Returns, Refunds & Delivery Policy

Casa Cannoli Enterprise Ltd – Last updated: August 2026

1. Overview — why our policy is different

Casa Cannoli products are freshly made, perishable food items. For food safety and hygiene reasons, we cannot accept physical returns or exchanges of any product, and returned items cannot be resold.

Because our goods are perishable and liable to deteriorate quickly, the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to them.

This does not affect your legal rights in relation to goods that arrive damaged, spoiled, incomplete, or not as described. Those rights are set out in Section 5 below.

2. Delivery days and cancelling your order

We prepare and dispatch to a fixed schedule.

Online orders have a 48-hour lead time and are delivered on Tuesdays and Fridays:

You choose your delivery date at checkout. Only dates that meet the 48-hour lead time can be selected, so the date shown on your order confirmation is the date we work to.

Amending or cancelling

You can amend or cancel your order free of charge up to the cut-off for your chosen delivery day — midnight Sunday for a Tuesday delivery, or midnight Wednesday for a Friday delivery.

Once that cut-off passes, we begin buying in and preparing to that order: the ricotta filling is made fresh, the box is packed chilled, and a courier slot is booked in your name. From that point, the order cannot be cancelled or refunded, as freshly made perishable goods cannot be resold.

If you place an order within an hour of the cut-off, you have one hour from placing it to cancel.

To amend or cancel, email info@casacannoli.com with your order number.

3. Delivery — your responsibilities

Our courier (DPD) delivers chilled products packed with an ice pack. Because the contents are perishable, delivery works differently from a normal parcel and there are two things we need you to do.

3.1 You must nominate a safe place

When placing your order, you will be asked to nominate a safe place for delivery, or to arrange for someone to be present to receive the parcel.

If you do not nominate a safe place and the courier is unable to hand the parcel to someone at the address, the parcel cannot be returned to us or held at a depot. Perishable food that fails delivery is disposed of by the courier for food safety reasons. In that situation, the order is treated as fulfilled and no refund or replacement can be issued.

Please also make sure the delivery address you give us is complete and accurate, including any building name, flat number, or access instructions. Failed deliveries caused by an incorrect or incomplete address are not eligible for a refund.

3.2 Safe place deliveries are at your own risk

If you nominate a safe place, please choose it carefully — somewhere sheltered, out of direct sunlight, and not accessible to the public where possible.

Once the courier confirms the parcel has been left at the safe place you specified, the order is considered delivered and fulfilled. We cannot accept responsibility for loss, theft, or damage occurring after the parcel has been left in your nominated location, and such orders are not eligible for refunds, replacements, or compensation.

If you would prefer the parcel to be handed to you directly, please do not select the safe place option — arrange instead for someone to be at the address.

3.3 Refrigerate on arrival

Your order contains a freshly prepared ricotta filling. The ice pack is designed to keep it chilled in transit only — it is not a substitute for refrigeration.

The ricotta filling must be moved to a refrigerator as soon as possible after delivery, even if you do not intend to eat it straight away. You will receive a delivery notification from the courier so you know when the parcel has arrived.

If a parcel is left outside for an extended period after delivery, or the filling is not refrigerated promptly and subsequently spoils, we cannot accept responsibility and no refund or replacement will be offered.

3.4 Sending an order to someone else

If you are having an order delivered to another address as a gift, please make sure the recipient knows a chilled parcel is arriving and on what date, and that a safe place has been nominated or someone will be there to receive it. The responsibilities in this section apply to the delivery address, whoever is there.

4. What is not eligible for a refund

To be clear, we are unable to refund or replace an order where:

• You have changed your mind after the cut-off for your delivery day had passed;
• No safe place was nominated and the courier was unable to complete delivery;
• The delivery address supplied was incorrect or incomplete;
• The parcel was left at your nominated safe place and later went missing, was taken, or was damaged;
• The parcel was not collected and refrigerated promptly after delivery;
• The product has been consumed in full, or in substantial part, before a problem was reported;
• The claim is made more than 48 hours after delivery.

5. Problems with your order

We take real pride in what we send out. If something is genuinely wrong, we want to put it right.

If your order arrives damaged, spoiled, incomplete, or not as described, please contact us at info@casacannoli.com within 24 hours of delivery (and in any case no later than 48 hours), including:

1. Your order number;
2. Clear photographs of the product as received, including the packaging and the ice pack;
3. A short description of the problem.

We will review every claim individually. Where a fault on our side is confirmed, we will put it right with either a freshly made replacement, sent on your next available delivery date, or a full or partial refund. We will agree with you which is most appropriate.

Please do not post anything back to us. A replacement is always made fresh and sent out new — we do not operate an exchange or swap service, as returned food cannot be reused.

Photographic evidence is required in all cases. Without it, we are unable to assess a claim or raise it with our courier, and we reserve the right to decline it.

We also reserve the right to decline claims, refuse future orders, or request that a delivery be signed for where we identify a pattern of repeated claims on an account.

6. Refunds

Once a claim is approved, we will confirm this by email. Refunds are issued to the original payment method within 5–10 working days, depending on your bank or card provider.

Late or missing refunds: if you have not received an approved refund after 10 working days, please check your bank account, then contact your card provider or bank, as there is often a processing delay before a refund appears. If it still has not arrived, contact us at info@casacannoli.com and we will follow it up.

Refunds are always issued to the original purchaser and the original payment method, including where the order was delivered to someone else.

Delivery charges are refunded only where the entire order was at fault.

7. Discounted and sale items

Discounted, promotional, and sale items are covered by Section 5 in the same way as full-price items if they arrive damaged, spoiled, or not as described. They are not otherwise refundable.

8. Need help?

Email info@casacannoli.com with your order number and we will get back to you as quickly as we can.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.