Refunds & cancellations

Because every box is baked to order, our policy works like this:

• Cancel before the cut-off (8:00 p.m. the day before your pickup day): full refund to your original payment method. Email [email protected].
• After the cut-off: your cookies are already baked, so we can't refund the order — but you can send someone else to pick up (they just need the name on the order), or contact us and we'll try once to move your box to the next pickup window, subject to capacity.
• Missed pickup (no-show): orders not collected by the end of the pickup window can't be held or resold for food-safety reasons and are forfeited without refund. If something goes wrong on the day, email us before the window closes — we'll always try to help.
• Our mistake or a quality problem: if your box is wrong, or something is genuinely off with your cookies, tell us within 24 hours (a photo helps) at [email protected]. We'll replace the box or refund you — your choice.
• Pop-up purchases: in-person sales are final once your box leaves the table, except for a quality problem as above.
• Refund timing: approved refunds go back to the original payment method via Square, typically within 5–10 business days depending on your bank.
• If we cancel (weather, emergency, oven trouble): full refund, automatically — plus first access to the next order window.