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Terms & Conditions

Lilac Oak Terms & Conditions

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Welcome to Lilac Oak! These Terms & Conditions govern your use of our website, www.lilacoak.com, and any purchases made through our platform. By using our site or placing an order, you agree to be bound by the following terms:

1. General Information

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Lilac Oak is a 100% vegan Café based in Singapore, offering plantbased Food, Cakes, Bakes, Drinks, Gelato and Catering & Dessert Tables services both online and in-store.

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Business Name: Lilac Oak
Contact: hello@lilacoak.com
Location: Singapore (For in-store visits, directions are available on our Visit Us page)

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2. Ordering Policy

  • All orders are subject to availability and confirmation.

  • All orders are confirmed only when payment has been made.

  • Whole Cakes orders require a minimum of 3 workings days' notice; subject to availability.

  • Catering & Dessert Table orders require a minimum of 3 weeks notice; subject to availability.

  • Custom/Bulk orders require a minimum of 3 weeks notice; or subject to availability.

  • Orders can be placed through our online store or in person. Contact us via email hello@lilacoak.com or WhatsApp +65 9748 0018 for enquires or should you need assistance.

  • All orders made are non-cancellable, non-refundable and non-exchangeable. 

  • Amendments to the scheduled pickup/delivery time must be made at least 48 hours prior; subject to availability. Please contact us via email hello@lilacoak.com or WhatsApp +65 9748 0018 for assistance.

  • We reserve the right to cancel or reject any orders at any time.

 

3. Pricing & Payment

  • All prices listed are in Singapore Dollars (SGD).

  • We do not charge GST both online or in the Café.

  • 10% service charge applies for dine-in in the Café.

  • Modes of payment on our website: We accept major credit/debit cards, PayNow, and other payment methods as available on our online shop.

  • Modes of payment in the Café: Visa. Mastercard, PayNow and ShopBack

  • Prices are subject to change without prior notice.

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4. Delivery & Pickup

  • Delivery is available across most areas of Singapore.

  • Delivery fee for standard Bakes, Cakes & Food (except Sentosa, Jurong Island & Tuas):

    • $15 for orders below $250 

    • $5 for orders above $250

    • Free delivery for orders above $500

    • For Sentosa, Jurong Island & Tuas, a surcharge at +$5 applies.

  • We aim to deliver within the selected time slot, but delays may occur due to unforeseen circumstances.

  • It is the customer's responsibility to ensure that delivery details are accurate.

  • Any instructions to leave the order and products at the door will be at the customer's own risk. Lilac Oak and our delivery partners will not be liable for any damage and spoilage to the products.​

  • For missed deliveries due to incorrect information or no recipient, we will not be able to reschedule a delivery. Products will be deemed forfeited for any failed delivery.

  • If you've chosen self-pickup, orders that are not collected by closing time would be kept for collection on the next working day upon request. Orders not collected within 24 hours from original date and time of collection would be forfeited and no refunds would be made.

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5. Returns & Refunds

  • Due to the perishable nature of our products, we do not accept returns.

  • Refunds or replacements will be issued at our discretion. We are not responsible for dissatisfaction due to personal taste preferences.

  • The customer is responsible for checking that the order received is correct before leaving the Café or before our driver leaves. 

  • For Self-Collection: Once the product(s) has been collected, it is deemed as acceptance and we will not bear any responsibility to any damage to the product(s); and any dispute with regards to the order thereafter. Subsequent disputes regarding damage to the product(s) cake incorrect order will not be entertained if concerns were not raised to our staff at the time of collection.

  • For Delivery: All orders and item(s) are carefully checked and sent out in good condition. In the unlikely event that the item(s) is damaged or incorrect, please contact us with clear photos within 1 hour of receipt. ​​

  • For self-arranged 3rd party courier: Ensure you select a CAR for safe delivery of your order. All orders and item(s) are carefully checked and sent out in good condition. We will not bear any responsibility to any damage to the product(s) once they have left our premises. It is advisable that the driver takes a picture of all the items of your order before and after delivering them to you.

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6. Muslim-friendly, Allergy & Ingredient Disclosure

  • All our products are plantbased and vegan.

  • We do not use dairy, eggs, alcohol, or alliums in our food.

  • However, products may contain or come into contact with allergens such as nuts, soy, gluten, or sesame.

  • Customers with severe allergies should exercise caution and contact us prior to ordering.

 

7. Custom/Bulk/Catering & Event Orders

  • Bookings are only confirmed once invoice is sent and a non-refundable 50% deposit is made; at least 3 weeks in advance. Final balance is due at least 3 days before the event.

  • A surcharge applies for last minute bookings.

  • All urgent bookings will be subjected to availability and a late booking surcharge as follows: 

    • <21 Days to the event date: +5% of total charges

    • <14 Days to the event date: +10% of total charges

    • <10 Days to the event date: +25% of total charges

  • Public Holiday Surcharge:

    • +15% surcharge for these days: Christmas Eve, Christmas Day, New Year's Eve, New Year's Day

  • Location Surcharge:

    • +$20 for deliveries to Sentosa & Jurong Island

    • +$50 for event venues without any lift access

  • We reserve the right to cancel or reject any orders at any time.

  • Changes to event details: We will try our best to accommodate in the event that there is a change to your event date, time and/or location; subjected to the team's availability. All changes must be informed via formal writing (email hello@lilacoak.com / WhatsApp +65 9748 0018) as soon as possible. Changes to the date made less than 7 days prior to the original event date will be subjected to a +25% surcharge of the total charges.

  • Lilac Oak is not liable for unforeseen delays caused by events outside our control (e.g. weather, illness).

 

8. Promotions, Discounts & Loyalty

  • Promotions are valid for a limited time and may not be combined unless otherwise stated.

  • Loyalty stamp cards are valid in-store only. 1 stamp is issued per drink purchased. Completed cards can be redeemed in-store for rewards as stated.

 

9. Intellectual Property

All images, logos, text, recipes, and other content on this site are the property of Lilac Oak unless otherwise credited. They may not be reproduced or reused without our prior written consent.

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10. User Conduct

By using our website, you agree not to misuse it in any way, including but not limited to unauthorized access, disruption, or collection of user data.

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11. Privacy Policy

Please refer to our [Privacy Policy] for details on how we collect, use, and protect your personal data.

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12. Governing Law

These Terms & Conditions are governed by the laws of the Republic of Singapore.

Thank you for supporting Lilac Oak! For questions or concerns, please email us at hello@lilacoak.com

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