Refund policy

Refund Policy

Postal Orders

We want every experience with us to feel thoughtful and smooth. Because our products are freshly made and perishable, we’re unable to offer refunds or exchanges on food items.

If your order wasn’t delivered due to an incorrect or incomplete shipping address, we’re truly sorry — but we’re unable to resend or refund in these cases.

Likewise, if the courier has made several delivery attempts and the parcel is returned because it wasn’t collected, we’re unable to offer a refund or replacement.

If your order arrives damaged or incorrect, please send us a photo so we can take a closer look and determine how best to help. To qualify for a return, the item must be unused, in its original condition, and still in its original packaging.

To begin a return, please email us at scookieatelier@gmail.com with your order number or proof of purchase. If your request is approved, we’ll guide you through the next steps.

Local Pickup

When you arrive to collect your order, our team will happily walk you through it to make sure everything feels just right before it’s carefully boxed and handed over. Because our treats are freshly made and perishable, we’re unable to offer refunds or exchanges once your order has left the store.

 

Creative License

Every custom order is lovingly handmade, which means each piece is one-of-a-kind. We always use the same coloring in-store, but natural differences in ingredients and technique mean no two products will ever be identical. These small variations are part of what makes each creation uniquely yours.

Order Cancellations & Modifications

We understand that plans can shift, and we’re happy to help with changes when possible. Please note that any modifications or cancellations incur a $10 admin fee to cover processing. Within 7 days of your scheduled pickup, we’re unable to make changes or accept cancellations, as your order will already be in progress.

You can always contact us for any return question at scookieatelier@gmail.com.