Terms of service

Welcome to Evelina’s Patisserie. Please read these Terms of Service carefully before accessing or using our website and purchasing our products. By placing an order with us, you agree to be bound by the following terms and conditions.

1. General Conditions & Product Descriptions

A. Handmade Nature & Variations

All our macarons are handmade. Due to the nature of production, goods ordered in a specific colour, flavour, and appearance may vary slightly from any pictures or samples provided in advance. Minor deviations can occur.

The images of the products on our website and social media platforms are for illustrative purposes only. While we make every effort to display the colours and fillings accurately, we cannot guarantee that your device's display accurately reflects the true colour of the products.

B. Freshness & Product Care

We send our macarons fresh, and they are best kept cool in the fridge for up to 5 days. Macarons are best consumed at room temperature.

2. Shipping, Lead Times & Delivery

A. Order Lead Times

It is your responsibility to ensure that you order from us with sufficient lead time to prevent any loss or disappointment resulting from non-shipment or late delivery that is beyond our control.

B. Transit Expectations & Courier Handling

Macarons are incredibly delicate products. While we take every precaution to package them securely, minor cosmetic imperfections - such as small cracks or slight scuffs to the shells - can occasionally occur during the shipping process. These minor aesthetic variances do not affect the taste or quality of the product and do not constitute a product fault.

Please note that we cannot take responsibility for damage caused by our couriers' mishandling of the parcel and will not offer a automatic refund or replacement for standard transit wear.

3. Refund, Replacement, and Cancellation Policy

Given the fresh and perishable nature of our products, we operate a strict returns and refunds policy.

A. Production Faults

We only offer refunds or replacements if the items are proven to be faulty, and where the fault lies entirely within the production of the product.

Reporting Window: You must contact us within 24 hours of receiving your package.
Required Evidence: Please email us at evelinaslab@mail.com with clear photographs showing:
- The product itself, clearly demonstrating the fault.
- The original packaging.
- The shipping label.
Please note: We cannot investigate complaints or offer any resolutions if you fail to provide these images within the 24-hour timeframe.

B. Severe Transit Damage Investigation

If your order arrives severely damaged or completely crushed due to extreme courier mishandling, we will investigate the matter. As noted above, please contact us at evelinaslab@mail.com within 24 hours of delivery with clear photographic evidence of the damaged transit box, the internal packaging, and the damaged macarons.

C. Returns and Resolutions

Product Returns: If we agree that a fault lies with the product, we will require the items to be sent back to us before a refund or replacement is issued.
Consumed Products: We absolutely cannot issue refunds or replacements for macarons that have already been consumed.
Replacements vs. Refunds: Depending on the circumstances and product availability, Evelina’s Patisserie reserves the right to choose to resend the order rather than issue a monetary refund.

D. Customer Satisfaction

Your experience is incredibly important to us. If, for any other reason, you are unsatisfied with your purchase, please get in touch within 24 hours of delivery. While we cannot guarantee refunds outside of production faults, we will make every effort to find a fair solution.

4. Business Hours & Communications

Evelina's Patisserie is open Monday to Friday.

Phone Lines: Open from 10:00 am to 2:00 pm, Monday to Friday.
Voicemails: If we are unavailable to take your call, please leave a message including your name, telephone number, and, where relevant, your order number and reason for calling.
Email Response Times: We aim to reply to your email enquiries within 24 hours during our standard working hours.
Weekends: The company is closed for business at weekends. Any enquiries received over the weekend will be addressed when we reopen on Mondays.

5. Governing Law

These Terms of Service and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of the United Kingdom.

6. Changes to Terms of Service

We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes.