Refund policy

Because our products are handmade, perishable food items, all sales are final and non-refundable except in the specific cases below.

We will replace or refund your order if:

  • The cookies arrive damaged or broken.
  • You received the wrong order.
  • The order was significantly different from what was described at purchase.
  • There is a quality defect (e.g., stale, off-taste).

To request a replacement or refund:

  1. Email us at keookies@gmail.com within 48 hours of pickup, delivery, or — for shipped orders — the carrier's delivery confirmation.
  2. Include your order number and photos of the issue (for damage, photos of the packaging and the cookies).
  3. We'll respond within 2 business days with a resolution — typically a replacement order at no charge, or a refund to your original payment method.

What we can't refund:

  • Orders where the customer provided an incorrect pickup, delivery, or shipping address.
  • Orders not picked up within the agreed window, or delivery refused at the door.
  • Shipped orders returned to sender, unclaimed, or undeliverable due to an address error.
  • Custom orders that match the approved design proof but the customer changed their mind.
  • Damage resulting from extreme heat if the order was left outdoors after delivery, or if a shipped package sat unretrieved after the carrier marked it delivered.
  • Carrier delays outside our control. We ship early in the week and package for transit, but we can't guarantee a carrier's timeline.
  • Normal variations in handmade cookies (each cookie is individually decorated and minor variation is expected).

A note on shipped cookies

We package every shipped order to survive the trip, and we ship early in the week so nothing sits in a truck over a weekend. If your cookies arrive broken or damaged anyway, that's on us — send a photo within 48 hours and we'll make it right.

Cancellations

Custom orders can be cancelled for a full refund up to 24 hours after design approval. After that, cancellation is at our discretion based on how far along production is.

Ready-made orders (Cookie Sets, Gift Boxes) can be cancelled for a full refund before they're prepared or shipped. We typically begin preparing within 2–3 business days, so contact us as soon as possible if you need to cancel.