Terms of service

Terms of Service

Business: Hey Cookie
ABN: 97 855 300 753
Last updated: 9 January 2026

These Terms of Service (“Terms”) apply when you browse, use, or place an order through Hey Cookie (“we”, “us”,“our”) via https://www.heycookie.com.au (the “Site”). By using the Site and/or purchasing from us, you agree to these Terms.

1) About Hey Cookie

Hey Cookie is an Australian business operating from the Gold Coast, Queensland.

2) Using our website

You agree to use our Site for lawful purposes only. You must not:

Misuse, interfere with, or disrupt the Site
Attempt unauthorised access to our systems
Copy, reproduce, or distribute our content without permission

We may update, change, or remove content on the Site at any time.

3) Products, handmade nature & availability

Our cookies and gift boxes are handmade in small batches and may be made to order. Because of this:

Product appearance may vary slightly from photos
Availability may change without notice
We may limit quantities per order during busy periods

4) Pricing & payment

All prices are shown in AUD.
Prices include GST where applicable.
Shipping fees are shown at checkout.
Payment must be made in full before an order is processed.

If a pricing or listing error occurs, we may correct it and cancel/refund affected orders.

5) Order acceptance

After you place an order, you’ll receive an order confirmation email. This confirms we received your order request, but does not guarantee acceptance.

We may cancel an order if:

An item is unavailable
We suspect fraud or unauthorised activity
There is a pricing/website error
We cannot reasonably meet the order requirements

If we cancel your order, we’ll refund you in line with our Refund Policy and Australian Consumer Law.

6) Gift messages & personalisation

If you include a gift message or personalisation details, you are responsible for ensuring they are correct and appropriate. We are not responsible for typos or errors entered at checkout.

Character limits may apply (for example, up to 250 characters).

7) Shipping & delivery (Australia only)

We currently ship within Australia only.

We ship using Australia Post Express (or another carrier we choose). Delivery timeframes shown on our Site areestimates and can vary due to carrier delays, weather, peak periods, or events outside our control.

Address accuracy

You are responsible for providing a complete and correct delivery address. If an order is delayed, returned, or lost due to an incorrect address provided at checkout, we may not be able to replace or refund it.

Risk

To the extent permitted by law, risk generally passes to you once your order has been dispatched.

8) Food products, storage & quality

Our products are perishable. Once delivered, you are responsible for storing them correctly.

General shelf life guidance:

3–4 days airtight at room temperature
5–7 days in a heat-sealed bag
Up to 2 weeks in the fridge
Up to 3 months in the freezer

Storage guidance may vary by product.

9) Allergens & dietary requirements

Our products may contain allergens including (but not limited to) gluten, dairy, eggs, soy, and nuts.

Important:

Some flavours contain nuts.
All products are made in a kitchen that handles nuts and other allergens, so cross-contamination may occur.

You are responsible for checking product descriptions and contacting us before ordering if you have allergy concerns. At this time, we do not offer custom dietary options (for example, gluten-free, vegan, sugar-free).

10) Returns, refunds & cancellations

Because our products are food items, we generally do not accept returns or refunds for change of mind once an order has been dispatched.

If your order arrives damaged or incorrect, please contact us within 24 hours of delivery with:

Your order number
Photos of the issue (packaging and product)

We’ll assess and, where appropriate, offer a replacement, store credit, or refund in line with Australian Consumer Law.

For full details, please refer to our Refund Policy, which forms part of these Terms.

11) Australian Consumer Law

Nothing in these Terms excludes any consumer guarantees or rights you may have under the Australian Consumer Law that cannot be excluded.

12) Promotions & discount codes

Discount codes:

Must be applied at checkout (unless we state otherwise)
Cannot be applied retrospectively
May have expiry dates and usage limits
May be withdrawn at any time

13) Intellectual property

All content on our Site (including photos, branding, logos, copy, and product names) is owned by or licensed to Hey Cookie. You may not use it without our written permission.

14) Limitation of liability (to the extent permitted by law)

To the extent permitted by law, we are not liable for:

Indirect or consequential losses (for example, lost profits)
Delivery delays outside our control
Minor product variations due to handmade production

Where liability cannot be excluded, it is limited to the remedies available under Australian Consumer Law.

15) Privacy

We handle personal information in line with our Privacy Policy. By using our Site, you agree to our collection and use of personal information as described there.

16) Changes to these Terms

We may update these Terms from time to time. The latest version will always be published on our Site with the updated date.

17) Governing law

These Terms are governed by the laws of Queensland, Australia, and you submit to the non-exclusive jurisdiction of the courts of Queensland.

18) Contact

For questions about these Terms or your order, please contact us via the contact details on our website: https://www.heycookie.com.au