FAQ

Q - What are your hours of operation & customer service

Our on line store is open from 9AM - 5 PM - Monday - Friday. Please send us an email, or if you prefer a text message and we will reply to you within 24 hours. You can also contact us outside of these hours, and depending on where we are, we will try to answer your call if possible between 9AM - 7PM on Saturday and Sunday.

However we will also aim to answer your queries outside of these hours if possible, if the matter is urgent.

Q - How often do you ship and on what days do you ship your items.

As all of our products are made fresh to order, we need time to bake and deliver your order. We understand that you are eager to receive your goods and will make every effort to get your order to you as soon as possible.

Currently we ship items on Monday & Tuesdays as want you to receive your items in great condition. For Monday shipping please place order by 5.00Pm on Friday. For Tuesday shipping please place orders by 5.00PM on the Sunday prior to when you would like your items to be shipped. For retail customers our orders are sent express post, you should receive your parcel on Tuesday for items shipped on Monday, or Wednesday for items that were shipped on Tuesday, This depends on your location and Australia Posts next day delivery destinations.

Wholesale customers are shipped by our professional carriers in refrigerated vans. We ship to most locations in Victoria. Please contact us for wholesale shipping details and relevant delivery days for your region.

Q - Can I request a message be included with my order, as this is a gift that is being sent to someone special?

We are happy to include a message with your order, and if you would like this to be done, provide that details of the message at the time of ordering, so we can ensure that it is sent with your order.

Q - Can I request a flavour that you do not currently have on your website?

We understand that you may wish to have a flavour that we do not have available. There are lots of flavours that we currently produce, but have not put on our site, as our site only has our most popular items. Please send a an email or text with your request, and if possible we will try to provide you with your desired cookie filling flavour.

Q - How much does shipping cost?

We offer flat rate shipping of $13.95 for all orders under $120. Shipping is free for all orders over $120. Please note that this does not relate to Wholesale orders,are shipped free of charge where the minimum order is in excess of $120 Ex GST.

Q - How do you ship your items?

We ship all of our items in a box, your items will be individually wrapped and then bubble wrapped to provide added protection against breakage. for retail customers. We would prefer if you could purchase in multiples of 6 cookies. They do not need to be the same variety, however this is the best way to ship them as they fit neatly in a box and helps to prevent damage in the shipping process. Wholesale orders are professionally boxed and wrapped, and padded to ensure that they reach their destination in good order. We use carefully selected professional carriers to ensure they are handled with the upmost care, as we know that you expect your orders to arrive in excellent condition.

Q - How do I store my cookies and how long will they keep?

We ship cookies with dry ice for both retail and wholesale customers. Cookies do not need to be stored in the fridge during transit and will keep for at least 3 days upon arrival, or retail customers. We do however recommend that you store your cookies in the fridge and then they will keep for about 5 days, after delivery and this will ensure that the buttercream is firm. For wholesale customers, cookies are not frozen, prior to shipping and therefore you can store the cookies in the freezer and this will extend their life for approximately 1-2 months if they are frozen as soon as they arrive. If you are freezing them, just let them thaw for 1-2 hours before you need them. For Wholesale customers cookies will keep in the fridge for 5-7 days, if you choose not to freeze them on arrival.

Q - How will my private information be handled?

We are committed to protecting the privacy of everyone who shops or interacts with us. We take this responsibility seriously and ensure that we comply with our obligations under the Commonwealth Privacy Act 1988 whenever your personal information is collected, used or shared.

We will handle your information securely and carefully, and only use your information if necessary to deliver you a service, or perform other necessary business functions and activities.

We are unable to accept responsibility for unauthorised access, loss or misuse to your personal information, where the security of information is not wholly within our control.

Q - Is my information secure and how are payments processed

We never store usable credit card information on our site or within our database system. All payments are made via a secure payment gateway where your information is encrypted and secured by the highest levels of payment processing encryption available.

Q - What types of Activities are Prohibited on this website

All activities that are in breach of any applicable laws in the State of Victoria, Commonwealth of Australia, or any local laws where you reside;

Activities that in any way, or transmit to or via the website, material, which interferes with other users or defames, harasses, threatens, menaces or offends any person or prevents another person from using the website;

Any actions to conduct any illegal activities, on this or any other network or computer, including knowing transmit any virus, worm or disabling or malicious device, or attempt to modify any portion of the website or remove or alter copyrighted or trademarked material;

Any actions that attempt to, or obtain any details relating to customers, to create accounts by automated means, or create false identities.