1. Who we are

The seller is Na koláče patisserie, Námestie Andreja Hlinku 1, 831 06 Bratislava-Rača, Slovakia, company ID 53795041, telephone 0948 128 000, e-mail daniela@nakolace.sk. The shop is open daily from 11:00 to 21:00. These terms govern the relationship between us and the buyer for orders of pastries, cakes, cheesecakes, tartlets, strudels, canapé sweets, savoury platters and sandwiches.

2. Placing and confirming an order

We take orders by telephone, by e-mail, through the form on this website, and in person at the shop. An order submitted through the website is an offer to enter into a contract. The contract is formed only when we expressly confirm the order, by phone or by e-mail. Until then the date is not reserved and we are under no obligation to produce the order.

The confirmation sets out the scope of the order, the price, the date and time of collection or delivery, and any deposit required. If you spot a mistake in it, tell us within 24 hours so we can correct it before we start work.

3. Lead times

Orders must be placed at least 48 hours before the requested collection date. For custom cakes with more elaborate decoration we recommend a week; for weddings and events of over 100 pieces, at least a month. Our capacity is the capacity of a single kitchen – Fridays, Saturdays and the days before public holidays fill up first. If a date is already taken we will tell you straight away and offer the nearest free one.

4. Minimum order and prices

The minimum order value is 15 € including VAT. Prices shown on the website are final and are given per piece and per pack. Prices displayed by the cake configurator are indicative – the final price is set out in our confirmation. It may differ for hand-modelled decoration, for exotic or out-of-season fruit, and for orders that require us to rearrange production. We always tell you about a change of price in advance and never charge it without your agreement.

5. Payment

You may pay in cash, by card at the shop, or online in advance through the payment gateway. For orders above 100 € we are entitled to ask for a deposit of 30 % of the order value, payable within 48 hours of confirmation. If the deposit is not paid within that period the order lapses and the slot is released. Companies are invoiced with 14 days to pay. A proof of payment is issued for every order.

6. Collection and delivery

Collection in person is free and possible during opening hours on the date set out in the confirmation. We deliver across Bratislava every day between 11:00 and 18:00, for the zone-based fee listed on the Delivery page. We hand the goods over at the address you gave us, either to the buyer or to any person present who accepts them.

If nobody is there, we will try to call you and will wait no longer than fifteen minutes. If the goods are not accepted we take them back to the shop, where you may collect them the same day until closing. The cost of a second delivery attempt is borne by the buyer.

Once you take delivery, responsibility for storage passes to you. Patisserie products are perishable goods – keep them refrigerated at 4 to 6 °C and consume them within 48 hours for fruit and cream products, and within 72 hours for chocolate and walnut ones.

7. Changes and cancellation

Orders may be changed up to 48 hours before the collection date. After that the ingredients are bought and production has usually begun, so we cannot guarantee changes.

You may cancel at any time. If you cancel more than 48 hours before the date, any deposit is refunded in full within 14 days. If you cancel less than 48 hours before the date, the deposit is forfeited to the seller as compensation for the ingredients purchased and the production capacity reserved for you. If no deposit was paid and you cancel within that period, we may charge a cancellation fee of 30 % of the order value.

8. Withdrawal from the contract

Please note that under Section 7(6)(e) and (f) of Slovak Act No. 102/2014 Coll. on consumer protection in distance selling, there is no right of withdrawal for goods that deteriorate or perish rapidly, nor for goods made to the consumer's specifications. Patisserie products and made-to-order cakes fall under both exceptions, so the statutory 14-day right of withdrawal does not apply to them. This does not affect your rights in respect of defective goods – see clause 9.

9. Complaints

If the goods do not match your order or are defective, raise it as soon as possible – ideally on handover, or within 24 hours of it. Given the nature of the goods, we cannot objectively assess a later complaint. Complaints can be made by telephone on 0948 128 000, by e-mail at daniela@nakolace.sk, or in person at the shop. Please include a photograph and proof of payment.

We handle complaints without delay and within 30 days at the latest. Where a complaint is justified we will offer, depending on the defect, a price reduction, a replacement, or a refund. Minor variations in the shade of the decoration, and differences between an illustrative photograph and the actual product, are not defects – every cake is decorated by hand, so no two are ever quite identical.

10. Allergens

Allergens are listed for every product as required by law. We work in a single kitchen that handles cereals containing gluten, eggs, milk, nuts and soy, so cross-contamination cannot be ruled out. If anyone eating our food has a severe allergy, tell us before ordering and we will say plainly whether we can meet the requirement.

11. Alternative dispute resolution

If you are unhappy with how we handled your complaint, you may ask us to put it right at daniela@nakolace.sk. If we reject your request or fail to reply within 30 days, you have the right to bring the matter before an alternative dispute resolution body under Slovak Act No. 391/2015 Coll., such as the Slovak Trade Inspection Authority. A submission may also be made through the European Commission's ODR platform.

12. Final provisions

Matters not covered by these terms are governed by the law of the Slovak Republic, in particular the Civil Code and the Consumer Protection Act. We may amend these terms; the version applicable to your order is always the one in force on the day we confirmed it.