Frequently Asked Questions (FAQs)

Q: Why isn’t anyone answering when I call the store?

A: During holidays and peak times, we receive a high volume of calls. We answer all calls, text messages, and emails in the order they are received. We recommend placing your order online at at least 2 days in advance to avoid any delays.


Q: Do I still need to wait in line if I’ve already paid for my order?

A: Yes, even if you’ve paid for your order, you’ll still need to wait in line. To reduce wait times, please have your first name, last name, and the last four digits of your order’s phone number ready. Many customers in line have paid orders and may also want to purchase additional desserts once inside the store. Alternatively, you may use our delivery service to avoid lines.


Q: Can I place an order for today?

A: For same-day or next-day orders, please contact the store at 786-488-6770 via phone call or text message, and we’ll assist you with product availability.


Q: Can I request a specific delivery time?

A: Our delivery times are between 10 am to 3 pm for morning deliveries and 2 pm to 8 pm for afternoon deliveries. We cannot accommodate specific or shorter delivery time frames.


Q: Why are the products in my delivery order wrapped in plastic film?

A: We wrap our products in plastic film to ensure their safety during transportation. Please discard the plastic wrap once you receive your order and store the products as recommended on the product description.


Q: What happens if I’m not home when the delivery arrives?

A: If no one is available to receive the order, our driver will wait up to 15 minutes for a response. Afterward, they’ll need to continue their route. If you need to reschedule your delivery, please contact the store. If the store is closed, you may arrange with the driver for a rescheduled delivery, which may require an additional payment. Please note that same-day rescheduling may not be possible, and you risk losing your order in such cases.


Q: What are the pickup hours?

A: We’re open every day from 10 am to 5 pm. However, we’ll schedule a specific pickup time for you to avoid long lines.


Q: What information do I need to pick up my order?

A: To pick up your order, please bring your first and last name and the last four digits of the phone number you used to place the order.


Q: Can I visit the store without placing an order?

A: We recommend placing an order in advance, but you’re welcome to visit the store and check which products are available for sale.


Q: Can I reschedule or cancel my order?

A: Orders can only be rescheduled or canceled with at least 24 hours’ notice. Please note that all cancellation or rescheduling requests must be confirmed in writing by one of our customer service representatives.


Q: Can I get a refund?

A: You can receive a partial or full refund if you cancel or reschedule with at least 24 hours’ notice. However, there will be a non-refundable fee of 5% of the refunded amount for partial refunds or 20% of the refunded amount for full refunds.


Q: Does Piononos have other locations?

A: Currently, our only location is at 328 Crandon Blvd, Key Biscayne, FL 33149.


Q: Do you ship to other cities/states?

A: We only ship to Miami-Dade County and parts of Broward County.

If you have any special delivery requests, please don’t hesitate to contact us. We’re here to help you with any special needs you may have.


Q: Is the Pavlova gluten-free?

A: Our Pavlovas are not gluten-free, but they do not contain any wheat products.


Q: Can I order a Pavlova with half Nutella and half Dulce de leche?

A: We don’t make Pavlovas half Nutella and half Dulce de leche; however, you may order them separated.


Q: What are the terms and conditions?

A: You can read our terms and conditions here.

Business Info

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(786) 488-6770

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