Preparation and delivery timing
Preparation times shown on product pages are estimates and are confirmed for each order. Timing begins after we have agreed the full details and received any required advance payment.
Delivery availability, charge and time are confirmed directly. Times are estimates rather than guarantees because traffic, weather, venue access and other circumstances can affect arrival. We will communicate a significant known delay.
Changes requested by the customer
Ask for changes as soon as possible. We will try to accommodate changes to quantity, date, flavour, decoration or address, but cannot promise changes after ingredients have been purchased, preparation has begun or a delivery has left.
A change may alter price or preparation time. It becomes part of the order only after Fairouz Bakery confirms it in writing through the conversation.
Cancellations and advance payments
Before ingredients are committed or work begins, we will review a cancellation fairly and explain any amount that can be returned. Once preparation, ingredient purchasing or personalized work has started, an advance payment may be partly or fully non-refundable because the cost has already been incurred.
If Fairouz Bakery cannot fulfil a confirmed order for a reason within our control, we will offer a suitable alternative, a new agreed date or a refund for the unfulfilled part. This does not limit rights available under applicable law.
Receiving and checking an order
Please check the number of boxes, visible condition, product and custom wording at collection or delivery. Refrigerate or store the products promptly according to the instructions provided.
If another person receives the order for you, they should be authorized to inspect it. A successful handover to the customer, recipient or venue contact counts as delivery.
Problems with a product
Contact us as soon as possible on the day of collection or delivery if an item is missing, damaged, materially different from the confirmed order or appears unsafe. Keep the product and packaging and send clear photos so we can assess the issue.
Because food is perishable, we may be unable to assess complaints made after the product has been consumed, discarded, transported again or stored contrary to instructions. We will consider verified issues fairly and may offer correction, replacement, credit or refund depending on the circumstances.
No change-of-mind returns for food
For hygiene and food-safety reasons, correctly supplied food cannot normally be returned or resold simply because a customer changes their mind or dislikes a flavour that matches the confirmed description.
This policy does not remove any remedy that must be provided under applicable law when goods are defective, unsafe or not as agreed.
Questions about this policy?
Contact Fairouz Bakery directly on WhatsApp or by phone.
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