Order Policies
Deposits, Payments, Order Changes & Cancellations
Payment in full is due by the due date on your invoice (one week before pick up date). If you fail to pay by that date your order will be cancelled. (We will send one reminder before we cancel your order.)
Changes to your order can be made up to one week before the date the order is for, before payment has been received. Changes in quantity are subject to availability.
If you cancel your order with one week or more notice, you will be given a credit or refund for the amount of your order if payment has already been made. We are a small bakery and we are only able to take limited orders, therefore, no refunds or credits will be given if you provide less than one week’s notice.
The only exception to the above rules are wedding orders. For weddings, we require a 50% deposit to confirm your order, with the remainder being due two weeks before the wedding. Changes or cancellations may be made up until final payment is due.
Pick-Ups
Once an order leaves the kitchen it is deemed “accepted”. Milk & Cookies Bakeshop holds no responsibility for any damages that occur after your items leave our shop. We do our best to package your orders and secure decorations in a way that makes them easy to transport safely.
No changes can be made to your order after it is picked up. It is the responsibility of the person picking up the order to ensure that everything is correct (design, colours, spelling of names, etc.) before leaving the shop. If anything is wrong, we will do our best to fix it before the order leaves the shop.
It is important that you pick up your order on the date and time agreed upon as we have limited space in our kitchen for storage and we cannot guarantee freshness if your order is picked up after your chosen date. If you are late to pick up your order you may be charged a late fee.
DELIVERIES
Please ensure the phone number that you provide is a cell phone number. You will recieve delivery updates at this number. Also ensure that the shipping address you provided is correct. We will not be resonsible for any undeliverable orders based on an incorrect address.
Somebody should be available to collect your delivery. Milk & Cookies Bakeshop is not responsible for any damages caused by deliveries being left outside in the elements because the customer was not there to recieve the delivery.
No changes can be made to your order after it is picked up by the delivery driver. If an item is delivered and it is not to the specifications written on the invoice, we will do our best to rectify the situation. If we have made a mistake, we will give a partial or full refund or credit depending on the situation, or if time permits, send out a new product with the correct specifications.
Refunds/Credits
Flavour and texture are subjective, therefore, no refunds will be provided based on flavour or texture of any products ordered unless those products are brought back into the store for our review within 48 hours. If products are brought in for review and deemed not up to our standards, a store credit or refund will be given. Quality determination is solely at the discretion of Milk & Cookies Bakeshop.
As stated above, no refunds or credits will be given for any design-related reasons after your order leaves the kitchen. Please ensure that whoever picks up your order knows what it is supposed to look like, how names are spelled, etc. We will decorate to the specifications written on your invoice. If for some reason, something is not decorated as specified on your invoice, we will make necessary adjustments right away before your order leaves the kitchen.
Our custom cakes and cookies are all handmade and are subject to artistic interpretation. Colours appear different in person vs. on a screen and food colouring may not be able to match a colour exactly. Food colouring is also volatile and shades will change over time. Therefore, we are unable to promise exact colour matches, however, we will do our best. No refunds or credits will be provided for colour controversies.
Allergens
While we are able to bake items without certain allergens in them (gluten-free, dairy-free, nut-free), we do use all of these allergens on a daily basis in our kitchen. We clean our tools between use if we are making something gluten-free, dairy-free, etc., however, we cannot promise that there will not be any cross-contamination. It is up to the person with the allergy to decide whether or not they feel safe eating goods that come from our kitchen, and we hold no responsibility for any allergic reactions that might occur.
Allergens commonly used in our kitchen include:
Wheat
Eggs
Dairy
Peanuts
Tree nuts
Artificial colours
Soy