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.
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. Our cookies are individually heat sealed and wrapped to ensure freshness. They can last up to 8 weeks.
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.
CREDIT STORE 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 email@example.com
We do not offer refunds for any custom orders. Please ensure you are certain before placing an order with us.
CUSTOM COOKIE ORDER POLICY
Sugar Rush aims to fulfill any request our clients have, including custom cookie shapes and designs to best suit your needs. However, we do not offer refunds for these one-off design orders. Please ensure you are certain before placing an order with us.
The design process is a collaborative one. We take on board all your needs and wants, and you trust us to produce the best product to our ability. It is a process where neither of us can be certain of the outcome. There may be times when issues in development arise and compromises to the design or finish of the cookie must be made to deliver your custom order on time. Our goal is to make you look good! And any such compromises will be done with that goal as our #1 priority to best represent you!
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.
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.
- All refunds will only be processed once the order has been returned.
- All returns are at the senders expense.