FAQs - PAUL Bakery, Patisserie, Café and Restaurant

Frequently Asked Questions

Below you will find a list of of our frequently asked questions. If you can't find an answer to your question, please contact us here and a member of our team will get in touch with you shortly.

Ordering, Delivery, Collection & Payment

Can I customise my order?

Currently, customisation is not available. Please select from the available options listed. You may put your special request under remarks column, we cannot 100% promise to fulfilled but we will do best to offer you.

Where do you deliver?

We deliver to selected areas within Klang Valley. Delivery fees will be calculated at checkout.

Can I select a delivery time?

You may choose from available delivery slots when placing your order. We do our best to deliver within the chosen slot.

Can I collect my order instead?

Yes, self-collection is available at selected PAUL outlets. You can select “Pick-up” at checkout and choose your preferred location.

What payment methods are accepted?

We accept credit cards, debit cards, FPX (online banking), and selected e-wallets. All transactions are processed securely through Alliance Bank

Will I receive an order confirmation?

Yes, you will receive a confirmation email once your order is placed and payment is successful.

Cancellations and Refund

Can I cancel or change my order?

Once an order is confirmed, it cannot be cancelled or amended. Please review your order carefully before confirming.

What if there is an issue with my order?

Please contact us within 2 hours of receiving your order, along with your order number and photos if applicable. We will review your case within 3 working days.

Do you offer refunds?

Refunds are only provided for incorrect, damaged, or defective items, in line with our Return & Refund Policy.

Are every items can be returned and refunded?

We do not offer refunds for the following:

Change of mind

Incorrect delivery address provided

Late collection or non-collection of orders

Dietary preferences or allergic reactions

Products & Allergens

Are your products Halal?

Our ingredients are sourced from Halal-certified suppliers, but PAUL Malaysia is not officially Halal-certified.

Do your products contain allergens?

Our products may contain allergens such as gluten, dairy, eggs, and nuts. Full ingredient lists are available upon request.

How should I store my cakes or pastries?

We recommend consuming on the same day for best quality. If needed, cakes and pastries should be refrigerated immediately upon receive.

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Combo Meal

Viennoiserie

Artisan PAUL Bread

Sandwich

Puff, pie and quiche

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