At Delookies, every order is prepared with care. Because our cookies and baked goods are handmade, perishable and often made to order, our refund and return process is designed to be fair, clear and practical while protecting food safety.
This policy does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.
This Refund and Returns Policy applies to products sold directly by Delookies as well as products sold by third-party sellers through the Delookies marketplace.
Refund and return processes may differ depending on whether the product was sold by Delookies or by a Marketplace Vendor. Where a product is sold by a third-party Vendor, the Vendor is responsible for handling refunds and returns in accordance with Australian Consumer Law.
We take great care when preparing, decorating, packing and dispatching every order. If something is not right with your order, please contact us as soon as possible so we can review the issue and work with you on an appropriate resolution.
Where appropriate, this may include a replacement, store credit, partial refund or full refund, depending on the issue and the circumstances.
Due to the perishable, handmade and custom-made nature of our products, we do not offer refunds, exchanges or returns for change of mind.
This includes, but is not limited to:
This does not affect your rights under Australian Consumer Law, including your right to a remedy where a product is faulty, unsafe, damaged, or not as described.
Our cookies and baked goods are edible, perishable and often custom-made or personalised. For food safety and hygiene reasons, we do not accept physical returns of edible products unless we specifically request the item to be returned.
Returned edible products cannot be resold or reused.
You may be entitled to a replacement, refund, store credit or other remedy if a product:
To help us assess the issue, we may ask you to provide supporting information such as:
Due to the perishable nature of our products, any issue with your order should be reported within 48 hours of delivery.
This helps us assess freshness, delivery condition, packaging, transit damage and product quality as accurately as possible.
Claims submitted outside this timeframe may not be eligible for a refund, replacement or store credit, except where required under Australian Consumer Law.
We pack our cookies carefully to reduce the risk of damage during delivery. However, cookies are fragile and may occasionally be damaged in transit.
If your order arrives damaged, please contact us within 48 hours of delivery and include clear photographs of the product and packaging. We will review the issue and, where appropriate, offer a suitable remedy.
For products sold directly by Delookies, Delookies is responsible for assessing and processing refunds, replacements, store credits or other remedies in accordance with Australian Consumer Law.
Due to the nature of our products, refunds are generally only provided where a product is faulty, damaged, unsafe, incorrect or not as described.
For products sold by Marketplace Vendors, the relevant Vendor is responsible for handling refunds, replacements and returns in accordance with Australian Consumer Law.
Delookies facilitates the transaction and may assist with communication between customers and Vendors. However, Delookies is not responsible for approving or processing refunds for Marketplace products unless required by law.
Marketplace products are clearly identified on the product page.
Once a refund is approved:
Orders may not be able to be cancelled once production has started, ingredients have been prepared, custom work has commenced, or the order has been dispatched.
If you need to request a cancellation, please contact us as soon as possible. We will review the status of your order and let you know what options are available.
If you are unable to resolve a refund or return issue directly with a Marketplace Vendor, you may contact Delookies for assistance.
Delookies may request supporting information and help facilitate communication between the customer and the Vendor. However, we do not guarantee a specific outcome unless required by law.
Nothing in this Refund and Returns Policy excludes, restricts or modifies any consumer guarantees, rights or remedies available under the Australian Consumer Law or any other applicable law that cannot be excluded.
Where a product fails to meet a consumer guarantee, customers may be entitled to a remedy such as a repair, replacement, refund or other solution depending on the nature of the issue.
If you have any questions about refunds, returns or order issues, please contact us:
Email: [email protected]
