Frequently Asked Questions

 

What grows in The Cookie Garden?
At The Cookie Garden you'll discover our wonderful variety of cookies (individually wrapped), each encased in our colourful petals and planted in hand-painted terracotta pots. 

What flavours come in a cookie bouquet arrangement?
The arrangements come in an assortment or you may choose all of one flavour. Our flavours are: White Chocolate & Macadamia Nut, Shortbread Cookie, Choc Chip, Apricot & Macadamia, Triple Choc and Wild Choc. 

What is the deadline for placing an order?
Orders placed Monday through Friday before 10 a.m. Eastern Standard Time (EST) will ship on the date ordered. Orders placed after 10 a.m. will be shipped the next business day. Business days are Monday through Friday, excluding holidays. All orders require a physical street address.

What time are orders delivered?
In order to avoid disappointment, we are not able to provide an indication of approximate delivery time. Unfortunately, we cannot accept a specific delivery time (e.g. 2:30pm), however, deliveries will be made to most business addresses by 5.00pm and residential addresses by 7.00pm.

Where do you deliver?
We can organise delivery for you to most places in Australia. Some places may prove complex and take longer, but we'll do what we can to help you make someone smile. Metropolitan areas can normally be serviced within three days (Brisbane deliveries can be made same-day). However, deliveries to:
· regional areas
· remote areas (eg rural properties)
· Northern Territory
· Nth Qld (during wet season)

generally take between 1 to 2 business days more to arrive at their destination.

Please remember to double-check all street addresses to ensure prompt delivery. An incorrect address or post code will result in the delivery delay and possible re-routing charges of at least $15.  We cannot stress enough the importance of having an accurate street address and phone number of your recipient.

How do I know if you received my order?
When you have completed your order online you will receive an automatic email confirming receipt of your order. Once we receive your order, it is carefully examined, so as to meet any special requirements you may have and conversely, to notify you if we cannot meet one of your requirements. As soon as your order has been successfully processed, you will receive a second email confirming payment and delivery details. 

What methods of payment are acceptable? 
We accept VISA, MasterCard, and American Express for online orders. Should you wish to place your order and do not have a credit card, we do accept Australian Postal Money Orders. However, if you are paying by money order, you must place your order over the phone on (07) 3847 8262 and payment must be received before your order may be processed. Money orders should be made payable to The Cookie Garden and sent to:

Accounts Receivable
The Cookie Garden
PO Box 3490
South Brisbane Qld 4101 

Does The Cookie Garden deliver on the weekend (or public holidays)? Unfortunately, at this point in time, we do not do weekend deliveries.
  • Orders placed BEFORE 10AM will be dispatched on Friday for delivery that same day in Brisbane metropolitan areas or in accordance with our delivery schedule (eg. Sydney deliveries will arrive the next business day ie. Monday)
  • Orders placed AFTER 10AM on Friday will not be dispatched until the next business day (ie Monday*).  

* If Monday is a public holiday - on Tuesday

 
Click to see a list of Australian public holidays & important dates 

Do you deliver to hospitals? 
Yes, The Cookie Garden does deliver to hospitals. In fact, our cookie bouquets in keepsake hand-painted terracotta pots are an ideal alternative to sending cut flowers to hospitals as usually there are limited suitable vases available.  

Before ordering a gift to send to someone in hospital, we strongly recommend you follow these tips:

(a) Obtain the recipient's full given name as well as ward number or name, hospital name and location.

(b) In case the recipient has been discharged by the time the order is delivered try to make sure you obtain the recipient's HOME ADDRESS, particularly with shorter stays and day surgery.

(c) Be careful to establish that the recipient is in an area within the hospital where food gifts are permitted.

(d) Be aware some hospitals do not allow food gifts in the intensive care and other special units.

Note:- Prior to making and delivering orders, we will phone the hospital to establish that the intended recipient is still in hospital and can receive food gifts.

