Policy, Refund & Delivery

Ordering Policy

At Lily Dulce, every order is prepared fresh upon request. Please read the ordering policy carefully before completing your purchase.

1. Order confirmation

  • An order is confirmed once payment has been completed successfully.
  • All orders are prepared specifically for the delivery date selected by the customer.

2. Preparation period

  • Preparing an order takes 3 working days, excluding official holidays.
  • Please select a delivery date based on this preparation period so your order can be received on time.

3. Modification or cancellation

  • Customers may request to modify or cancel an order before the delivery date.
  • Order preparation begins two days before the delivery date.
  • If cancellation is approved after preparation has started, only 50% of the order value may be refunded.
  • Cancellation requests made before preparation starts will be reviewed based on the order status.
  • If cancellation is requested less than two days before the delivery date, no refund will be issued.

4. Delivery and timing

  • Delivery takes place within a delivery window communicated to the customer.
  • A precise delivery time cannot be guaranteed because we rely on third-party delivery companies that operate according to scheduled routes.
  • During peak seasons, including holidays, delivery times may vary.

5. Address and receipt policy

  • The customer must provide an accurate address, including the area, street, and house or building number.
  • We recommend attaching a Google Maps location to help avoid delays.
  • The customer, or an appointed representative, must be available during the delivery window to receive the order.
  • If there is no response or no one is available to receive the order, delivery may be rescheduled based on availability.
  • If receipt repeatedly fails, the order may be cancelled without a refund.

6. Delivery fees

  • Standard UAE delivery is AED 26.
  • The delivery fee will be shown before the order is completed.

7. Tax

  • All orders are subject to Value Added Tax (VAT) in accordance with applicable regulations.
  • Tax refunds, if any, will be handled in accordance with applicable regulations and the payment provider process.

8. Return policy

  • Due to the nature of food products, we do not accept returns or exchanges after delivery under any circumstances.

9. Additional terms

  • Lily Dulce management reserves the right to refuse or cancel any order when appropriate.
  • Displayed images are for illustrative purposes only, and the final product appearance may vary slightly.
  • By completing an order, the customer agrees to all terms and conditions listed on this page.
  • During seasons or high-pressure periods, delivery or preparation times may vary.
  • The customer is responsible for entering accurate and complete information. Lily Dulce is not responsible for delays or issues caused by inaccurate information.
  • We reserve the right to cancel any order suspected of being fraudulent or intended for resale.

Thank you for your trust in Lily Dulce. 🤍