Frequently Asked Questions (FAQs)


SENDING IT AS A GIFT?

What a delicious gift idea! If you would like to send our cookies as a gift you’re more than welcome. When filling out your order, don’t forget to let us know if you’d like to add a message and we’ll be sure to include this in the box with the cookies.

POSTAGE AND HANDLING COST

Postage and handling fees for regular post is $12.95 onwards and takes 3 – 5 business days.
Express post is available from $15.95 onwards depending on your location.

PICK UP ORDER

Cookies are available for pick up from Burwood VIC only. Please contact us to confirm the time and day of pick up prior to your order.

DELIVERY INSTRUCTIONS

Have some special delivery instructions we need to be aware of? No problems! Just leave a note with your order so we know eg. Parcel to be left at the front door

SHIPPING TIME

The cookies will be despatched within 3 business days of placing your order. For regular post, it will take 3 – 5 business days to reach you. For express post, the parcel will arrive on the next business day, post-despatch.
For custom or high-volume orders, your despatch date may be longer than 3 business days (but not by much don’t worry!) this will be communicated to you once your order has been received.
And for all your inter-staters, we ship to you too! Internationals, unfortunately you’ll have to book a holiday to have a taste!

SHIPPING AND CARE

Our cookies are heat sealed to ensure freshness. We will also bubble wrap them to avoid any
damage whilst they are shipped to you. Unfortunately, once shipped we can’t protect them so if any arrive damaged please contact us immediately and we will do our best to rectify the issue.

FLAVOUR

Our cookies are vanilla sugar cookies, if you are interested in other flavours, please contact
support.

PRICING

Royal Icing Cookies

Basic - $4.00
Detailed - $4.50 to $5.00
Elaborate/Character Cookies - $5.50+

Marble Fondant Cookies

Regular - $4.00
Large - $4.50
Extra Large - $5.00

Gluten Free Cookies

Regular - $5.00
Large - $5.50
Extra Large - $6.00

We love a custom cookie! Send us through your creative juices, and we’ll turn them into cookies!

SHIPPING ADDRESS

Please kindly ensure your delivery address is correct. Once order has been despatched, we are unable to change the delivery address. If the cookies are sent to a business address, please ensure you include the business name on the shipping address.

TRACKING

Once your order has been despatched, you will received a notification via email from Australia Post.

STORAGE

Our cookies are a little fussy (but only a little bit!) They love to be kept at room temperature, and hate excessive heat! Keep the cookies in the heat-sealed bags to ensure freshness. Once opened, consume within 24 – 72 hours. Please do not refrigerate our cookies.

SHELF LIFE

Our cookies love the heat sealed bags, and will last up to 12 weeks if kept in these. Once opened, they will need to be consumed within 24 – 72 hours to ensure they taste delicious!

REFUND

We know you’ll love our cookies, but if you are not satisfied, please contact us immediately and we will do our best to resolve your issue. To reach us, email hello@sugarrushbysteph.com.au