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Customer information

Refund & Cancellation Policy

Our cakes are freshly prepared, perishable food. This policy explains when an order can be cancelled, when a refund is possible, and how to ask for one.

Last updated 22 September 2026 · Golositalia FZCO, trading as Pastelerías 3L

  • Before payment

    Cancel or change your order at any time, free of charge. Nothing is charged until you complete payment.

  • 12 hours or more before delivery

    You can cancel your order. We refund 90% of the amount paid and retain 10% as a cancellation and administrative fee.

  • Less than 12 hours before delivery

    The order can no longer be cancelled, and it is non-refundable.

  • Something wrong?

    Damaged, incorrect or missing items: contact us as soon as possible after delivery with your order reference and photos.

  • Approved refunds

    Returned to the card you paid with, through our payment provider, Paymennt.

1. Cancelling before payment

An order is not confirmed until payment has been verified. Before you pay, you can cancel or change your order at any time by telling us on WhatsApp — or simply by not completing the payment. Nothing is charged. Payment links expire after a limited time; an expired link cannot be used to take payment.

2. Cancelling after payment

Once your payment is verified, your order is confirmed and scheduled for preparation. Paid orders cannot be cancelled automatically — please contact us to request a cancellation.

You can cancel a paid order up to 12 hours before the scheduled delivery time. Where we receive your request within that period, we refund 90% of the amount you paid and retain 10% as a cancellation and administrative fee.

If fewer than 12 hours remain before the scheduled delivery time, the order can no longer be cancelled and it is non-refundable. Our products are freshly made to order and perishable, and preparation is already under way by that point.

We will confirm the refund amount to you before processing it.

3. Changing a paid order

To change the items, date, time or delivery address of a paid order, contact us as soon as possible. We will tell you whether the change is possible. A new address may fall in a delivery area with a different minimum order value or delivery charge.

4. Damaged, incorrect or missing items

Please check your order when it arrives. If anything is damaged, incorrect or missing, contact us as soon as possible, ideally on the day of delivery, and include:

  • your order reference;
  • clear photos of the product and its packaging as received;
  • a short description of the problem.

Please keep the product and packaging until we have reviewed your report. Where we confirm that an item was damaged, incorrect or missing because of an error on our side, we will offer a replacement or a refund for the affected items, in line with applicable UAE consumer protection law.

5. When a refund is available

We issue a refund where:

  1. we made an error with your order;
  2. you received an incorrect product, and the issue can reasonably be verified;
  3. delivery of your order becomes impossible; or
  4. you cancel your order at least 12 hours before the scheduled delivery time.

In cases 1 to 3 we refund the amount paid for the affected items. In case 4 we refund 90% of the amount paid and retain 10% as a cancellation and administrative fee.

Where fewer than 12 hours remain before the scheduled delivery time, the order cannot be cancelled and no refund is available.

6. When a refund may not be possible

We may decline a refund request where:

  • the cancellation was requested with fewer than 12 hours remaining before the scheduled delivery time;
  • a delivery could not be completed because of incorrect delivery details or because the recipient was unavailable (see our Delivery Policy);
  • the product was stored or handled incorrectly after delivery;
  • the concern relates only to the natural variation of a handmade product, or to design details that were confirmed before payment;
  • the issue is reported without the information needed to review it.

Because our products are perishable food, delivered items cannot be returned to us for resale. This does not affect your rights under applicable UAE consumer protection law.

7. How to request a cancellation or refund

  1. Contact our customer care team on any of the numbers listed below.
  2. Give your order reference, the name on the order and the reason for your request, with photos if the order has a problem.
  3. Our team reviews the request, may ask you for more information, and tells you the outcome.
  4. If a refund is approved, we process it and confirm to you once it has been issued.

8. How refunds are paid

Approved refunds are made to the original Visa or Mastercard card used for payment, through our payment provider, Paymennt. We cannot refund to a different card or account. Once we have issued the refund, the time it takes to appear on your statement depends on your card issuer.

Contact us

Questions about this policy or an order can be sent to our customer care team. Please include your order reference where you have one.

Business
Golositalia FZCO, trading as Pastelerías 3L
Address
Golositalia JLT, Jumeirah Lakes Towers, Cluster C, Retail Shop C6/A, Dubai, United Arab Emirates