FAQs
Don't see your question listed below? You may contact us through our customer feedback WhatsApp line or email us below:
Email: taureanestore@gmail.com
WhatsApp: +673 8669732
Monday - Saturday: / 9 AM - 4 PM (UTC +8)
(Temporarily closed on Friday 12 PM - 2 PM)
Sunday: / Closed
Any inquiries received after working hours for our customer feedback lines will be processed on the following working day.
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Are all of your products listed on the website?
Currently, only our cookies (with the exception of a few, notably newer ones) are available through our website.
How do I place a bulk order?
For bulk orders, you may visit us at our outlet, contact us at +673 8669732, or send an email to taureanestore@gmail.com to arrange the order and subsequent shipping or self pick-up options.
Do you accept payment methods other than bank transfer or credit card?
We do not accept other payment methods such as cash-on-delivery, deposits or installments. We only accept full payments via credit card or bank transfers only.
What if I want to buy cookies that are sold out?
Please contact us via email, stating the cookies that you wish to order, and we will try to process your order to the best of our capabilities - subject to availability of stocks in our outlets.
What if I purchased the wrong cookie(s)?
If you have not yet received the cookie(s), kindly contact us immediately and we will try to assist you to the best of our abilities.
However, if you have already collected or taken delivery of your order, then unfortunately, goods sold are not returnable.
Why is self pick-up at other outlets marked under the other shipping options instead of in-store pick-up?
All the goods for our online store are kept at our main branch in Gadong and need to be transferred first, hence why they are marked as shipping options.
For PJSC, the transfer of goods follow a pre-determined schedule, hence why it is only available for orders made before 3 PM.
Why is self pick-up at the Airport branch not available?
Self pick-up at the Airport branch is unavailable due to certain limitations, which we are still working on.
Can I set a specific time for the delivery?
Currently, setting a specific date and time for delivery is possible as we will contact you for the details and availability once your order is being processed. However, the earliest that we can arrange a delivery is one day after the order is processed unless in rare cases where a delivery driver is available early in the day.
The order will be handled by external courier services once they are fulfilled and ready for delivery.
Do take note that the delivery crew will contact you once the order is ready to be sent out.
Do you accept returns or refunds?
Products sold are not returnable, due to them being perishable goods.
However, we do issue monetary refunds for cases where customers overpaid, or for other issues encountered on our end during the transaction process.
We will address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Do you do international shipping?
Currently, shipping for international customers is not available, as we just started establishing our online presence for the Brunei market at this stage.