Shipping policy

SHIPPING & DELIVERY TERMS

PLEASE PLAN AHEAD

When placing your order, the date you select must be the date you require your cookies to arrive, not necessarily the date of your event.

For example, if your event is on Saturday, we strongly recommend selecting Wednesday as your required delivery date. This allows additional time for your parcel to travel and provides a buffer in case of unexpected postal delays.

Please do not select your event date as your delivery date if you are ordering via Australia Post. We strongly recommend allowing extra time, particularly for important events.

Your shipping date and postage method will be determined based on the date of your event/order requirements. Once your order has been dispatched, you will receive an email containing your Australia Post tracking number.

AUSTRALIA POST & DELIVERY DELAYS

Once your parcel has been handed to Australia Post, it is no longer within our control.

We are not responsible for delays, missed delivery estimates, lost parcels, incorrect tracking updates, or other issues caused by Australia Post or the delivery network.

The tracking information available to us is the same information available to you. If you have questions regarding the location or progress of your parcel, please refer to your tracking number or contact Australia Post directly.

Choosing a delivery date does not guarantee that Australia Post will deliver on that exact date.

Please allow extra time when ordering for an important event.

LOCAL PICK-UP

If you are choosing pick-up, please do not enter the date of your event.

Your cookies should be collected the day before your event wherever possible. When placing your order, select the actual date you would like to collect your cookies.

For example, if your event is Saturday, select Friday as your pick-up date.

BROKEN OR DAMAGED COOKIES

Our cookies are carefully packaged to minimise the risk of damage during transit. However, once your order has been delivered, it becomes your responsibility to store and handle the cookies appropriately.

If your cookies arrive damaged or broken, you must contact us within 24 hours of delivery and provide clear photographic evidence of the damage.

Claims made after this 24-hour period may not be accepted, as we cannot determine whether the damage occurred during transit or after the cookies were received and while they were in your care.

If you contact us within the required timeframe and photographic evidence shows that the damage was caused by an issue with our packaging, we will assess the situation and compensate you for the affected cookies. Where possible, and provided there is sufficient time before your event, we may offer replacement cookies for the damaged items.

 

ERRORS WITH YOUR ORDER

We take great care when preparing your order. If we have made an error, such as:

• Incorrect spelling or personalisation

• Incorrect colours

• Incorrect designs or details

• Other errors that differ from your confirmed order

Please contact us as soon as you notice the issue and provide photos where applicable.

If the error is confirmed to be on our behalf, we will take full responsibility and work with you to resolve the issue.

Depending on the circumstances and the amount of time available before your event, we may:

• Remake the affected cookies

• Provide replacement cookies

• Issue a full refund

• Provide store credit

Our ability to remake or replace cookies will depend on the timeframe and availability. For this reason, please contact us as soon as possible if you notice an issue with your order.

 IMPORTANT

By placing an order with Sweet Sugar Cookie Co., you acknowledge and agree to these shipping, delivery, pick-up and damaged-order terms.

We strongly recommend planning ahead and allowing additional time for postage, particularly when your cookies are required for an important event. Once your order has been dispatched, delivery times and the handling of your parcel are outside of our control.