I need to deliver two gifts to the same address. Can I combine them into one order to save on delivery fees?
Our delivery fees are usually charged per package. However, if your total product order going to the one address is over $100, we will discount your delivery fees if the total weight of your products fall below 5kg (approximately 4 cookie pots).  

Can I make changes to my order? 
Changes can be made to your order but conditions do apply. Please notify us immediately should you have to make any changes to your order. Should you wish to change the delivery address or items you wish to send and your order HAS NOT already been expedited, we can change the delivery address for you. Delivery charges may apply to the new address to which you wish to send and delivery on the desired date will depend upon the time at which you notify us of the changes. 

NOTE: If your order HAS been sent already, a fee of $15 will be charged to redirect your order and delivery for the desired date may depend on the time at which you make the changes. Be advised that successful redirection for same day delivery will be dependent on the time of day your change has been made. Regretfully, once delivery has been made at the original address provided, we cannot resend to a new address. Once your order is en route for delivery, changes to any card message may not be made.

Contact The Cookie Garden on: (07) 3847 8262.

What if I want to cancel my order? 
If your order has not already been delivered, or is not on its way to be delivered, you may cancel your order within 24 hours of the ship date by contacting us on (07) 3847 8262.  Your money will be refunded less a $10 administrative fee. Cancellations received with less than 24 hours notice will be charged at 50% of the total order value. If your order has already been sent out for delivery or a delivery attempt has been made, we are unable to cancel your order.

What if the recipient is not home upon delivery? 
Should the recipient not be home when your delivery is made, the following may occur (practice varies slightly between States):The gift from The Cookie Garden will be left at the recipients front or back door, if:a) Requested to do so by the sender; or b) If our experienced couriers deem it safe to do so or a calling card will be left on recipient's door or in their letterbox asking them to call and arrange a convenient time for re-delivery (charges may occur for re-delivery). 

What happens if I supply the wrong address?
If an incorrect address has been supplied, a redirection or redelivery fee will be applied and the time of delivery to the correct address will be dependent on the time of day we receive the correct information. 

What is your return policy? 
The entire staff at The Cookie Garden is dedicated to making your experience with us the best one possible. If your gift is damaged during delivery, contact us and we will immediately replace the item.

Should a problem occur with the personalisation, contact us. If our artists have made an error, we will immediately replace your gift, or you may send the item back for us to correct the personalisation. 

Are my details secure when ordering online? 
We take the utmost care in ensuring that our web site is secure and safe for our customers. When you place your order on our web site, your order information is secured by SSL technology and a digital certificate issued by RapidSSL. Our site is secured using a RapidSSL Digital Certificate. This ensures that all information you send to us via the Internet will be encrypted. If any other user intercepts the communication they will only be able to view an encrypted form. This makes it almost impossible to be intercepted by an unauthorised party, as long as your browser supports the use of encrypted data transmissions.

You will know you are in a secure environment when ordering on www.thecookiegarden.com.au by the appearance of a security notice when you enter a secure page (depending on browser security settings). As well, a secure icon will appear on your browser. For example, on Microsoft Internet Explorer, it is a lock icon and for Netscape, it is a key icon.

A secure site can also be identified by the site's address. For example, when you go to our online order page, you will notice that the address starts with 'https://', while pages that are not secure are void of the 's' 'http://'.Digital Certificates, or technically referred to as 'Secure Sockets Layer' (SSL), are used internationally by all major e-commerce sites. The industry standard for encryption technology, SSL, is compatible with Internet Explorer, Netscape and most other browsers. For more information on SSL digital certificates please www.rapidssl.com or contact us via email. 

What if my credit card is declined? 
When your order is placed online, it does not mean that your credit card has been approved straight away. Your card is only charged after your order has been checked by our sales team. At this stage, if your credit card is declined, a member of our sales team will endeavour to contact you by telephone, and if unsuccessful, via email. Please ensure that all fields are filled in correctly and that you have double-checked both your card number and the expiry date. 

What if I forgot my Login Name and Password to access "My Account"? 
If you have already registered your name and password on thecookiegarden.com.au, but do not remember your account login information, click here to have your login name and password e-mailed to you.