1. Shipping & Delivery
Delivery regions, couriers, and dispatch times are shown at checkout:
- Shipping regions: Greece
- Couriers: ACS Courier, Wolt Drive
- Dispatch time (ACS Courier): 1–3 business days
- Dispatch time (Wolt Drive): Same-day dispatch (subject to availability and operating hours)
- Wolt Drive delivery radius: Up to 15 km from our registered address, subject to Wolt Drive operational coverage
Delivery timelines are indicative.
We do not currently offer international retail shipping. International shipments may be arranged exclusively for bespoke or corporate orders (e.g., corporate gifts) following direct written communication and agreement with us.
Temperature-sensitive products: Chocolate is sensitive to heat. We may use protective packaging and may restrict shipments during high temperatures. Chocolates/bonbons will remain protected only until delivery; responsibility for storage and temperature control after delivery lies with the recipient.
Sensitive products – pickup only: Certain sensitive or highly perishable products may not be eligible for courier delivery. Where applicable, this will be clearly indicated at checkout, and such products will be available exclusively for in-store pickup at our registered address.
Recipient availability: Ensure someone is available to receive the parcel. Responsibility for product condition transfers upon delivery.
Failed delivery: If delivery fails due to incorrect address details provided by the customer or recipient unavailability and the parcel is returned to us, any re-shipping costs shall be borne by the customer.
Storage conditions: Unless otherwise stated on the product packaging, chocolate products should be stored in a cool, dry place, ideally between 16°C and 20°C, away from direct sunlight, heat sources, humidity, and strong odours. Refrigeration is not recommended unless specifically instructed, as condensation may affect product quality. Best before dates are indicated on the product packaging and should be respected.
Damage on arrival: If the parcel is visibly damaged, photograph the outer box before opening and contact us within 24 hours of delivery.
2. In-Store Pickup
Orders may be collected from our registered address at Olympou 15, Nikaia, 18454, Greece, during designated pickup hours (as communicated at checkout or by email).
When an order is collected in person, responsibility for the product, including proper storage and temperature control, transfers to the customer at the time of pickup.
Customers are responsible for ensuring appropriate transportation and storage conditions after collection.
3. Returns, Withdrawal & Refunds
In accordance with applicable Greek and EU consumer protection legislation, a 14-day withdrawal right generally applies to distance purchases; however, exceptions apply for perishable goods or goods liable to deteriorate rapidly.
Because our products are food and temperature-sensitive, withdrawal/returns are not accepted once products are dispatched, except where:
- the product is defective,
- the wrong item was delivered, or
- the product arrived damaged.
Claims procedure:
- Contact: nz@nzpastry.com
- Deadline after delivery: 24 hours
- Provide: order number + photos (outer packaging, inner packaging, product)
If the claim is accepted, we may replace the item or refund the paid amount, as appropriate and in line with mandatory law. Approved refunds will be processed within fourteen (14) days using the original method of payment, unless otherwise agreed.
4. Items Damaged in Transit / Defective / Incorrect
If items are damaged in transit or are defective/incorrect, contact us promptly. We may request photos of the damage and packaging to investigate with the courier and packaging process.
The customer must retain the product and all original packaging (outer and inner packaging, labels and contents) until the investigation is completed. We reserve the right to request additional information, photographs or evidence as reasonably necessary to assess the claim.
Claims will be assessed in good faith and in accordance with applicable consumer protection law. Where appropriate, we may liaise with the courier or relevant service provider before confirming the outcome.
Minor aesthetic variations inherent to handcrafted products (including slight differences in decoration, finish, colour tone or positioning) do not constitute defects.
Damage or quality issues resulting from improper storage, handling, temperature exposure, or delay after delivery are not covered.
For safety reasons, if a product appears damaged, compromised, or unfit for consumption upon delivery, you should refrain from consuming it and contact us immediately for guidance.
