FREQUENTLY ASKED QUESTIONS

HOW FAR IN ADVANCE SHOULD I PLACE MY ORDER?

Orders placed before 9am are dispatched after two business days. E.g., an order made at 8am Monday morning will be dispatched on Wednesday. 

Orders placed after 9am or on weekends will be dispatched two days after the following business day. E.g., Order placed at 10am on Monday morning will be dispatched on Thursday. 

Postage time varies based on the postage method and your location. Please be aware of postage times before ordering and contact us with any queries or urgent requests. 

 

Once orders are dispatched, you will be sent your tracking number via email. Be sure to check your junk mail if you haven’t received it.

  • Express post is 1-3 business days depending on location.

  • Parcel post is 3-7 business days depending on location.

These estimates are given to us by Australia Post and can vary especially during busy periods e.g., Christmas and due to the current pandemic.

HOW LONG WILL MY COOKIES TAKE TO ARRIVE?

Orders placed before 9am are dispatched after two business days. E.g., an order made at 8am Monday morning will be dispatched on Wednesday. 

Orders placed after 9am or on weekends will be dispatched two days after the following business day. E.g., Order placed at 10am on Monday morning will be dispatched on Thursday. 

Postage time varies based on the postage method and your location. Please be aware of postage times before ordering and contact us with any queries or urgent requests. 

 

Once orders are dispatched, you will be sent your tracking number via email. Be sure to check your junk mail if you haven’t received it.

  • Express post is 1-3 business days depending on location.

  • Parcel post is 3-7 business days depending on location.

These estimates are given to us by Australia Post and can vary especially during busy periods e.g., Christmas and due to the current pandemic.

WHAT ARE THE COOKIES MADE FROM?

Gingerbread 
Sugar, flour, butter, eggs, honey, mixed spice, bi-carb soda.

 

Vanilla Cookies
Sugar, flour, corn flour, butter, egg, vanilla, lemon.

Chocolate Cookies
Sugar, flour, corn flour butter, egg, vanilla, cocoa.

 

Icing
Sugar, water, lemon juice, vanilla, pasteurised dried egg white powder.

Coloured cookies may contain 129, 102, 122, 123, 133, 110.

 

Fondant
The Cookie Spot uses Fondtastic Premium Fondant.

HOW LONG WILL THE COOKIES STAY FRESH?

As cookies are a sugar-based product, they will remain fresh long after you can resist the temptation of eating them!  However, we recommend consuming them within two months of delivery for the best experience.

HOW SHOULD I STORE MY COOKIES?

The Cookie Spot cookies enjoy being kept at room temperature. Try to avoid excessive heat and make sure to hide them from hungry children and partners to ensure they last as long as possible.

WILL MY COOKIES LOOK EXACTLY LIKE THE IMAGES ONLINE?

The Cookie Spot takes great care to ensure your cookies look and taste great. We are a handmade product and sometimes you may see a slight variation in each cookie. We hand colour, so each batch may vary slightly and each marbled cookie may look slightly different.

 

If your cookies are damaged or you believe there are any quality issues at all, please contact us immediately.

CAN YOU CREATE CUSTOM COLOURS?

Yes. We are more than happy to colour match as per your request to ensure your design is actually as you envisioned. Please be aware there may be an extra small charge for this service.

DO THE COOKIES CONTAIN NUTS?

Our cookies may contain traces of NUTS and PEANUTS.

CAN YOU CATER FOR VEGANS OR GLUTEN FREE DIETS?

Not just yet - but we are working on it. Stay tuned...

THE ICING IN MY DIY KITS LOOKS LIKE IT HAS SEPARATED. IS THIS NORMAL?

This is completely normal. Gently kneed the icing in the bag for around two minutes or until it comes together.

WHAT IS THE CANCELLATION POLICY?

The Cookie Spot reserves the right to cancel or refuse an order. In this case, we will advise you within 24 hours of placing your order and process a full refund of any payment made. 

For cancellations of a confirmed order, please see the following:

  • 2 weeks or more from delivery date - FULL REFUND

  • 1-2 weeks from order delivery - 50% REFUND

  • Within 1 week of order delivery - NO REFUND

 

Upon placing your order, you acknowledge that you have read and agree to these Conditions.

HOW ARE THE COOKIES SENT TO ME?

We put our heart and soul into preparing our cookies for you, so we take the utmost care to ensure they arrive to you in the condition they leave our kitchen.

We have some pretty tough cookies. They like to travel and don’t mind a little heat. However, if you live in a hot and sweaty state, or are experiencing severe weather, it would be advisable for someone to be home to receive the delivery.

 

We use solid packing materials, as well as bubble wrap and padded boxing. Of course, due to the nature of our business, minor movement is inevitable. If you believe your order has arrived in less than satisfactory condition, please contact us immediately, providing photos of the delivered goods so that we can follow up your query and achieve an acceptable solution with our delivery partners. 

Postage rates are as advertised - please check individual items for more details.