Refund policy

Refund, Return & Cancellation Policy

REFUNDS

Because our cookies are freshly made, customised and prepared specifically for each order, refunds are only available where there is an issue with the order that is our responsibility.

You may be eligible for a partial or full refund if your order:

Arrives damaged or significantly broken

Contains an incorrect spelling or personalisation

Contains an incorrect design or colour

Arrives 3 or more days later than the delivery date selected at checkout, where the delay is attributable to our dispatch or processing

If an issue occurs with your order, please contact us within 24 hours of delivery and provide clear photographic evidence where applicable. We will assess the issue and, where appropriate, offer a replacement, partial refund, full refund or store credit.

Please note: Once your order has been dispatched, delivery times are outside of our control. Delays caused by Australia Post or other delivery providers are not considered a fault on our behalf. Please refer to our Shipping & Delivery Terms for full information.

RETURNS

Due to the perishable, food-based and personalised nature of our products, we do not accept returns or change-of-mind returns.

If you are unhappy with your order due to an issue caused by Sweet Sugar Cookie Co., please contact us as soon as possible and we will work with you to resolve the matter.

CANCELLATIONS

Orders may be cancelled up to 7 business days before the scheduled dispatch or collection date.

Cancellations made within this timeframe may be eligible for store credit, provided production has not already commenced.

Once your order has entered production, cancellations may no longer be possible due to the customised nature of our products.

Please note: Cancellation eligibility may vary depending on how far your order has progressed, particularly for large or highly customised orders.

IMPORTANT

By placing an order with Sweet Sugar Cookie Co., you acknowledge and agree to these Refund, Return & Cancellation Terms, as well as our Shipping & Delivery Terms.

For any questions or concerns regarding your order, please contact us as soon as possible so we can assist you.