At The Cookie Empire, we want every cookie you enjoy to be fresh, delicious, and worth coming back for. Whether you shop with us in-store or online, we’ll always do our best to make things right if something isn’t as expected.
In-Store Purchases
- As our cookies and baked goods are perishable, we are generally unable to accept returns once they’ve left the bakery.
- If there’s an issue with your order (for example, it’s not what you asked for, or there’s a problem with freshness/quality), please let us know on the day of purchase so we can fix it straight away.
- Depending on the situation, we may offer a replacement item or a refund.
Online Orders / Deliveries
- If your order arrives damaged, incorrect, or not up to standard, please contact us within 48 hours of delivery with your order number and a photo.
- We’ll review your request and can provide either a replacement or refund depending on the circumstances.
Cancellations
- In-store pre-orders (like for cakes, bulk cookies, or special events) can be cancelled for a full refund if requested at least 24 hours before pickup.
- Online orders can be cancelled up to 24 hours before baking begins.
- Once your order is being baked, we’re unable to cancel or refund.
How to Request a Refund
- Visit us in-store or email us at refunds@thecookieempire.com or contact us via @thecookieempire on instagram.
- Provide your receipt/order number, details of the issue and photos if applicable.
- We’ll respond within 2 business days.
Our Promise
We’re all about spreading joy through cookies. If something goes wrong, please reach out we’ll do our best to make sure your experience with The Cookie Empire is a sweet one.