Frequently Asked Questions

FAQs – Topserve Limited

Who is Topserve Limited?

Topserve is a limited company that provides baking equipment and cake decorating accessories that can be used at home or at your local bakery. Also, we provide non-edible decorating cake toppers, edible printing accessories and edible prints that you or your local bakery can easily apply to your cake, cookies, or cupcakes!

How Can I Contact You?

We are always happy to hear from you. If your question has not been covered in our FAQ page, please contact us via our Store helpline numbers and we will respond immediately.

Do you offer Wholesale?

Yes we do offer wholesale pricing on a variety of items. To get an elaborate quotation please reach our Customer Support via 0110009161.

Do you deliver?

Yes. We do facilitate same-day delivery services. The length of time it takes to deliver depends on your choice of parcel delivery service.

Topserve also has its own delivery service within Nairobi and its environs. Your order should be with you within 2 hours of dispatch. Dispatch involves activity after payment, pick-up and delivery. Cash on Delivery is also available on Non-Food and Food items delivered by Topserve. Upon delivery, our carrier will collect the due amount for the order total, including handling fees.

How does the website Work?

Customers can shop on our website for baking equipment and cake decorating accessories and everything else you’ll find in a typical Topserve store. When customers add items to their order basket, they have the choice of selecting their preferred delivery or pick-up method from multiple options. The website is user-friendly and the service is interactive; we keep customers updated at every stage of the processing of their order.

How do I get a receipt?
You will receive by email the order confirmation that summarizes your order and the payment details. When your shopping is delivered, you will be given a detailed receipt delivery note of your received order by the carrier.

 

What If An Item Is Unavailable?

We go to great lengths to ensure we always find all items in your order. This often necessitates us checking as many retail outlets before concluding your order. If after checking our stores, the item is still unavailable; our well-trained personnel will contact you to offer suitable replacements. You are not obliged to accept the replacements and we will only account for them after receiving a go-ahead from you

What Do You Consider 'A Suitable Replacement'?

Replacements will typically be a different flavour to what you selected (e.g. vanilla flavour instead of pineapple) OR a different brand of a similar quality item OR items with similar function to what you ordered (e.g. powder whipping cream in place of liquid whipping cream).

 

What if I intend to return an item I purchased?

Topserve ltd accepts return as per the following policy

1. You can return any defective/damaged products delivered in such condition and we will exchange or process a refund in five working days, however the refund will not be given in cash but can be used to buy/purchase the same good or something else of equivalent value.

2. The following items are NOT returnable:

   • Edible food products (including all petal & luster dusts, sprinkles, fillings, flavorings, cake mixes, colorings, etc.), pre-made gumpaste flowers and decorations, gold and silver leaf and sprinkles, royal/hard icing decorations,

   • Acrylic cupcake and cake stands, bulk orders, air brushes, cake dummies, chocolate transfer sheets,

   • All edible images, transfer sheets, discounted items, seasonal items and special orders

   • All discontinued and clearance merchandise.

3. While seeking to return an item, the customer need to raise an alert with us within 3 days from the date of delivery for being eligible for the return, refund or exchange

4. The product requiring exchange, refund or return should be received by us within 5 working days of the date of delivery in order to be eligible for the same.

5. We retain the rights to examine whether the product returned is defective/damaged and based on the verification Topserve Ltd will either re-deliver/replace or refund the product/money to the customer.

6. In case product is defective or damaged, Topserve Ltd will replace and resend the product to the customer address subject to the availability of the stock of the product.

7. In case the returned product is not defective/damaged then the customer will be informed about the same and the same product will be resent to the address of the order.

8. The customer is responsible for sending charges for replaced/re-sent product.

9. If the product stock is unavailable then a request for the refund will be initiated and the same shall be informed to the customer