Orders
Can I change my order once I've placed it?
Yes. Well, as long as you give us sufficient notice. Contact us via email and include your order number.
How late can I place an order?
Everything is baked fresh to order, so we need some time to make your cookies, and get them delivered to you.
Generally the cut off time to place an order is 8pm on Thursday night, delivery to be on Friday the following morning.
Delivery dates can become fully booked, making them unavailable, so if you are needing your order for an occasion we recommend you order sooner rather than later to avoid missing out.
Can I cancel my order?
Yes. We're always happy to give you a full refund as long as we have not started preparing the order.
Does the package include a paper copy of the invoice?
Invoices or packing slips are not included in the parcel. Everything is sent to you via email.
What’s your return/exchange/refund policy?
We strive to provide our customers with the highest quality and freshest products possible. Due to the perishable nature of our products, we do not offer returns, exchanges, or refunds. We are however committed to addressing any valid concerns regarding the quality, damage, or errors related to your order.
Please contact our team at rolledcookieco@gmail.com for any further assistance or inquiries.
Shipping
Where do you ship?
We ship nationwide! Unfortunately due to the perishable nature of our cookies we're unable to ship outside of New Zealand.
Why am I not able to place my order on certain dates?
We have different delivery dates for different areas of the country - this is because we work alongside courier schedules to offer the most reliable delivery options as we possibly can for you.
We're based in New Plymouth, so areas nearby our bakery have more delivery dates available than areas across the country.
Am I able to pick up?
Yes. This is an option at checkout.
What happens if I'm not home when my delivery arrives?
Don't worry. The courier will leave your parcel somewhere safe for you if you're not there to receive it.
*Unless they're unable to access the property or there is no safe place to leave it - in this case it will be returned to depot awaiting further instrcutions*
What do I do if I've entered the wrong shipping address?
If you have placed an order to the wrong address, please let us know via email as soon as possible so that we can correct it. If we have already sent out your order, we may not be able to help.
Please note that we are not responsible for checking you have entered your address correctly, so double check you have not made a typo.
Shipping Cost
We use New Zealand Couriers for our courier service. We have set a flat rate of $9.00 for shipping.
Cookies
How big are the cookies?
Our large cookies are 120grams+
Each large box of 6 cookies weighs 720grams+
How long do our cookies last?
Our cookies are best enjoyed fresh but have a shelf life of 7 days from your chosen delivery date.
How best to care for our cookies?
Our cookies are made fresh and aren’t packed with preservatives. That said, each cookie is heat sealed for maximum shelf life, meaning they’ll remain fresh for 7 days before starting to change in texture and taste.
If you don’t think you’ll consume them within 7 days, we recommend sticking them in the freezer as soon as you receive them, after which you can enjoy them for up to 1 month.
How do I re-heat the cookies?
To Reheat:
Oven: Preheat your oven to 180°C. Place the cookies on a lined baking tray and reheat for 1–2 minutes, or until they reach your preferred warmth.
Microwave: Place the cookies in the microwave for 15–20 seconds, or to your liking.
Please note: If you've ordered red velvet or oreo cheesecake - reheating should be avoided due to the dairy filling.
Allergens
Do your cookies contain gluten?
All cookies contain gluten. Some cookies contain nuts. If you have allergies, please read the ingredients carefully before ordering.
Do your cookies contain nuts?
Yes, some of our cookies contain nuts.
If you are allergic to nuts, I would avoid purchasing from our store.
We are a at home kitchen, and although we try our best to keep nuts seperate during food prep, we cannot promise that their is not cross-contamination.
I have a nut allergy, can I still eat your cookies?
We bake all of our cookies in an open kitchen where wheat, dairy, eggs, soy, peanuts, and tree nuts are all present. While we do our best to prevent cross contamination, we cannot completely eliminate the risk. If you have a severe allergy we recommend consulting a medical professional before consuming our products.