How can I communicate with Exception customer service?
- You can communicate with us and receive all your inquiries and opinions. For more information, please contact customer service 16687.
- You can also contact WhatsApp No. 01099335774 to send pictures to be made on special cakes or inquiries related to making special cakes in the form sent by the customer.
What are the working hours?
- Working hours for all branches are from 8 am to 1 am, and the delivery and call center departments are available from 9 am to 1 am.
How long does it take for my order to arrive?
- The duration of your order’s arrival varies according to the region that the customer chooses when ordering (60 minutes at the latest). Also, the duration of your order’s arrival varies according to the location and type of order required (fresh mushaltat, two hours from the pizza branches).
When will my request be answered?
- We respond to requests throughout the week from 9 AM to 1 AM (last order at 12 midnight).
Do we provide delivery service and payment upon receipt?
- Delivery service is available at the announced hours (from 9 AM to 12.30 AM) and payment is available upon receipt.
What are our available payment methods?
- Various payment methods, including payment upon receipt, as well as by various credit cards and Premium Cards.
- It is possible to communicate and contact us during working hours on the hotline 16687.
How much does shipping and delivery cost?
- Shipping and delivery cost prices differ from one region to another, according to the customer’s choice of the region and the branch to be delivered from upon request, and prices also vary according to the region in which the customer lives.
- The delivery price is determined after the order is completed on the website and before it is confirmed.
Is it necessary to pay a value under the account in the event of exceeding a certain amount and why?
- 40% of the value of the order is paid for the seriousness of the reservation through the site in the event that the value of the order exceeds 1000 pounds, and payment is available by Visa or Master Card, not by Premium Card. In the event of purchasing any tortillas or special products, the same 40% value is paid through the site due to the seriousness of the reservation, due to the destruction of the special product in the event that it is not delivered to the customer and is not used in any way.
Can I send a picture to be printed on a cake of my choice?
- Of course, the shape and type of the cake is chosen and the picture is sent to the customer service WhatsApp number 01099335774 to follow up and send the final price and cost based on the customer’s choice.
When will I receive my special cake request?
- Special orders are sent within 48 working hours after completing the payment process, whether the full amount or 40% of the amount due to the seriousness of the reservation.
What is the percentage of the special cake or the almond paste cake in the pictures matching the reality?
- We are working hard to ensure that the pictures on the site match the natural cake by more than 90% due to the nature of the available colors, additions, and shapes.
Do we provide information about your order or about your order?
- Yes, upon request, the customer service team will contact you immediately during official working hours, or you will receive an e-mail or WhatsApp message on your phone. For more information, please contact customer service at 16687.
What are the countries and cities that we ship and deliver to?
- We deliver to Cairo, Giza, and Fayoum at the present time, depending on the choice of the branch and the region.
- We ship and deliver to any country by correspondence on the following email:export@exceptionpastry.com
Can I change or exchange the product?
- In the event of an exchange, the customer has the right to exchange or change another product on the same day of purchase and before the close of the day, with the submission of the original sales invoice, that the product is in its original condition before purchase, and that the method of exchange is the same as the method of receipt, whether delivery or takeaway.
- The company is not responsible for improper storage on the part of the client
Can I return the product?
- Yes, you can return closed products, with the same stated conditions
- In the event that you write wrong delivery or communication data, we disclaim our responsibility for any events that may result from that, such as: damage to the product – the inability to recover it and other things that may occur
- The products that are returned must be unused with the original order, and we cannot return the used order, if it is damaged or changed in any way.
- If the payment was made by credit card, the amount will be refunded to his account.
- If paid in cash, the value will be refunded in cash.
What do I do if I receive a product error or my product is defective?
- If this happened, we are really sorry. Please write to us and tell us your order number through the hotline 16687, and send the documentation for damage via WhatsApp 01099335774, and we will take care of sending it to you again.
- To be eligible for your product:
- Your product must be in the same condition that you received it.
- Send a picture of the defective product to the customer service WhatsApp number 01099335774.
Is there an additional cost if I want to exchange my order?
- If you want us to receive a product that you want to replace within 24 hours from the date of receiving the request, we will take it after confirming the reason for the replacement, and if it is proven that the product has a defect, we will ensure that the replacement product is sent without you paying any additional costs. In the event that you want to exchange for another reason, you will have to pay the delivery cost.
Refunds or returns (if any)
- If your request is approved and confirmed, the refund will be processed, and the credit will be automatically applied and returned to your credit card or original method of payment, within approximately 7-14 working days, due to internal procedures and related processes. We assure you that your money is safe!
Late or missing amounts (if any)
- If you haven’t received any payment yet, first check your bank account again.
- Then contact your credit card company, and it may take some time before the amount paid to you is officially posted to your bank account.
- If you’ve done all of this and you still haven’t received your refund yet, please contact our hotline 16687.
What is the return and exchange policy?
- According to the system followed by the company, the specified deadline, and the conditions of preservation and storage, this item is subject to continuous updating.
