Refund policy
Refund & Return Policy
Because every cookie is made to order with care, I want to make sure you're completely happy with your experience. Please take a moment to read through my policy below.
Made-to-Order & Personalised Items
All cookies from Sugar Cookie Collective are handcrafted to order, which means each one is made especially for you. Due to the perishable and personalised nature of my products, I'm unable to accept returns or offer refunds for change of mind once an order has been placed and production has begun.
If your order includes personalisation (names, dates, custom colours, or designs), please double-check all details carefully before submitting — I'll make your cookies exactly as requested.
Change Requests
Need to make a change after ordering? I'll do my best to accommodate requests made within 24 hours of placing your order, provided production hasn't already started. Please get in touch as soon as possible — the sooner you reach out, the better!
Once cookies are in production, I'm unable to make changes to personalisation, design, or quantities.
Damaged or Defective Items
I take great care in packaging every order, but I understand that sometimes things don't arrive as expected. If your cookies arrive damaged, please:
- Take a photo of the damaged items and packaging as soon as you receive them.
- Contact me within 48 hours of delivery with your order number and photos.
Depending on the situation, I'll offer a replacement, store credit, or refund at my discretion. Claims made after 48 hours of delivery may not be eligible.
Shipping Issues
For orders sent via Express Post, once your parcel has been handed to Australia Post, I'm unable to take responsibility for delays or damage caused in transit. If your parcel is lost or significantly delayed, please contact me and I'll do my best to help resolve the situation with Australia Post.
For local pickup orders, please inspect your cookies at the time of collection — I'm happy to address any concerns on the spot.
How to Get in Touch
If something isn't right, please don't hesitate to reach out. I genuinely want every order to be a lovely experience.
support@sugarcookiecollective.com
0411 646 144
I aim to respond to all enquiries within 1–2 business days.
This policy was last updated: July 2026.