Refund policy

Coco’s Bloom House – Returns, Refunds & Delivery Policy

Because our cookies are freshly baked to order, please read the following carefully before placing an order.

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Cancellations & Order Changes

• Orders may be cancelled or amended up until Tuesday night for the current week’s bake.

• Orders placed after the Tuesday cut-off will be baked and delivered the following week.

• Once the cut-off has passed, orders cannot be cancelled or refunded.

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If there is an issue with your order that is confirmed to be our responsibility — such as receiving the incorrect item or a missing item — please contact us within 12 hours of your scheduled delivery or pickup time, including your order number and a clear photo where relevant.

Where a remedy is required, we will determine the most appropriate resolution, which may include:

• Supplying the correct or missing item,

• Replacing the affected item, or

• Issuing store credit for future use.

Refunds to the original payment method are issued only where a replacement or correction is not reasonable, and where required under consumer guarantees.

Issues resulting from missed delivery, delayed pickup, change of mind, storage after handover, or customer error are not eligible for refunds, replacements, or store credit.

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Delivery & Pickup

• Deliveries are made Thursdays and Saturdays before 2:00pm.

• Please ensure someone is available to receive your order.

If no one is available at the delivery address:

• Delivery may be rescheduled (where possible), or 

• The order may need to be collected.

Once cookies have been delivered or collected, responsibility for storage and freshness transfers to the customer. We are unable to take responsibility for quality issues caused by missed delivery, delays in collection, or improper storage after handover.

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Allergen Information

Our cookies are baked in a home kitchen that uses:

• Milk

• Eggs

• Gluten (wheat)

• Peanuts

• Tree nuts (including macadamia)

• Coconut

• Occasionally soy or sesame (depending on ingredients used)

While we follow strict cleaning and food safety practices, cross-contact is always possible. We cannot guarantee any product is free from allergens. Customers with allergies or dietary sensitivities should review ingredients carefully before ordering. Orders are placed with this understanding, and we are unable to offer refunds for allergy-related reactions.

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Quality Commitment

If there is a genuine issue with your order that falls within the guidelines above, please contact us — we care deeply about quality and customer experience and will always review concerns fairly.