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Frequently Asked Questions
Everything you need to know about NÉVE, from ordering and delivery to storage and product care.
ABOUT NÉVE
NEVE is a dessert brand specialising in handcrafted burnt cheesecakes. Each cheesecake is carefully prepared and baked to achieve a beautifully caramelised exterior with a rich, creamy centre.
Our cheesecakes are made with carefully selected ingredients and baked at high temperatures to create the signature contrast between a deeply caramelised surface and a soft, creamy interior.
NEVE offers a selection of signature flavours, with our menu evolving seasonally. Please visit our menu or product page for the latest available flavours.
ORDERS
You can place an order through our website by selecting your preferred product, choosing the available quantity and following the checkout instructions.
We recommend placing your order in advance to ensure availability, especially for weekends, public holidays and special occasions.
We recommend placing your order at least 2–3 days in advance. Larger orders or special requests may require additional preparation time.
Same-day orders may be accepted depending on product availability and our daily production capacity. Please contact us directly to check availability.
Selected customisation options may be available depending on the product. If you have a special request, please contact us before placing your order so we can confirm what is possible.
Order changes may be possible if your order has not yet entered the preparation process. Please contact us as soon as possible with your order details.
DELIVERY & PICKUP
Yes. Delivery may be available depending on your location and the delivery options provided at checkout.
Our delivery coverage depends on the delivery service and location. Available delivery areas and fees will be shown during the ordering process.
Yes. Self-pickup may be available depending on the order and pickup location. Please follow the pickup instructions provided with your order.
Please ensure that someone is available to receive your order at the selected delivery time. If the recipient is unavailable, additional delivery arrangements or charges may apply depending on the circumstances.
Please contact us as soon as possible if you need to change your delivery address. Changes may not be possible once the order has been prepared or dispatched.
PRODUCT CARE
Our burnt cheesecakes should be kept refrigerated. Please keep the cheesecake in its original packaging or an appropriate airtight container to maintain its quality.
You can enjoy it directly from the refrigerator. For a softer and creamier texture, we recommend allowing the cheesecake to sit at room temperature for approximately 10–15 minutes before serving.
For the best taste and texture, we recommend consuming the cheesecake within the storage period indicated on the product packaging.
Freezing may affect the texture of the cheesecake. If you intend to freeze the product, please contact us for specific storage recommendations.
ALLERGIES & INGREDIENTS
Our products may contain common allergens such as dairy, eggs, wheat and nuts, or may be prepared in an environment where these ingredients are present.
If you have a food allergy or dietary restriction, please contact us before placing an order.
Ingredient information may vary between products. Please refer to the individual product description or contact us if you require specific dietary information.
PAYMENT
Available payment methods will be displayed during checkout. Payment must be completed according to the instructions provided before an order can be confirmed.
An order is considered confirmed once payment has been successfully received and an order confirmation has been issued.
CANCELLATIONS & REFUNDS
Cancellation requests may be accepted if made before the order enters preparation. Once preparation has started, cancellation may no longer be possible.
Refunds are considered on a case-by-case basis. If your order arrives damaged, incorrect or significantly different from what was ordered, please contact us as soon as possible.
Please contact us as soon as possible and provide your order number together with clear photographs of the cheesecake and its packaging. We will review the situation and determine the appropriate solution.
Please contact us immediately with your order details and photographs of the product received. We will review the issue and arrange an appropriate resolution where applicable.
CONTACT
You can contact us through the Contact Us page on our website. For order-related enquiries, please include your order number so that we can assist you more efficiently.
We aim to respond to enquiries as soon as possible during our operating hours. Response times may be longer during weekends, public holidays and peak periods.
If you cannot find the answer you are looking for, please get in touch with us through our Contact Us page.
We’d be happy to help.