Refund policy

Custom Order Return & Cancellation Policy

Because our cookies are made to order, edible, and personalized for each customer, all sales are final. We do not accept returns or exchanges.

Please review your order details carefully before submitting your request, including names, dates, colors, themes, wording, logo files, quantities, pickup/delivery date, and any personalization details.

Cancellations & Modifications

Cancellation and modification requests must be made as early as possible.

More than 7 days before the scheduled pickup, delivery, or shipping date:
You may request changes to your order, subject to availability and design feasibility. If you need to cancel, you may be eligible for store credit.

Less than 7 days before the scheduled pickup, delivery, or shipping date:
Orders are no longer eligible for cancellation, changes or store credit. At this stage, preparation, design work, ingredient purchasing, packaging planning, and/or production may have already begun.

Custom Design Approval

Custom cookies may vary slightly in color, size, shape, layout, and final appearance because each order is handmade and/or printed on an edible surface.

Sweetheart Bakery is not responsible for errors in details provided by the customer, including misspelled names, incorrect dates, incorrect wording, low-quality logo files, or wrong design instructions after the order has been approved or submitted.

Additional changes after approval may not be possible and may require an additional fee.

Damaged or Incorrect Orders

We take care in preparing, packaging, and checking every order. If there is a serious issue with your order, such as missing items, the wrong design, or major damage, please follow these steps:

  1. Inspect your order immediately upon pickup or delivery.

  2. Contact us by email within 24 hours of receiving your order.

  3. Include your order number and clear photos of the issue, including the cookies and packaging.

Pickup, Delivery & Shipping Responsibility

Once an order has been picked up, delivered, or transferred to the shipping carrier, Sweetheart Bakery is not responsible for damage caused by handling, transport, delays, weather, heat, theft, or improper storage.

For shipped orders, carrier delays, lost packages, or carrier-related damage are handled according to our Shipping, Local Delivery & Pickup Policy.

Agreement to Policy

By placing an order and submitting your custom request, you agree that custom food items are made specifically for your order and are not eligible for returns, exchanges, or refunds except where Sweetheart Bakery determines that an error occurred on our side.