Frequently Asked Questions

Our Cheesecakes
  1. What is the serving size of each cheesecake?
    All our cheesecakes are approximately 7 inches / 17.8 cm in diameter and weigh approximately ~1 kg. Our cakes are all of a standard size and comes in a round shape only. As a guide, each cheesecake can serve up to 10 people. We currently only make cakes in this size however we will be expanding our range shortly.

    The size of the standard cake box is approximately 23.5cm by 22cm x 8.5cm.
  2. What allergies and dietary requirements do I need to consider?
    Our cheesecakes contain gluten, eggs and dairy products, so they are not suitable for those suffering from intolerance or allergies to these particular foods.
  3. Will candles and knife be provided?
    At Cat & The Fiddle, We practice Reduce, Reuse, Recycle in making a difference to avoid candles and knife wastage, however we have celebratory birthday tag, candles, birthday knife for you to purchase with a minimum charge at add-on section.
  4. Are your cheesecake suitable for vegetarian?
    Our cheesecake is not vegetarian friendly!
    Our cream cheese is made of cow milk and it is strictly not suitable for vegetarian.
  5. Are your cheesecakes fresh? Why are they frozen?
    We freshly bake our gourmet cheesecakes and blast freeze them to seal in the rich flavors and textures that we hope to share with you. An industrial blast freezer is NOT a home freezer. Our blast freezers are designed to preserve the fine cell structure and moisture content of our cakes, preserving their aroma and taste.

    When our blast frozen cheesecakes are brought back to the correct temperature (~4 degrees Celsius), it will have the same characteristics as it did when it was blast frozen. It is as if time itself was frozen!

    Whilst we sympathize with those who wish to devour our delicious gourmet cheesecakes immediately, the best things in life come to those who wait....... (for our cakes to thaw).

  6. How would I know if my order is confirmed?
    An order confirmation email will be sent to the email provided confirming the delivery method and the chosen timing. Please make sure to check your Spam or Junk Folder in your e‐mail if you have not received the order confirmation.
  7. Will my cheesecake look exactly like those on the website?
    The final design and general appearance of cheesecakes can vary slightly from the chosen design in terms of color due to the fact that we blast freeze our cheesecakes.
  8. Are Cat & the Fiddle Cheesecakes Certified Halal?
    Our cakes are proudly Halal certified to the highest standard from the Department of Islamic Development of Malaysia (JAKIM), produce by our partners Total Bun Supplies.

  9. How long can your cakes be kept for?
    With all baked goods using butter, heavy cream, whole milk, etc - our cheesecakes best keep refrigerated below -4°C and served at room temperature. We strongly recommend best consume it within 48 hours from delivery.

    Our cakes can be kept in the freezer up to 2 weeks with following instruction: Remember to wrap the box in 2 layers of cling wrap to form an air-tight seal, otherwise you can also place the cake in an air-tight container.

Add-Ons
  1. How do I customize my cheesecake?
    We’re sorry we don't do writing on our cheesecakes.
    We have Celebratory Message Tag, Candles, Birthday Knife for you to purchase at add-on section.
Ordering
  1. How do I order from Cat & the Fiddle?
    Cakes can only be order via online through our website. Our website had been designed to guide customers through the entire ordering process to ensure user friendly and pleasant experience with us.
Delivery
  1. Can I make collection on the day of purchase?
    Yes, you may order and collect on the same day if the order is made before 4pm on the day itself and collect at latest by 8pm (Monday - Saturday / 5pm (Sunday & Public Holiday)
  2. Do you deliver to all parts of Malaysia?
    Cat & the Fiddle currently only delivers to all areas in Klang Valley and Selangor, Our target is to cover the most of Malaysia from time to time.
  3. How long does it take before my order is delivered?
    Cat & the Fiddle enhances your experience with next day delivery. Please note that to be able to received your cheesecakes the next day, order must be placed by 4pm the day before. We do take advance order up to 1 month in advance of the scheduled date of delivery.
  4. How would I know if my order is confirmed at my specified date and time slot?
    An order confirmation email will be sent to your inbox with details of your preferred payment method via Online payment or COD and details of your selected delivery time slot as an confirming details of your order. Please make sure to check the Spam or Junk Folder in your e‐mail if you have not received our order confirmation.

    For COD, Our customer service will call to confirmed your order and time slot.
    For Online payment, Our customer service will call to confirmed your time slot before delivery.
  5. What are your delivery charges?
    Our Delivery Charges are subject to preferred timing of the delivery:

    Regular Delivery (per location) : RM15.00 (Anytime in between selected time zone)

    Make sure someone's there! It is very important that someone is at the address you have specified to sign for the delivery. We are unable to leave the cake at the address without obtaining a signature.

    We deliver 7 days per week Monday to Sunday. Our delivery time as below:

     10:00am – 13:00pm
     13:00pm – 16:00pm
     16:00pm – 19:00pm
  6. Can I specify a delivery address and timing but change it afterwards?
    As of now we only provide Next Day Delivery, we are generally unable to make any changes in the delivery address and timing once the order is confirmed. It is important that someone is at your delivery address to receive the cake. Where possible, we will try to accommodate any request to amend an order at least 24 hours ahead of the scheduled Collection / Delivery date by calling our Customer Service team at 6018-872 1818.

    If there is no one at the address at the time of delivery, our delivery man will call the number provided in the order and will wait for a maximum of 5 minutes as he has other delivery locations to go to. If no one is present to take receipt of the item at the time of delivery, we will email the recipient.
Payment
  1. Are your prices subject to GST?
    In the meantime, we do not charge Goods and Services Tax (GST).
  2. What are the methods of payment available?
    We do accept cash on delivery or online payment. For online payment, we are using Ipay88 at the Checkout process you may choose option either Credit/Debit Card or Online Transfer.
Amendments, Cancellation, Refund and Exchange Policies
  1. Can I cancel or amend my order? Will I be able to get a refund upon cancellation of my order?
    Orders can be cancelled or amended at least 24 hours ahead of the scheduled Collection / Delivery date by calling our Customer Service team at 6018-872 1818 however the value of the order can only be credited as store credit to the purchaser's Cat & the Fiddle Account and not as a direct refund. The store credit at Cat & the Fiddle Account can be used for next purchase.
  2. If I paid for delivery and did not receive my order, will I be refunded?
    Please call our Customer Service team at 6018-872 1818 to check on the status of your delivery. Our Customer Service Officer(s) will investigate accordingly and provide you with a refund should it be ascertained that the delivery to you was not made. Should it be ascertained that if no one was at the location to accept delivery for the allocated time slot, no refund will be provided.
  3. Can I still get a refund if I’ve signed off upon self‐collection or delivery?
    No refund or exchange will be given once the product has been delivered or collected.
  4. What if the cheesecakes that I have ordered turn up damaged?
    Please make sure to check the cheesecake(s) upon collection or delivery as once the cakes have been delivered/collected we won't be able to take responsibility for any damage to the cake.

    If the cheesecakes are indeed damaged at the point of delivery (the driver will usually be able to make an assessment), please let us know and we will make alternative arrangements for you.
Customer Services
  1. I tried calling/emailing you but couldn't get a response. What should I do?
    We apologize for the inconvenience caused, Please take note that our Customer Service are available at 9am – 9pm from Monday to Saturday / 9am - 6pm Sunday & Public Holiday for phone call and email enquirers.
Cheesecake, Birthday Cake, Frozen Cake Malaysia Delivery | Cat & the Fiddle
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