PAYMENT:

Payment is required upfront, so that we can source specific tools and cutters, customised to your cookie needs. Your payment reserves your pickup, delivery or shipping date too, so it’s a win-win for all of us! Once you submit the payment for your cookie order, you’re accepting the Terms & Conditions outlined on this page.

REFUNDS:

Refunds can only be offered 24 hours after payment has been received. Unfortunately, after that time, refunds cannot be offered as labour time and materials will have been used to create your order.

RESCHEDULING:

If you need to reschedule your event, please let us know as soon as possible. Please understand, that if we are notified of this in seven days or less of your pick-up or dispatch date, you will be charged an additional fee, as we would have already spent time and money preparing your order.

IN A HURRY?

While we can’t accommodate last minute orders all the time, we will make our best effort to do so. Orders placed with a turnaround time of under seven days will require a rush fee, dependent on the order requirements.

PICK UP & DELIVERY:

Pick-up and delivery dates and times are set upon ordering. We have pick-up and delivery dates to accommodate most schedules, so remember to add that agreed upon date and time in your calendar. Deliveries are an option, depending on your location. This can be discussed when placing your order. Fees are subject to delivery location and will be agreed upon when finalising your order.

SHIPPING TIME:

We can ship cookies around Australia, and the cost is dependent upon your exact location. Regular post can take about 3-5 business days to reach you. Express Post and Courier parcels arrive within 1-2 business days following dispatch, depending on your location. Your options can be discussed upon ordering.

For shipping to QLD, WA and NT please allow a few extra business days for your dispatch arrival. Although we’d love to ship internationally, unfortunately we cannot do so at this stage. You’ll have to book a holiday to Australia to devour our cookies!

SHIPPING and CARE:

We do our best to package cookies to ensure freshness and avoid any damages. Unfortunately, broken cookies are a possibility and a non-refundable risk when placing a shipped order.

Once you have selected your preferred delivery date, we will send them a few days prior to the required date. In the event that your parcel is delayed, Sweet Cookie Kitchen is not responsible for this matter. We do not offer refunds if your parcel is delayed as this is only an estimated time. As you can appreciate, once parcels are dispatched, we rely the help of Australia Post and courier services to get our precious packages to you. We strongly recommend that you select a date, a week prior to your required date to avoid disappointment.

Please ensure that your delivery address is correct. Once your order has been dispatched, we are unable to change the delivery address. If your cookies are sent to a business address, please ensure that you include the business name on the shipping address.

Please note that we do not ship to P.O. Box addresses.

DAMAGES:

Sweet Cookie Kitchen is not responsible for any damages during transit. We always ensure that our cookies are packaged well to minimise this risk, but in the unlikely event that the cookies arrived damaged, we do not offer a refund. To avoid disappointment, we recommend that you order a few extra cookies, rather than the exact amount needed.

COOKIE CARE:

Once you receive your order, (thanks again!) what happens to your cookies is all on you. Keep them safe! Keep them cool!

INSPIRATION:

We appreciate you sharing your inspiration pictures regarding your custom cookie design. Please be mindful that these pictures are just that, inspiring. Realistically, your cookies may not be a perfect replica, but we will try to work with you to keep it close, and possibly even better!

Copyrighted images (e.g. Spider-Man and Peppa Pig) are protected, and I will not be able to replicate these on cookies. We don’t want a cookie controversy, right? However, we can suit your theme in alternative ways, such as a similar colour palette, so let’s talk!

VARIATIONS:

Pictures are worth a thousand words, but they are not always accurate. Colours and lighting in photos might be slightly different from what you end up with. While we strive to maintain consistency in our cookies, variations may still occur in cookie shape and colour due to the handmade nature of our production process. At Sweet Cookie Kitchen, we craft each cookie with care and attention to detail, and while we aim to deliver high-quality products, slight variations are sometimes unavoidable. We appreciate your understanding and support in making sure our handmade, custom cookie products attractive and delicious!

Cookies in photos may not be true to size. Please be sure to check the metric size upon ordering.

CUSTOM ORDERS:

Custom orders are agreed upon and finalised between both parties upon ordering and paying for the cookie quote. The outcome of the cookies is indeterminate until they are made. As the customer, you are placing your trust in Sweet Cookie Kitchen to decorate the cookies according to the agreed upon specifications, understanding the handmade nature of the products.

CHANGES:

Decisions are tough, but we’re here to help. Order changes can be made until seven days prior to pick-up, dispatch or delivery. After that, all changes required will be under consideration and a small fee may apply.

ALLERGIES:

Our cookies have been made with love in a council-approved, registered home kitchen. However, our kitchen is NOT nut-free, egg-free, dairy-free or gluten-free. Please be mindful of this when making orders.

COMMUNICATION & QUESTIONS

As I’m usually covered in cookie dough and fondant, please give me 48 hours to reply to emails.

Similarly, to get your order just right, I need you to reply to my emails within 48 hours. If not, I may just need to wing it!

PRODUCT PHOTOGRAPHY:

We create replicas of our client orders to photograph these Sweet Cookie Kitchen delights. If you do not want your cookie design in the spotlight, please let me know at the time of placing your order.

PRICE ADJUSTMENTS:

All prices are subject to change. Prices are dictated by the cost of ingredients, packaging and utilities. We are always trying to offer the best tasting and best presented cookies to our clients, which means we cannot honour outdated pricing.

OTHER ISSUES?

We know you’ll love our cookies, designed just for you. But if an issue does come up, please contact us immediately and we will do our best to help resolve it for you.