Contact and Complaints

Last updated: 1 September 2026

Contact Rumrom Bakery for help with an order, customization, pickup, delivery, payment, refund, allergy request, account or privacy question.

1. Customer-service contact details

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

Messages received outside these hours will be reviewed during the next available customer-service period. For an urgent issue involving food safety, stop consuming the product and state clearly that the message concerns food safety.

2. Business and pickup address

Rumrom Bakery
Legal business name: شركة رام روم بيكري للفطائر والمعجنات والحلويات
Legal entity: One-person company
Commercial licence: 2024/24977

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

Rumrom Bakery operates for pickup and delivery only. Customers should not travel to collect an order until its pickup time or readiness has been confirmed.

3. How to submit an order complaint

Contact Rumrom as soon as reasonably possible after discovering a problem. To help identify and investigate the order, please provide, where reasonably available:

• your order number;
• the name and telephone number used for the order;
• a clear description of what happened and when;
• the resolution you are requesting; and
• clear photographs of an incorrect, damaged, defective or unsafe product.

Do not discard the product or packaging until Rumrom has had a reasonable opportunity to review the issue, unless keeping it would be unsafe. A request for an order number, explanation or photographs helps the investigation; it does not waive or remove any mandatory right concerning an unsafe, defective, incorrect or materially non-conforming product.

4. What happens after a complaint is received

Rumrom will review the order record and the information supplied, may ask reasonable follow-up questions, and will explain the available outcome. Depending on the facts and applicable Kuwaiti law, an appropriate remedy may include correction, replacement or refund.

Reasonable handmade differences are not automatically defects, but the supplied product must still substantially match the accepted description, customization and material characteristics of the confirmed order.

5. Payment and refund complaints

Rumrom accepts website payment through KNET only. If KNET appears to have charged you but no order confirmation is received, contact Rumrom before trying to pay again.

Never send a KNET PIN, one-time password or other secret payment credential by WhatsApp, email or telephone.

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

6. Allergy or food-safety complaints

If you believe a product is unsafe or may conflict with an allergy request that Rumrom accepted for the order, stop consuming it and contact Rumrom promptly. Include the order number, relevant allergy or ingredient, what was consumed, any symptoms or concern, and photographs where reasonably available. Seek urgent medical assistance when appropriate; customer service is not a substitute for medical care.

For advance allergy requests and storage guidance, read Allergens and Cake Care.

7. Privacy and account requests

For a privacy or account request, state whether you are asking about access, correction, account closure, deletion, an uploaded photograph or another privacy concern. Rumrom may request reasonable information to verify your identity and locate the relevant account, order or correspondence.

Do not send identity documents or secret payment credentials unless Rumrom explains why particular information is lawfully necessary and provides an appropriate method. Read the Privacy Policy for more information.

8. Ministry of Commerce and Industry

Contacting Rumrom does not restrict your right to contact a competent authority. Kuwait Ministry of Commerce and Industry Consumer Protection can be contacted on 135. You do not have to give up any mandatory consumer right in order for Rumrom to review a complaint.

9. Terms applying to orders

Rumrom’s full ordering, delivery, pickup, cancellation, customization and refund rules are in the Terms and Conditions. Nothing on this page excludes or limits Rumrom’s obligations or any consumer right that cannot lawfully be excluded under Kuwaiti law.