Frequently Asked Questions

Last updated: 1 September 2026

These answers summarize Rumrom Bakery’s current ordering, customization, payment, delivery, pickup and cake-care information. The Terms and Conditions and Privacy Policy provide the full details.

1. How do I place an order?

Select a product, choose the available options, enter any customization, and select delivery or pickup. Before paying, check the size, flavour, quantity, spelling, colours, uploaded image, date, address and telephone number carefully. Complete payment through KNET and keep the order number and payment record.

2. When is my order confirmed?

An order is normally confirmed immediately after KNET approves the payment and the website issues an order confirmation. If KNET appears to have charged you but you do not receive a confirmation, contact Rumrom before trying to pay again.

3. Can I order for the same day?

Same-day ordering may be available for eligible products and times, subject to ingredients, decorations, production capacity and delivery coverage. Large, complex or highly customized orders may require more time.

4. Is the four-hour preparation or delivery time guaranteed?

No. Approximately four hours is Rumrom’s normal estimate for eligible orders, not a guaranteed deadline. The time shown at checkout or specifically confirmed for your order applies. Production needs, traffic, weather, demand, road access and incorrect customer information may affect timing. Rumrom will notify you of a material delay where reasonably possible.

5. Which payment methods are accepted?

Rumrom currently accepts website payment through KNET only. Never send a KNET PIN, one-time password or other secret payment credential through WhatsApp, email or telephone.

6. How much is delivery?

The current standard delivery charge is KWD 2.000, unless a different amount is clearly shown before payment. Delivery is available only to the locations offered by the website at checkout.

7. Where can I pick up my order?

Pickup is from:

Shop 2, Street 25, Block 1, Plot 172
West Abu Fatira Al-Herafia (Qurain Markets)
Mubarak Al-Kabeer, Kuwait
Automatic address number: 21684499

Normal working hours are 10:00 AM to 8:00 PM Kuwait time. Do not travel until the pickup time or readiness of your order has been confirmed. You may be asked for the order telephone number, order number and pickup person’s name. A completed pickup order is normally held under safe storage conditions for one business day.

8. Does Rumrom have a dining area?

No. Rumrom Bakery operates for pickup and delivery only.

9. Can I change or cancel an order?

Contact Rumrom immediately through WhatsApp or email. A request is effective only when Rumrom confirms acceptance. Because cakes are perishable and many are made to the customer’s specifications, a change-of-mind cancellation or return may be unavailable after preparation begins. This does not affect mandatory rights concerning an unsafe, defective, incorrect or materially non-conforming product.

10. Can Rumrom cancel an order after payment?

Rumrom may cancel if an ingredient or decoration is unavailable, a customization cannot lawfully or safely be used, an allergy request cannot safely be fulfilled, an obvious technical or price error occurred, fraud is reasonably suspected, or another objectively justified circumstance prevents lawful or safe fulfilment. Rumrom will contact the customer and offer an agreed substitute or a full refund if it cannot fulfil the confirmed order.

11. How long does a refund take?

When a refund is approved, Rumrom will initiate it to the original KNET payment method within 10 working days. Your bank or payment provider may need additional time before the amount appears. Rumrom does not charge a fee for processing an approved refund.

12. Will my customized cake look exactly like the preview?

Product photographs and digital customizer previews are illustrative. Because cakes are made and decorated by hand, reasonable differences in colour, shape, position, finish and decoration may occur. Screen settings and lighting can also change how colours appear. The supplied cake must nevertheless substantially match the accepted description, customization and material characteristics of the confirmed order.

13. What should I check before approving a custom cake?

Check every name, word, date, number, colour, image orientation and special instruction before payment. Rumrom is responsible for its own errors, but faithful reproduction of wording or selections approved by the customer is not itself a defect.

14. What images or text may I upload?

Upload only file types and sizes accepted by the website. You must have the ownership, consent, licence or other legal permission needed to use every image, photograph, logo, name and item of text. Do not submit unlawful, explicit, seriously offensive, defamatory, privacy-infringing or intellectual-property-infringing content.

Customized-cake photographs are normally removed from Rumrom’s direct control within one business day after delivery, pickup or cancellation, subject to limited exceptions for unresolved complaints, refunds or replacements, legal or security needs, and service-provider backup or deletion cycles. See the Privacy Policy.

15. What should I do if I have an allergy?

Contact Rumrom before ordering and clearly identify the relevant allergen or medical dietary requirement. Rumrom will confirm in writing whether a specific accommodation appears feasible for that order. Rumrom’s kitchen, equipment, surfaces and suppliers may handle multiple ingredients and allergens, so Rumrom does not promise an allergen-free environment or guarantee that a product contains no trace of an allergen. Read Allergens and Cake Care before ordering.

16. How should I store and serve the cake?

Follow any product-specific instruction supplied by Rumrom. Unless advised otherwise, refrigerate cakes that require refrigeration, do not leave a cake at room temperature for more than two hours, and consume refrigerated cake within two days. Freeze a cake only if Rumrom confirms that freezing is suitable.

Remove all non-edible supports, boards, dowels, wires, sticks, toppers, printed elements and decorative pieces before cutting or serving.

17. What should I do if the order is wrong, damaged or unsafe?

Stop consuming an unsafe product and contact Rumrom as soon as reasonably possible. Where reasonably available, provide the order number, a short explanation and clear photographs. Do not discard the product or packaging until Rumrom has had a reasonable opportunity to review it, unless keeping it would be unsafe.

These reporting steps help the investigation and do not waive any mandatory right. Depending on the facts and Kuwaiti law, an appropriate remedy may include correction, replacement or refund.

18. Can I create a customer account?

Yes. The website allows customer accounts to support login, checkout, saved information and access to earlier orders. Keep your login details confidential and contact Rumrom if you suspect unauthorized access. Closing an account may not immediately delete records that must be retained for an order, refund, complaint, accounting, security or legal reason.

19. How does Rumrom use my information?

Rumrom uses relevant information to operate accounts, prepare and fulfil orders, confirm KNET payments, arrange pickup or delivery, provide support, protect the website and meet applicable record-keeping and legal requirements. The website also uses service providers and technical, analytics and advertising technologies described in the Privacy Policy.

20. Is the website available in English and Arabic?

Yes. Rumrom provides English and Arabic pages. If the language versions differ, they must be interpreted consistently with mandatory Kuwaiti law and without reducing a non-waivable consumer right.

21. How can I contact Rumrom?

Telephone and WhatsApp: +965 99095385
Email: hello@rumrom.com
Customer-service hours: 10:00 AM to 8:00 PM Kuwait time

For complaint instructions and the Kuwait Ministry of Commerce and Industry Consumer Protection number, see Contact and Complaints.