Refund Policy

At Tulips Cookie Shop, we take great pride in baking treats that bring you joy. Because our cookies are perishable and often custom-made, we have established the following policy regarding refunds and returns.

1. Damaged or Incorrect Orders

We pack our cookies with the utmost care to ensure they arrive in perfect condition. However, if your order arrives damaged or if you receive the incorrect items, please contact us within 24 hours of delivery.

• Please email orders@tulipscookieshop.co.za with your order number and clear photos of the damage or the incorrect items.
• Valid claims will be eligible for a replacement or a partial/full refund to the original payment method, at our discretion.

2. Cancellations

We start preparing your dough and decorations ahead of time to ensure freshness.

• Standard Boxes: Cancellations are accepted up to 48 hours before the scheduled shipping/pickup date.
• Custom Sugar Cookies: Because these require specialized design and prep, cancellations must be made at least 7 days in advance for a full refund. Cancellations made after this window may only be eligible for a 50% refund to cover ingredient and labor costs.

3. Delivery Issues

Tulips Cookie Shop is not responsible for delays caused by incorrect addresses provided by the customer or failed delivery attempts where the recipient was unavailable. Please double-check your shipping details before finalizing your order.

4. Quality Concerns

If you are unhappy with the quality of your cookies, please reach out to us at complaints@tulipscookieshop.co.za. We value your feedback and treat every concern with the care and dedication our brand is built on. While we cannot offer refunds for personal taste preferences, we want to ensure you have a sweet experience.

5. How to Contact Us

For all refund inquiries, please reach out to our team:

Email: refund@tulipscookieshop.co.za
Subject Line: Refund Request - [Your Order Number]