By selecting “Agree,” you acknowledge that you have read and accept the Order Terms & Conditions and Cancellation Policy outlined below.

Orders are not confirmed until they have been discussed with our team and paid in full. Filling out an inquiry form does not guarantee availability. Once an invoice is sent, the client has 24 hours to complete payment before the order slot may be given to someone else. A confirmation email will be sent after payment is received.

If a client does not respond for more than 24 hours while an order is under discussion, we may become fully booked and unable to accommodate the request. We do not send reminder emails—it is the client’s responsibility to respond in a timely manner and complete payment to secure their order.

Clients must thoroughly review the Order Summary provided before payment, as this is the exact reference we use. Regardless of prior discussions, any errors accepted by the client in the summary (e.g., flavour, colours, spelling, details) are final, and no refunds will be issued for mistakes that were approved. Please make sure no details are missing from the summary or those details may not be included regardless of prior correspondence.

We are not an allergen-free facility and cannot guarantee that any product is free from peanuts, nuts, gluten, dairy/milk, eggs, soy, sesame, sulphites or other allergens—even if informed of an allergy. All of our cookies are made in an environment that processes these ingredients.

Metallic gold, rose gold, and silver edible paints are for decorative purposes only but are used on our cookies as it is non-toxic. If you wish to exclude these, you must specify at the time of ordering.

We reserve the right to photograph and share all cookie designs on our website, social media, and marketing materials unless otherwise agreed upon before order confirmation.

We are not responsible for any damage to cookies after pickup. Once an order leaves our facility, no refunds or credits will be issued for damage.

Orders must be picked up on the agreed date and time. If an order is not picked up within 7 days, it will be discarded without notice, and no refunds or credits will be issued. One courtesy reminder (call or email) may be attempted, but no further follow-ups will be provided. Clients are responsible for checking our business hours for pickup.

Cookie designs may vary slightly from inspiration images provided by clients, as we may use a slightly different cookie cutter. We do not guarantee exact colour matches for any order, as different monitors display colours differently and edible gel colours may develop in the icing and change slightly after drying.

CANCELLATION POLICY

Payments are non-refundable in the event of a client order cancellation. If cookies are prepared but not picked up, they will not be remade for a future date, and no refunds or exchanges will be given.

For rescheduling, a minimum of two weeks’ notice is required (four weeks for orders of 250+ cookies). Rescheduling is subject to availability, and if we are fully booked, we may not be able to accommodate the new date. The more notice given, the better the chance of rescheduling.

Reschedule requests made with less than two weeks’ notice are not eligible for refunds, exchanges, or credits. If a design change is requested, pricing may differ, and changes will only be accommodated with sufficient notice. Clients may reschedule a maximum of two times, and rescheduled orders must be picked up within six months of the original date. If the order is not redeemed within this timeframe, it will be forfeited without a refund.

AGREEMENT TO TERMS

By placing an order, the client acknowledges that they have read, understood, and agreed to all Terms & Conditions, including the Order Terms, Cancellation Policy, and Delivery Terms.