1. Orders 🍪

1.1. Our cookies are available for immediate purchase or pre-order, subject to availability.
1.2. Full payment is required at checkout to confirm your order.
1.3. Orders are only confirmed once payment has been successfully received.

2. Processing, Dispatch & Delivery 🚚

2.1. Please allow 1–3 business days for your order to be freshly baked, packed and prepared before dispatch or collection. Processing times may be longer during busy periods, product launches or public holidays.

2.2. Orders placed after 08:00 on Thursdays will be processed from the following week, as we do not dispatch courier orders on Fridays.

2.3. Estimated delivery times:

– Standard Courier: 2–5 business days
– Express Courier: 1–3 business days

2.4. Delivery times are estimates only and cannot be guaranteed.

2.5. Once your parcel has been collected by the courier, you’ll receive an email with your tracking details.

2.6. Ma’s Cookies works with trusted third-party couriers and cannot be held responsible for courier delays, lost or damaged parcels, adverse weather conditions, strikes, public holidays or delays to outlying areas once your parcel has been handed over.

3. Collection & Freshness Guarantee 🤎

3.1. You’ll receive a notification once your order is ready for collection.

3.2. Orders must be collected within 3 days of notification. Due to the fresh and perishable nature of our cookies, orders not collected within this period may be forfeited without refund or donated at the discretion of Ma’s Cookies.

3.3. Every batch of Ma’s Cookies is handmade using quality ingredients, including real butter and premium chocolate, and baked fresh to ensure the best possible taste and quality.

3.4. For the best experience, enjoy your cookies as soon as possible after receiving them. If you’re not planning to enjoy them immediately, store them in an airtight container or freeze them in their original packaging. Our cookies freeze beautifully and can be enjoyed whenever you’re ready.

3.5. Ma’s Cookies cannot be held responsible for any loss of freshness or quality resulting from delayed collection, incorrect storage, prolonged exposure to heat or other circumstances beyond our control.

4. Risk & Liability ⚠️

4.1. Responsibility for your order transfers to you once it has been collected by the courier or collected by you.

4.2. Ma’s Cookies is not responsible for:

– Courier delays.
– Lost, stolen or damaged parcels while in transit.
– Incorrect delivery information supplied by the customer.
– Failed delivery attempts due to customer unavailability.

5. Returns, Refunds & Cancellations 🔄

5.1. Due to the fresh and perishable nature of our products, returns and exchanges are not accepted.

5.2. Refunds will only be considered in exceptional circumstances and remain at the sole discretion of Ma’s Cookies.

5.3. Refunds will not be issued for courier delays, courier-related issues or incorrect delivery information supplied at checkout.

5.4. Order cancellations are accepted within 24 hours of placing your order. After this period, cancellations may be declined if production has already begun.

5.5. If there is an issue with your order, please contact us within 24 hours of delivery or collection, together with clear photographs where applicable.

6. Product Information 🧁

6.1. All cookies are handmade in small batches and baked fresh.

6.2. Because our cookies are handcrafted, slight variations in size, shape and appearance are completely normal.

6.3. Our products may contain or come into contact with common allergens, including wheat (gluten), dairy, eggs, peanuts, tree nuts and soy.

7. Contact Us 💌

If you have any questions about your order, we’d love to hear from you. Please contact us via our website, email or social media.

For courier-related enquiries, please use your tracking number to contact the courier directly.

8. Acceptance of Terms ✨

By placing an order with Ma’s Cookies, you confirm that you have read, understood and agreed to these Terms & Conditions.