SHIPPING TIME
The cookies will be dispatched within 4-5 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 within 1-2 business day, post-dispatched.
For custom or high-volume orders, your dispatch date may be longer than 5 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! For QLD, NT, WA, please allow 5-7 business days on regular post, and 2-3 business days on express post. 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 damages. Unfortunately, once shipped we can’t protect them so if any cookies are damaged please contact us immediately and we will do our best to rectify the issue. We do not offer refunds for damaged cookies but we can send a replacement.
DELIVERY DATE
Once you have selected your preferred delivery date, we will send them a few days prior to the required date. In the event that your parcel is delayed, Sugar Rush by Steph is not responsible for this matter. We do not offer refunds if your parcels are delayed as this is only an estimated time. As you can appreciate, once parcels are dispatched, we rely on the couriers to fulfil the delivery. We strongly recommend you to select your date a week prior to your required date to avoid disappointment.
SHIPPING ADDRESS
Please kindly ensure your delivery address is correct. Once order has been dispatched, 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. Please note that we do not ship to PO box address.
ORDER CANCELLATION & REFUND POLICY
Order cancellations are not permitted once an order has been placed. We offer refunds in the form of store credit only—cash refunds are not available. Please note that we do not accept changes of mind, as materials and labour time have already been allocated to your order. Therefore, we kindly ask that you ensure all details are correct and that you are certain before placing your order.
STORE CREDIT 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
We strictly do not offer refunds, please ensure you are certain before placing your order.
DAMAGES
Sugar Rush by Steph is not responsible for any damages during transit. Whilst we ensure all our cookies are packed well, in the unlikely event that the cookies are damaged during transit, we do not offer refund for this instance. We recommend you to order extra cookies to avoid disappointment.
VARIATIONS DISCLAIMER
Please note that while we strive to maintain consistency in our cookies, variations may occur in cookie shape and colour due to the handmade nature of our production process. This includes differences in colour and appearance. At Sugar Rush by Steph, each cookie is crafted with care and attention to detail, and while we aim to deliver the highest quality products, slight variations are inherent to the artisanal nature of our baking. We appreciate your understanding and support as we continue to handcraft each delicious treat for you to enjoy.
CUSTOM ORDERS
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Custom orders are agreed upon and finalised between both parties. The outcome of the cookies is indeterminate until they are made.
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As the customer, you trust us to decorate the cookies according to your specifications.
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Please note that there may be slight differences in the artwork and the final outcome as our cookies are handcrafted, relying on the skill and craftsmanship of our team.
By placing a custom order with us, you acknowledge and agree to these terms and conditions. We strive to create beautiful and unique cookies that meet your expectations, and we appreciate your understanding of the nature of our handcrafted process.
We strictly do not offer refunds for custom orders as labour time and materials have been used to create your order.
RETURNS
If you are not completely happy with our purchase, please read our returns policy and conditions carefully to ensure you are eligible for return.
- Items must be returned within 7 days from the date of delivery, in an untouched and unopened condition with all cookies still heat sealed and wrapped.
- Items must be undamaged and uneaten while in the customer's possession.
- Refunds cannot be processed for shipping delays.
- Returns are only applicable to our pre-designed cookies available on our website. Returns are not applicable to custom orders. We strictly do not offer refunds for custom orders as labour time and materials have been used to create your order.
- All refunds will only be processed once the order has been returned.
- All returns are at the senders expense.
