Store Policy

If you have any question about our store policy or about anything not covered in this page, you may email us at [email protected] or message us on Facebook or Instagram. We’ll try to respond as soon as possible.

By ordering from Cookies PH, you agree to the following Store Policy.

Ordering

How can I order your cookies?

You may order cookies through this website! Click “Add to Cart” on the cookies you’d like to order, checkout, pay and send us proof of payment, and then we’ll get in touch with you for the delivery.

You may also contact us directly on Facebook or Instagram for inquiries or to place an order.

When should I pay for my order?

Once you have checked out your order from our website, or once we have given you a bill if you’re ordering through social media, kindly make payment within the next 12 hours. Your order may automatically get cancelled if you miss this time period. In case you need more time to send proof of payment, please send us a message to inform us ASAP so we can try to extend.

What happens if I don’t send proof of payment before the given deadline?

Orders placed through the website:

Once you check out an order from our website, slots are temporarily reserved for you for 12 hours or until the payment cutoff for your preferred delivery date. Orders that remain unpaid after 12 hours will be cancelled, and the slots may be given away to other customers.

If you need more time to make payment after the 12-hour period, you may request that we don’t cancel your order yet, but there’s no longer a guaranteed slot for you on your preferred delivery date. Please check with us first before sending a late payment.

Orders placed through Facebook/Instagram message:

Once we have given you a bill through through Facebook/Instagram message, slots are temporarily reserved for you for 24 hours or until the payment cutoff for your preferred delivery date. Orders that remain unpaid after 24 hours will be cancelled, and the slots may be given away to other customers.

If you need more time to make payment after the 24-hour period, you may request that we don’t cancel your order yet, but there’s no longer a guaranteed slot for you on your preferred delivery date. Please check with us first before sending a late payment.

Is COD (cash on delivery) available?

We currently don’t accept COD. Our slots are limited and usually get fully booked 1-2 days before delivery, so we reserve slots for customers only when already paid.

What are the payment options?

You may pay through bank deposit or online transfer. Our most popular payment methods are the following:

  • GCash
  • BDO / BDO Pay
  • BPI

If you have a preferred bank that’s not listed, please contact us and we’ll see if we can accomodate your payment there.

Can I deposit a check to your account as payment?

Check payment is discouraged because of the clearing period. Uncleared checks will not be considered as “paid”. If you really need to pay using a check, please make sure that it will clear in our account BEFORE the payment deadline.

Can I refund if I decide not to push through with the order?

No refund is given for cancelled orders. Once you pay, we allocate resources for your order.

Do you accept rush orders?

We define “rush orders” as orders confirmed after the defined Payment Cutoff. We only accept rush orders if it’s still possible to squeeze in to our schedule.

Delivery

When will I receive the cookies if I order now?

Your cookies will be delivered to you on the next delivery day with available slots. You may contact us directly if you’d like to verify the next available delivery date.

Can I reschedule the day of delivery of my order?

We strongly discourage reschedule because it will disrupt the smooth operations of our deliveries. In case you really need to reschedule, please let us know at least 2 days before the scheduled delivery. Once we have approved your request for reschedule, it will be moved to the next schedule with available delivery slots. We don’t charge extra for reschedule unless it’s a bulk order.

Can I book my own courier? Can I pickup my orders myself?

Due to our pandemic circumstances, we cannot accept pickup by other couriers or by customers themselves. We dispatch all ordered items in one go per delivery day with the help of multipoint bookings with our own courier.

How will you deliver the goods?

We deliver our cookies with the help of our trusted on-demand couriers via motorcycle.

We often do multipoint booking to deliver orders. This is to help us dispatch everyone’s orders ASAP after baking. After all, waiting for a rider to accept our booking and to arrive at our location takes some time. Rest assured that we will let you know about drop-off points that the rider will pass by before yours.

Can I choose the time of delivery?

Our standard dispatch time from Makati City is between 11AM-2PM. We cannot commit to an exact time of delivery since we dispatch all orders in one go per day (after baking a variable number of cookie batches), but we will let you know once your order is on the way.

When a customer requests a specific time, we do our best to accommodate it but there is no guarantee.

Rest assured that we’ll send an update once the courier has picked up the items.

What if the courier can’t contact me for the delivery?

For a successful delivery, please make sure that the recipient will be reachable through their mobile number on the scheduled delivery date and time window.

If recipient cannot be reached, but there’s someone who can receive the item on their behalf (e.g. security guard):

If the recipient is not able to respond to our courier within 15 minutes, the courier will attempt to leave your order to the guard in your apartment/subdivison. Neither Cookies PH nor the courier shall be held responsible for damages or loss of the goods once left to your guard. We always update our customers regarding delivery to avoid this, so please keep your line open on the delivery day so that your order will be handed over to you properly.

If the recipient couldn’t be reached in any way, and there’s no one who can receive on their behalf:

If the delivery address is in a house with no guard/caretaker who can receive the delivery for you, and we really can’t reach anyone on your end (no answer from the contact number given to us, no one’s opening the door upon knocking, and no response from social media messages), this will be considered as a failed delivery due to unreachable customer and no refund will be made. Delivery reattempt will not be guaranteed.

Will you reattempt a delivery that failed because the recipient could not be reached?

We don’t guarantee a delivery reattempt if it failed because the recipient couldn’t be reached. This is why we ask to ensure that the recipient will be reachable on the scheduled delivery date and time window.

