Order &
Cancellation Terms

About these terms

These terms apply to pastry boxes, celebration cakes, catering and other made-to-order products supplied directly by Julio Ferreira Pâtisserie & Co.

Orders placed through an independent third-party platform, such as solo.quando, may also be subject to that platform’s terms and conditions. Where there is a conflict concerning the platform’s reservation or payment process, the relevant platform terms apply.

Enquiries and order confirmation

Submitting an enquiry through the website, email, WhatsApp or social media does not create a confirmed order.

After discussing the customer’s requirements, we will provide written confirmation of the agreed products, quantities, price, collection or delivery arrangements and any other relevant details.

An order is confirmed only when:

• The customer has approved the order details and price in writing.
• The required 50% deposit has been received.

Until both conditions are met, availability is not reserved.

Ordering notice

For orders serving up to 10 people, customers should normally enquire at least three days before the requested collection or delivery date.

For orders serving more than 10 people, customers should normally enquire at least seven days in advance.

Complex celebration cakes, personalised designs, large catering orders or orders requiring special ingredients may require additional notice.

All orders remain subject to availability. Providing the recommended notice does not guarantee that an order can be accepted.

Prices and quotations

Prices are stated in Swiss francs unless otherwise indicated.

The final price depends on the products, quantities, design, ingredients, complexity, delivery requirements and other details of the order.

Any delivery charge will be calculated and quoted separately according to the location, timing, order size and delivery requirements.

A quotation is valid for the period stated in the quotation. If no validity period is stated, the quotation remains subject to availability until the deposit is received.

Payment

A deposit of 50% of the total agreed price is required to confirm the order.

The remaining 50% is payable on or before the agreed collection or delivery, using the payment method confirmed with the customer.

The order may not be handed over until the full balance has been paid.

Changes to an order

Requests to change flavours, quantities, design, decoration, guest numbers, delivery details or other order specifications will be considered individually.

Whether a change is possible depends on:

• The type and complexity of the order.
• How soon the request is made.
• Ingredients and materials already purchased.
• Preparation work already completed.
• Production capacity and availability.

A requested change is not accepted until it has been confirmed by us in writing.

Changes may affect the final price, preparation time or collection and delivery arrangements. Any additional cost will be communicated before the change is approved.

Customer cancellations

Cancellations must be made in writing by email or another agreed written communication channel.

If the customer cancels more than seven full calendar days before the agreed collection or delivery date, any deposit paid will be refunded in full.

If the customer cancels seven calendar days or fewer before the agreed collection or delivery date, the 50% deposit will be retained.

The deposit covers time reserved for the order, planning, administration, ingredients, materials and preparation work.

Collection

Customers must collect their order within the agreed collection window.

If a customer expects to be late, they should contact us as soon as possible. We may try to arrange another time or date, but this cannot be guaranteed and will depend on our availability and the remaining quality and safe storage life of the product.

If an order is not collected on the agreed day:

• The deposit remains non-refundable.
• A new collection time may be offered where reasonably possible.
• We cannot guarantee the product’s original appearance, texture or quality after the agreed collection period.
• If the product has been completed specifically for the customer, the remaining balance remains payable.

Perishable products cannot always be stored safely or at their intended quality for collection on another day.

Delivery

Delivery may be arranged for an additional charge agreed before the order is confirmed.

The customer must provide complete and accurate delivery information and ensure that someone is available to receive the order at the agreed place and time.

Delivery times are estimates and may be affected by traffic, weather, access restrictions or circumstances outside our reasonable control. We will communicate any significant delay as soon as reasonably possible.

If delivery cannot be completed because the address is incorrect, access is unavailable or nobody is present to receive the order, an additional delivery charge may apply. Redelivery cannot be guaranteed.

Product appearance and handmade variations

All products are handmade. Minor variations in colour, shape, size, decoration and finish are natural and do not constitute a defect.

Reference photographs are used as creative guidance. Exact duplication cannot always be guaranteed.

Seasonal ingredients and substitutions

Some fruits, flowers, decorations and ingredients are seasonal or subject to supplier availability.

If an agreed ingredient or decorative element becomes unavailable, we will contact the customer and propose a suitable alternative.

No material substitution will be made without the customer’s approval.

If no acceptable alternative can be agreed, we may remove the affected item and refund the corresponding amount, or cancel and refund the affected order where necessary.

Storage and handling

Storage, transport and serving instructions will be provided where appropriate.

Once an order has been collected or successfully delivered, the customer is responsible for its safe transport, storage, refrigeration, handling and timely consumption.

We are not responsible for deterioration, melting, damage, contamination or loss of quality caused by incorrect handling, unsuitable transport, improper storage or failure to follow the provided instructions after handover.

Problems with an order

Any concern involving damage, an incorrect item or product quality must be reported within 24 hours of collection or delivery.

The customer should provide:

• A description of the problem.
• Clear photographs of the product and packaging.
• Relevant information about transport, storage and handling.

We will review the concern fairly and may offer an appropriate remedy depending on the circumstances. This may include a replacement, partial refund, full refund or another reasonable solution.

The affected product should not be discarded before we have had a reasonable opportunity to assess the concern, unless keeping it would be unsafe.

Nothing in these terms limits any mandatory rights available under Swiss law.

Cancellation by us

In rare circumstances, illness, equipment failure, ingredient availability, emergencies or events outside our reasonable control may prevent us from fulfilling an order.

If this happens, we will inform the customer as soon as reasonably possible.

The customer may choose between:

• Moving the order to another mutually agreed date.
• Receiving a full refund of all amounts paid for the affected order.

Our responsibility in these circumstances is limited to the amount paid for the affected order, to the extent permitted by law.

Third-party orders

Products may occasionally be offered through third-party platforms such as solo.quando.

Reservations, platform accounts, payment processing and refunds handled by the platform are governed by the platform’s own terms.

Customers should review the relevant platform terms before making a reservation. Questions concerning the preparation, allergens or collection of our products can be directed to us.

Personal data

Personal data submitted during an enquiry or order will be handled according to our Privacy Policy.

Applicable law

These terms and any direct agreement with Julio Ferreira Pâtisserie & Co. are governed by Swiss law.

Any mandatory consumer rights and legally protected places of jurisdiction remain unaffected.

Contact

Questions about these terms or a specific order can be sent to: