Terms of service

Terms of Service

1. Order Lead Time

  • 48-Hour Lead Time: All orders require a 48-hour lead time, subject to production capacity.
  • Freshly Baked Goods:
    • 2-day lead time.
    • Available for local delivery on Tuesdays, Fridays, and Saturdays only.
  • Cutoff Times:
    • Sunday at 12:00 AM for Tuesday deliveries.
    • Wednesday at 2:00 PM for Friday deliveries.
    • Thursday at 2:00 PM for Saturday deliveries.

2. Product Information and Allergens

  • Allergens: Products may contain allergens (e.g., milk, wheat, nuts, etc.).
    • Dough Couture is not responsible for adverse reactions to ingredients.
  • Product Differences: Products may vary slightly from website photos.

3. Complaints and Returns

  • Complaints: Must be reported within 48 hours of receiving your order.
    • Complaints will be assessed on a case-by-case basis.
  • Returns:
    • Must return products in original condition to the store within 48 hours for a full refund.
    • We cannot collect products from you.
  • Refund Eligibility: Refunds will not be given for orders that do not meet these conditions.

4. Refund Policy

  • Cancellations:
    • More than 2 days before delivery: Refund available, subject to a 2% admin fee.
    • Less than 2 days before delivery: Store credit issued instead of a refund.
  • Quality Control Issues or Failure to Deliver: No admin fee for refunds in these cases.
  • Refund Processing Time: Refunds take up to 10 business days to process.

5. Local Delivery and Shipping

  • Local Delivery: Available for freshly baked goods in Pretoria, Johannesburg, and surrounding areas only.
    • Freshly baked goods are not eligible for shipping.
  • Other Products: Shipped nationwide via standard courier services.
  • Delivery Times: Between 9:00 AM and 5:00 PM on the delivery date.
    • If no one is home, the driver will attempt contact and wait for 10 minutes before leaving.
    • If undelivered, the package will return to our store in Moreleta Park.
    • Delivery fees are non-refundable, and redelivery is not available.

6. Collection Policy

  • Collection Time: Orders will be ready by 9:00 AM on the designated collection day.
  • Collection Deadline: Orders must be collected within 24 hours of the collection date.
    • Failure to collect will result in loss of the order without a refund.

7. Personal Information Protection

  • Privacy Compliance: We comply with the Protection of Personal Information Act (POPIA).
    • We only collect necessary customer information and take reasonable steps to protect it from unauthorized access.

8. Communication Preferences

  • You may opt out of receiving promotional and product-related emails at any time.

9. Cookies and User Tracking

  • Cookies: Small text files placed on your device to enhance your experience.
    • Cookies do not contain personal information but help us associate you with a device.
    • We use cookies to:
      • Improve user experience.
      • Personalize your interactions.
      • Send marketing communications (if you are not a registered user).
    • By using our platform, you consent to our use of cookies.

10. Liability Disclaimer

  • Once a product has been collected or delivered, we are not responsible for any damage incurred during transportation, setup, or similar circumstances.

11. Agreement to Terms

  • By placing an order with Dough Couture, you agree to these terms and conditions.