FAQ

Madam Sweetner — B2B Frequently Asked Questions (FAQ)Orders & Delivery

  • What are the delivery times and fixed delivery days? We deliver our premium cakes on three fixed mornings: Tuesday, Thursday, and Friday. To guarantee absolute freshness, we personally deliver between 07:00 AM and 10:00 AM, ensuring your display case is fully stocked well before opening hours.

  • What is the order deadline (Cut-off time)? Because we bake exclusively to order to guarantee a 100% fresh product, we maintain a strict order deadline of 2 days in advance before 4:00 PM via our portal:

Delivery on Tuesday: Order no later than Sunday before 4:00 PM.

Delivery on Thursday: Order no later than Tuesday before 4:00 PM.

Delivery on Friday: Order no later than Wednesday before 4:00 PM.

What is the Minimum Order Quantity (MOQ)?

The minimum order quantity per scheduled delivery run is always 4 cakes. You can mix and match these 4 cakes entirely to your liking from our fixed selection of 4 signature flavors. For contracted clients, a baseline volume of 2 delivery runs (8 cakes) per week applies.

Logistics, Returns & Emergencies

  • Can I cancel or return my order? No. Because our cakes are fresh, made-to-order perishable products, no right of withdrawal or return policy applies. However, you can temporarily pause your deliveries (e.g., due to holidays or renovations) with a minimum notice of 14 days prior to the intended period.

  • What should I do if I unexpectedly run out of stock during the weekend? Madam Sweetner maintains a strict weekend closure and does not deliver on Saturdays and Sundays. Should you find yourself short on stock, you can request a weekend emergency delivery, but we cannot gaurantee we will be able to fulfill your order.

  • What are the delivery fees? For deliveries of 4 to 7 cakes per run, we charge a flat delivery fee of €4.95. For orders of 8 cakes or more per run (or from 6 cakes onwards within the 12-month Premium contract), delivery is completely free of charge.

Quality & Payment

  • What is the shelf life of the cakes and how should I store them? Our cakes are artisanal fresh products made without artificial preservatives. Store the cakes under a glass dome at room temperature; never expose them to direct heat or moisture. Madam Sweetner is not responsible for any loss of quality due to improper storage at your establishment.

  • What should I do if there is an issue with the delivery? You are required to visually inspect the cakes immediately upon delivery. Complaints regarding quality or delivered quantities must be reported in writing or via email within 12 hours of delivery, including photographic evidence.

  • How does the payment process work? We operate on a strict advance payment policy. One-off test weeks and incidental orders are settled directly via the website at the time of ordering. Contracted clients receive a consolidated monthly invoice prior to the start of the new calendar month, which must be fully paid no later than the 1st of that month.

Customer Service

  • How can I contact customer service? Contracted clients can reach us quickly via WhatsApp for operational matters. For general inquiries, quotes, or administrative questions, please email us at sales@madamsweetner.nl or fill out the B2B contact form on www.madamsweetner.nl. We guarantee a response within 1 business day.