Shipping Policy

This Shipping Policy applies to orders placed with Memas Dessert. It should be read together with our Refund Policy and Terms of Service.

1. Order processing and fulfilment

Orders are normally prepared for dispatch after payment confirmation and subject to product availability.

Any processing or delivery time shown on our website, at checkout or in an order confirmation is an estimate unless we expressly agree a binding delivery date.

Because we sell food products and receive fresh product batches, fulfilment may occasionally be affected by availability, quality-control checks or operational circumstances.

If a material delay occurs, we will provide an update where reasonably possible.

2. Shipping destinations, rates and estimated delivery times

Available shipping destinations, services and prices are displayed at checkout.

Shipping charges depend on the destination, parcel details and selected shipping service.

Typical carrier transit estimates after dispatch are approximately:

• 1–3 business days within Germany
• 3–7 business days for many European destinations

International transit times may be longer.

These are estimates and not guaranteed delivery dates unless expressly stated otherwise.

Weekends, public holidays, customs procedures, carrier disruption, weather and other circumstances can affect delivery.

3. Food products and temperature sensitivity

Our assortment includes confectionery, chocolate products, biscuits and baked goods.

Some products are sensitive to heat, temperature fluctuations, humidity, storage conditions and prolonged transport.

We package orders with reasonable care for normal transportation.

Customers should monitor tracking information and arrange prompt receipt or collection of food parcels.

After delivery or collection, products should be stored in accordance with the product information and appropriate storage conditions.

Mandatory statutory rights relating to defective or damaged goods remain unaffected.

4. Tracking and carrier notifications

When tracking is available, tracking information is sent after the shipment is created or dispatched.

Carrier tracking can require time to update after the shipping label is generated.

You are responsible for providing accurate contact and delivery information and for reasonably monitoring tracking and carrier delivery notifications.

5. Customer delivery instructions and redirections

Depending on the carrier, you may be able to:

• change the delivery date;
• redirect the parcel to a parcel shop, branch or access point;
• request delivery to a neighbour or alternative location; or
• provide other delivery instructions.

Where you actively request a delivery change or redirection, the carrier’s records and the consequences of that instruction may be considered when assessing a failed delivery, delay or voluntary cancellation request.

If a delivery instruction causes actual additional or non-refundable carrier costs, we reserve the right to claim or take those costs into account to the extent permitted by applicable law.

Mandatory statutory consumer rights remain unaffected.

6. Parcel shops, branches and pickup points

If delivery at the address is unsuccessful, the carrier may redirect or deposit the parcel at a parcel shop, branch, access point or other authorised pickup location.

You are responsible for collecting the parcel within the carrier’s collection period.

Failure to collect a parcel does not automatically constitute cancellation or withdrawal.

If a parcel is returned because it was not collected and the failed collection is attributable to the customer, actual additional return or carrier costs may be claimed or taken into account to the extent permitted by applicable law.

Food parcels returned after extended transport or carrier storage may no longer be suitable for resale because their storage and temperature history cannot be verified.

7. Refused deliveries

Refusing delivery is not a substitute for clearly notifying us of cancellation or withdrawal where such a right applies.

If delivery is unjustifiably refused and the parcel is returned, actual additional carrier, return transport or handling costs caused by the refusal may be claimed or taken into account to the extent permitted by applicable law.

8. Incorrect or incomplete delivery addresses

Customers must provide a complete and accurate delivery address.

Please check the recipient name, street, house number, postal code, city and country before completing the order.

If a parcel cannot be delivered or is returned because the address supplied by the customer is incorrect, incomplete or inaccessible, we reserve the right to claim actual additional shipping, return or reshipment costs caused by the incorrect information, to the extent permitted by applicable law.

Where reshipment is requested, applicable additional shipping costs may need to be paid before the parcel is shipped again.

9. Customs, import duties and taxes

For deliveries to destinations where customs or import formalities apply, the recipient may be required to provide information to customs or the carrier and may be responsible for import duties, taxes or other charges imposed by the destination country, unless checkout expressly states otherwise.

Customs processing can delay delivery.

Customers are responsible for complying with applicable import requirements in the destination country.

10. Delayed shipments

If a shipment is delayed, please first check the latest carrier tracking information.

Carrier transit delays do not automatically mean that a parcel is lost.

Where a delivery problem is reported, we may contact the carrier and open an investigation.

This does not limit any mandatory statutory rights.

11. Lost, damaged, incorrect or missing goods

If a parcel appears lost or goods arrive damaged, defective, incorrect or incomplete, contact us promptly at support@memasdessert.com with your order number and details of the issue.

Please check your delivery promptly after receipt. Because our food products are sensitive, we ask you to report apparent quality concerns or product defects to support@memasdessert.com within 24 hours of receiving the package. If a defect only becomes apparent later, please report it promptly after discovery.

To help us assess your complaint, please provide:

• Your order number, the names and quantities of the affected products, and which packages have been opened.
• A detailed description of the problem and when you first noticed it.
• Clear photos of the affected products and their packaging; for suspected transport damage, also include photos of the outer and inner shipping packaging.
• How and where the products have been stored since receipt, whether and when they were refrigerated, the storage temperature in °C, and any time spent outside refrigeration. If the temperature was not measured, please provide an approximate value and identify it as an estimate.
• Where reasonably possible, a photo of the relevant storage area, such as the refrigerator shelf or storage container. Please limit the photo to that area and avoid including people or private information.

Please continue to store the products according to the instructions on their packaging. Prompt reporting and this information help us assess their condition at delivery and any effects of subsequent storage. Missing photos or information, or reporting after 24 hours, will not automatically exclude a complaint. Mandatory statutory rights relating to defective goods remain unaffected.

We will assess the circumstances and provide an appropriate solution in accordance with applicable law.

Depending on the case, this may include replacement, partial refund or full refund.

12. Returns and cancellations

Cancellation, withdrawal, refused deliveries and returned food parcels are governed by our Refund Policy.

Please do not return food products without prior written instructions from us.

13. Contact

For shipping questions or delivery problems, contact support@memasdessert.com and include your order number.