Returns Policy

Order and Delivery Time

If Sweet Lane Cookie Co has accepted your order and payment has been authorised and processed, the products purchased will be promptly delivered to you.

Due to temporary delays to parcels, we can’t provide delivery estimates right now for our  Delivery delays may occur during high volume and peak periods (such as Lockdowns or Christmas). These delays are unfortunately outside of control and Sweet Lane Cookie Co cannot be held responsible for delayed packages

Sweet Lane Cookie Co aims to dispatch standard orders received before 9am AEST during regular business within 4-5 business days, (excluding weekends and public holidays).

During busy baking periods there may be a delay in dispatching your order due to an increase in order volumes.

For Custom orders or High Volume orders, your dispatch date may be longer than 5 business days, this will be communicated to you once your order has been received.

Accepting/Receiving Deliveries 

To the maximum extent permitted by the law, Sweet Lane Cookie Co accepts no responsibility or liability for undelivered products.

To the maximum extent permitted by the law, Sweet Lane Cookie Co accepts no responsibility or liability if your product is returned to the Sweet Lane Cookie Co warehouse or if there is a delay in delivery which is beyond our reasonable control.

Title to the merchandise and the risk of loss or damage to the merchandise passes to you upon receiving delivery of the merchandise from the postal or courier service used by Sweet Lane Cookie Co.

Shipping locations 

We ship Australia wide to every postcode

Order Pick Up

You will be able to select pick up as a delivery method when at the check out. We are located in 45 Suttor Road, Moss Vale, NSW 2577 for pre-arranged pick ups between 8-4pm.

Shipping Address Change 

If information is incorrect from shipping details (i.e. unit number), the parcel will be deemed undeliverable and returned to us. The customer will be responsible for re-delivery fees if this does occur. Sweet Lane Cookie Co is not responsible for parcels that cannot be delivered due to incomplete or incorrect information.

If your order is still processing then we can definitely update the shipping details of your order. Please note, we are unable to edit billing details once your order has been placed. Our production cut off is 8am each morning. To avoid any disappointment, please ensure you double check the shipping details input during Checkout, and if you are sending to a business, please ensure you include the business name, level number and/or suite number.

Order Tracking 

Once we have shipped your order, you will receive a shipping email that contains your tracking number. Please allow 24 hours for this number to show tracking scans or delivery information. If you have a query about your delivery, please contact the courier/delivery provider directly with your tracking number.

If you have any further questions, our Sweet Lane Team are here for you. Please email us at hello@sweetlanecookieco.com.au

We know you will love our Cookies and we really appreciate your support of a small country business. The following terms and conditions apply to all purchases made at Sweet Lane Cookie Co:

Returns Policy

Returns are only accepted for goods which arrived damaged or are sent in error. If you find your order damaged or you have received the wrong product please contact us immediately. Depending on the condition we will offer to re-send the items or exchange them. As our cookies are perishable goods we do not offer refunds in any other circumstances.

Consumer Guarantees

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. In either of these cases please contact us immediately and we will do our best to resolve your issue.

Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.

Sweet Lane Cookie Co, reserves the right to reject returns that do not comply and are subject to alterations and cancellations as per our returns policy.

Sweet Lane Cookie Co, are not liable for the loss or damage of Cookies in return transit. We recommend sending your item via a traceable delivery method and keep record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

You can contact us via email at hello@sweetlanecookieco.com.au

Online cancellations & order amendments

Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

  • Change of delivery address
  • Changes to products ordered
  • Adding or removing items
  • Applying discounts
  • Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.

Corporate and Custom Orders Policy

All orders are to be paid in full upon confirmation. Production will not start until payment is received, so late payment may affect delivery dates. If you wish to cancel your order, please note the following points. If an order is cancelled more than 60 days in advance of the agreed dispatch date, a 90% refund will be offered. If an order is cancelled between 60 and 30 days in advance of the agreed dispatch date, a 50% refund will be offered. Unfortunately we are unable to offer any refund if the order is cancelled with less than 30 days’ notice before the agreed date of dispatch.