Frequently asked questions
How do I place a custom order?
We love creating custom cakes, pastries, and catering platters for special occasions! Please contact us at least 2 weeks in advance with your requirements, including event date, guest count, dietary preferences, and design ideas. Our pastry team will work with you to create something truly special.
What are your allergen and ingredient policies?
We work with common allergens including nuts, dairy, gluten, and eggs. While we offer gluten-free and dairy-free options, we cannot guarantee a completely allergen-free environment. Please review product descriptions carefully and contact us with any specific allergies or dietary restrictions before ordering.
How quickly can I get my order delivered?
Standard orders are prepared and shipped within 2 business days. Fresh items like cakes and pastries are made to order to ensure peak freshness. For custom orders, we require a minimum of 2 weeks notice. Express delivery options may be available for local orders—please contact us for details.
Are your products made fresh?
Absolutely! All our cakes, pastries, and desserts are handcrafted fresh in our kitchen using premium ingredients. We bake to order to guarantee the highest quality and freshness. Our sandwiches and canapés are also prepared fresh daily.
Do you offer bulk orders for events?
Yes! We specialize in catering for corporate events, weddings, and celebrations. We offer custom catering platters featuring our signature pastries, sandwiches, and canapés. For bulk orders, please contact us directly to discuss pricing and availability.
Delivery and cancellation policy
Delivery
Delivery times are estimates and may vary with traffic, driver routes, weather or other external circumstances. Raffinato is responsible for the condition of your order until it is handed over to you. For self-pickup orders, responsibility transfers to you once the order leaves our premises.
After handover, please keep products refrigerated between 0°C and 5°C, away from direct sunlight and high temperatures, and enjoy them within the recommended timeframe.
Cancellation
Cancellation requests are assessed against the scheduled pickup or delivery date:
- Within 48 hours of the scheduled date: no refund and no credit note.
- Within 1 week of the scheduled date: credit note only.
- More than 1 week before the scheduled date: full refund, issued 1 month from the date of the cancellation request.
- All deposit amounts are non-refundable.
Custom-made products, cakes and special orders cannot be cancelled or returned once preparation has started. Orders are freshly prepared and cannot be resold on short notice.
To cancel or amend an order, please contact us as early as possible. Full details are in our Refund policy and Shipping policy.
Policy
Deposit is nonrefundable and non transferable