CUSTOMER GUIDANCE

Refund & Returns Policy

Our Refund & Returns Policy explains how we handle cancellations, refunds and problems with hand-dipped chocolate strawberries or event bookings. Because our treats are freshly prepared and may be customised for weddings, corporate functions and celebrations, please contact us as soon as an issue arises.

Bookings and cancellations

We ask you to request a cancellation as soon as possible by emailing adeles@polka.co.za or calling +27 82 337 7252. We will review the request against the preparation stage, event timing and any custom work already agreed with you.

Where preparation has not started, we will discuss whether a cancellation or refund is possible. Once fresh ingredients have been prepared, toppings selected or event-specific presentation arranged, the booking may be non-refundable or only partly refundable.

Perishable and personalised items

Fresh hand-dipped strawberries are perishable food and cannot normally be returned or exchanged after collection or delivery. Custom-designed Wedding Favors & Dessert Bars and other personalised event arrangements are also non-returnable once we have begun preparing them.

This does not remove any rights you may have where an item is faulty, damaged or materially different from what we agreed. Please tell us promptly so that we can investigate and work with you on an appropriate solution.

Problems with an order

If your strawberries arrive damaged, are missing from an order or do not match the confirmed arrangement, please contact us within 24 hours of delivery or collection. Include your name, event or order details, a description of the problem and clear photographs where relevant.

We will assess the concern and may offer a replacement, correction, credit or refund where appropriate. We ask that you keep the packaging and affected items available until we have completed our review.

How refunds are processed

After we confirm that a refund is due, we will process it to the original payment method used for the transaction wherever that method allows it. The time for the funds to appear can depend on the payment provider or card issuer, so we will provide confirmation from our side when the refund has been submitted.

What we need from you

Your full name and the best way to reach you.
The event date, booking details or payment reference, if available.
A clear explanation of the cancellation or product concern.
Photographs or other useful details when an item has arrived damaged or incorrect.

No-show bookings and return shipping

A no-show booking is not normally refundable because the strawberries and event preparation may already have been completed for the agreed occasion. As our offering is fresh event catering rather than a standard shipped product, ordinary returns by post are not accepted and return shipping arrangements do not generally apply.

Contact us

We want each order to reflect our Passion for Perfection, Finest Ingredients and Artistic Touch. For a cancellation, refund request or concern about Hand-Dipped Chocolate Strawberries, please email adeles@polka.co.za or call +27 82 337 7252. We will respond as soon as reasonably possible and discuss the next step with you.

Plan Your Strawbz