FAQ
Affiliation
Are you affiliated to any Japanese restaurants or cafes?
No, we are not. Shibumi is a Singapore home-based dessert business using Japanese concept (Shibui), ideology (Wabi) and approach (Ikigai).
Orders & Refunds
Is there a minimum order for online purchase?
There is no minimum order to make an online purchase. For large orders (20 pints or more), we welcome you to contact us at konnichiwa@shibumi-desserts.com at least 5 working days in advance.
How long in advance can I make an order?
Our orders are targeted to be delivered on the following day upon order. You can make an advance order by writing to us at konnichiwa@shibumi-desserts.com at least 10 working days in advance.
Am I able to make an advance order beyond that?
Depends on your needed volume, we may have to make arrangement to source for the necessary ingredients. Our products require 2-3 days to make (processing and chilling). Reach out to us at konnichiwa@shibumi-desserts.com to see how we can arrange to fulfil your needs.
What should I do if I did not receive an email confirmation after I have placed an order?
You should receive an email confirmation from Shibumi immediately after successfully placing your order. If you did not receive our email, please kindly check your promotions or spam folder, otherwise, please contact us at konnichiwa@shibumi-desserts.com and we will be happy to assist you.
Can I cancel or amend an order?
Cancellations cannot be made once the order is submitted. If you require urgent amendments, please contact us at konnichiwa@shibumi-desserts.com and we will do our best for orders that have not yet been processed. Apologies and thanks for your understanding on this.
Will my sorbets, sherbets and gelatos order arrive frozen?
Our sorbets, sherbets and gelatos are delivered in a thermal bag, dry ice or ice-bags may be used to keep the Shibumi sorbets, sherbets and gelatos at a desired temperature during the delivery, and we engaged a pick-and-deliver express courier for our deliveries. Upon receiving the order, please kindly store them in the freezer for at least 1 hour before serving. But take note, as we do not use ingredient like Polysorbate 80 which most commercial gelatos used to prevent melting (https://en.wikipedia.org/wiki/Polysorbate_80, https://blog.modernistpantry.com/advice/how-to-keep-my-ice-cream-from-melting/), you will experience more melting as you consume them - your gelatos are supposed to melt in room temperature if it is made of nature ingredients.
What should I do if I received the wrong order or items?
If you received the wrong order/items, we will arrange a redelivery as soon as we can. Please kindly WhatsApp (no phone call) us at 9012 4521 or email us at konnichiwa@shibumi-desserts.com on the day of delivery with an accompanying photo of the wrong order/item received.
What do I do if my sorbets, sherbets and gelatos is damaged at the point of delivery?
If the gelato is damaged at the point of delivery, please inform us via WhatsApp (no phone call) at 9012 4521 or email us at konnichiwa@shibumi-desserts.com with an accompanying video, or photo. Upon verification, we will arrange a replacement, or a refund.
How long does a refund take to process?
A refund will take up to 10 working days to be credited back to the customer.
Can I place an order for delivery to multiple locations?
Unfortunately, our online platform was not able to create such function. In addition, we want our desserts to arrive at the destined location in the fastest time, and multiple locations drop-off may not assure the desserts remain frozen. However, if the locations are near to each other (<2km apart), we may be able to arrange 2-3 drop-offs, please email us at konnichiwa@shibumi-desserts.com and we will see if we can arrange that.
Do you do gifting?
Our desserts sets are specially curated based on our best sellers and are perfect for gifting. Alternatively, you may select your desired flavours in the a la carte section and choose to check out as a gift with a gift message. If you have a special request, please contact us at konnichiwa@shibumi-desserts.com and we will be happy to assist you.
Delivery & Collection
What are the delivery options?
All orders will be next day delivery upon order confirmation. If you have a specific time and date apart from the above criteria, do let us know. We can always arrange a later delivery for you. The following are the delivery charges.
Delivery fee $4 - for orders $70 and above
Delivery fee $8 - for orders $55 to $69.99
Delivery fee $12 - for orders $40 to $54.99
Delivery fee $15 - for orders below $39.99
Re-delivery fee - $15 for re-delivery of an unsuccessful delivery
As we do not have a physical store at the moment, we are not able to provide collection service.
A surcharge of $15 applies to deliveries in Secured Zone areas as follow. These surcharges are payable regardless of any ongoing delivery promotions (e.g. complimentary delivery).
Secured Zones
Airport Cargo Road
Airport Zone
ALPS Ave
Camps
Immigration Checkpoints
Construction Sites
Jurong Island
Jurong Port
Ministry of Home Affairs (MHA)
PSA Port
SATS, Aerospaces
Shipyard
Supply Bases
Can I receive my order on the same day of order?
We will aim to deliver to you as soon as we can on the same day if you place an order before 10am. We will generally fulfil the order by next working day unless there are some unforeseen circumstances not within our control. We seek your kind understanding for that.
Delivery:
Order by 10am | Same day delivery
Order after 10am | Earliest delivery following day 10am-6pm
Can I request for delivery during a specific time frame as I may not be at home for the entire delivery time window?
Much that we like to deliver within a specific time or after office hours, most courier services charged a high premium on that and we do not wish to impose on our customers. Our usual practice is to drop you a WhatsApp once we have a confirmed delivery schedule. We encourage that someone will be present at the location to receive the desserts. If that is not possible, you may enter your request under Special Instructions on the checkout page, or contact us at konnichiwa@shibumi-desserts.com and we will try our best to fulfil your request. Do note that additional delivery fees may apply.
Can I change my delivery address, date and time after check-out?
Kindly note that delivery address, date and time selected upon checkout are final. Please check that the recipient will be available before placing your order to ensure that the desserts can be received successfully. You may contact us at konnichiwa@shibumi-desserts.com if you need assistance with your order and we will do our best for orders that have not yet been processed.
What should I do if no one is present at the location during the delivery time window and my order is due to arrive?
Yes, sometimes things cropped up and we have to make time for some urgent matters. If that occurred to you, please kindly WhatsApp (no phone call) us at 9012 4521 or email us at konnichiwa@shibumi-desserts.com so that we can make alternative arrangements with the fulfilment party. Do note that a redelivery fee may apply.
What if no one is present to receive the desserts when it arrives?
Kindly check the shipping details are correct and have someone present at the delivery location to receive the desserts. If no one is present at the time of delivery, our driver will give you a call to arrange leaving the package with your neighbour, or at the door. If the customer remains uncontactable, an admin & logistic fee of $18 will apply for a re-delivery. The same products packed for the customer will be re-delivered at an agreed date and time window, subject to availability, and we cannot guarantee the condition of the products.
Flavours
Are Shibumi sorbets, sherbets and gelatos suitable for vegans?
Yes, we do not use eggs nor gelatin for our sorbets, sherbets and gelatos.
Refer to this page for common allergens in our products.
Are Shibumi sorbets, sherbets and gelatos sugar-free?
Errrr… it is a dessert you know… we use fruits, plants and herbs and at this point, we haven’t got the funding, nor capability to remove the sugar from it.
What are the common allergens in Shibumi products?
Please refer to this page.
Storage & Consumption
What is the shelf life of Shibumi sorbets, sherbets and gelatoss?
As our Shibumi sorbets, sherbets and gelatos are made freshly on a regular basis based on demand, for best quality we recommend consuming the Shibumi sorbets, sherbets and gelatos within 2 weeks of opening or within a month if unopened. Icing may cultivate more after 2 weeks.
Can I enjoy Shibumi sorbets, sherbets and gelatos upon receiving it?
Please store the desserts in the freezer immediately after you receive it for at least 1 hour, prior to serving. If the desserts were left a room temperature for a while, please keep it in the freezer for at least an 1 hour before enjoying it. The ideal freezer temperature should be 20 Degree Celsius or colder. As we do not use any emulsifiers or stabilisers to maintain healthy quality of the desserts, the desserts may become softer if store at 18 Degree Celsius or warmer.
Online Gift Card
Where can I redeem my Online Gift Card?
The Online Gift Card can only be redeemed online at www.shibumi-desserts.com.
What is the validity period of the Online Gift Card?
The Online Gift Card has a validity of 6 months from the date of purchase and it will be reflected in the email you received with the gift card.
How do I check the balance and expiry date of my Online Gift Card?
You may check the balance and expiry date of your Online Gift Card through the email you received with the gift card. Click on ‘View online gift card code’ in the email to check the balance and expiry date of your online gift card.
I received a Shibumi Online Gift Card from my friend. Where can I find the gift card code?
Click on ‘View online gift card code’ in the email to view your online gift card code, balance and expiry date. You may search for ‘Shibumi Online Gift Card’ in your email inbox to retrieve the email if you have difficulties locating it.
How do I use the Shibumi Online Gift Card?
In the email with the gift card, click on 'View gift card' to view the gift card code. Copy and paste the code in the discount code field on the checkout page to enjoy the gift.
I can’t find the email with the online gift card.
You may try searching your inbox or spam/promotions folder for “Shibumi Gift Card”. Alternatively, you may contact us at konnichiwa@shibumi-desserts.com and we will be happy to assist you.
Can an online gift card be used more than once?
Yes, provided there is still a balance remaining on the card.
Can more than one online gift card be used towards a purchase?
Yes. A customer can redeem another digital gift card during checkout. On the checkout page, simply enter the first digital gift card code in the discount code field and click ‘apply’, then enter the next digital gift card code in the same field and click ‘apply’.
Can an online gift card be used to buy a gift card?
No, you cannot use the online gift card to buy another online gift card.
Can the online gift card be used to pay for delivery?
Yes, online gift cards are applied to the final order total which includes delivery fee (if applicable).
Can my online gift card be used in conjunction with a discount code?
Yes, online gift cards are a form of payment and can be used in conjunction with a discount code.
Others
Is Shibumi desserts halal-certified?
We are currently not halal-certified although our ingredients are free of alcohol, eggs, gelatin and vanilla.
Your desserts’ colours do vary slightly, why is that so?
We do not use any food colouring and the colours from the desserts are mainly from the fruits and ingredients itself. Depending on different seasons and supply sources, the colours do vary slightly but very mildly at times. Adding to that, our products are individually prepared per pint. But rest assured that we use only the freshest and highest quality sources for our ingredients to ensure consistency.
What is the serving size of a pint?
A pint can serve 4 to 6 scoops of ice-creams.