Returns & Exchanges

RETURNS & EXCHANGES

Cookie Cutter Shop understands that Internet shopping is different from being able to pick-up and hold items the way you do in a conventional store. That is why we promise to provide the best products possible. However, if you are in any way unhappy with your purchase we will happily return/exchange the item/s provided:

  1. All items are returned within 30 days of receipt.  No exchange, credit or refund can be given after 30 days for change of mind or if you have made a wrong decision.
  2. The product(s) must be as new, ie: unused, unwashed, undamaged, unsoiled and in their original packaging and/or tags attached.
  3. Email us at info@cookiecuttershop.com.au the following details at hand: Your Name, Order Number, Product Name, Reason for Return and Request for replacement, exchange, credit or refund.
  4. You will then be given a Return Authorisation Number (R.A.N.) to be written on the outside of the returned package.
  5. Post the product(s) to the following address: Cookie Cutter Shop Returns R.A.N. xxx PO Box 2634 Mount Gambier SA 5290 with correct postage attached to your parcel.  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless product is deemed faulty,

Please note: Postage/shipping and handling of products is not refundable unless product is deemed faulty. Under no circumstances will a refund or credit be given if the products received are used, washed, soiled, damaged or without original packaging and/or tags attached. These items will be returned to the customer with the customer responsible for any return shipping costs.  

If you have requested a refund, a credit will be issued via the same payment method used within 7 days of receipt of returned goods, provided the R.A.N. (Return Authorisation Number) is clearly marked on the package.

 

UNCLAIMED PARCELS

Australia Post will card you at least two times to notify you that your cookie cutters are awaiting collection before the goods are returned to us automatically.  You will also receive email updates from them on the status of your delivery.  If your order is returned to us as "unclaimed" by Australia Post because you did not collect your item from the post office or make other arrangements for delivery we will deduct $10 administration fee from your refund to cover the fee charged to us by Australia Post in this event.  Your refund will be the product cost only (no refund for postage costs) minus the $10 administration fee.

 

FAULTY GOODS

In compliance with the Trade Practices Act, we will cheerfully provide a refund if the products you purchased are:

  • Faulty or damaged in transit
  • Significantly different to those shown or described to you
  • Not doing what they are supposed to do

Any items that are faulty, were damaged in transit or were not as ordered can be returned within 30 days of purchase but will not be accepted unless accompanied by a copy of the purchase receipt and a return authorisation number.  Please follow the below steps to return a faulty item. 

  1. Email us at info@cookiecuttershop.com.au the following details at hand: Your Name, Invoice Number, Product Name, Reason for Return and Request for replacement, exchange, credit or refund.
  2. You will then be given a Return Authorisation Number (R.A.N.) to be written on the outside of the returned package.
  3. Post the product(s) to the following address: Cookie Cutter Shop Returns R.A.N. xxx PO Box 2634 Mount Gambier SA 5290 with correct postage attached to your parcel.  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless product is deemed faulty.
  4. It is suggested that you send your return package by receipted post or express post, as we cannot be held responsible for any product lost/damaged in transit. If you have requested a refund, a credit will be issued via the same payment method used within 7 days of receipt of returned goods, provided the R.A.N. (Return Authorisation Number) is clearly marked on the package.

 

Exceptions to Returnable Products

Products offered on Sale are not returnable unless faulty. This type of sale is considered final.  

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days of receipt of your returned item(s).


Late or missing refunds (if applicable)
If you haven’t received a refund yet and we have notified you at least 7 days ago that a refund would be processed to you, first double check your bank account or contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
info@cookiecuttershop.com.au.


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