Frequently Asked Questions

Categories

Placing Orders & Food Inquiries

Yes, we do! We have been creating customized cakes for thousands of satisfied customers for over 45 years.

To place an order for a custom cake, get in touch with us using any of the channels below:

For customized cakes, you will need to confirm your order at least 5 days before the desired pickup or delivery date to avoid disappointment. For all other orders, you will need to confirm the order at least 2 days in advance.

We specialize in making cakes, gateaux, desserts, savouries, platters, sweets, frozen foods, iced coffee and catering for events. We have a high standard of quality that we maintain in all of our unique products.

Yes, we are Halal certified.

Payments

Can I pay online?
Yes, you can pay online using a credit or debit card during the checkout process for all orders placed on our website. Please note that payment is required to complete your order on the website.

We accept the following payment methods:

  • Website: For orders placed on our website, payments can be made using a credit or debit card. We accept the following payment methods.
  • Branch:
    If you are making your payment at one of our outlets, you can pay in cash or with a credit or debit card.
  • Facebook or Instagram:
    If you are placing an order through our social media platforms like Facebook and Instagram, you can pay using the Payhere payment link, by visiting one of our outlets, through an online bank transfer, or by making a cash deposit to our bank account.
  • Bank Transfer:
    • Please note that the bank transfer option is only available for special orders such as custom design cakes, catering, etc.
    • When making a payment, it is important to include the order number as the payment reference.
    • After making your payment, please provide an image or screenshot of the receipt as proof of payment.

To resolve this issue, you may need to contact your bank and ask them to enable the 3DS option for your bank card. Once this option is enabled, you should be able to complete the payment successfully.

You can get in touch with our order coordinating team with your order number using any of the channels below:

  • You can get in touch with our order coordinating team with your order number using any of the channels below:
  • If you are unable to pay online, we can arrange for you to make your payment at one of our outlets or through a bank transfer. When making a payment, it is important to include the order number as the payment reference. After making your payment, please provide an image or screenshot of the receipt as proof of payment.

Outlet Information

We have 26 outlets located throughout Colombo and the surrounding area. You can find the locations, addresses, and contact information for all of our outlets by clicking here.

Our operating hours are as below:

  • Monday – Saturday: 6.00am – 8.00pm
  • Sunday: 7.00am – 7.00pm
  • Poya days: 7.00am – 6.00pm

Catering & Functions

Yes, we can cater for any occasion at a location of your choice. To learn more about our catering services, please contact Ranawaka at +94 773 648 924.

Yes, The Loft at our Mount Lavinia outlet is available for hosting events and functions. The space can accommodate up to 80 people and is located on the first floor. For more information, please call our Dehiwala outlet at +94 112 736215.

Online Orders

After you place an order, you will receive an order form via email with a summary of your order within 24-48 hours. This confirms that your order has been accepted and you can pick it up from the requested outlet on the requested day.

If you have any questions or need to clarify any details about your order, you can contact our Order Coordinating team through WhatsApp at +94 740 852 734 or by calling 0112 057 777 Ext – 155.

  1. When you place an order on our website, you will receive an email confirmation with a summary of your order immediately.
  2. Within 24-48 hours, we will email you an ‘Order Form’ which you can present as a reference when picking up your order from the specified outlet. If we need any additional clarifications, we will contact you using the phone number provided.
  3. If you do not receive your Order Form within 24-48 hours, you can reach our order coordinating team with your order number using any of the following channels:

Yes, you can place orders in advance. For most orders, you will need to place your order at least 2 days before the desired pickup date. For specific orders such as Biryani, please note that orders must be placed between Monday and Friday and can only be picked up during weekends. If you want to place an order for a customized cake, we recommend placing your order at least 5 days in advance to ensure availability.

  1. Go to our website and choose the products and quantities you want to order.
  2. During the checkout process, enter the recipient’s information and their preferred contact number(s).
  3. If you want this to be a gift or surprise, make sure to mention it in the notes section so our team is aware.
  4. Pay for your order using your debit or credit card.
  5. After you successfully complete your payment, you will receive an Order Form via email within 24 hours as confirmation of your order.
  6. Share the order reference number with the recipient and ask them to present it to the branch staff when collecting the order.

Yes, you can place an order as a surprise for someone else. Simply enter the recipient’s information during the checkout process and make sure to leave a note in the notes section with any special instructions, such as if you don’t want the bill to be given to the recipient.

  • If you need to change your order, please contact our order coordinating team as soon as possible using any of the following methods:
  • Make sure to have your order number on hand when you contact our team to make the process smoother and faster.
  • Changes to the order must be made at least 48 hours before the pickup date, and Sunday is not considered a working day.
  • Keep in mind that any increases in the total amount of the order must be paid before the pickup date.

To cancel your order, please contact our order coordinating team at least 48 hours before the date of delivery using the following methods:

If you placed your order through an outlet, you can find the corresponding contact information by clicking here.

We recommend contacting us as soon as possible to cancel your order.

If you cancel your order at least 48 hours before the date of delivery, there will be no cancellation fee. However, if you cancel after the order has been prepared, a cancellation fee may be charged at the discretion of management.

