Refund and Returns Policy

At Delookies, we are committed to delivering high-quality products and services that meet your expectations. While we do not offer returns on food products, but If you’re not completely satisfied, please reach out to us right away. We’re here to help and will do our best to make things right!
Email: [email protected]
Phone: 0468 466 755

Food Products

Due to health and safety regulations, we do not accept returns or exchanges on any food products, including cookies, unless the product is faulty or not as described. However, your satisfaction is important to us. If you have any concerns about your order, please contact us, and we’ll do our best to find a solution.

Faulty or Damaged Food Products

If you receive food products that are damaged or defective, please contact us immediately at [email protected] or 0468 466 755. We may request photos of the item to assess the issue. If a product is deemed faulty or not as described, we will provide a replacement or refund in accordance with Australian Consumer Law. The refund window is 7 days and once approved it might take up to 7 days for the amount to be refunded.

Custom Orders

Custom-made products, including personalized or specially designed cookies, are non-refundable once the order has been placed and confirmed, unless the product is faulty or not as described under Australian Consumer Law. Please ensure you provide accurate details when placing your custom order.

Refunds for Non-Food Items

If you have purchased a non-food product from us (such as merchandise or accessories) and it is faulty, damaged, or does not match the description, you may be eligible for a refund or exchange in accordance with Australian Consumer Law. To qualify for a refund or exchange:

• The item must be unused and in its original packaging (where applicable).
• You must notify us within 24 Hours of receiving your order and not more than 7 days from your purchase date.
• Proof of purchase is required.

Refunds for non-food items will be issued to your original method of payment once the return has been processed and approved.

Marketplace Returns

As we expand Delookies to become a marketplace where third-party sellers offer products, returns for marketplace items will be subject to the individual seller’s return policy. However, all marketplace transactions must still comply with Australian Consumer Law, and faulty, damaged, or misrepresented products will be eligible for returns or refunds.

For marketplace returns:

• Contact the individual seller first regarding any return requests.
• If you are unable to resolve the issue with the seller, you can escalate the case to Delookies by contacting us at [email protected].

Please ensure you review the return policy of each seller before making a purchase.

Change of Mind

We do not offer refunds or exchanges for change of mind on any of our products, including custom, food, or marketplace items.

How to Request a Refund or Exchange

1. Contact us via email at [email protected] or call 0468 466 755 with your order number and details of the issue.
2. Provide proof of purchase and any necessary photos if the item is faulty or damaged.
3. We will review your request and inform you of the next steps.

If approved, refunds will be processed within 5–7 business days. Please note that it may take additional time for the funds to appear in your account, depending on your payment provider.

Shipping Costs

Refunds and exchanges for faulty products will include the cost of returning the item. However, for non-faulty items, you will be responsible for any return shipping costs.

Contact Information

For any questions or concerns about our Refund and Return Policy, please contact us at:

• Email: [email protected]
• Phone: 0468 466 755