Shipping policy

Sladko delivers to addresses within the delivery zones listed at checkout. Delivery outside these zones requires prior agreement and confirmation from Sladko.
The Customer must select the correct delivery zone for their address - Zone 1, 2 or 3. The applicable delivery charge is displayed before the order is placed.
If an incorrect zone is selected, Sladko will contact the Customer to confirm the correct charge. Delivery will proceed once the adjustment and payment arrangements have been agreed. If no agreement is reached, the order will be cancelled and the amount paid will be refunded.

Deliveries take place between 12:00 and 17:00, on the dates available for selection in the online store.
Sladko contacts the Customer by telephone to confirm delivery and discuss an estimated delivery window. This window does not guarantee arrival at an exact time and may be affected by traffic, weather or other unforeseen circumstances.
A specific delivery time or deadline, including for an event, is binding only if expressly confirmed by Sladko. Sladko will notify the Customer promptly of any anticipated delay.

The Customer must provide a complete and accurate delivery address, any necessary access instructions and a contact telephone number, and must arrange for the order to be received within the agreed delivery window.
Changes to the delivery address, date or time take effect only after confirmation from Sladko. An address change may affect the delivery charge; any adjustment will be agreed in advance.
If incorrect or incomplete details prevent fulfilment and cannot be clarified following reasonable attempts to contact the Customer, Sladko may cancel the order and refund the amount paid.

If the delivery provider attends the specified address within the agreed delivery window but cannot hand over the order because the Customer is absent, cannot be contacted or has not provided access, the charge for that delivery attempt will not be refunded.
Depending on storage capacity and the products’ shelf life, Sladko may offer collection from the pastry shop or redelivery. Redelivery requires express confirmation from Sladko and an additional delivery charge agreed with the Customer in advance.
Next-day receipt is possible only if that day is a working day for Sladko, the products remain within their shelf life and Sladko has confirmed the arrangement. Sladko does not automatically undertake to redeliver or hold products until the next working day.
If the order remains unreceived for reasons attributable to the Customer, the price of the perishable products already prepared will not be refunded. This provision does not apply where non-receipt results from Sladko’s failure to fulfil its obligations.

Orders placed for collection must be collected from the pastry shop at the address displayed at checkout, on the selected date and during opening hours.
If the Customer misses the selected collection date, they should contact Sladko. Collection may be arranged no later than the following calendar day, provided it is a working day, the products remain within their shelf life and Sladko has confirmed availability.
Products are stored under appropriate conditions until collection. Due to their perishable nature, their freshness and texture may change after the original collection date, while remaining subject to food safety and shelf-life requirements.
After the collection deadline, uncollected perishable products will be discarded. If non-collection is attributable to the Customer, the price of those products will not be refunded.

If a product is missing, incorrect or damaged, the Customer should notify Sladko as soon as possible using the telephone number or email address listed under Contacts, providing the order number, a description of the issue and, where possible, photographs.
Where Sladko is responsible for the issue, a replacement, proportionate price reduction or refund will be provided, as appropriate to the circumstances and applicable consumer rights.
Sladko considers each issue individually, in accordance with the Customer’s statutory rights.

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