Frequently Asked Questions

Have a question? Maybe yours might be quickly answered below and you can also view our T&C’s HERE

Do you have a licence to sell food?
YES definitely! Not only do we offer high quality products, but we are accredited with a Four star BCC ‘eat safe’ rating and a registered BCC approved kitchen with food licence. Plus a clear to work certificate SITXFSA001 which is nationally recognised training.

Do you do custom orders? Sure do! If you have something special in mind, drop us an email and we will work with you to create something personal and special!

What are the small little black specs in my cookie?
As we use premium ingredients you will find traces of Madagascan Vanilla bean seeds through your cookie.

Can you guarantee you can personalise any message? We won’t be able to guarantee all message requests. If we feel we are unable to meet your specific needs we will cancel and refund your money.

Shipping-  Currently we are unable to ship large items like Cookie Cakes due to their size. We are however able to ship personalised cookies.  Every effort is made to package your cookies with the care and attention they deserve and in the same condition as they leave us. Please understand these are a baked, handmade item and therefore some crumbs may be visible and damage may occur while in transit with Australia Post. Personalised Cookies cannot be held responsible for damage caused by Australia Post.

Why isn’t shipping coming up for my cookie cake? We are unable to ship cookie cakes at this time. Pick up only from Windsor QLD.

Do you ship internationally? Sorry only currently shipping Australia wide.

Can we pick up?  Certainly! Save on postage and pick up at our location in Windsor QLD. Pick up days are Thursday, Friday, Saturday & Sunday subject to availability.

Do your cookies contain nuts?   No, however the cookies are made in a kitchen that does also process nuts and other common allergens.

VANILLA COOKIE WITH ICING CONTAINS:
  • possible traces of nuts including peanuts
  • possible traces of seeds
  • contains egg
  • contains gluten
  • contains dairy

What is the shelf life of my cookie?  Cookies can last up to a month.  Please store in a cool, dry, dark place (not fridge). Once opened please keep in sealed container.

What if I need to cancel or change my order?  Please communicate with us as soon as possible and we will do our best to accommodate any changes. As you can understand, cookies are perishable items and once personalised after you place your order we are unable to offer a refund.

Do you offer a gluten free or vegan option? We are currently offering gluten free options – contact us and we will work with you.

What if i need my cookies by a specific date? Head to our contact page and email us in the quote section if you have a specific date request or last minute orders. We will do our best to accommodate you.

Do you put in little notes for gifts? YES! We are all about personalisation – if you need a little something special in there, we are more than happy to help you out. Just let us know what message you would like us to write and we will slip it in.

Do you work with influences/bloggers?  If you have a great idea that involves cookies or you think you might be a good match for Personalised Cookies, just get in touch via email and lets see if we can work together!

I made a mistake on my address, can you help me? Sorry unfortunately once an order has been sent, we cannot change the delivery address or get in contact with Australia Post. Please triple check your order details before you submit and don’t forget if you are sending to a Business don’t forget to include the Business name or Australia Post might reject it. If your item needs to be re-sent due to incorrect details, you will be responsible for re-delivery charges.

Are my cookies tracked? Once we have dispatched your order, you will receive a confirmation email and tracking number to keep an eye on your package.

How much is your shipping?
Shipping is from $13 for express overnight/next day delivery for cookies. If your postcode doesn’t fall within Australia Posts next day guarantee you will receive it within two days. Postage costs include packaging + handling charges 🙂

Do you have a coupon code? YES! Our coupon codes offer 2-for-1 deals, discounts, freebies and a whole lot of other great deals! Once you sign up to our VIP newsletter we will have monthly discount coupon codes for our subscribers.

What happens if  I’m not happy? Your happiness is our number one priority. If you are not entirely satisfied with your order please contact us immediately. Email us hello@personalisedcoookies.com.au and we will work together to resolve it.

NEED COOKIES SOON? PLEASE VIEW AVAILABILITY IN CALENDAR ON ORDER PAGE :) FULLY BOOKED TILL MID NOVEMBER. MIN ORDER IS 6 COOKIES. PLEASE BRING FORWARD YOUR REQUIRED DELIVERY DATE BY 2 DAYS DUE TO DELAYS WITH AUS POST.

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