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 do deliveries?

Yes, we do facilitate deliveries via any mode preferred and chosen by the customer. We offer same-day delivery services for all orders.

Delivery within Nairobi, Nakuru, Eldoret, Kisumu, Kisii, Bungoma, Meru and its environs is done within 2 hours upon confirmation and payment of order

For delivery cost to specific locations kindly contact our agents via WhatsApp

For delivery to areas outside Nairobi, the delivery time and cost will depend on your choice of parcel delivery service, the value and size of your parcel.

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

How do I place an order?

To make a purchase order, you could either shop via the website, visit us physically or through whatsapp contacts listed below;

Nairobi Shops; Accra Road Branch via WhatsApp on 0726924788, Kimathi Street Branch via WhatsApp on 0722329064

Kisumu Branch via WhatsApp on 0794 264 103

Nakuru Branch via WhatsApp on 0741 805 804

Eldoret Branch via WhatsApp on 0725 714 240

Meru Branch via WhatsApp on 0794 372 190

Kisii Branch via WhatsApp on 0795 624 063

Bungoma Branch via WhatsApp on 0768 286 860

Shop via webiste: https://www.topserveltd.co.ke/

What are your Payment Options?

Cash on Delivery: Available for non-food and food items delivered by Topserve Delivery staff only to a maximum of Ksh 5000. Our carrier will collect the payment upon delivery.

Online Payments: Customers can shop on our website and pay using various online payment methods during the checkout process.

In Store Payments; Cash, Mpesa Paybill, Debit Cards, Cheque, Bank Deposit/SWIFT transfer.

 

What should i do when experiencing challenges with website shopping (Checking out or Account Creation)?

If you are experiencing challenges with shopping via website kindly contact our agents for assistance

 

How can I track my order after placing it on your Website?

To track your order, you could communicate with our agents via WhatsApp via the respective branch contact by sharing your order number.

 

Can I change or cancel my order after placing it?

Yes you can change and/or cancel and order after placing it and get a refund of your money.

 

What do I do if my item arrives damaged or broken?

Please contact us immediately and preferably with an order/receipt number and the image of the broken item to help us resolve this .