BECAUSE WE CARE

At NADO FROMAGERIE, we want to give our guests the most enjoyable experience. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!​

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Our Delivery Policy

HOW WE DO IT

We offer delivery Monday to Saturday from 11am to 3pm. We will do our very best to deliver your order within this delivery window.

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We use reliable couriers who will hand-deliver your order. We aim to meet the preferred delivery window, however during unfavourable weather or traffic congestions, deliveries may be completed outside of your requested delivery window. 

 

We do not offer a specific delivery window at this time 

If you require a specific delivery time, we recommend selecting delivery 24hrs in advance. Our perishable products are easily refrigerated to maintain freshness.

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Do I need to be home to accept my delivery?

Yes, someone needs to be readily available to receive delivery of the product. 

 

What if no one is available to receive the delivery?

At checkout, we request all necessary contact information required to successfully complete delivery (Recipient Name, Delivery Address, Buzz Code (if applicable), Phone Number & Delivery Instructions). If delivery is attempted by our driver and no one is available to accept the delivery, our driver will attempt to call the recipient with the contact information provided at checkout. 

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If after these attempts no one is reachable, the product will be left in a safe space outside of the address weather permitted as it cannot be couriered back and delivery cannot be reattempted later in the day. NADO Fromagerie is not responsible for the product if no one is available to receive it. 

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Incorrect Delivery Address

Your order is delivered to the exact address provided at time of purchase.

Due to tight delivery timelines as well as distance between deliveries, we cannot take responsibility for any errors in the delivery address. We are not able to accommodate any requests for changes to an alternate address on the day of delivery. Please ensure that you have entered the correct address. If you would like to reorder for the next available delivery date, please submit a new order on our website

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What if my delivery is a gift?

The above response applies. Additionally, it is the responsibility of the purchaser to notify the recipient of delivery and that our products contain perishable food.  

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Our Order Policy

EVERYTHING YOU NEED TO KNOW

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Cancellations

We accept orders on a first-come, first-served basis and until we reach our capacity limit. Due to the freshness of our ingredients, we have implemented the following cancellation policies:

 

Boxes/Boards

Customers can cancel orders within a 2 hour ‘grace period’ after booking. Beyond this, we are unable to process cancellations.

 

Cheeses

Same rules as Boxes/Boards apply 

 

Gift Boxes/Merch

Same rules as Boxes/Boards apply 

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Anna's Private Dinning

Same rules as Boxes/Boards apply 

 

Order Changes

Customers can amend orders within a 2-hour grace period after booking. Beyond this, we are unable to process any order changes. 

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Our Product Policy

THE INFORMATION YOU NEED TO KNOW

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Ingredient Availability & Seasonality

As our produce is sourced weekly and some ingredients can be seasonal, they are subject to availability and substitutions. We may also experience supply disruptions at times and therefore cannot always guarantee every ingredient. In any event, we will always use an alternative or use more of another product to compensate. 

 

Each of our Boxes or Boards are bespoke curations, inclusions may differ depending on our available inventory. Please note that photos are for reference only. No two pieces are ever identical and substitutions may be made at our discretion based on ingredient availability.

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Dietary Requirements & Allergies

Please notify us of any allergy or dietary requests at checkout. If you or your recipient have a severe allergy please be advised that we cannot guarantee that any of our products are completely free of the allergen.

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Please note that our products are not prepared in an allergen-free environment. We cannot guarantee that any of products are free of allergens and we recommend that anyone with a food allergy refrain from consuming our products.