Refund policy

1. Return & Refund Policy

At LA FRAISE, every order is prepared fresh, by hand, and to order. Because our chocolate-covered strawberries and gifting products are perishable, we approach returns and refunds differently than a typical retail store — but we are equally committed to making things right if something goes wrong.

1.1 The Nature of Our Products

LA FRAISE products are fresh, perishable food items that are prepared close to your delivery time to preserve quality, taste, and presentation. For food safety and quality reasons, we cannot accept returns or exchanges of any chocolate-covered strawberries or perishable gifting items once they have been delivered. This is standard practice for fresh food products and protects both our customers and the integrity of our products.

This does not mean you are without protection — please see below for how we handle damaged, incorrect, or missing items.

1.2 Refund Eligibility

We will assess a refund, replacement, or partial credit (at LA FRAISE's discretion) in the following situations:

  • Damaged products — your order arrives visibly damaged, melted, or in a condition unfit for gifting.
  • Incorrect products or orders — you received a different product, flavor, or size than what you ordered.
  • Missing items — one or more items from your order were not included in the delivery.
  • Genuine product quality concerns — for example, the product appears spoiled, or does not match the standard our customers expect.
  • Delivery-related damage — the packaging or product was compromised in transit.

Refunds are not automatic in every case above; each report is reviewed individually.

1.3 Reporting an Issue — What We Need From You

To help us investigate and resolve your issue quickly, please contact us within 2–4 hours of delivery, as our products are perishable and delayed reporting makes it difficult to verify a claim.

Please provide:

  • Your order number
  • Clear photos of the product(s) as received, including packaging
  • A brief description of the issue

Claims submitted without photo evidence, or reported after the stated window, may not be eligible for a refund or replacement, given the perishable nature of our products.

1.4 Cancellations

  • Orders may be cancelled free of charge before preparation has begun.
  • Once your order has entered preparation, it can no longer be cancelled, as fresh ingredients have already been committed to your order.
  • Once an order has been dispatched for delivery, it cannot be cancelled under any circumstances.
  • The exact cancellation cut-off time relative to your delivery slot is 1 hour before the scheduled delivery slot

1.5 Refund Processing and Method

  • Approved refunds will be issued to your original payment method.
  • Processing time is 3 business days, depending on your bank or payment provider.
  • Where appropriate, LA FRAISE may offer a replacement order or store credit instead of a monetary refund, at the customer's preference where possible.

1.6 Situations Where a Refund May Not Be Provided

Refunds or replacements will generally not be provided where:

  • The issue is reported outside the required reporting window.
  • No photo evidence is provided upon request.
  • The product was left unattended, refrigerated improperly, or consumed before the issue was reported.
  • The order was correctly delivered to the address and recipient provided at checkout, but the recipient was simply unavailable (see Section 1.8).
  • The complaint relates to personal taste preference rather than a genuine quality, accuracy, or damage issue.
  • The order was a same-day or time-sensitive gift and the customer provided incorrect delivery details.

1.7 Gift Orders

Many LA FRAISE orders are sent as gifts to a third party. Please note:

  • It is the purchaser's responsibility to ensure the recipient's name, address, and contact number are accurate at checkout.
  • LA FRAISE is not able to share refund, order, or pricing details with the gift recipient — all communication regarding the order is with the purchaser.
  • If a recipient refuses delivery, is unavailable, or provides feedback directly to our delivery team, please have the purchaser contact us directly.

1.8 Incorrect Address or Unavailable Recipient

  • If an incorrect or incomplete address is provided at checkout, LA FRAISE is not responsible for failed or delayed delivery resulting from this error, and no refund will be issued on this basis.
  • If the recipient is unavailable at the time of delivery, our delivery partner will attempt to contact the number provided. Given the perishable nature of our products, we are unable to hold or reattempt delivery of perishable items.
  • Additional delivery fees may apply for redelivery due to customer or recipient unavailability

1.9 A Note on Fairness

LA FRAISE reserves the right to decline a refund or replacement request where there is reasonable cause to believe a claim is not genuine. We aim to be fair and generous with genuine issues, and ask the same good faith from our customers in return.

Contact us: For any return, refund, or order issue, please reach out via
email: Hello@lafraisedubai.com
phone/WhatsApp: +971 585182820