Refund policy
We have a 24-hour cancellation policy, which means you have 24 hours after placing your order to request a cancellation/refund.
To start your cancellation/refund process, you can contact us at orders@dolcesicily.ie. If approved, you’ll be automatically refunded on your original payment method. Please remember that it can take up to 5 working days for your bank or credit card company to process and post the refund.
CANCELLATIONS, REFUNDS, RETURNS & GIFT CARDS POLICY
Nature of Product
All products sold through our website are freshly prepared, perishable food products and are made to order. Certain products may also be personalised or custom-made according to customer specifications, including but not limited to customised cakes, inscriptions, decorations, colours, flavours, photographs, event cakes and other bespoke items.
Due to the perishable and customised nature of our products, orders are subject to limited cancellation, refund and return rights in accordance with applicable Irish and EU consumer protection laws.
Allergen and product information is displayed on the relevant product pages. Customers are responsible for reviewing all product descriptions and allergen information prior to placing an order.
Cancellation Policy
Orders may be cancelled within twenty-four (24) hours from the date and time the order was placed.
As all products are prepared fresh to order and production planning may begin shortly after purchase, cancellations requested after the twenty-four (24) hour cancellation period will not be eligible for a refund.
Orders scheduled for delivery or collection are subject to a minimum forty-eight (48) hour advance notice period at the time of purchase.
Where possible and at our sole discretion, we may offer:
(a) a rescheduled delivery or collection date; or
(b) online store credit in the form of a digital gift card.
Any request to amend or reschedule an order is subject to product availability, operational capacity and sufficient notice being provided.
Refund Eligibility
Refunds are not available for perishable goods except where:
(a) a cancellation request is submitted within the permitted twenty-four (24) hour cancellation period;
(b) the incorrect product was supplied;
(c) the product arrives materially damaged; or
(d) a verified quality issue exists.
All refund requests are reviewed on a case-by-case basis.
Approved refunds will be issued only to the original payment method used at checkout. We do not issue cash refunds.
Non-Refundable Items
The following items are non-refundable except where required by applicable law:
(a) perishable baked goods;
(b) personalised or customised cakes and products;
(c) products with custom inscriptions, photographs or decorations;
(d) partially consumed products;
(e) products reported after the required notification timeframe;
(f) missed deliveries or collections due to incorrect customer information or customer unavailability; and
(g) digital gift cards.
Nothing in these Terms and Conditions excludes or limits any statutory rights available to consumers under applicable Irish or EU law.
Damaged, Incorrect or Quality-Related Issues
Customers must inspect all products immediately upon delivery or collection.
If a product is believed to be damaged, incorrect or defective, the customer must contact us immediately upon receipt of the order and provide:
(a) the order number;
(b) a description of the issue; and
(c) photographic evidence where applicable.
Failure to report an issue immediately upon delivery or collection may result in the request being declined.
Where a claim is verified, we may, at our sole discretion:
(a) replace the product;
(b) issue a partial or full refund; or
(c) provide online store credit.
Delivery & Collection
We offer both delivery and collection services.
Collection is available from 10:30am and 8:00pm. at Dolce Sicily, 20 Anne Street South, Dublin 2, D02 V625. In case of failure to collect an order at the agreed collection date, no refund is provided.
Delivery is available only in selected Dublin areas as specified at checkout.
Customers are responsible for providing accurate delivery details and ensuring availability at the delivery address.
Deliveries are typically made between 8:00am and 6:00pm. While we always aim to meet requested timeframes, exact delivery times cannot be guaranteed and may vary due to traffic, weather conditions and operational factors.
Risk in the products transfers to the customer upon delivery or collection.
We are not responsible for issues arising from:
(a) incorrect delivery information;
(b) customer absence at the delivery address;
(c) delays outside our reasonable control.
If a delivery cannot be completed due to customer fault or absence, the order may be considered fulfilled. Where possible, the product may be made available for collection at our premises located at 20 Anne Street South, Dublin 2, D02 V625. In such cases, no refund shall be provided.
7.7 Digital Gift Cards
Digital gift cards purchased through our website are redeemable exclusively for products purchased through our website and are not redeemable in our physical Dublin retail store.
Gift cards:
(a) are issued electronically only;
(b) are non-refundable and cannot be exchanged for cash;
(c) may not be resold or transferred for commercial purposes; and
(d) are valid for five (5) years from the date of issue in accordance with applicable Irish law.
We are not responsible for gift cards lost, deleted, stolen or used without permission where caused by customer error or unauthorised access outside our reasonable control.