Delivery and Collection Policy for Da Nonna Lucia

Last updated: 12.04.2026

This Delivery and Collection Policy applies to orders placed with Da Nonna Lucia (“we”, “us”, “our”). It explains how delivery, collection, and handover of our products work.

1. Contact

Email: [email protected]

Phone: +44 7344 574634

2. General Delivery and Collection Policy

Depending on the product, order size, and location, we may offer:

• collection by pre-arranged time

• local delivery, where available

• delivery for selected larger, wholesale, or event orders, where agreed in writing

Availability of collection or delivery will be confirmed at the time of ordering.

3. Collection Details

Collection is available by pre-arranged time only.

Your collection time and collection location will be confirmed in writing as part of your order confirmation.

Please do not arrive significantly earlier or later than your agreed collection time unless you have contacted us and we have confirmed a change.

4. Delivery Details

Where delivery is offered, delivery availability, delivery fees, and estimated delivery windows will be confirmed in writing before or at the time of order confirmation.

Delivery times are estimates unless we have specifically agreed a fixed time in writing.

You are responsible for ensuring that:

• the delivery address is correct

• access instructions are accurate

• someone is available to receive the order where required

If delivery cannot be completed because of incorrect information, no access, or no one being available to receive the order where necessary, we may treat the delivery attempt as completed and additional charges may apply for re-delivery.

5. Perishable Products and Time-Sensitive Orders

Our gelato, desserts, and other food items are perishable and may be time-sensitive due to temperature control, storage, and product quality requirements.

For this reason:

• collection and delivery times matter

• delays may affect product quality

• we may not be able to hold products for extended periods

• we may not be able to re-deliver or re-prepare an order without additional cost

6. On-Time Collection and Missed Collections

If you are late or miss your agreed collection time:

• we may not be able to hold your order for a long period

• where we can store it safely, we may offer an alternative collection time, but this is not guaranteed

• if the order cannot be stored safely or product quality may be affected, the order may be treated as fulfilled and may not be refundable

7. Handover and Transfer of Risk

For collection orders, risk transfers to you once the order has been handed to you or your representative.

For delivery orders, risk transfers to you once the order has been delivered to the delivery address provided and handed over, left in accordance with your instructions, or otherwise deemed delivered under the agreed arrangements.

8. Storage, Transport, and Handling After Handover

Once the order has been collected or delivered, you are responsible for safe storage, transport, and handling.

We recommend:

• keeping products level and secure during transport

• avoiding unnecessary delay before refrigeration or serving, where relevant

• keeping products away from heat and direct sunlight

• following any storage or serving instructions we provide

We are not responsible for deterioration, melting, damage, or reduced quality caused by improper storage, transport, handling, or delay after handover.

9. Changes to Collection or Delivery Arrangements

If you need to change your collection time, delivery date, delivery address, or other fulfilment details, contact us as early as possible.

Changes are subject to availability and may not be possible at short notice. Additional charges may apply where changes create extra cost or disruption.

10. Delivery Limitations

We reserve the right to refuse or limit delivery where necessary, including due to:

• distance

• weather conditions

• timing constraints

• access issues

• order size

• product suitability for transport

• operational capacity

Where delivery is not possible, collection may be offered instead.

11. Event and Wholesale Orders

Separate delivery, setup, storage, timing, and collection arrangements may apply to event, catering, or wholesale orders. These details will be confirmed in writing as part of the booking or order process.

12. Changes to This Policy

We may update this policy from time to time. The latest version will apply to new orders placed after the updated date.