Refund policy

Returns

Our cookies are baked fresh to order and are a perishable food item, so we can’t accept returns. We don’t offer refunds or exchanges for change of mind, for example if you ordered the wrong flavour or no longer want your order.

Damaged, faulty or incorrect orders

If your order arrives damaged, isn’t safe to eat, isn’t as described, has a fault, or you received the wrong item, please contact us as soon as you can. Send your order number and a clear photo of the cookies and the packaging so we can sort it out quickly. You don’t need to send anything back.

You’re entitled to a remedy, which may be a replacement or a refund, in line with the Australian Consumer Law.

Lost or delayed orders

If your order hasn’t arrived, contact us and we’ll follow it up with Australia Post. If it’s lost, we’ll arrange a replacement or refund.

Order changes and cancellations

Need to change or cancel an order? Contact us as soon as possible. We can usually make changes before we start baking on Sunday, but once your order has been baked or shipped, we’re unable to modify it. See our shipping policy for details.

Refunds

If a refund is approved, it will go back to your original payment method. Your bank or payment provider may need extra time to process it. If you haven’t seen your refund after a reasonable time, contact us.

Your consumer rights

This policy doesn’t limit any rights you may have under the Australian Consumer Law, including rights that apply if goods are faulty, not as described, or not delivered within the agreed timeframe.

Contact

To report a problem, ask about a cancellation, or ask about a refund, email us at sugar.and.skye@outlook.com or use the contact details in our contact information policy.