Store Policy

Welcome to Love from Pavlova! We are committed to providing you with the finest pavlovas and exceptional service. Please review our store policy to understand our procedures regarding pickup, delivery, issues, and refunds.

1. Order Requirements

• Advance Notice: All orders must be placed at least 3 days in advance to ensure proper preparation and availability.

2. Pickup Policy

• Pickup Arrangements: Once you have placed your order, please contact us at +1 (305)-467-5494 to arrange a pickup time at our location. Please ensure you arrive on time to avoid any inconvenience.
• Liability: Once the pavlova has been picked up, it is the customer's responsibility to handle and transport it with care. We are not liable for any damages or mishandling that occurs after pickup.

3. Delivery Policy

• Delivery Scheduling: A delivery date and time can be selected when you are placing your order. Please ensure someone is available at the specified location to receive the delivery.
• Delivery Liability: We ensure that all deliveries are made safely and appropriately. Once the pavlova has been delivered and the handover is complete with the product in good condition, the responsibility for storing and caring for the cake as per our instructions lies with the customer. We are not liable for any damage that occurs after the product has been delivered and received.
• Missed Deliveries: If the customer is not present at the agreed time and place and we cannot make contact, the product will be returned to our premises. The customer will then be responsible for arranging the collection of the order from our location.

4. Damages and Quality Issues

• Inspection: Please inspect your pavlova upon receipt. If you find any issues with quality or damage, notify us immediately.
• Reporting Issues: Contact us within 24 hours of receiving your order with a description of the issue and a photo of the product. We will assess the situation and determine if a refund or replacement is warranted.
• Liability for Damage: We are not liable for any damages or issues that occur after the product has been picked up or delivered and received.

5. Refund Policy

• Eligibility for Refunds: Refunds are available for quality concerns or order errors. If there is a problem with the quality of your pavlova or if you received the wrong order, please contact us within 24 hours with a description of the issue and a photo.
• Non-Refundable Situations: We do not offer refunds for a change of mind or issues caused by delivery delays. We also do not offer exchanges or refunds for orders once they have been prepared.
• Refund Process: To request a refund, contact us via lovefrompavlova@gmail.com. Refunds, if approved, will be processed within 5-7 business days and issued to the original payment method.

6. Cancellation Policy

• Order Cancellation: Orders cannot be canceled once placed. All sales are final.