All sales are final and there are no refunds, cancellations nor exchange of items at Doublelayer. However, we’re committed to ensure you have a pleasant shopping experience with us. Hence, there are few steps to address in some circumstances:

Refunds

Failed to pick up phone from driver: Should you bear the consequence if the recipient is not picking up calls from the driver within the agreed / chosen delivery time slots. Kindly make your time available or inform the recipient be aware of the delivery time schedule. Don’t silence your phone within the agreed / chosen delivery time slots to avoid missed calls.

Item Not in Good Condition: Should your items arrive in less than perfect condition (e.g., melted, broken, defective), contact us within 1 hour of receiving them. Include a clear picture or video illustrating the issue and WhatsApp us at 010-7676829

Received the Wrong Items: In the unlikely event that you receive an incorrect order, notify us within 1 hour. Provide a clear picture of the incorrect items alongside your order number to WhatsApp 010-7676829. The items should be unconsumed and, in the condition, they were received to qualify for a refund or replacement.

Cancellations

Advance Cancellations: Orders can be cancelled at least 48 hours in advance. 

No Cancellations: Orders are that have been processed (E.g.: The cake has been prepared for delivery arranged) cannot be cancelled.

Refund Process

Store Credit: Approved refunds or cancellations will result in store credit vouchers, valid for 1 year. You may log into your store account to see the latest credit balance. No bank transfer is allowed.

How to Cancel an Order

Kindly WhatsApp us at 010-7676829 immediately for us to investigate and take necessary action if needed.

Shipping Delays

Delay in Delivery: We are using third party courier services which is not represent Doublelayer. No refunds will be issued for late deliveries caused by circumstances beyond our control such as bad weather, heavy traffic, or route planning.

After investigation of all relevant details and circumstances surrounding your complaint, we will take appropriate action. This could range from a full or partial refund to store credit or a replacement item, at our sole discretion. Doublelayer reserves the right to amend this policy at any time without prior notice.