Refund & Policy
At Cookies Please, we take great care in preparing every order. As our products are freshly baked and perishable, the following Refund & Return Policy applies.
Returns
Due to the perishable nature of our products, returns are not accepted.
We are unable to accept returns for:
- Change of mind
- Incorrect orders placed by the customer
- Orders that have been opened or partially consumed
Refunds
Change of Mind
We do not offer refunds for a change of mind once an order has been placed.
Custom & Corporate Orders
All custom and corporate orders are made to order.
- Once production has commenced, orders cannot be cancelled, refunded, or exchanged
- Any deposits paid for custom or corporate orders are non-refundable
Damaged or Incorrect Orders
If your order arrives damaged, incorrect, or faulty, please contact us within 24 hours of delivery with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will review the issue and, where appropriate, offer a replacement or refund in accordance with this policy.
Delivery & Courier Issues
Once your order has been dispatched, Cookies Please is not responsible for delays caused by couriers, delivery disruptions, or incorrect delivery details provided at checkout.
We strongly recommend ordering with sufficient time allowance for important events.
Australian Consumer Law
This policy does not exclude or replace your rights under the Australian Consumer Law.
You are entitled to a refund, replacement, or repair if goods are faulty, unsafe, or significantly not as described.
Contact Us
If you have any questions regarding this policy or believe your order qualifies for a refund or replacement, please contact us as soon as possible so we can assist.