FAQ

  1. How do I purchase food items?
    1. Choose your product(s)
      Click on 'Order Now' to browse and select the menu items you would like order.
    2. Check out
      If you have a registered account, please login accordingly with your credentials. If not, you may choose to sign up for an account, or proceed to check out as a guest.
    3. Choose between delivery or self-collect options
      Choose between 'Delivery' or 'Self-Collect'. Select the date and time and complete the form for your delivery or self-collect arrangements. Click ‘Confirm’ and 'Check Out'.
    4. Make Your Payment
      Enter your payment details to complete the transaction. Once the transaction is complete, you will be directed to a page with a message that reads "Thank you. Your purchase has been successful."
    5. Confirmation letter
      You will receive confirmation via email once the transaction is completed.
  2. How do I purchase vouchers?
    1. Choose your product(s)
      Select the voucher, input the quantity you require and click ‘Add to Cart’.
    2. Check out
      If you have a registered account, please login accordingly with your credentials. If not, you may choose to sign up for an account, or proceed to check out as a guest.
    3. Vouchers are for self-collection only
      Please specify date and time for collection from the hotel. Click “Confirm and Check-Out.”
    4. Make Your Payment
      Enter your payment details to complete the transaction. Once the transaction is complete, you will be directed to a page with a message that reads "Thank you. Your purchase has been successful."
    5. Confirmation letter
      You will receive confirmation via email once the transaction is completed.
    Q.
    Is there a limit to how many vouchers I can purchase?
    A.
    We do not have a maximum limit per order unless specified for specific campaigns.
    Q.
    I have tried to order using my debit and credit card and neither work. Why is this?
    A.
    Kindly reach out to your bank for clarification.
    Q.
    My card has been declined. Why is this?
    A.
    Kindly reach out to your bank for clarification.
    Q.
    I didn't get a confirmation email for my order. Why is that?
    A.
    Please contact us at (632) 8633-8888 or email [email protected], Monday to Sunday, 9am to 8pm.
    Q.
    Part of my order is missing.
    A.
    Please contact us at (632) 8633-8888 or email [email protected], Monday to Sunday, 9am to 8pm.
    Q.
    I have lost or damaged my vouchers. Can you replace them?
    A.
    We are unable to replace lost or damaged vouchers.
    Q.
    Where is the location for self-collect items?
    A.
    All orders can be collected from The Bakeshop, located in Tower Wing’s main lobby.
    Q.
    I'm having trouble viewing the website.
    A.
    If you are experiencing difficulty viewing the site on your web browser, you should update to the most recent version of Chrome for the best viewing experience.
    Q.
    What are the hygiene standards practiced by the restaurant/hotel?
    A.
    • The Hotel adheres to the Shangri-La Food Safety Management System (SFS) and food safety regulations by HACCP to ensure the highest level of standards in food sanitation.
    • The Hotel is audited yearly to ensure compliance to the SFS requirements and HACCP food safety regulations.
    • The Hotel has a dedicated team to ensure food safety requirements are implemented and kept up-to-date.
    • All steps in the food operation process are addressed from the supply chain and selection of ingredients, through to the serving of the food to our guests.
    • All food handlers are required to complete SFS trainings with annual tests. It is also compulsory for them to perform annual medical health screenings.
    Q.
    How do I redeem a voucher?
    A.
    You are encouraged to make a reservation by calling (63 2) 8633-8888 or emailing [email protected]. Please indicate your intention of redeeming the e-voucher while making a reservation. Room vouchers should be presented upon check-in, while F&B vouchers should be presented at the restaurant upon arrival. The validity of the voucher must not have expired upon redemption.
    Q.
    What if I forget to bring/print the voucher?
    A.
    The physical voucher should be presented to complete redemption.
    Q.
    Which restaurant/outlets can I redeem the voucher at?
    A.
    This voucher is applicable for dine-in only at the restaurant indicated on the voucher.
    Q.
    When will my voucher expire?
    A.
    The validity period is stated in the voucher as well as in the terms and conditions.
    Q.
    Can I request for an extension of my voucher’s validity?
    A.
    No.
    Q.
    Is there a return policy?
    A.
    No. Once purchased, vouchers are non-refundable, non-exchangeable for cash in part or in whole, and cannot be used for rebates under any circumstances.
    Q.
    What if my dining bill costs less than the value of my voucher?
    A.
    The remaining value will be forfeited.
    Q.
    What if my dining bill costs more than the value of my voucher?
    A.
    You can use your voucher to settle part of your bill. The outstanding balance can be paid by a debit card, credit card or cash at the restaurant.
Edsa Shangri-La, Manila
Address : 1 Garden Way, Ortigas Center, Mandaluyong City 1650, Manila, Philippines
Phone : (63 2) 8633-8888
E-mail : [email protected]

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