Refund policy

Returns & Refund Policy

At Kookie Krum, all products are handcrafted and made to order. Because of the custom and edible nature of our cookies and treats, we are unable to accept returns for change of mind.

Order Accuracy & Inspection

Please ensure all spelling, colours, themes, dates and design details are correct at checkout.

Upon pickup or delivery, please inspect your order immediately.
If there are any concerns, contact us within 24 hours with photos so we can assist.

Cancellations & Refund Eligibility

Time Before Order Date Eligibility
More than 2 weeks Refund available (minus any custom tool/packaging costs)
1–2 weeks Store credit only
Within 72 hours Non-refundable


Custom Tools & Packaging

If your order requires custom cutters, stamps, moulds or special packaging, these costs are non-refundable.

Refunds within the eligible timeframe will be partial, minus these custom expenses.

Shipping Policy & Delays

We do our best to ensure your cookies are packaged safely and shipped in a timely manner.

However, once your order has been shipped, delivery times are outside our control.
Kookie Krum is not responsible for delays caused by Australia Post, courier services, weather conditions, or other shipping issues.

No refunds or credits will be issued for delays in transit.

We always recommend ordering early to ensure your cookies arrive in time for your event.

Non-Returnable Items

Due to food safety standards and the custom nature of our products, the following cannot be returned or refunded:

  • Custom cookies and sweets

  • Edible items

  • Orders already in progress or completed

  • Orders cancelled within 72 hours of due date

Damage After Pickup

Once your order has been picked up, delivered or send via postage, Kookie Krum is not responsible for damage caused by:

  • Weather

  • Transport after pickup

  • Incorrect storage

  • Mishandling

  • Postage Handeling 

Need Help?

If something isn't right, we’re here to help.
Please contact us immediately with your order number and photos:

📧 kookiekrum@outlook.com.au

We will do our best to assist promptly.