Delivery Policy
At Puffy Clouds Cakes, we are committed to delivering a smooth and reliable experience every time. Please review our delivery terms to ensure clarity and a seamless experience.
Delivery Timelines
Same-Day Delivery: Available for standard products ordered before the cut-off time. Orders placed after the cut-off will be delivered the next day.
Next-Day Delivery: Available for most products when ordered before the specified cut-off time.
Custom & Special Orders: Personalized cakes and specialty orders require advance notice. Delivery timelines will be confirmed at the time of order based on complexity and preparation requirements.
Festivals & Peak Seasons: During high-demand periods, including festivals and special occasions, delivery timelines may vary. We recommend placing orders well in advance to ensure timely delivery.
Delivery Areas & Charges
Delivery Areas: We currently deliver within Kochi city limits. Delivery charges may vary depending on location and distance from our store. Free delivery may be available for orders above a certain value within select areas.
Delivery Charges: Charges are calculated based on your delivery location and order value. The exact delivery fee will be displayed at checkout before you confirm your order. Free delivery may apply for orders above a specified threshold within eligible areas.
Order Processing
- Once your order is confirmed and payment is received, we begin crafting your cake.
- You will receive an order confirmation via email or SMS with your order details and estimated delivery time.
- For custom orders, our team may reach out to confirm specific requirements and preferences.
- You will be notified when your order is ready for dispatch.
Delivery Instructions
Please provide an accurate delivery address, contact number, and any specific instructions when placing your order. Our delivery team will make every effort to follow your instructions.
If you need to change the delivery address or time after placing the order, please contact us immediately. Changes are subject to availability and may incur additional charges. Please note that requests for address changes or rescheduling within 48 hours of delivery cannot be accommodated.
Delivery Attempts & Recipient Availability
Single Attempt Policy: To maintain the freshness and quality of our products, we make only one delivery attempt. We strongly recommend confirming the recipient’s availability before selecting your delivery date and time.
Unsuccessful Deliveries: If delivery cannot be completed due to recipient's unavailability, locked premises, or incorrect address information, the order will be deemed successfully fulfilled. In these instances, no second attempt will be made, and no refund will be issued.
Refusal of Delivery: If the recipient refuses to accept the order for any reason, the order will be considered delivered. No modifications to the order or delivery address will be permitted afterward.
Access to Restricted Premises
For deliveries to locations with restricted access—such as hospitals, government buildings, gated communities, resorts, or hotels—our delivery executive must be granted entry. If entry is denied and the recipient cannot be reached, the order will be considered successfully fulfilled.
Rescheduling & Modifications
Advance Notice: To request rescheduling, please contact us at least 48 hours prior to the scheduled delivery date.
Last-Minute Changes: Requests for address changes or rescheduling within 48 hours of delivery cannot be accommodated.
Unforeseeable Circumstances (Force Majeure)
In the event of extreme weather, strikes, riots, or other unavoidable local restrictions, Puffy Clouds reserves the right to cancel or delay deliveries. In such cases, any refund will be provided solely as store credit, valid for 90 days and issued within 3 working days. No cash or bank refunds will be provided.
Quality Concerns & Feedback
All cakes and desserts are prepared and packed with utmost care to ensure they reach you in excellent condition.
If you receive an incorrect or damaged order, please contact our customer support team at +91 9538345671 within 6 hours of delivery, along with relevant photographs.
For quality-related concerns, we may request the remaining product sample for review. Assessment may take 2–3 working days.
If a claim is found valid, compensation will be issued only as store credit, valid for 90 days, and processed within 3 working days. No cash or bank refunds will be provided.
Note: This shipping policy is subject to change without prior notice. Please check this page periodically for updates. In case of any discrepancies, our team's decision will be final.