If something's not right

Email orders@brookibakehouse.com with:

• your order number or proof of purchase
• a photo of the problem

The photo really helps. It lets us see what happened, work out whether it was the bake or the journey, and sort it quickly. It also helps us fix the cause so it doesn't happen to the next person.

Once we've had a look, we'll email you the next steps. Where a product is faulty, damaged or not what you ordered, we'll arrange a refund or a replacement.

Please get in touch as soon as you can after your order arrives. With fresh food, the sooner we hear from you, the more we can tell about what went wrong.

Because everything we make is fresh, perishable food, we're not able to accept returns or offer refunds if you simply change your mind. Once a cookie is baked and boxed, we can't resell it, so please do check your order before you confirm it.

If the address was wrong. We send to the address entered at checkout. If that address is incomplete or incorrect and your order doesn't arrive, we're not able to refund or replace it. Worth a second look at that field before you check out.

If it wasn't collected. If the courier makes multiple delivery attempts and the parcel isn't collected, then comes back to us, we can't refund or replace it. By the time it returns, it's no longer good to eat.

Delivery times, where we ship and what happens if you're not home: see our shipping policy.

When you arrive, our team will show you your order before it's boxed, so you can check you're happy with it. Please do look properly. This is the moment to say something.

Once your order has left the store we can't offer a refund or exchange, because we have no way of knowing how food has been stored or handled after that. If you spot a problem while you're still with us, we'll fix it on the spot.

Bring your order number so we can be sure you're going home with the right box.

Every custom order is made by hand, which means no two are ever identical.

Our web store shows all the customisations we offer (flavours, colours, piping styles) and we'll follow your choices closely. But because our cakes are made with American buttercream, we can't always reproduce the exact shade of a cake you've seen before. We use the same colouring every time; buttercream doesn't always agree. Small variations between two cakes are part of how handmade works, and we're not able to offer refunds on that basis.

If you have something very specific in mind, tell us before you order and we'll be honest about whether we can hit it.

Plans change and we'd rather work with you than not.

Cake pick up orders

• More than 7 days before collection: we can change or cancel your order. A $10 admin fee applies, because changes mean rescheduling production.
• Within 7 days of collection: we can't make changes, and we're not able to cancel. By then your order is in the schedule and the ingredients are bought.

To request a change, email orders@brookibakehouse.com with your order number.

All other orders

We'll do our best. Email orders@brookibakehouse.com with your order number as early as you can. Once an order has been packed, we may not be able to change it.

Nothing on this page limits your rights under the Australian Consumer Law.

Our products come with guarantees that can't be excluded. If something we've sold you is faulty, unsafe, or significantly different from what was described, you may be entitled to a refund or replacement, and to compensation for any other reasonably foreseeable loss. Because we sell perishable food, a refund or replacement is usually the right remedy rather than a repair.

The terms above sit alongside those rights, not instead of them. If you think something has gone wrong, please talk to us first. We'd much rather sort it out directly.