Terms of service
Last updated: 12 October 2026
1. General Provisions and Seller Information
These Terms and Conditions govern orders and purchases through sladkopastry.com, operated by:
- Company: Sladko OOD
- Company registration number: 207467065
- VAT number: BG207467065
- Registered office, business and correspondence address: Bulgaria, Sofia, Iskar District, Tsarigradski Complex, Building 281, Entrance V
- Pastry shop: Bulgaria, Sofia, 44 Tsar Samuil Street
- Phone: +359 888 666 432
- Email: contact@sladkopastry.com
Representatives: Irina Bachvarova and Ivan Stanev
By placing an order, the Customer accepts the Terms and Conditions applicable to that order. Browsing the website does not create an obligation to purchase.
2. Products and Orders
Product characteristics, available options and prices are provided on the respective product pages. The ingredients and allergens of each food product are described on its product page.
Handmade products may have minor variations in decorative details and colours compared with the images, without changing their agreed essential characteristics or quality.
Orders can be placed without registration. The Customer selects the products, enters contact and delivery or collection details, selects a payment method and completes the order using a button indicating an obligation to pay. Before doing so, the Customer can review and correct the information entered.
The Customer is responsible for the accuracy of the information provided. The contract is concluded when Sladko confirms acceptance of the order by email.
If we cannot supply an ordered product, we will notify you promptly and refund the amount paid for it. Substitution with another product requires your consent.
Orders can be placed in Bulgarian or English. Order information is stored electronically and can be requested by email. These Terms and Conditions can be saved or printed.
3. Prices and Payment
All selling prices are in euros and include VAT. The applicable delivery charge and total amount payable are displayed before the order is completed.
Payment is made using the methods available at Checkout.
Subsequent price changes do not affect contracts already concluded.
4. Delivery, Collection and Storage
Delivery availability for the address entered, charges, and available delivery or collection dates and time windows are displayed at Checkout. General rules are provided on the “Delivery” page.
Delivery outside the areas we serve and delivery at a specific time are available only by prior arrangement and express confirmation from Sladko.
Changes to the address, date or contact details are accepted only after express confirmation from us.
If delivery is unsuccessful for reasons attributable to the Customer:
- The charge for the delivery attempt is non-refundable.
- Redelivery requires express confirmation and an additional charge agreed in advance.
- If prepared perishable food products are not received or collected for reasons attributable to the Customer, their cost is non-refundable.
These rules do not limit the statutory right of withdrawal for products to which it applies.
For deliveries arranged by Sladko, we are responsible for appropriate transport and the condition of the products until they are handed over to the Customer. When collecting an order, please follow the transport instructions provided.
After receipt, please follow the instructions for storage and consumption within the stated shelf life of food products, as well as the instructions for use.
5. Cancellation, Changes and Right of Withdrawal
Perishable Food Products
The standard 14-day right of withdrawal does not apply to products that may deteriorate rapidly or have a short shelf life, in accordance with Article 57, point 4 of the Bulgarian Consumer Protection Act.
Orders for such products may be cancelled at least 24 hours before the start of the agreed delivery window or the agreed collection time. If no specific collection time has been agreed, the deadline is calculated from the start of the collection window on the selected date.
After this deadline, including for same-day orders, cancellation at the Customer’s request is not possible. This does not limit rights relating to non-conformity or failure to fulfil the contract.
Other Products
For products not covered by a statutory exception, consumers have the right to withdraw from an online purchase without giving a reason within 14 days of receiving them.
To withdraw, notify us by an unequivocal statement sent by email or to our correspondence address. You may use the form at the end of these Terms and Conditions, but this is not mandatory.
Return the products without undue delay, within 14 days of notifying us, to: Sofia, 44 Tsar Samuil Street. The direct costs of returning products when exercising the right of withdrawal are borne by the consumer.
The consumer is responsible for any diminished value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
The right of withdrawal does not apply to clearly personalised products or products made to individual specifications, or where another statutory exception applies.
Order Changes
Changes are subject to availability and the stage of order preparation and require express confirmation from Sladko. To cancel or change an order, contact us through the contact form, by email or by phone.
6. Complaints and Refunds
Please check your order upon receipt. If you discover a missing, incorrect or damaged product, or another non-conformity, contact us immediately after discovering it. To help us review the issue promptly, provide an order number or proof of purchase, a description and photographs where possible.
We review each case according to the circumstances and the Customer’s statutory rights. For valid complaints, statutory remedies apply: replacement, repair where applicable, a proportionate price reduction or a refund, subject to the relevant conditions. Necessary costs of resolving a valid complaint are borne by Sladko.
When a cancellation is accepted, we refund the amount paid for the cancelled order.
When the statutory right of withdrawal is exercised, we refund the payments due, including applicable standard delivery costs, within 14 days of notification. Additional costs for a more expensive delivery option compared with the least expensive standard option offered are not refunded.
We may withhold the refund until we receive the products.
Refunds are made using the original payment method unless another method is expressly agreed, at no additional cost to the Customer. For cash payments, the refund method is agreed with the Customer. The time required for the refund to appear depends on the bank or payment provider.
Further information is available on the “Complaints, Order Cancellations and Refunds” page.
7. Personal Data and Cookies
Information about personal data processing, the use of Shopify, Google Analytics and Meta Pixel, marketing messages and your rights is provided in the Privacy Policy.
Non-essential cookies and similar technologies are used with your consent. You can manage your choices through the website’s cookie settings.
8. Copyright
Website content is owned by Sladko OOD or used with permission from the respective rights holders. Copying, distributing or using it without permission is prohibited, except as permitted by law.
9. Changes and Applicable Law
The current Terms and Conditions are published on this page. Each order is governed by the version accepted when the contract was concluded. Subsequent changes do not alter contracts already concluded without the Customer’s consent, unless otherwise required by law.
Bulgarian law applies, without limiting mandatory consumer rights under applicable law.
If a dispute arises, contact us so that we can seek a resolution. If no agreement is reached, the dispute may be referred to the competent court.
These Terms and Conditions do not limit the Customer’s statutory rights.
