Collection, returns and refunds

1. How to collect your order

Once payment is confirmed you receive an e-mail with the order number. When the order has been
prepared we send a second e-mail: from that moment you can collect it from the pickup point
you chose.

Quoting the order number is enough. There is nothing to print.

Someone else can collect the order on your behalf if you give them the number.

2. Where to collect

The pickup points, their addresses and opening hours are published on the Shops page and remain the
current source of information. The point is chosen at checkout.

Orders can also be collected directly from the factory in Porumbeni, Criuleni district.

3. How long preparation takes

The preparation time depends on the point you choose and is shown at checkout: for the factory it is
usually one working day, and for the shops in Chișinău two working days, because the goods are
transported from the factory.

Weekends and public holidays are not counted in this period.

4. How long we hold your order

A paid order is held for 14 calendar days from the date we told you it was ready.

If you cannot collect it within that period, write to [email protected] and we will find
a solution together. We never cancel a paid order without first trying to reach you.

5. Courier delivery

Courier delivery is not available at present. We are working on it and will announce it on the site
when it becomes possible.

6. Returns

Confectionery is sealed food: an opened package can no longer be sold, so returns are possible only
for products with intact, unopened packaging, and for orders that have not been collected. The full
conditions are set out in the Terms and conditions.

If you change your mind before collecting the order, write to [email protected] quoting the order
number. We refund the full amount.

7. Damaged or incorrect goods

If the packaging is damaged, the product does not match the order, or its condition concerns you,
tell us within 48 hours of collection at [email protected], quoting the order number and attaching
a photograph.

We look into it and reply by e-mail. If the complaint is justified, we replace the product or refund
the amount — your choice.

8. Refunds

The amount is refunded to the card you paid with. We initiate the refund within 5 working days of
accepting the request; how long it takes to reach your account depends on your bank.