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Terms & conditions

What is the delivery time and cost: 

Our deliveries are baked and done on the day ! The quality of your cookies will not be impacted as our cookies are freshly baked on the day that they are sent to you. Our delivery service is fulfilled by Maxdelivery and the delivery cost will be calculated by location.

No Delivery on closing days: 

Check out our website for our opening days !

How do I check my delivery status: 

You should get an email notification from Maxdelivery once the order has been picked up with an estimated timeline.

What do I do if I haven’t received my delivery:

If you have not received your delivery by the scheduled time, please reach out to  Maxdelivery directly or contact us here.

What do I do if I missed the delivery of my parcel: 

If you know you won’t be available at the delivery address, you can reach out to our Maxdelivery partner and leave “safe place “ instructions. And the order will be left in a safe place and a photo will be taken as a proof of delivery, followed by a confirmation email. If you are not at home/delivery location when the order is delivered. If no one is available at your address to take delivery, our delivery partner – Maxdelivery, will try to contact you or leave the items in the specified safe place. They may try to ring you via phone to ensure safe delivery.

What do I do if I put the wrong delivery address:

It is the customer’s responsibility to enter all the necessary details correctly (name, phone number, email address, and home address and specify safe place if required) to ensure your parcel gets delivered to the correct address.  All our cookies are baked daily, and Cookiele cannot be held responsible for parcels not reaching the correct destination due to incorrect delivery information being entered at checkout.

Can I make changes to my order? 

Once you have checked out and your order has been prepared, packed and collected by courier, we are unable to make changes to your order. Before that, feel free to contact us for any changes you’d like to make.

What do I do if I have an issue with my delivered parcel:

To enjoy the full flavour and freshness of our cookies, we urge you to make the necessary arrangements to receive your delivery beforehand.  It is customer’s responsibility to reach out to us within 2 days upon receiving the parcel to report any issues, Cookiele cannot be held responsible for issues reported beyond that period.

What is the Returns & Refunds Policy:

As our products are perishable, all food sales are final. Please see below our returns policy: 

Orders cannot be canceled once it has already been packed and collected by our courier partner – Maxdelivery. Please inspect the contents as soon as your order arrives, we will need you to provide us with photographic evidence to begin the enquiry process. If photographic evidence is not provided by customer, Cookiele will not take any further action. 

In the unlikely event that your cookies might be damaged or spoiled during transit, Cookiele will replace the cookie(s).  In the unlikely event that you received the wrong cookie(s), Cookiele will resend the right cookie(s) again. In the unlikely event that your order is lost in transit, Cookiele will resend your order(s). 

We’ll refund your order and shipping costs, except in the following cases:

  • Failed delivery due to an error in the address provided.
  • Failed delivery due to customer not being available to receive their
  • parcel or leave safe place instructions.
  • A photographic evidence is not provided by customer while reporting issues with the order.

Why can’t I order on certain dates:

Dates can become unavailable, after the cut off hours for our deliveries. (4pm  – same day deliveries in Antwerp & 6pm previous day – deliveries outside Antwerp)

Substitutions: 

On rare occasions if we cannot supply you with the exact flavours selected on your order due to stock issues, you will be given a substitution flavour from your current selection.

Cookie Quality:

Our cookies are freshly baked all day every day. For Antwerp & nationwide orders our cookies are carefully packaged on the day to ensure absolute freshness.

Allergen Information: 

Due to the handling of peanuts and nuts in our production kitchens, traces of peanut or other nuts may be present in all of our recipes. For this reason, we would advise that Cookiele cookies are not suitable for nut allergy sufferers. This includes gluten too.

© 2022 Cookiele. All rights reserved. |  Terms & conditions