Terms and conditions

1. General


This website is intended for the promotion and sale of artisanal ice creams and sorbets produced by JOANNA & GELATO, hereinafter referred to as "the Company".

By browsing this website and/or placing an order, the user accepts these Terms and Conditions in full.

The Company reserves the right to change, update or modify these Terms and Conditions at any time, without prior notice, with the changes published on this website.

All content on this website, including text, images, visual identity, photographs, and graphic elements, is the property of the Company or used with permission, and its reproduction is prohibited without prior written consent.

The products shown are subject to stock availability, seasonality, and the availability of the raw materials used.

Due to the handcrafted nature of the products, there may be variations in color, texture, or appearance between batches.

2. Orders

Orders can be placed through the website, official digital channels, or other means provided by the Company.


After placing an order, the customer will receive an automatic order confirmation. This confirmation does not constitute definitive acceptance of the order.


The order will only be considered accepted after payment confirmation and validation of product availability.


The Company reserves the right to refuse or cancel orders in the following situations:

  • Product unavailability;
  • obvious error in pricing or information;
  • suspected fraud;
  • Logistical impossibility of delivery;
  • Failure to comply with these Terms and Conditions.


The prices shown include VAT at the current legal rate, unless otherwise indicated.


The company reserves the right to change prices without prior notice, without affecting orders already confirmed.


Once the handcrafted preparation of the products has begun, it will not be possible to cancel the order.

3. Deliveries


Deliveries are made exclusively within the geographic areas covered by the Company's service.


When placing an order, the customer must correctly indicate their identification details, contact information, delivery address, as well as the desired date and time for delivery.


The deadlines and times requested by the customer are merely indicative and may be subject to change due to external factors, including weather conditions, traffic, logistical constraints, order volume, or force majeure events. The Company will make all reasonable efforts to meet the desired time window, but this does not constitute an absolute guarantee of delivery at the exact time requested.


Because these are frozen and perishable products, it is the customer's responsibility to ensure that someone is present at the delivery location at the agreed time.


The Company reserves the right to limit, suspend or refuse deliveries to certain geographic areas for logistical, operational or product quality preservation reasons.


  • Product Preservation and Consumption


After delivery of the order, the ice cream and/or sorbet containers should be placed immediately in a suitable freezer.

For the best consumer experience, it is recommended to remove the products from the freezer approximately 15 to 20 minutes before serving, depending on the ambient temperature.


The products should not be refrozen after partial or complete thawing.


The Company is not responsible for changes in the quality, texture, or food safety of products resulting from:

  • The recipient was not present at the time of delivery;
  • delay in collecting or packaging the products;
  • Improper storage after delivery;
  • Partial or total thawing after delivery;
  • refreezing the products.

4. Use and Handling of Bottles

The products are packaged in reusable glass bottles, which should be handled with care before, during, and after consumption.


The customer should avoid impacts, drops, sudden thermal shocks, or improper use of the containers, including during placement and removal from the freezer, opening, transport, and serving of the product.


It is recommended to use appropriate utensils and handle the ice cream or sorbet carefully to avoid damaging the glass container.


The Company cannot be held liable for damages, accidents, injuries or losses resulting from negligent, improper or reckless use of the bottles after delivery of the order, including glass breakage, projection of fragments or accidental ingestion of particles resulting from damage after delivery.

5. Returns and Refunds

Due to the delicate, perishable, and food-grade nature of the products sold, returns are not accepted after delivery, in accordance with applicable legislation.


If the customer receives a damaged, incorrect, or demonstrably defective product, they must contact the Company within a maximum of 24 hours after delivery, through the official contact channels, sending:


  • order number;
  • description of the situation;
  • Photographic evidence confirming this.


After reviewing the situation, the Company may, as applicable:


  • Replace the product;
  • issue a partial or full refund;
  • To assign credit for a future order.


Complaints regarding the following will not be accepted:


  • personal taste preferences;
  • changes resulting from inadequate preservation;
  • products consumed partially or completely;
  • Complaints submitted after the indicated deadline.

6. Allergens and Food Information

The products may contain or come into contact with allergens, including milk, tree nuts, soy, gluten, or other allergenic ingredients.

Although the Company adopts rigorous hygiene and control procedures, it cannot guarantee the total absence of cross-contamination.

Customers with food allergies are advised to contact the Company in advance before placing an order.

7. Contacts


For any questions related to orders, deliveries, or customer support:



JOANNA & GELATOjoanna@joannaegelato.pt912061651