Where can I receive my order?

Your order will be shipped to the delivery address you entered when creating your account, so it is important to pay attention when filling out this information. Remember that once registered, you can add all the delivery addresses you want (e.g., your office, your summer house, your parents' house...) under the “Address Book” section in “My Account” and select the one you want when placing your order.

We ship to all destinations in mainland Spain and the Balearic Islands. For the Canary Islands, Ceuta, Melilla, or international shipments, we currently only send with a prior quote by email. We do not ship to P.O. Boxes.

How much does it cost and how long will it take for my order to arrive?

It depends on the day you place your order and the shipping option you choose. To ensure that our products always arrive freshly baked and in perfect condition, all orders received each day from 00:00-23:59 from Sunday to Friday are baked daily the following day after receiving them and shipped on the same day. (E.g., an order placed on Monday is baked on Tuesday and delivered to the courier service on the same Tuesday). Orders received on Saturdays are prepared and shipped on Mondays. Below, you will find a summary table showing wich day you would receive your order based on the day you place it and the chosen transport.

Once prepared, you can either pick it up at our workshop at Calle Viriato 31, local 28010 MADRID or at our store at Calle Mesonero Romanos 17, 28004 MADRID; or you can choose between 2 home delivery options.

> SEUR FRÍO 24-48. Your order arrives within 24-48 hours. Cost: €8.50 (Mainland) and €9.90 (Balearic Islands), with FREE shipping for orders over €35 for Mainland and €70 for Balearic Islands. An order placed on a Monday is prepared on Tuesday and shipped on the same day, arriving at your address on Wednesday or Thursday if the courier company is unable to locate you or if there are any delays. Includes order tracking service.

We ship prepared orders from Monday to Friday.

> SEUR FRÍO Saturdays. If you want your order to arrive on a Saturday, this is your option. Premium refrigerated delivery service guaranteed on Saturday. Cost: €10.50 (Mainland).

We are not responsible if the delivery address is incorrect or incomplete, so it is important to pay close attention when filling out the shipping address for your order.

Please note that national and regional holidays may affect shipping dates. For major holidays such as Christmas, Epiphany, Mother's/Father's Day, or Valentine's Day, we will usually notify on the website if the order will arrive on time or not, but always ask us if you have any doubts.

The courier company will inform you at all times about the status of your order via SMS or email, so it is very important to provide accurate information. This way, you can track your order. Expected delivery date of your order, depending on the day and time you place it:

To resolve any doubts about the transport and delivery process, you can contact SEUR's information phone: 902 10 10 10 (Monday to Friday from 08:00 to 20:00) providing the tracking number or directly via our email hola@panda-patisserie.com or phone 91 300 26 31.

Canary Islands / Ceuta / Melilla / International Shipping

Currently, for Canary Islands, Ceuta, Melilla, and any country outside Spain, orders are accepted via email at hola@panda-patisserie.com Contact us and we will send you a detailed quote adjusting the corresponding shipping cost.

How will I receive my order?

All our refrigerated products, such as cheesecake or mochi, are protected in special packaging and are sent only with guaranteed 24-hour refrigerated shipping, ensuring that their temperature is always between 2-6 degrees. All our products have a minimum shelf life of 6 days from the date we send them. Contact the transport agency if they have not managed to deliver your package within the expected time. If you do not receive it due to a fault of the transport company, you should contact us as soon as possible so we can either refund you or resend the order at no charge. If there are delays on their part, we may not be able to help you in the same way later.

All our fresh products, once received, can be consumed on the same day without refrigeration, warm up in the oven in the case of pastries, or enjoy at room temperature. You can also refrigerate or even freeze them. If you do not plan to eat it all on the same day you receive it (which is quite difficult…), you can keep it in the refrigerator for 48-72 hours or in the freezer for 1 month, using a good airtight container to avoid frost and odours.

Our non-refrigerated products, such as jams, cookies, etc., have a longer shelf life, which is indicated on the packaging itself. Once opened, we recommend keeping them refrigerated, lasting up to 30 days. Always follow the instructions on the product label.

IMPORTANT: When your order is delivered, you should check that everything is as requested. If there is any discrepancy or problem with the order, indicate it on the carrier's delivery note, and contact us via our email hola@panda-patisserie.com with your personal details and order number explaining the discrepancy or problem, and we will contact you as soon as possible to resolve the issue. If the package arrives open, broken, or tampered with, DO NOT ACCEPT IT. Inform the carrier that you are not accepting it because it is damaged/tampered with, and if possible, take a photo and send it to us by email so we can resolve the issue and send you another package as soon as possible.

What should I do if I do not receive my order within the agreed timeframe?

If due to force majeure (natural disasters, strikes, pandemics, etc.) it is impossible for us to deliver your order within the agreed timeframe, the courier company will contact you to set a new date. Contact us to resolve this issue via our contact email hola@panda-patisserie.com If the delay is not due to force majeure, and you do not receive your order within 5 days of your purchase, we will refund the money and shipping costs. All our fresh orders are designed to arrive in excellent condition anywhere within a maximum of 3 days from when we prepare them, and months for non-perishable orders. If the transport company does not deliver your order on time, try contacting them to expedite it. If you are unable to, contact us for assistance. IMPORTANT: After 3 days from our dispatch, if the transport company has not delivered your package, contact us because, for quality reasons, if the responsibility lies with the transport company, they will cover the costs and we will resend the products so you can enjoy them in perfect condition.

What should I do if I will not be at the address I provided to receive my order?

In that case, contact SEUR at 902 10 10 10 (Monday to Friday from 8 am to 8 pm, Saturdays from 9 am to 2 pm) to provide an alternative address. If it is within the same delivery area, there will be no additional cost. If it is outside the area, you will need to pay the additional shipping costs. For same-day deliveries, contact us for any modifications. If it is within the same area, there will be no cost as long as you notify us in advance. If it is in another area, you will need to pay the difference in cost.

In accordance with the Retail Trade Regulation Act as well as community regulations (Directive 97/7/EC), you have 7 days from receipt to return your order as long as it is not a fresh or perishable product. For household products, you can return them within 15 days. We will not accept returns of products that are not in their original packaging or with the seal broken, unless they are defective products. Please note that, for health and hygiene reasons, no bakery products can be returned, as they are fresh and perishable products. However, in case of any significant quality issues, contact us at our email within the first 24 hours, and if there is any error or quality issue, we will refund the money or resend the product at no charge.

If you want to return a non-perishable product, you must use the original packaging. Shipping costs are at your expense, and the shipping address is as follows:

AKITA FOODS, S.L.
C/ Desengaño 11, Local
28004 MADRID

We will inspect the returned products to confirm they arrive in optimal condition before processing a refund, with shipping costs not refundable. If your order was sent to someone else and they want to return it, we will refund the amount in the same form of payment and account from which it was made. We will process the refund within 30 calendar days from receiving the return order.

What should I do if I receive an incorrect or defective order?

In that case, contact us within 24 hours of receiving the order via our email hola@panda-patisserie.com indicating the error or defect along with your personal details. We will proceed with the return or replacement (if applicable) as soon as possible within the 30 days following the receipt of our confirmation email, although we usually take much less time.

The amounts paid for products returned due to a defect or issue, if truly existent, will be fully refunded in the same form of payment used, including delivery charges previously paid and return shipping costs, if applicable. If the error is due to transport, or if the packaging arrives in poor condition, you must indicate this on the delivery note signed by the carrier, as the transport company is responsible for shipping issues.