1.1 To order on www.PersonalisedCookies.com.au you will be required to specify:
(a) the items/cookies that you want to order and allow minimum 5 working days from placing the order;
(b) the date for delivery ensuring you allow for extra time if there are delays with Australia Post;
(c) how you wish to pay (credit card, direct deposit or paypal)
(d) details we require to finalise your order including your personal details.
(e) that all information (specifics) regarding the order that may have been discussed via Facebook, Instagram, text or email is copied into the ‘Additional Information’ section to ensure all information is kept in the one place. We cannot keep track of all correspondence across all mediums. If it isn’t on your confirmation it unfortunately won’t be included in your order.
1.2 Please ensure that you check all of the details you enter and correct as your order will be processed once payment has been confirmed.
1.3 We reserve the right to refuse any order on any grounds.
2 SPECIFYING REQUIRED DATE & POSTAGE
2.1 When submitting an order, you will be asked to enter a date for which the order is required to arrive by – make sure you allow extra time for postage delays. The booking calender will show if your required date is available.
2.2 If you do not enter a date, your order will be posted as soon as possible.
2.3 All orders are sent via express post through Australia post. We do not take responsibility for delays caused by Australia Post and strongly recommend allowing extra time for your cookies to be delivered if they are for a gift or event for a specific date. Cookies come individually sealed, wrapped in tissue paper and in box with bubble wrap if needed. These are perishable items however. Damage may occur in the shipping process. Personalised Cookies is not responsible for this.
2.4 We aim to be sustainable and try to recycle postage boxes where possible.
2.5 Please only select pick up if you intend to pick up your order from Wilston in Brisbane and you will need to pre arrange a day with Nikki as it’s subject to availability.
3.1 All prices do not include GST (business not eligible at this stage) . If you request an invoice this will not include GST.
3.2 We reserve the right to refuse an order or alter the agreed price if an incorrect price was given due to a software malfunction or interference with the booking platform.
4.1 You must pay for the Products at the time of submitting your order using an approved payment method (Square, PayPal or direct deposit).
4.2 The payment will be processed by us immediately and will be debited from your account in the time frame set by your card or account provider.
4.3 If we are unable to authorise your payment via the selected payment method at check out, your order will not be processed and therefore cancelled.
4.4 We have engaged a third party payment provider to securely process credit and debit card payments and store payment details for account holders. We will not store your credit or debit card information on our servers and will not have direct access to your payment information.
5 CHANGES & CANCELLATIONS BY YOU
5.1 Changes will be accepted within 2 hours of your order being placed.
5.2 Cancellations are permitted within a reasonable time frame provided packaging and ingredients have not been purchased for your order.
5.3 Cancellations are not permitted once order has been made or shipped
5.4 Refunds are returned by original payment method
6 CHANGES & CANCELLATIONS BY US
6.1 If we are unable to fulfil your Order due to unforeseen circumstances, or if one of the products is no longer available, we may contact you to cancel or vary your order.
6.2 In such a case, we will determine whether it is appropriate to:
(1) replace the unavailable item with another item of a similar value;
(2) provide a partial refund of the price of the unavailable item;
(3) cancel the entire order and provide a full refund; or
6.3 Any approved refunds will be processed immediately
7 REFUND POLICY
7.1 If you are not happy with your experience please contact us immediately and we will work to resolve your concerns
7.2 Any complaint must be submitted to us within 48 hours of receiving your order. We will review your request and get back to you as soon as possible on how we propose to rectify your experience.
7.3 Any decision to grant a refund will be at our discretion (subject to our legal obligations) but we will always endeavour to address any complaints to your satisfaction. We will process any approved refunds within 5 business days of approval.
Our cookies are made with Vanilla Beans. Cookies are made in a kitchen that does also process nuts and other common allergens.
- possible traces of nuts including peanuts
- possible traces of seeds
- contains egg
- contains gluten
- contains dairy