Returns, Refunds & Cancellations πͺ
At Choc Topped Cookies, every order is freshly baked to order, individually prepared and carefully packaged to ensure the best quality and freshness.
Please read our policy below before placing your order.
1. Order Cancellations
We understand that plans can change!
- You can request to cancel your online order within 1 hour of placing your order by emailing choctoppedcookies@gmail.com.
- After the 1-hour window, your order may already be in preparation, and cancellations can no longer be guaranteed.
- We recommend checking your flavours, quantities, delivery details and requested dates carefully before completing your purchase.
2. Returns & Change of Mind
As our cookies are freshly baked to order, we do not accept returns or offer refunds for change-of-mind purchases.
This includes:
- Ordering the wrong flavour or quantity.
- No longer needing your order.
- Changing your mind after purchasing.
- Ordering for an occasion that is later cancelled.
We encourage all customers to double-check their order before checkout.
This policy does not affect your rights where an order is faulty, damaged or otherwise does not meet the required consumer guarantees.
3. Damaged or Incorrect Orders
We take great care when baking, preparing and packaging every order. However, if your cookies arrive severely damaged or you receive an incorrect order, please contact us as soon as possible.
Please email choctoppedcookies@gmail.com with:
- Your order number.
- Clear photos of the affected cookies and packaging.
- A brief description of the issue.
Weβll review the issue and discuss the appropriate solution with you.
4. Shipping & Australia Post
All online orders are freshly baked in Brisbane and dispatched via Australia Post Express Post on Mondayβs and Wednesdays depending on how many orders we get per week, this could be more.
Once your order has been dispatched, delivery is handled by Australia Post. Delivery timeframes are estimates and may vary depending on your location and Australia Postβs service.
If your parcel is delayed or missing, please check your tracking information and contact Australia Post directly to follow up on the delivery.
If your tracking shows that your order has not arrived, please email us with your order number and tracking details so we can review the situation with you.
Please note that delivery issues may be outside our direct control. However, we will assess any reported missing or damaged orders on a case-by-case basis.
5. Incorrect Delivery Details
Customers are responsible for providing accurate shipping addresses, postcodes, contact details and delivery instructions at checkout.
If you notice an error, please contact us immediately. We cannot guarantee changes once an order has been processed or dispatched.
We cannot be held responsible for delivery issues caused by incorrect or incomplete details supplied at checkout, including parcels delivered to the address provided.
If a parcel is returned to us due to incorrect details, additional postage or redelivery fees may apply.
6. Freshness & Packaging
Every order is freshly baked to order and carefully heat-sealed and packaged to help protect the cookies during transit and prolong freshness.
As our cookies are handmade, slight variations in appearance, shape, decoration and texture may occur between batches.
Please follow the storage instructions provided with your order to maintain freshness and quality.
We cannot be responsible for deterioration caused by improper storage or handling after delivery.
7. Refunds
If a refund is applicable, we will discuss the situation with you and confirm the next steps.
8. Contact Us
For cancellation requests, damaged orders, incorrect items or delivery enquiries, please contact:
Email: choctoppedcookies@gmail.com
Please include your order number so we can assist you as quickly as possible.
9. Brisbane Local Pickups & Deliveries π€πͺ
Our Brisbane pickup and delivery orders are freshly baked to order, especially for you!
As each order is made just for you, we kindly ask that you double-check your order and make sure youβre available at your agreed pickup or delivery time.
Please note that weβre unable to offer refunds for cancelled pre-orders or orders that are not collected at the agreed pickup time. Delivery fees are also non-refundable in these circumstances once delivered.
If your plans change, please reach out to us as soon as possible, and weβll do our best to help where we can.
Thank you so much for understanding and supporting our small business! π€
Nothing in this policy takes away any rights you may have under applicable Australian consumer guarantees.