FAQs (Frequently Asked Questions)

COOKIES

How do I reheat the cookies?
We recommend that you place the cookies on a sheet pan in a 170C degree oven for 5 minutes or until warm. You can also use an oven toaster for 3 minutes or microwave for 10-15 seconds or until it's warm. This is a general guideline and the time may differ based on the appliance that you use.

How long do the cookies last?
You can keep the cookies in an air tight container up to 3 days at room temperature, but avoid placing at direct sunlight. In the refrigerator it can last up to 2 weeks. If you keep it frozen, it can last for a 1 month. This is a general guideline, and may differ based on the appliance and container that you will use.

Do you have an allergen warning?
Yes, the cookies contain wheat, milk, and eggs. Not all our products have nuts, but they are made on the same equipment that may contain traces of nuts and soy.

Are you a nut-free facility?
No, we are not a nut-free facility.


ORDERS

Is there a minimum purchase amount needed to order online?
The minimum purchase for online orders is P500. 

Do you accept orders on weekends and outside business hours?
Yes, orders are accepted 24/7, but it will be processed during regular business hours (Monday to Friday, 9:00 am – 5:00 pm). 

Can I cancel and/or amend my order or shipping details?
For security reasons, once your order has been confirmed, you will not be able to make any changes, additions, cancellations or amendments. However, Mood Bake reserves the right to cancel multiple or fraudulent orders.

Is there a chance my order won’t be fulfilled?
In case specific products are unavailable for any reason, our cookie officers will contact you to suggest a replacement or provide a refund. We also cannot fulfil to areas under total lockdown.

Why is there a limit to the quantity of orders for some products?
To serve the needs of everyone as equally as possible, we are currently limiting the quantities available per customer for certain items.


SHIPPING

Do you offer product pick-up as a shipping option?
No, we don't offer pick-up at the moment.

How much is the delivery fee?
The delivery  fee is P150 within Makati/BGC, P250 outside of Makati/BGC.

Which cities in the Philippines do you ship to?
Our delivery services are currently available within Metro Manila.
 
When can I expect to receive my order?
Delivery lead time is within three (3) to five (5) days within Metro Manila from the date of payment confirmation. We strive to deliver it sooner. Please take note that during this quarantine it may affect our delivery lead time. In such cases, we will communicate any delays to keep you updated with your order. We strive to fulfil and deliver your order as quickly as possible.

 
Can I choose my preferred delivery date?
No. Since delivery schedules are highly dependent on the availability of our partner logistics providers, we cannot commit to a specific delivery date.
 
What courier do you use?
Currently, we will be shipping through Grab, and Lalamove. We may also deploy our in-house delivery vehicles as necessary. 

What happens if I’m not available to receive my package upon delivery?
As our current delivery partners are on-demand, which means parcels are picked up and delivered straight to you, please ensure that someone is available to receive your orders. In the event that no one will be around to sign off on your delivery, please contact our team immediately: email help@moodbake.com or call/text 0915 4478101. If the item cannot be received we cannot send another batch since this is already considered as delivered and it's a perishable item.

How can I track my order?
Our courier will update you via email or call/text once your order is on the way and when they are near your area. Please be ready to receive your order.


PAYMENT

What payment methods do you accept? 
We accept locally and internationally issued Mastercard, VISA , JCB credit and debit cards. PayMaya, and WeChat Pay.
 
How will I know if my order pushed through?
You will receive a confirmation email of your order. 

 

Do you save my debit or credit card information?
Rest assured that all debit and credit card information will not be saved in our system. It processed by our payment gateway provider (Paymaya) and we only get a confirmation once the payment has been made. You may view our Privacy Policy at the Quick links section of our site.

 
RETURNS

How do I return items?
If you receive damaged, incorrect, or incomplete items based on your confirmed order,  please contact us within 24 hours at help@moodbake.com and we will deliver the correct items to you on the next available delivery date. There is no need to send back the original items because it's perishable.


CONTACT US

We are here to put you in a good mood! Please e-mail us at help@moodbake.com and we will gladly get back to you during business hours (Monday-Friday from 9:00 a.m. - 5:00 p.m). 

Our business address is at UB 111 Paseo de Roxas Bldg., Paseo de Roxas, San Lorenzo Village, Makati City, PHILIPPINES.

We have 4 branches at the following locations: Ground floor, Greenbelt 5, Ayala Center, Greenbelt Complex, Makati City. Ground Floor, Glorietta 4 Ayala Center, San Lorenzo Village, Makati City. Level 3, Trinoma Mall, EDSA corner North Avenue Quezon City. Level 2 SM North EDSA Annex, EDSA, Quezon City, Philippines.