A delivery reattempt may only be possible if both of these two conditions are met:

  • Courier is still on the road to deliver to our other customers when you or the recipient finally respond, and
  • Recipient or the person who ordered will be able to hand over an additional fee directly to the courier. We’ll connect you to our courier so that you may settle differences directly.

What if we didn’t receive our order? Someone was at the delivery address and the recipient kept their line open.

In the unlikely event that the recipient does not receive your order on the scheduled date of delivery, please contact us on the same day so that we can investigate why it did not reach you. Don’t wait until the next day to report it to us.

We always inform customers once the goods have already been picked up from us, and so far 100% of our deliveries done by our couriers are successful.

What if I received a wrong item?

In the unlikely event that you received a wrong item, we will refund the item that you were supposed to get. The refund will be done through online money transfer.

You may also choose to have the correct item delivered on the next available delivery day, but in this case, we won’t be able to shoulder the shipping fee.

You may keep the wrong item and we hope that you’ll still enjoy it — this is our way of apologizing.

Will I receive my orders in perfect form?

There is no guarantee that your order will arrive in perfect form, especially since we deliver everything through couriers who travel via motorcycle, but please rest assured that we are now practicing extra measures to minimize the damages to the cookies that we deliver, especially the most fragile ones. If the delivery address is far, or when shipping fragile cookies, we pack the cookies more snugly by using extra sheets of paper — the less they move around in the box, the less chance of getting damaged. When delivering cookies that are not fragile in nearby areas, we don’t add extra sheets of paper anymore so that we can reduce waste.

The Cookie Cakes are recommended for delivery within Metro Manila only. So far, all of our Cookie Cake deliveries within Metro Manila arrive free of damage, but please be advised that minor damage may still happen due to situations that are out of control. The farther the delivery is from Makati City, the higher chance of getting damaged. Rest assured that we do our best to keep the Cookie Cakes safe. We ourselves don’t want a product that we made with love and care, such as the Cookie Cakes, to get damaged.

How is the delivery fee computed?

Cookie Cake delivery fee:

For delivery of cookie cakes, the rate is based on the quotation from the Happy Move app.

Their rates are not the cheapest, but they are the most reliable courier we know for delivering cakes.

Non-Cake product delivery fee (cookies, etc.):

The delivery fee that we charge is based on one chosen courier’s price to deliver to your address. This courier may or may not be Happy Move. Please informed that prices may rise on holidays if the courier adds a holiday surcharge.

Criteria for choosing a courier:

  • Consistent price (couriers with inconsistent prices are Grab and Mr. Speedy)
  • Multipoint bookings are allowed
  • Insulated bag option
  • Lowest price among those who pass the 3 criteria above

Price may change any time without prior notice, but if ever, the new price will be reflected on your bill/invoice upon ordering. Any courier may change their price at any time, and we only base our delivery fee on theirs.

We don’t charge less for multiple bookings, because the excess amount goes to the bookings we make with more expensive couriers. There are instances when we are not able to book our chosen courier and we opt for the more expensive ones to dispatch our goods within the promised time window.

What if Cookies PH cannot book a driver from any courier on the delivery date?

So far, 100% our deliveries have been shipped successfully on the promised date. There are times when it takes so long to be assigned a driver in the on-demand courier apps that we use, from holiday rush to community lockdowns, but rest assured that as you wait, we are constantly waiting for a driver to be assigned.

If we are not able to get a driver at the end of the day of delivery, our options for the next day are:

  • Retry booking on-demand delivery service, or
  • Send the goods to you via LBC, which may cost more so you’ll have to send us the additional amount before we drop-off to LBC

If none of the 2 options work on the next day, we shall refund your entire payment via BPI/BDO online bank transfer or GCash. We want to deliver our products only while they’re still freshly made.

Why do you have to dispatch the goods in one go?

Unlike other homemade product sellers whose kitchens are just a few steps away from their pickup points, ours is a bit of a walk from the spot where the courier is allowed to pickup items from us. Each time we head to and from that spot, we pass several hallways and many people, which we feel should be avoided in this dangerous period of pandemic. We are concerned about the COVID-19 situation and believe that the more people head out of their homes, the more chances of spreading the virus. And so, we choose to ship out all ordered items per delivery day in one go. On better days, we will become more flexible with pickups and deliveries. Thanks so much for understanding.

Refund

Can I refund a paid order if I changed my mind?

Sorry but paid orders are considered final, so no refund is given for cancelled orders. When you have already paid, we would have already allocated resources for your order.

Can I refund if I received a wrong item?

Yes. In the unlikely event that we accidentally send you a wrong item, we will do a refund at the price of the item you ordered but did not receive. We will try to do the refund within 24 hours. You may keep the wrong item as our way of apologizing. The refund will be done through online money transfer. The amount that we will refund is the price of the item you ordered but did not receive.

The delivery fee will only be refunded if you ordered just 1 item and received a wrong one. If you ordered 2 or more items and one of the items you received is wrong, then we will only refund the item, excluding delivery fee.

If you prefer that we resend the correct item, you may place a new order with the refund given to you.

Can I refund the product if I did not like it?

We do our best to produce delicious, freshly made items. Since we all try various sorts of food items that we may or may not like, we will not refund an item that you did not like.

For our terms on bulk orders, please refer to Bulk Order Policy.