Refund policy

We ask all customers to be familiar with our kNOw policy in order to make an informed decision when placing your order.

The kNOw Policy

It is the responsibility of the customer to be familiar with all disclaimers and our refund policy prior to ordering. Cookie Mama is not responsible for any oversight by the customer and is not obligated to provide a credit or refund for an oversight by the customer.

No refunds. No exchanges. Deposits are non-refundable.

All orders are final with no changes after confirmation with a credit card.

Cookie Mama is not a retail location. Our facility closes after the last appointment time and is not obligated to be open unless you have a scheduled appointment pick up time.

All order pick ups are an appointment time. If you are later than 15 minutes you are expected to let us know by calling and speaking with a team member or  email - 4cookiemama@gmail.com. Late and no shows are charged the full amount for the order. This will be charged to the credit card on file. Voicemail and text are not accepted.

Cakes - once the order is confirmed, a 50% non refundable deposit will be charged to your credit card. The balance will be due and paid at pickup. If the item is not picked up, the balance will be charged to your credit card. See item above-Later and no shows.

Delivery - All orders for delivery must be confirmed with a credit card for payment. Full payment is due upon confirmation of order and will be charged to your credit card. A recipient contact number must be proved for every delivery order. If instructed to leave at front door, a photo image will be taken and sent to the contact number on the order. Once an order has has been delivered, it is considered completed and a final transaction. There are no changes or adjustments.

Special orders - no cancellations or changes after confirmation with a credit card.

Once an order has been picked up it is considered a final transaction. There are no changes or adjustments.

We are not responsible for damage incurred once the order is in the hands of the customer and leaves our facility

Refund or price adjustment requests for products that are partial or completely eaten will not be accepted. 

Product quality such as texture and flavour may be discussed if we are informed of any concerns immediately. We do not accept comments, concerns, questions or requests for price adjustments after the item is consumed and eaten.

The final decision for quality determination is at the sole discretion of Cookie Mama.

Custom colours -we cannot guarantee exact colour matching and try our best however, food colour and ambient lighting affect colour tones. 

Images sent to us are used to inspire our designs as we do not repeat designs as all decorating is unique and completed by hand. We do not offer generic or novelty designs.