DELIVERY, RETURNS & POST-DELIVERY SUPPORT POLICY

1. Order Cancellation

PASTRYBOOKS allows the CUSTOMER to cancel an order, in full or in part, free of charge, provided the cancellation request is communicated before the order has been processed and handed over to the carrier.

Once the order has been processed and dispatched, cancellation is no longer possible. In this case, the CUSTOMER will receive the order and may exercise the return right in accordance with the Return Procedure below. Any return shipping costs will be borne by the CUSTOMER.

2. Post-Delivery Confirmation & Support

Following delivery confirmation by the carrier, PASTRYBOOKS will send an automated post-delivery notification to the CUSTOMER.

If there is any issue with the delivery, the CUSTOMER is required to notify PASTRYBOOKS within 7 calendar days of delivery using one of the following channels:

• the post-delivery assistance form linked in the delivery confirmation email, or
• by contacting us directly at hello@pastrybooks.com

If no notification is received within this 7-day period, the delivery will be considered completed and accepted.

This process allows PASTRYBOOKS to assist promptly and resolve delivery-related issues efficiently.

3. Return Procedure (Right of Withdrawal)

Except for digital products (which cannot be returned once accessed or downloaded, in accordance with applicable law), the CUSTOMER has the right to return physical products within 14 calendar days from the date of receipt.

To initiate a return, the CUSTOMER must:

1. Notify PASTRYBOOKS within the 14-day period by email at hello@pastrybooks.com
2. Await confirmation and return instructions, including the warehouse address

Return requests submitted outside this timeframe may not be approved.

The CUSTOMER is responsible for all return shipping costs. Only door-to-door returns can be accepted.

Returned products must be:

• unused
• in the same condition as received
• in original packaging
• accompanied by all accessories, inserts, or promotional items

Upon receipt, the returned products will be inspected. If the products have not been devalued, the refund will be processed using the original payment method, as soon as reasonably possible.

4. Damaged Products

If a product arrives damaged, the CUSTOMER is entitled to request either:

• a partial refund corresponding to the damage, or
• a replacement of the product

To allow us to assess the situation, the CUSTOMER must contact hello@pastrybooks.com and provide the following information:

1. Order number
2. Date of receipt
3. Description of the damage
4. Clear photos showing:

• A photo of the damaged merchandise, inside original box, with all of the original cushioning. The picture should show the placement of the merchandise and internal packaging inside the box (e.g., bubble wrap, Styrofoam, peanuts, cardboard dividers, etc.)
• A close-up photo of the shipping label with the tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z)
  
• One photo showing any damage to the outside of the package. Preferably this photo will also show two or three sides of the package along with the damage
  
  If the damage renders the book unusable, a replacement will be sent at no additional cost to the CUSTOMER.

5. Incorrect Product Delivered

If the CUSTOMER receives a product different from what was ordered, PASTRYBOOKS will:

• arrange the collection of the incorrect product, and
• ship the correct product as soon as possible,

at no additional cost to the CUSTOMER.

6. Shipments Returned to Sender (Address Issues / Unavailable Recipient)

CUSTOMERS are responsible for providing a complete and accurate shipping address at checkout and for monitoring delivery progress with the local carrier.

PASTRYBOOKS provides tracking numbers and links (where available) to enable delivery follow-up.

If a shipment is returned to PASTRYBOOKS due to:

• incorrect or incomplete address
• recipient unavailable
• failure to respond to the carrier

PASTRYBOOKS cannot be held responsible for re-shipping or refunding the order.

If the CUSTOMER requests re-shipment, it can be arranged at the CUSTOMER’s expense.

7. Contact Information

For any questions regarding delivery, returns, or cancellations, the CUSTOMER may contact PASTRYBOOKS at:

📧 hello@pastrybooks.com
📞 +40 773 797 075

Last updated 06/01/2026