Shipping Policy
Shipping & Delivery
Everything we send is freshly baked, so we ship fast and we're fussy about how. Here's exactly how it works.
Questions? Email orders@brookibakehouse.com. We're across email Monday to Friday, 8am–3pm AEST.
At a glance
| Cost | $15 flat rate, and free over $80 |
| Where we ship | Australia-wide, plus New Zealand, Singapore, Malaysia, Hong Kong and Japan |
| Carrier | Express Post within Australia · DHL Express internationally |
| We ship | Monday to Friday |
| Major Australian cities | 2–3 business days |
| Regional Australia | 4–5 business days |
| New Zealand | 2–4 business days |
| Asia | 2–5 business days |
| PO Boxes & Parcel Lockers | Sorry, we can't deliver to these |
When will my order arrive?
Within Australia
2–3 business days: Brisbane, Melbourne, Sydney, Canberra, Perth, Adelaide, Darwin, Launceston, Hobart, Cairns, Mackay and Rockhampton.
4–5 business days: all other cities and regional areas.
Internationally
New Zealand: 2–4 business days. Asia: 2–5 business days.
We ship Monday to Friday. Orders placed before 8am generally go out the same day; after that, the next business day. We don't dispatch on Saturdays or Sundays, so anything ordered over the weekend ships on Monday — a parcel that sits in a depot over the weekend arrives as a worse cookie than we baked, and we'd rather not send it.
Transit times are estimates from our couriers. Weather and road conditions can affect them, and we can't control either.
Where we ship
Within Australia: all residential and commercial postal addresses.
We can't deliver to PO Boxes or Parcel Lockers. Perishable food shouldn't sit in a locker, so our couriers won't take it there.
Internationally, via DHL Express: New Zealand, Malaysia (Kuala Lumpur), Singapore, Hong Kong and Japan (metro areas only).
If your country isn't on that list, we're sorry. We'd love to ship everywhere, but we're limited by which couriers can move a freshly baked product fast enough for it to be worth eating when it lands. As that changes, we'll add destinations.
Taxes and duties on international orders
International parcels may attract additional taxes and duties in the destination country.
As the recipient, you're liable for all import duties, customs charges and local sales taxes applied by the country you're shipping to, and these usually need to be paid before customs will release your order. Amounts vary by country and we have no way to calculate or control them.
We do everything we can to get your order moving quickly, but we can't take responsibility for customs delays or charges.
What if I'm not home?
Within Australia
Our couriers will leave your parcel in a safe place. If there isn't one, it goes to a local collection point for you to pick up. Everything travels in a sealed mailer bag, but once a parcel has been left in a safe place we're not able to take responsibility for it.
Because we're sending perishable food, please choose an address that's attended on weekdays — a workplace often works better than a home. If you're worried about a parcel sitting outside, that's the fix.
If the address is wrong. We send to the address entered at checkout. If it's incorrect or incomplete and the parcel is returned or marked undeliverable, we're not able to refund or replace it. Please check it before you confirm — it's the one detail we can't fix for you.
Internationally
All international orders must be signed for. Because these are perishable goods, someone needs to be at the address to receive them. If nobody's home, DHL will contact you by email or phone and attempt delivery again the next day.
Can I change or cancel my order?
We'll do our best. Email orders@brookibakehouse.com with your order number as early as you can.
We may not be able to accommodate a change if we can't action it before your order has been packed and shipped. Once an order is fulfilled we can't change the contents or the shipping address.
For pickup and custom orders, different terms apply — see our Refunds & Returns policy for the change and cancellation window.
Your rights under Australian Consumer Law
Nothing on this page limits your rights under the Australian Consumer Law. Our products come with guarantees that can't be excluded, including that they'll be of acceptable quality and match their description. If your order arrives faulty, damaged or incorrect, email orders@brookibakehouse.com with a photo and your order number and we'll sort it out.
Last updated: 28 August 2026