Frequently Asked Questions
Where are you located?
Our shop & decorating studio are located in Calgary, AB Canada. See the Contact, Hours & Location tab for more info.
Do you take custom cookie orders?
We do not offer cookies for sale, only supplies and classes. The cookies featured on social media are for product demonstrations, classes and inspiration only. We're always happy to recommend local bakers if you need one!
Where do you ship to and how long does it take to receive an order?
Cookie Couture ships worldwide and strives to get your orders processed for shipment the same or next business day, unless otherwise indicated in this websites header.
All orders are shipped with Canada Post. Transit times vary by location and the average to expect is noted on your shipping method at the check out. It can fluctuate depending on the time of year and other environmental factors that effect the speed in which the postal service can operate at.
I forgot to add something to my order - can I order it and have them combined?
It happens! We have no problem combining orders as long as the first is still in our possession and not out for shipping already. Please send a message through the contact page to confirm and we'll provide you with a code to waive the shipping on the second order if they can be combined.
Do you ever offer free shipping?
Any small shop will agree that it's very hard to be as such in an Amazon world. Absorbing shipping fees just isn't an option when we have to work even harder to be competitive and don't have the luxuries that larger businesses do. We DO offer flat rate shipping based on package weight for all orders, absorbing any overages. We know that no one likes paying for shipping and appreciate your business so much despite it - you'll always receive extras like candy and stickers as a little something extra!
Your shop only shows Canadian dollars, how do I know what I am paying internationally?
Being a Canadian shop, we operate in CAD dollars. You can use an online exchange rate calculator like the one below to know in advance what the difference would be. You will also be able to see the amount paid in your currency on your credit card or paypal statement.
CLICK HERE for the current exchange rate.
Why do I have to pay to receive tracking outside of Canada?
Tracking outside of Canada does not come standard with Canada Post and is an additional fee offered at the checkout. If you wish to see updates on your order while in transit and know the estimated date of arrival, you must opt for this or no information will be available to you, us, or the postal service once it leaves our hands and is with them. Should your order become delayed or lost, we will not be able to assist and there is no way to claim insurance on it. Not opting for tracking does not impact the speed of delivery but its important to understand that you waive the option for assistance with delays or losses when you don't. This is listed in our Terms & Conditions agreed to upon your purchase.
How do I track a package?
Your tracking number will show at the bottom of the delivery notification email. You can access the information on the Canada Post website HERE.
My order is delayed / hasn't arrived, what should I do?
Delays and losses are completely out of our hands, this is why for international orders especially we strongly encourage opting for the tracking - without it there is nothing that can be looked into by you, us or the post office and no insurance for us to offer a replacement if it is in fact missing. When there is tracking, at least we can confirm a delay. In the case that your item shows as delivered but hasn't been, we can open a case on it. Our policy is that an order must be missing for 2 months before we look at replacement or a refund - this gives it time to come back to us if that's what it's in the process of doing. Shipping fees must be paid by the customer for replacement packages and refunds are issued at half of the product value, minus the shipping fee. We will always work with you to find a solution but again, we are a small business who cannot offer blind refunds. Luckily, these issues are not common!
I'm not happy with a product, what can I do?
We aim to provide quality products ourselves, and from the best brands in the industry. All sales are final but do know that you can bring any issue to us and we will work towards a solution for you. We cannot take back used products and apparel must be unwashed and unworn to exchange for another size or style.
My product arrived damaged or something is missing from my order, what can be done?
We'll never leave you hanging! If we miss something, we will send it out right away and if something arrives damaged beyond use we will replace it.
Have a question not addressed here? Send a message through the Contact Page & we will be happy to assist!