Fresh, perishable products
Our cinnamon rolls, sauces, toppings, and boxes are baked or prepared fresh for each order. For food-safety reasons, delivered food cannot be physically returned or resold. We therefore cannot accept returns for a change of mind, personal taste preference, or an order that matches what was selected.
Issues eligible for review
Please contact us if:
- you received the wrong product or flavor;
- an item paid for is missing from the order;
- the packaging or product arrived materially damaged, open, or tampered with;
- the product appears spoiled, unsafe, or materially different from its description when delivered;
- your confirmed order was charged but was not delivered.
We cannot normally offer a remedy where the issue results from an incorrect address or phone number supplied by the customer, refusal or unavailability at delivery, storage or handling after delivery, normal appearance variations in handmade products, or a disclosed ingredient or flavor preference.
How to report an issue
Because fresh-food issues are time-sensitive, contact us as soon as possible and preferably within 24 hours of delivery. Send:
- your order number and the mobile number used for the order;
- a clear description of what happened;
- clear photos of the product, packaging, and delivery label when relevant;
- whether any part of the order was consumed or discarded.
Keep the affected item and its packaging until our team responds, unless keeping it would be unsafe. Reporting within 24 hours helps us investigate freshness and delivery conditions; it does not limit any non-waivable rights under applicable law.
Replacements and refunds
Once an issue is confirmed, the appropriate remedy may include replacing the affected item, redelivering a missing item, issuing store credit with your agreement, or refunding the affected item or order. The remedy depends on the nature of the issue, product availability, delivery location, and applicable law.
Approved online-payment refunds are submitted to the original payment method within 7 business days. Your bank or payment provider may need additional time to show the amount. Refunds for cash-on-delivery orders will be arranged directly with you. If only part of an order is affected, the remedy will normally apply to that part.
Order cancellations and changes
Contact us immediately if you need to cancel or change an order. We will help if preparation has not started. Because orders may move into baking and preparation quickly, cancellation or changes cannot be guaranteed after preparation begins or after dispatch. If we cancel an order that you already paid for, we will refund the cancelled amount.
Delivery and collection concerns
Check your order when it arrives. If a driver is still present, note any visible damage or missing package immediately. For delayed delivery, an unreachable recipient, or an address problem, contact us so we can review the order status. Delivery charges are refunded when required by law or when the full order is refunded because of an issue caused by us.
Your legal rights
This policy is designed for fresh, perishable food and does not exclude or reduce any rights that cannot be waived under Egyptian consumer-protection law. If any part of this policy conflicts with applicable law, the applicable law will control.
Need help with an order?
Send us your order number and we will review it as quickly as possible.