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The Cookie Cutter Store Team
Shipping The time we need to prepare an order for shipping varies and is typically 1 business day depending on the time of day the order is received and if you have chosen a custom design, the complexity involved. Prior to ordering, we discuss this with you and confirm our current expected lead time for your particular order. Once we have shipped the order, the delivery is out of our control but you can track it. Estimated shipping times are as quoted from our providers:
Australia (as defined by Australia Post by Post Code):
2+ business days to metro areas within Melbourne,
5+ business days rural within Victoria,
3-6+ business days interstate depending on metro or rural areas,
North America: 7+ business days Europe: 7+ business days Asia Pacific: 7+ business days
We can't guarantee these shipping times as it is in the hands of Australia Post once the parcel is handed over to them. As all our shipments are tracked and any shipment issues need to be raised with Australia Post as we cannot query the status of any delayed or missing articles once it has bee collected.
Actual delivery time will depend on the time of the year and shipping method that you choose. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
Returns Our policy is valid for 30 days from recorded shipment. If 30 days have elapsed since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All outbound shipping from us is tracked and recorded by Australia Post and is not refunded by us unless in a case of lost delivery and in this instance, a case needs to be raised with Australia Post, which we can assist with.
Several types of goods are exempt from being returned. Custom designed Cookie Cutters and Embosses cannot be returned as these were custom made for your requirements and you approved the proofs provided prior to our manufacturing process.
To complete your return, we require a receipt or proof of purchase.
We cannot accept any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery
Contact us within: 3 days of delivery Ship items back at your cost within: 7 days of delivery Request a cancellation: before item has shipped
Conditions of return Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Our policy is applicable for 30 days. If 30 days elapsed since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original unopened packaging.
Several types of goods are exempt from being returned. Custom designed Cookie Cutters and Embosses cannot be returned as these were custom made for your requirements, with design proofs agreed by you, prior to our manufacturing process.
To complete your return, we require a receipt or proof of purchase.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error and any item that is returned more than 30 days after delivery is not applicable for a refund.
Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account and then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank as there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping To return your product, you should contact us via email and we will provide the most appropriate return postal address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Once we have shipped and provided a tracking number, delayed or missing parcels are the responsibility of the the shipping company and queries should first be directed to them quoting your tracking number.
Do you know about the Cookie Cutter Store Rewards Club?
As you may be aware we have a Rewards program that is super popular. When you sign up you receive 5 bonus points. You also earn 1 point for every $1 spent. When you have accrued 100 points ($100 of spend) you can choose to download a voucher for $10 to spend in store! How cool is that?
The best way to check your balance is to use a desktop computer and click the Rewards icon on the lower right corner of the screen and log in with your registered account details. The icon is still visible on a smartphone but it can be hard to use it.
Our range is growing all the time and we are trying to keep up with all the ideas you are suggesting to us. We are always working on new products for upcoming events so be sure to check in occasionally to see what's new! Of course our social media channels are always up to date with our latest products!
Our customers love our products and we are so happy to see so many come back again and again. So many of you have given us wonderful feedback about the quality, strength, look and feel of our products. We have a unique design that is tried and tested to give repeatable quality as well as super sharp cutting edges, which is usually a problem with some plastic cutters.
Also remember, we offer Afterpay as a payment option at the checkout, along with PayPal, Apple Pay, Google Pay and more. We also offer Pick up from our business premises in Airport West, Victoria.
Do let us know if you need any help and can't find what you are looking for