FAQs

Lockdown Enquiries

Are you open during lockdown?

Yes, all our stores are now open for “cakeaway” of our frozen retail items – our yummy large, medium and frozen 6 packs. You can also enjoy some coffee, cake slices and individual gateaux. Alternatively, visit our website www.chateaugateaux.co.za to order our frozen retail items online and have them delivered straight to your door!

Additionally, you can order our medium cake range through NetFlorist. We are also available on the Mr D App (Durban, Johannesburg, Pretoria and Cape Town) for frozen whole cakes, 6 packs, a selected range of slices and individual portions as well as our retail range.

Are you offering delivery during the lockdown?

Great news! We are doing deliveries. Kindly visit our website www.chateaugateaux.co.za/shop to order our frozen retail items. Our delicious large, medium and frozen 6 packs can be ordered online and delivered straight to your door! To order whole cakes, cake slices or our individual’s desserts, please use the Mr D Food App.

Delivery Enquiries

I see your cakes are on NetFlorist. Is delivery only for Gauteng?

NetFlorist is delivering our medium cake range in Johannesburg, Pretoria, Durban and Cape Town. You can also visit our website www.chateaugateaux.co.za/shop/ to order our frozen retail items online and have them delivered straight to your door!

We are also available on the Mr D App (Durban, Johannesburg, Pretoria and Cape Town) for frozen whole cakes available in medium and large, 6 packs, a selected range of slices and individual portions as well as our retail range.

My area is not on the Mr D Food App, how can I get a cake?

The Mr D App is in the process of expanding their delivery areas. You can also visit our website www.chateaugateaux.co.za/shop/ to order our frozen retail items online. Our delicious large and medium cakes, and frozen 6 packs are available on our website for you to order and have them delivered straight to your door! Alternatively, you can order our medium cake range through NetFlorist.

Can you deliver to place X?

Thank you for your query. Please send this to customercare@chateaugateaux.co.za and we will be sure to get back to you!

I need a cake delivered to X, I am from Y, are you able to accommodate me?

Yes, of course! It sounds like someone special is in for a sweet treat and we would love to make that happen!

Please visit our website www.chateaugateaux.co.za/shop/ to place your order with the address of the recipient and we will have your order delivered straight to their door!

How does your delivery work?

Simply visit our website www.chateaugateaux.co.za/shop/ to place your order and have it delivered straight to your doorstep on the next available date. Deliveries take place between 8am – 5pm, Monday to Friday (excluding public holidays).
Standard delivery fee is R60.00

When will my cake be delivered?

Your cake will be delivered within 48 hours from the time of placing your order, between 8am and 5pm. Kindly note that delivery times are not available and this depends on the volume and delivery route. For any queries relating to your online order, please contact our Online Delivery Team, online@chateaugateaux.co.za who will be happy to assist!

I’ve placed my order, payment has gone through. Is my order confirmed?

Confirmation of your order is sent to the email address you provided on the website. Please check your inbox for confirmation. If you are unable to trace to your receipt, please contact our Online Delivery Team, online@chateaugateaux.co.za who will be happy to assist!

Can I pick up a cake at your store?

Yes, all our stores are now open for “cakeaway”. You can pop into your closest Château Gâteaux store to purchase your favourite cake. Our store product range includes our medium and large cakes, 6 packs as well as selected beverages, pastries, slices, individuals and hot puddings. Our offering will be limited and may differ from store to store but we know that a little sweet something goes a long way…

Do you deliver in CPT/Pretoria/Midrand?

Great news! We do offer delivery to selected areas in Cape Town, Pretoria and Midrand. Please send a mail to customercare@chateaugateaux.co.za letting us know which area you reside in so we can confirm delivery to your area.

Hi, I cannot select the delivery date. It is grey.

We are sorry to say our orders are now at full capacity therefore, we can no longer accommodate orders for that day. Please may we suggest that you select the next available date for delivery. Order lead times for our delivery service is 48 hours from the date of placing the order. Delivery takes place from Monday – Friday anytime between 8am and 4pm (excluding weekends and public holidays).

Dietary Requirement Enquiries

Do you offer eggless/gluten free cakes?

Our Research & Development Team are hard at work trying to come up with solutions that will satisfy all our customers with dietary specific requirements. In order for a product to be classified as egg or gluten-free it needs to be manufactured in a 100% egg or gluten-free production facility, so as to not have any cross-contamination of any kind.

For our business to be able to achieve this, a lot has to be taken into consideration. However, we are aware of the demand and hope to be able to offer you all something soon!

Do you offer vegan/vegetarian?

Kindly note that none of our cakes are vegan/vegetarian as all our products contain eggs and cow’s milk. However, lacto-ovo vegetarians are able to enjoy many of our delights that do not contain any gelatine. Please click on the link to view our product range and click on your favourite cake to view the ingredients used www.chateaugateaux.co.za/patisserie

Do you offer low carb/banting cakes?

Kindly note that none of our cakes are banting friendly. Our Research & Development Team are hard at work trying to come up with solutions that will satisfy all our customers with dietary specific requirements.

For our business to be able to achieve this, a lot has to be taken into consideration. However, we are aware of the demand and hope to be able to offer you all something soon!

Customised/Personalised Cakes

Do you offer customised cakes?

Kindly note that we do not make customised cakes or desserts in our production facility as we currently are unable to meet individual customisation requests.

It is possible, however, to purchase our large and medium cakes and customise or tier them with toppings of your choice or purchase our ‘Happy Birthday’ disk to personalise the cake. We hope that this will inspire you to add your own flair to your cakes in order to accommodate the theme of your birthday!

Donation or Sponsorship Requests

Please may I request a sponsorship for…?

Please may we refer you to our Customer Care Team who will be able to further assist you! Their email address is customercare@chateaugateaux.co.za

Trading Hours

What are the trading hours for store X?

Please refer to the ‘find us’ tab on the site, where you will find each store’s contact number and email address that you can use to contact the store directly for trading hours.

Loyalty App

How the Loyalty App works

The loyalty app works as follows:

Loyalty app points are separated into hot drink points and cake points
Points are earned for every hot drink and every 24cm cake purchase made; provided you scan your earn code instore
Once your points reach a total of 10 for hot beverages, they are converted to a hot drink & cake slice reward. This reward allows you to enjoy any hot beverage as well as a cake slice/individual gateau or pastry of your choice
Once your points reach a total of 10 for 24cm cake purchases, they are converted into a 24cm cake reward. This reward allows you to enjoy any 24cm cake of your choice
Should you have any issues with scanning your code on any occasion instore, please leave your details with the shop attendant and they will facilitate the process of having your points added manually
Currently, points can only be earned on hot drink purchases as well as 24cm cakes and no other items instore. We do hope to add more items in future where our app will have more functionality which can in turn, help us provide a better loyalty app program to our consumers
Points can be earned on online purchases of 24cm cake and 6 packs, however, rewards cannot be redeemed online.

Steps to downloading our Loyalty App

Visit your preferred App Store. Play Store for Android & App Store IOS
Type in Chateau Gateaux APP
Download and Install the app
Open app and complete profile in full to get 5 free points
If you would like to contact us, click on the “talk to us” tab and drop us a short message e.g. “Hi my name is X and I would like to find out if you sell cookies”

How do I find my Loyalty App Id?

Go to the Chateau Gateaux App
Click on the menu on the top left
Go to your profile
Under red SAVE button is your Loyalty App Id, for example: 97L3Y73Z8