Customer care & legal
Policies & Legal.
We want every Fragola experience to feel sweet. Here's how we handle refunds, cancellations and quality concerns with transparency and care.
All sales are final
At Fragola, all orders are prepared fresh and made to order. As a rule, we do not offer refunds or accept cancellations once an order is confirmed. This protects the freshness, quality and careful planning behind every item we make.
When a refund is possible
The only exception is for standard customer orders: you may request a cancellation and full refund if you contact us at least 84 hours before your scheduled delivery or pickup date. Requests made after that window cannot be refunded because preparation will already be underway.
If something isn't right
We stand behind our desserts. If you receive the wrong item or a damaged item, please contact us within 2 hours of delivery or pickup with a photo and your order number. While we do not offer cash refunds, we will review the issue promptly and offer a replacement or store credit at our discretion.
Custom cakes & events
Custom cakes, dessert tables and event orders require advance preparation and reserved ingredients. These orders are non-refundable and cannot be cancelled once confirmed, regardless of the 84-hour window.
Payment disputes
For card or online payment issues, please reach out to us directly first. We will work with you and the payment provider to resolve any genuine billing errors promptly.