1. How do weather conditions affect my delivery order or order to be picked up?

On days where black rainstorm warning signal and/or typhoon signal no. 8 is hoisted during the scheduled delivery time, the delivery shall be automatically canceled and rescheduled to a date not later than 1 month after the original delivery date, to be mutually agreed between the parties and confirmed by email. In such cases, an email will be sent to request a rescheduled date within 48 hours after Typhoon signal no. 8 or black rainstorm is suspended.

We will notify you by email in such cases. Please check your email messages frequently to ensure clear communications about order(s).

Self pick-up and delivery service will be available Amber, Red Rainstorm and/or Typhoon no. 3 signal(s) is hoisted.

2. How will late pick-up at the studio be handled?

Please pick up your cake at our studio no later than 7pm on the scheduled day. In cases where you are unable to pick up your order at Otera’s workshop at the specified time on the specified date, you shall be treated as having forfeited your order without further notice. In that event, no compensation, refund or replacement in respect of the order shall be provided by Otera.

3. What is your cancellation or re-schedule policy?

All confirmed orders are non-refundable. 

4. Do you cater to orders with special dietary requirements and/or allergies?

Unfortunately, we cannot cater to orders with special dietary requirements or allergies at the moment. Please understand that customers are solely responsible for independently assessing whether Otera’s products are suitable for individual’s use and consumption. Otera’s product may contain allergens or food substances that may be unsafe to consume for any medical conditions (including but not limited to food allergies, pregnancy, diabetes, high blood pressure etc.) Otera will list out the main ingredients used under “Product description” in respective pages dedicated to the cakes. While the “Product description” includes key ingredients, it is not an exhaustive list. Please email if you are unsure about the ingredients.

5. Is it possible to deliver the orders to the concierge of the delivery address?

Unfortunately, we cannot leave any food items with the concierge since most of Otera’s items require refrigeration. Customers who chose to have their orders delivered to a specified location (as confirmed by Otera in the confirmation email) shall ensure that they have someone responsible and are ready to receive delivery of the order at the location on the selected delivery date and timeslot. 

If for whatever reason, the customer fails to receive at the specified location, you shall be treated as having forfeited your order without further notice. In that event, no compensation, refund or replacement in respect of the order shall be provided by Otera. Please refer to clause 3 in our Terms and Conditions for reiteration.