Returns and Refunds Policy
Last updated: 22 September 2026
We want every order to arrive as it should: delicious, carefully packed and ready to enjoy. Because many of our products are food items and may be perishable, our returns process is designed to protect food safety while respecting your rights under applicable South African consumer-protection law.
1. Change-of-mind returns
We generally cannot accept returns or offer refunds for a change of mind after an order has been delivered, particularly for food products that have been opened, handled, refrigerated or otherwise removed from our control. This includes tiramisu and other fresh or perishable goods.
2. Tiramisu pre-orders
Tiramisu is coming soon and is not yet available to order. Once launched, it will be prepared in limited small batches. Once a batch has been confirmed, pre-orders will not be cancelled or refunded, as ingredients and production will have been committed to your order. This does not affect your rights if an order is incorrect, unsafe, damaged, defective, or otherwise fails to meet the requirements of applicable law.
3. Incorrect, damaged or quality-related orders
If you receive the wrong product, a product that is visibly damaged on arrival, or have a genuine quality or food-safety concern, please contact us within 24 hours of delivery at hello@arianefrydman.com.
Please include:
Your order number;
A short description of the issue;
Clear photographs of the product, packaging and any relevant label information; and
Where possible, the product and packaging kept aside for assessment.
We may ask for further information so that we can investigate fairly and promptly.
4. Resolution
If we confirm that a product was incorrect, damaged, unsafe, defective or not of acceptable quality, we will offer an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may be a replacement, store credit or refund.
Approved refunds are returned to the original payment method where possible. Processing times may vary depending on your bank or payment provider.
5. When a refund may not be available
A refund may not be available where the issue resulted from incorrect storage, misuse or failure to follow product instructions; the product was left unattended or not refrigerated after delivery; the product has passed its use-by date before being reported to us; the concern is raised outside the 24-hour reporting window without a reasonable explanation; or the issue is unrelated to the condition, quality or correctness of the product when delivered.
Nothing in this policy limits rights that cannot lawfully be excluded under South African consumer-protection law.
6. Contact us
To request help with an order, email hello@arianefrydman.com with your order number and details of the issue.