Delivery

When can I expect my delivery and how much will it cost?

Our usual delivery time is 1-2 days, depending on the time your order was received (same day delivery cutoff is 10AM). You can also book a delivery date for up to one week in advance. 

A standard delivery fee of $8 will be charged for orders below $60.

Delivery is FREE for any orders of $60 or above.

We are delivery daily between 4pm to 7pm on Monday-Saturday.

If your order is below $60 but you would like to avoid paying for delivery, you can also choose "Pick Up" as your preferred delivery method during checkout and self-collect your order from our location in Holland Village. The location details will be provided during checkout. Pick up hours are Monday to Saturday, from 9am to 6pm.

If you prefer to receive your order faster than our standard delivery terms, we also offer an express delivery option at checkout ($15). If you choose this option, we will arrange for a same-day, on-demand delivery so you can receive your order as soon as possible. Express Delivery is not applicable for orders on Sunday and public holidays.

How are ketoi’s ice creams and chilled desserts packaged for delivery?

We’ve put special care in packaging our ice cream and chilled desserts so that you’ll be able to receive them before they melt or thaw. We use specialized delivery bags and totes that allow us to deliver our chilled and frozen products to your doorstep in perfect shape.

As the ice cream pints are chilled to below -20°C just prior to delivery, your ketoi ice cream might be quite hard when you first receive it. If that is the case, we recommend thawing the ice cream for 10-15 minutes prior to consumption for best texture & consistency.

What is your return policy?

Even though package all our frozen and chilled desserts to arrive in perfect shape, life can sometimes be unpredictable and food products may in rare cases get damaged during transport. If this is the case, please contact us at hello@ketoi.co within 24 hours of delivery and we will assist you in replacing the affected products as quickly as possible. 

If nobody is home or we are not able to get in touch with you during delivery time, your order will be left at your door. Please note that for ice cream and chilled dessert, we are not able to leave them at your door and will need to schedule a redelivery that will be chargeable at $8.

You wish to change a delivery time/date, please get in touch with us as soon as possible at hello@ketoi.co. However, if your order has already been picked up from our shop, an additional delivery charge might apply.

If your package was lost, stolen or delivered to the wrong address, we will be happy to do whatever we can to help you track down your package. However, we reserve the right to limit refunds and replacements depending on the situation.