Shipping and Delivery Terms
All cookies are sent via AusPost Express delivery with a minimum fee of $9.95 Australia-wide. Large scale and custom orders / corporate send outs may incur additional fees.
Majority of orders arrive within 1-2 business days however please allow extra time for areas like WA, NT and general rural locations. Delays associated with Australia Post delivery times are entirely out of our control however we make our best effort to ensure we allow enough time for your cookies to arrive on or before their due date.
We encourage you to plan ahead and schedule your delivery for example Wednesday if you require the cookies for an event on the weekend.
Our cookies are baked fresh the day they are sent out and last up to 6 weeks so “2 day old cookies” are a very fair compromise to ensure your cookies arrive in time for your event. If your wedding is on a Saturday or Sunday please DO NOT choose your delivery of 300 cookies to arrive on the Friday. If Australia Post is held up that day, they will be held in a post office or warehouse until the Monday, and accessible from the next business day.
If you live nearby, you are welcome to pickup from us in Enfield NSW 2136 however you MUST advise us of this via email or social media communication so that we know NOT to send your cookies out with all of the other orders that we post. You are NOT able to come to our studio unannounced wishing to collect your order.
Issues with your order that occur once the cookies have left our HQ are unfortunately no longer within our control. If you are unsure about the location of your package we encourage you to follow the tracking sent via AusPost to your email that was provided when you placed your order. If you are unsure where your parcel was left, or what post office it was taken to in the event that you were not home or the driver felt it was unsafe to leave there, please contact Australia Post first.
While we are always happy to help resolve your issues, we simply are not in charge of the delivery process and the information / tracking details we have access to are the exact same display of information that you as a customer would have received via your AusPost emails and app tracking.
In the unlikely event that your cookies have incurred some kind of breakage or damage while in transit with Australia Post we ask that you advise us of this immediately.
We do our best to secure the cookies as flat and evenly as possible and support the boxes with bubble wrap, packing pellets and fragile tape however in some rare cases, this may not be enough.
If the cookies have been in your care for +24 hours, or you had them delivered on Wednesday and advise us on Saturday at midday that your cookies are broken, we no longer take responsibility for such circumstances as there is a greater likelihood that this breakage has now happened while the cookies were in your care.
Alternately, if you open your cookies on the day they arrive and advise us with photographic proof that our packaging or arrangement of the cookies is the fault and cause of cookie breakage then we absolutely will happily compensate you for the losses, and where possible, send replacement cookies for those that have broken if necessary, on the condition that there is enough time for them to arrive.
In the equally unlikely event that there is an error with your cookies e.g. wrong colour, incorrect spelling etc then we take full responsibility for this. Please contact us urgently to help resolve the issue. If there is enough time for a new delivery to occur we would love to remake the cookies for you, exactly as you have ordered them to be but you will be compensated either way.
Can I order for a future date?
YES! You will be given the option at checkout to select your delivery date.
You can can order for weeks or months in advance.
Can you accomodate last minute orders?
YES! If your order is extremely urgent please contact us at info@prettybites.com.au and we will assist you in placing a last minute order.
PLEASE NOTE: If you have selected authority to leave unattended shipping, you take full responsibility of your parcel should it go missing, if you'd like to eliminate the risk, please select with signature shipping.
If you have any similar issues or require some more information on our delivery process and terms and conditions, please do not hesitate to get in touch.