FAQs
Returns & Exchanges
What is your Returns & Refunds Policy?
We want you to love your cookies. Because our products are perishable, we don’t accept returns, but we do offer refunds in certain situations such as damaged, incorrect, or faulty items.
You can read our full policy here: Returns & Refunds Policy.
Do you accept change‑of‑mind returns?
No — because our cookies are made fresh and are perishable, we’re unable to offer refunds or returns for change of mind or personal taste preferences.
Shipping & Delivery
Where do you ship to?
We currently ship Australia‑wide and New Zealand.
International shipping to additional countries may be added in the future.
Where do you ship from?
We are an Australia-owned business with deliveries shipped from Western Australia, Australia.
How long does shipping take?
Shipping times vary depending on your location. Once your order is dispatched, you’ll receive tracking details so you can follow your parcel’s journey.
Please note: delivery delays caused by the courier are outside our control
Do you offer Signature on Delivery?
Yes — Signature on Delivery is available at checkout.
This option provides extra security and helps prevent lost‑parcel disputes. If you’re concerned about parcel theft or live in an apartment complex, we recommend selecting this option.
My parcel says “Delivered” but I didn’t receive it — what now?
If tracking shows “Delivered,” please check:
- Your mailbox
- Around your property
- With neighbours or building management
- Any safe drop locations
- Whether a collection card was left
If you still can’t locate it, contact us and we’ll guide you through next steps.
For extra peace of mind, we recommend choosing Signature on Delivery at checkout.
My Orders
What should I do if something is wrong with my order?
Please contact us within 48 hours of receiving your order with your order number and a brief description of the issue.
If needed, we may request photos of the product, packaging, and shipping label so we can help you quickly.
You can reach us using our contact form.
How long does shipping take?
Shipping times vary depending on your location. Once your order is dispatched, you’ll receive tracking details so you can follow your parcel’s journey.
Please note: delivery delays caused by the courier are outside our control
Do you offer Signature on Delivery?
Yes — Signature on Delivery is available at checkout.
This option provides extra security and helps prevent lost‑parcel disputes. If you’re concerned about parcel theft or live in an apartment complex, we recommend selecting this option.
Can I cancel my order?
Orders can be cancelled within 2 hours of purchase, provided baking hasn’t begun.
After this window, cancellations may not be possible due to our small‑batch production process. Let us know as soon as possible using our contact form.
I provided the incorrect shipping address, what should I do?
If you’ve entered an incorrect shipping address, please contact us as soon as possible using our contact form. We can update your address only if your order has not yet been packed or dispatched.
Once an order has been shipped, we’re unable to change the address or redirect the parcel.
If the parcel is returned to us by the courier, we can resend it — additional shipping fees will apply.
To avoid delays, please double‑check your address at checkout before placing your order.
Locations
Where do you sell your cookies?
Right now, we’re an online‑only bakery.
However, in‑store stockists are coming soon — stay tuned!
Do you offer local pickup?
At this time, we don’t offer local pickup. All orders are shipped via Australia Post to ensure safe and trackable delivery.