Customer Information

Our customers are very important to us. Your feedback and suggestions have made the Store what it is today, and continues to shape what we will become in the future. For all feedback, suggestions and complaints, please email to Cheryl directly at cheryl@b-i-y.com.

All of us at The Bake It Yourself Store try our hardest every day to give you the best of our service, working within the framework of our Store policies, which are key to the continued survival and growth of our Store. However, it is impossible to please everyone all the time. We ask that any dispute be settled politely and reasonably. Our staff are enthusiasts. They work at the Store because of their love of baking and cake decorating, and do not deserve to be intimidated or treated rudely. To the majority of our customers who are understanding, kind and supportive, we'd like to say a big THANK YOU and that it is sheer pleasure serving you!

The Bake It Yourself Store Customer Policies

Currency used: All prices on our website and in our store are in Singapore currency.

Taxes: All prices stated on our website and in our Store are net. We do not charge our customers Singapore's Goods and Services Tax of 7%, so you may rest assured that no additional charges will be added to your bill when you purchase from us.

B-I-Y Mailing List: All our customers join our Mailing List voluntarily. We do not believe in an opt-out policy. If you wish to join our mailing list, just email us at info@b-i-y.com. We will never sell the information you have given us to a third party, nor will we use it for other purposes. We send monthly emailers to our Mailing List customers at the start of every month, with announcements such as new products, new classes and class schedules, and any major announcements. Most importantly, customers on our Mailing List are privy to special promotions offered just for them, as well as a monthly tip that we include in our emailers that are not published elsewhere. Tips include various ways of using our products, baking and decorating tips, storage tips etc.

B-I-Y Corporate Mailing List: If you run a bakery (whether shop based or home based), restaurant, cafe, retail store etc and wish to join the BIY Corporate Customers Mailing List, please email us at sales@b-i-y.com.

Product / Pricing Updates: There may occasionally be errors or omissions on our website relating to pricing or product codes and descriptions. We reserve the right to update or correct any inaccurate or outdated information on our website at any time without prior notice.

Product Availability: We have a very wide range of products, and it is impossible for all the products featured on our website to be available all the time. We strongly advise you to call the Store at 6-100-BAKE (2253) if you have any stock availability queries. Should you be unable to call us, please email us at sales@b-i-y.com.

Product Sourcing: If there are any products that you are keen to purchase but are unable to, do email us at sales@b-i-y.com. We will try our best to source for you. If it is a product that we think will be of interest to many of our customers, we may decide to retail it as a regular product!

Exchanges and Returns: We accept returns or exchanges within three Store days of purchase (Store days are defined as Mondays to Saturdays, excluding Sundays and public holidays), if the product is unopened and in retail condition, and our receipt is presented. The following products are not eligible for returns. No exceptions.

a) Pre-Ordered and Specially Sourced Items

b) Custom ordered Items like Edible Icing Images

c) Unsealed Food Products

d) Sugar Dolls

e) Discounted Items or Products Purchased During Promotion

f) Dummy Cakes

g) All Kenwood Products

h) Unpackaged Products like Piping Tips, Crimpers, Cookie Cutters

i) Any other product which compromises hygiene and food safety if returned

Reservation of Products: We regret that we are unable to reserve products for more than 1 store day. You may call the Store to request us to reserve any available products but we will reshelf the products at the close of the day if they are not purchased. If you are unable to come to the Store within a day, and wish to pick up the product/s later, full payment must be made. Please email sales@b-i-y.com with your request, your telephone number, the product/s you wish to purchase, and your mode of payment. We will tentatively hold the product/s for you for maximum one week. If we do not receive your payment by then, we will re-shelf the item/s. If we receive your payment, we will email our acknowledgement of your payment, and your receipt, and will reserve your product/s up to one month from the date of payment received. Please bring your receipt and email acknowledgement printout to the Store when you wish to collect your purchase. If you do not collect your purchase by the dateline given, we will re-shelf the product/s and refund your payment, minus 20% restocking fee.

Copyright Infringement: No one may legally SELL any copyrighted items or edible images of licensed characters made in any pan, edible icing sheet or whatever, without explicit written permission from the owner of those copyrights. The Bake It Yourself Store, and B-I-Y Pte Ltd is not in any way responsible or liable for someone we sell any item to and what they do with it once they have it in their possession.

Purchase / Repurchase Policy: Products eligible for Repurchase must meet our criteria before Repurchase can take place. Click here for details on repurchase procedures and terms and conditions.

Purchase of Ready Baked Products: The Bake It Yourself Store does not sell finished baked products like cakes and cupcakes. Any arrangements customers make with any of our staff regarding purchase of ready baked products is a private arrangement between the customer and the B-I-Y sales representative in question. The Bake It Yourself Store is not in any way responsible nor liable for such transactions.

Modes of Payment: We accept only cash and nets payments at the Store. For purchases via email, international sales, class fee payments etc, we also accept the following modes of payment:

1) Pay by Mail: Simply mail your cheque with your name, telephone number, email address and the purpose of the payment to The Bake It Yourself Store, 182 Bukit Timah Road, Ground Floor, Singapore 229853. Cheques should be made payable to B-I-Y Pte Ltd. Please allow at least 3 working days lead time to your cheque to reach us. We will contact you once we receive your cheque. If you do not hear from us by the 5th day, please call the Store at 6-100-BAKE (2253).

2) Pay by Internet Banking: You may transfer payment from your account directly to our UOB account #130-313-928-7, Bank Code: 7375, Branch Code: 030. It is of utmost importance that you identify yourself by putting in your name in the transaction. Unidentified payments will not be entertained and we cannot refund such payments as the bank is unable to identify the payee. After your have made your transfer, please email us at sales@b-i-y.com (for sales related payments) or class@b-i-y.com (for class fee payments) to inform us of your transfer, indicating your name, contact number, email address and the purpose of the payment. Please allow at least 3 working days for your payment to be transfered to us. We will contact you once we receive your cheque. If you do not hear from us by the 5th day, please email us. Please do not call the Store to enquire as store personnel will not be aware of your payments via internet banking.

3) Pay by Telegraphic Transfer: This is for international sales. Please note that a bank charge of SGD$10.00 will be automatically added to your invoice if you select this method of payment (this charge is imposed by our bank, not by us). Please also be aware that your bank will also charge you an outgoing TT charge.

Account Name: B-I-Y Pte Ltd

Account #: 130-313-928-7

SWIFT Code UOVBSGSG,

Bank Code 7375,

Branch Code 030

Name of Bank: United Overseas Bank Limited Singapore

Address of Bank: 80 Raffles Place, UOB Plaza One, Singapore 048624

International Sales & Delivery: We ship internationally, except for certain products that are fragile, air-pressurised or selected food products. For more information, click here.

Corporate Sales: We sell some of our products in bulk, industrial boxes for our corporate customers. For more information on these products, click here.

Class Enrolment Procedures: We run a wide range of B-I-Y, Wilton and joint B-I-Y-Wilton Courses and Workshops. For more information on how to enrolment and make payment for class fees, click here.