Terms and Conditions | Shipping & Handling
Processing Times
All our items are lovingly handmade, some made to order others ready made. Please allow 7-14 business days for your order to be created and packed before it ships. During busy periods like Christmas or special collections, processing times maybe slightly longer. We promise its worth the wait.
Shipping Options
We use Australia Post to ship orders. Being rural and outside the Express Post Guarantee zone we unfortunately do not have the options for next day delivery.
FREE SHIPPING ON ORDERS OVER $150
Standard Aus Post Tracked 3-7 Business Days once dispatched
Express Aus Post Tracked 2-4 Business Days once dispatched
Packaging & Handling
Each order is carefully wrapped using eco friendly or recyclable materials. We take care to ensure your items arrive safely and beautifully. Please note some shipping boxes are ones we have reused to repurpose. They are checked to make sure they are durable to protect your items within transit. Its not all about whats on the outside.. (the inside counts)
Lost or Delayed Parcels
Once our parcels are lodged with Aus Post delivery times are unfortunetly out of our control. If your parcel is delayed please use your tracking number to check for delivery updates directly with Aus Post.
If your parcel is lost or arrives damaged please contact us at thecookieclan@outlook.com within 7 Days so we can help resolve the issue.
Combined Orders
If you've placed multiple orders and would like them shipped together please get in touch via email thecookieclan@outlook.com. We will always do our best to combine and refund any excess postage costs.
Handmade Disclaimer
Every single piece is made by hand with care. Small variations in fabric, stitching or the finish make it your uniquely beautiful item.
Returns and Exchanges
Handmade with Love
Each item from The Cookie Clan Kids is carefully handmade just for you. Because of the custom nature of our products we don't offer returns or exchanges for change of mind. But we always want you to love what you receive.
If there's a concern please reach out to thecookieclan@outlook.com within 7 Days of receiving your order so we can help make it right.
Faulty or Damaged Items
While we take the utmost care in packaging and quality checking we are only human and sometimes things do happen in transit. If your order arrives damaged or faulty please email us with photos of the packaging, damaged items and your order details within 7 Days and well happily undertake measures under the Australian Consumer Laws.
Custom or Personalised Items
All custom made, Personalised or made to order pieces including name labels, fabrics of your choice or memorial keepsakes are final sale. Please double check spelling and details before submitting your order. In the case that you've noticed a misspelling please email immediately to catch us before your order is made. In the case that its already been made unfortunately we can not remake. We create exactly how it is written when order is placed.
Need a hand?
We're always happy to help.
Email thecookieclan@outlook.com or message us on instagram and well do our best to assist you in anyway we can possible.