer (molded or crushed into powder).


pesan kue online Change Order

1.   Change in Order Detail:

Changes in order details are permitted up to 2 days before the delivery date upon confirmation with our Customer Service. 

*Changes in order details shall not apply during festive Eid Ul-Fitr or Christmas high season.



pick up cake Courier Waiting Time

1.   Ann’s Bakehouse 15-minute Courier Waiting Time:

Ann's Bakehouse implements a 15-minute courier waiting time at the consignee's address location to ensure proper receipt of the ordered product. The waiting time includes re-confirmation of the delivery address. If the purchased product is not received after the 15-minute courier waiting time, the courier will leave the delivery address location, and the product order will be considered undelivered. We will inform the purchaser accordingly.



 Cancellation / Undelivered Items

1.   Undelivered Items:

Ann's Bakehouse ensures that all purchased products will be delivered on the prescribed schedule and to the delivery address confirmed by the purchaser. We are not liable for product degradation and damage resulting from delivery failure due to incorrect information on the delivery address of the purchaser or if the consignee is not present at the location and/or no individual receives the product at the scheduled courier waiting time. In such cases, the product will need to be retaken.


2.   Terms and Conditions Of Undelivered Items (Regular Season):

  • Undelivered items may be re-delivered or picked up directly from our store.
  • The purchaser confirms with us whether the purchased products will be re-delivered or directly collected. We will store undelivered items for a maximum of 24 hours.
  • Re-delivery may occur on D+1 from the previous schedule and will be subject to a delivery charge based on the confirmed delivery address.
  • Undelivered items may be picked up during store operating hours (confirmation with Customer Service required).
  • An additional packaging fee will be required in the case of damage to the product packaging (wet/torn) during return.
  • Undelivered items not confirmed by the purchaser within 24 hours will be deemed as waste products and will be dealt with according to our policy.


3.   Terms and Conditions Of Undelivered Items (Festive Season: H-14 Eid, CNY, and Christmas)

  • Re-delivery of undelivered items CANNOT be made during the festive season.
  • Undelivered items may only be taken at our store, Ann’s Bakehouse & Creamery Sambas. The purchaser shall confirm the pick-up time to us. We will store undelivered items for a maximum of 24 hours.
  • Changes/cancellations of processed orders cannot be made during the festive season.
  • The purchaser will be subject to a handling fee of IDR100,000 for undelivered items due to incorrect address information or if no individual receives the product at the specified address after the courier waiting time. This fee is for storage, repair and re-finishing, replacement of packaging, and courier handling.
  • Undelivered items picked up by the purchaser may be made upon payment of the handling fee (payment via virtual account transfer or direct payment at our store).
  • Undelivered items not confirmed by the purchaser within 24 hours will be deemed as waste products and will be dealt with at our discretion

4. Order Cancellation:

Order cancellation cannot be made after we receive payment. Orders may be rescheduled with confirmation H-2 before the delivery date.



Complaint & Return Policy

1. Complaint:

Ann's Bakehouse is highly committed to the quality of products and customer satisfaction. All complaints about our products and services must be brought to us no later than 24 hours after receiving, enclosing the proof of purchase and a photo/video of the product as supporting proof. Contact our customer service at [email protected] and Whatsapp Customer Service at +62 811-114-960.


2. Return and Exchange:

Products may be returned and exchanged in the case of a fault or defect due to our error. Return and exchange of products apply only within 24 hours after receiving, enclosing the proof of purchase, photo/video, and the product must be returned in the intact condition as received. We do not accept returns and exchanges for damaged products due to customer or third-party faults and/or commissions.