Online Order Issues

  1. You can always place your order using any of social media channels. You can drop us a message on;
  2. Alternatively you can visit any of our outlets to place an order. Our branch number and address can be found here.

Your feedback is very important to us. All negative and positive comments are treated with optimism as it helps us grow and improve.

  1. You can send your feedback via our Contact Us form on our website.
  2. For each product on the website, we have a review and ratings section. You can rate and review our products there.
  3. You can drop us a message on;
  • If you need to change your order, please contact our order coordinating team as soon as possible using any of the following methods:
  • Make sure to have your order number on hand when you contact our team to make the process smoother and faster.
  • Changes to the order must be made at least 48 hours before the pickup date, and Sunday is not considered a working day.
  • Keep in mind that any increases in the total amount of the order must be paid before the pickup date.

You can get in touch with our order coordinating team with your order number using any of the channels below:

Food, Service Issues & Complaints

Your feedback is important to us, and we welcome both positive and negative comments as it helps us grow and improve. If you have a complaint, please don’t hesitate to get in touch with us through one of the following channels:

  • We apologize for any issues you have encountered with the quality of the product you purchased from Fab. We take all complaints seriously and your feedback helps us to improve as a brand. If you are not satisfied with the product, please get in touch with us as soon as possible through any of the following channels:
  • You will need to return at least 50% of the product within 24 hours of purchasing it.
  • If the product is located within Colombo, we will be happy to collect the remaining portion from your location. Please get in touch with us using the above channels and we’ll arrange to pick up the item from you.
  • The product will then be sent to our Quality Assurance lab at our Head Office for further testing and investigation.
  • Depending on the results, we will arrange a replacement or refund for you.
  • We apologize for any issues you have encountered with the delivery of the product. We take all complaints seriously and your feedback helps us to improve as a brand.
  • Please get in touch with us as soon as possible through any of the following channels:
  • If the product is located within Colombo, we will be happy to collect the product from your location and arrange a replacement. Please get in touch with us using the above channels and we’ll arrange to pick up and deliver the correct items to you.

We apologize for any negative experience you had at one of our outlets. We take all customer complaints seriously and use them to improve as a brand. Here’s how we handle customer complaints:

  1. Contact us as soon as possible through any of the following channels:
  2. Provide additional details about your experience so we can fully understand the issue.
  3. The complaint is forwarded to the relevant department (e.g. Operations, Production, Quality Assurance or Customer Service) for investigation.
  4. The department investigates the complaint and takes necessary action to resolve the issue, such as providing a replacement or refund.
  5. The customer is informed of the resolution and any further steps that will be taken to prevent similar issues in the future. This could take up to 24 – 72 hours (excluding Sundays).
  6. The complaint is discussed at the monthly customer feedback meeting with senior management, and any necessary changes or improvements are implemented. Our goal is to address customer complaints promptly and effectively, and to use the feedback provided to improve the overall customer experience.

We take complaints seriously. Your complaints and feedback help us grow and improve as a brand.

  • If you encounter an issue with our product or service at branch, please get in touch with us immediately using any of the channels below:
  • If the complaint is product related:
    • You will need to return at least 50% of the product within 24 hours of purchasing it
    • If the product is located within Colombo, we will be happy to collect the remaining portion from your location. Please get in touch with us using the above channels and we’ll arrange to pick up the item from you.
    • The product will then be sent to our Quality Assurance lab at our Head Office for further testing and investigation.
    • Depending on the results, we will arrange a replacement or refund for you.
    • The complaint is discussed at the monthly customer feedback meeting with senior management, and any necessary changes or improvements are implemented.
  • If the complaint is service related:
    • Operations team will investigate the matter further.
    • Depending on the outcome, a replacement or a refund will be arranged for you.
    • The complaint is discussed at the monthly customer feedback meeting with senior management, and any necessary changes or improvements are implemented.

Our goal is to address customer complaints promptly and effectively, and to use the feedback provided to improve the overall customer experience.

Corporate Orders

Catering

Our catering services are available for private functions such as dinners, corporate functions, weddings, birthday parties, alms giving, and funerals. To discuss your event and choose the best menu for your occasion, please contact Ranawaka at +94 773 648 924. We are happy to accommodate any specific requests or requirements you may have. Our goal is to provide high-quality catering services for all types of events, and we look forward to helping you plan a successful and memorable function.

Our catering services are available for private functions such as dinners, weddings, corporate functions, birthday parties, alms giving, and funerals.

Yes we do. Please get in touch with Ranawaka on +94 773 648 924 to discuss how we can make your event a memorable one.

Yes we do. There will be an additional charge for the transport but we can cater to functions based within and outside of Colombo.

Gifts

Yes we do. Please speak to our staff at any of our outlets to purchase Gift Vouchers.

Yes we do. You can get in touch with us using any of the channels below:

Safety & Standards

Yes, the health and safety of our team members and customers is a top priority for us. We have implemented several measures to ensure the safety of all our employees. These include reinforcing our handwashing procedures, conducting daily temperature checks for employees, and increasing the frequency of cleaning and sanitization of all surfaces and facilities. Additionally, we ask employees who are feeling ill to stay at home and seek medical attention.

ISO 22000, HACCP & GMP Systems Certified Company

Yes, we are Halal certified.