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At Delookies, we take great care to make, pack and send every order as safely as possible. Because many of our cookies are ordered for special occasions, we know shipping matters. This page explains how shipping works, what to expect, and what to do if something goes wrong.
We currently offer:
We deliver Australia-wide.
Shipping costs are shown at checkout and may vary for some products fulfilled by a marketplace partner or third-party seller.
Most Delookies products are made to order. This means your cookies are baked, decorated and packed especially for your order.
Processing and dispatch times can vary depending on:
Any production, dispatch or delivery timeframe shown on our website, at checkout or in our emails is an estimate unless we clearly state otherwise.
Once your order has been dispatched, delivery time depends on the shipping method selected, your location and the carrier network.
Please note:
If your order is for a birthday, event or special occasion, we strongly recommend choosing a delivery window that allows a few extra days before the event wherever possible.
Many Delookies orders are placed for birthdays, baby showers, weddings, seasonal celebrations and gifts.
To help avoid disappointment, we recommend ordering early and selecting a delivery timing that gives your order a buffer before the event date. While we do our best to dispatch on time, courier delays can happen and are outside our direct control.
Please make sure your shipping address, email address and phone number are entered correctly when placing your order.
If an incorrect or incomplete address is provided, Delookies is not responsible for delays, failed delivery, or additional fees charged by the carrier for return, redirection or re-delivery.
If a parcel is returned to us due to an address issue, refusal or failed delivery, additional shipping charges may apply before it can be resent.
If Authority to Leave is selected or used, the parcel may be left in a safe place at the delivery address if the carrier considers it suitable.
Please keep in mind that once a parcel has been delivered to the address provided, Delookies cannot take responsibility for loss, theft, weather exposure, heat damage or deterioration that happens after delivery, except where required under Australian Consumer Law.
Because our products are food items and may be affected by heat, we recommend using a delivery address where someone will be available to receive the parcel where possible.
If your order includes products from different sellers, locations or fulfilment methods, your order may be shipped in more than one parcel.
You may receive separate tracking updates for different parts of your order.
Some products available through our website may be sold or fulfilled by a marketplace partner or third-party seller.
For these products:
Where a product is fulfilled by a marketplace or third-party seller, that seller is responsible for dispatch and delivery of their item. If you need help, feel free to contact us and we will do our best to assist or point you in the right direction.
We take great care when packaging our cookies, but on rare occasions breakage or damage can happen during transit.
If your order arrives damaged, please contact us as soon as possible after delivery and include:
This helps us review the issue quickly and, where relevant, lodge a claim with the shipping carrier.
Depending on the situation, we may offer an appropriate resolution such as a replacement, store credit, partial refund or full refund, in line with Australian Consumer Law and the nature of the issue.
If your parcel appears to be delayed or lost, please contact us and we will do our best to help.
In these situations, we may:
Carrier investigations for lost or delayed parcels may take up to 10 business days once an enquiry has been lodged, and in some cases longer depending on the circumstances. We will do our best to keep you updated throughout the process.
If a parcel is confirmed as lost, or if there is a delivery issue that entitles you to a remedy under Australian Consumer Law, we will work with you to provide an appropriate outcome.
If tracking shows a parcel as delivered, we recommend checking:
If you still cannot locate the parcel, please contact us as soon as possible and we will assist where we can.
Our products are food items and many orders are placed for special occasions, so timing can be important.
While we do our best to dispatch orders within the estimated timeframe, Delookies is not responsible for disappointment caused by carrier delays outside our direct control where delivery timing was estimated only and not guaranteed, except where required under Australian Consumer Law.
Shipping prices may be updated from time to time. The shipping amount shown at checkout at the time of purchase is the amount that applies to your order.
Promotions such as free shipping offers may be changed, paused or withdrawn at any time unless already applied to a completed order.
Nothing in this policy is intended to exclude, limit or override any rights you may have under Australian Consumer Law.
If you have any questions about shipping, delivery, damage in transit or a missing parcel, please get in touch:
We are always happy to help where we can.
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