Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sweetheart.bakery.orders@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sweetheart.bakery.orders@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sweetheart.bakery.orders@gmail.com.

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, refunds, or store credit. At this stage, preparation, design work, ingredient purchasing, packaging planning, and/or production may have already begun.

Rush orders are non-refundable once accepted.

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.

We will review the issue and determine whether a replacement, partial credit, or other resolution may be appropriate.

Please note that refunds or credits are not provided for minor imperfections, small color variations, taste preferences, customer-provided errors, or damage that occurs after the order has safely left our possession.

This includes damage caused by improper handling, transportation by the customer, heat exposure, humidity, refrigeration, freezing, direct sunlight, or incorrect storage.

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.