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Terms and Conditions for Da Nonna Lucia
Last updated: 12.04.2026
These Terms and Conditions (“Terms”) apply to your use of danonnalucia.co.uk (the “Website”) and any products, orders, collection services, delivery services, wholesale supply, event supply, and related services provided by Da Nonna Lucia (“we”, “us”, “our”).
By using the Website, placing an order, making an enquiry, requesting a quote, or booking services with us, you agree to these Terms.
1. Contact
Email: [email protected]
Phone: +44 7344 574634
2. Our Services
Da Nonna Lucia provides artisan gelato, desserts, and related food products. We may also offer:
retail orders
collection services
delivery services, where available
event catering or event supply
wholesale supply to businesses
Availability, flavours, lead times, pricing, minimum order quantities, delivery areas, and service options may vary and will be confirmed at the time of order or booking.
3. Orders, Quotes, and Acceptance
Any quote, estimate, menu, or product availability information we provide is subject to confirmation and may change before acceptance.
An order or booking is only accepted when we confirm it in writing, or when payment or deposit has been successfully processed and we issue confirmation.
We may decline an order where necessary, including for capacity reasons, ingredient availability, location limits, or insufficient notice.
If we cannot fulfil an order that we have already accepted and paid for, we will refund the amount paid, subject to any lawful deductions where costs have already been reasonably incurred and disclosed.
4. Your Responsibilities
You are responsible for providing accurate information when ordering or making an enquiry, including where relevant:
your full name
contact details
billing and delivery details
collection details
event details
requested products and quantities
dietary requirements and allergen information
an on-the-day contact number, where relevant
You must check your confirmation carefully. If any detail is wrong, tell us as soon as possible. Requested changes after confirmation may not be possible and may result in extra charges.
5. Pricing and Payment
All prices are shown in GBP.
Where applicable, VAT or other charges will be stated at checkout, on invoice, or in writing.
Full payment may be required at checkout for retail orders.
For larger orders, event bookings, or wholesale orders, we may require a deposit or staged payment.
Orders are not secured until any required payment has been received.
Payments may be processed through third-party providers. We do not usually store full card details ourselves.
6. Product Availability and Substitutions
Our products are made in batches and may be seasonal or subject to ingredient supply. We reserve the right to withdraw, amend, or substitute a product, ingredient, flavour, garnish, or packaging where reasonably necessary.
If a substitution is significant, we will aim to contact you before fulfilment where practical.
7. Collection and Delivery
Collection
Where collection is offered, the collection date, time, and location will be confirmed in writing.
You are responsible for collecting your order at the agreed time. If you fail to collect on time, we may be unable to store the products safely or maintain quality. In such cases, the order may be treated as fulfilled and may not be refundable.
Delivery
Where delivery is offered, delivery times are estimates unless expressly agreed otherwise.
You are responsible for ensuring that:
the delivery address is accurate
someone is available to receive the order where required
access instructions are clear
We are not liable for delays or failed delivery caused by incorrect information, access problems, or circumstances outside our reasonable control.
Risk in the products passes to you on collection or successful delivery.
8. Changes to Orders
If you want to change an order, contact us as early as possible.
Changes are subject to:
availability
preparation status
staffing and scheduling
ingredient procurement already undertaken
We may refuse changes requested too close to fulfilment. Where changes increase our costs, we may charge the difference.
9. Cancellations and Refunds
Because many of our products are food items, made to order, perishable, or prepared specifically for a customer or event, cancellation and refund rights may be limited once preparation, procurement, or production has started. UK rules on online cancellation generally provide a 14-day cancellation period for many distance sales, but exceptions can apply, including for some perishable and bespoke items.
Retail food orders
If you wish to cancel, contact us as soon as possible.
If preparation has not started and ingredients have not been committed, we may offer a full or partial refund.
If the order is for perishable goods, made-to-order items, custom products, or goods prepared specifically for your request, cancellation rights may be restricted once work has started.
Any deduction or cancellation charge must be fair and proportionate to actual losses reasonably incurred.
Event, catering, and wholesale orders
Deposits may be required to secure dates, stock, staffing, or production.
Unless otherwise stated in writing, deposits are generally non-refundable once planning, ingredient ordering, or production scheduling has begun.
If you cancel after we have incurred costs, we may retain or charge an amount that is fair and proportionate to those actual losses.
Faulty, damaged, or incorrect items
Nothing in these Terms affects your legal rights if products are faulty, unsafe, not as described, or supplied incorrectly.
If there is an issue with your order, contact us as soon as possible and ideally within 24 hours of collection or delivery, with photos and details where relevant.
Where we accept that we are at fault, we may offer, depending on the situation:
a replacement
a partial refund
a full refund
store credit
10. Allergens and Dietary Information
You must tell us about any allergies or dietary requirements before placing your order.
We will take reasonable care when providing allergen information.
However, we cannot guarantee a completely allergen-free environment, and cross-contamination may occur.
Ingredient lists, supplier information, and recipes may change.
If you or anyone consuming the products has a severe allergy, contact us before ordering. We reserve the right to refuse an order where we do not believe we can safely meet the requirement.
11. Storage, Handling, and Product Quality
Our products must be stored, transported, and consumed appropriately.
Once an order has been collected or delivered, you are responsible for proper storage and handling in line with any instructions we provide. We are not liable for deterioration, damage, or quality issues caused by incorrect storage, transport, serving conditions, or delay after collection or delivery.
12. Wholesale and Business Orders
Where you order from us as a business, including for resale, hospitality, events, or trade supply:
you are responsible for ensuring products are stored and handled correctly after receipt
you must not mislabel our products or allergen information
payment terms, lead times, minimum order values, and cancellation terms may be separately agreed in writing
unless otherwise agreed, risk passes on delivery or collection
13. Complaints
If you have a complaint, please contact us promptly with:
your name
order reference
date of order
description of the issue
photos where relevant
We will investigate and respond within a reasonable time.
14. Consumer Rights
If you are a consumer, your statutory rights under UK consumer law are not affected by these Terms.
Government guidance states that online customers generally have cancellation rights for many purchases, but these rights can differ depending on the nature of the goods and whether they are perishable or made to the customer’s specifications.
15. Limitation of Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:
death or personal injury caused by negligence
fraud or fraudulent misrepresentation
breach of rights that cannot lawfully be excluded
Subject to the above:
we are not liable for indirect or consequential loss
we are not liable for loss of profit, loss of business, loss of reputation, or interruption, except where the law does not allow such exclusion
our total liability in relation to any order or booking will not exceed the amount paid by you for that order or booking, except where the law requires otherwise
16. Force Majeure
We are not responsible for delay or failure caused by circumstances beyond our reasonable control, including:
severe weather
transport disruption
utility failure
supplier shortages
staff illness
government restrictions
events affecting safe production or delivery
Where fulfilment becomes impossible, we may cancel the order and refund sums paid, minus any fair and lawful deduction for costs already reasonably incurred where applicable.
17. Website Use
You must not:
misuse the Website
attempt unauthorised access to systems or data
introduce malware, viruses, or harmful code
use the Website for unlawful or fraudulent purposes
We may suspend or restrict access where misuse is suspected.
18. Intellectual Property
All content on the Website, including text, images, product descriptions, logos, branding, and design elements, is owned by or licensed to Da Nonna Lucia unless stated otherwise.
You may not copy, reproduce, distribute, or commercially use any part of the Website without our prior written permission.
19. Privacy
We process personal data in accordance with our Privacy Policy.
20. Governing Law
These Terms are governed by the laws of England and Wales.
Any dispute arising from these Terms or your use of our Website or services will be subject to the jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise.