Our Four Favourites Box

FAQ 1 — How long does it take to make and ship my order?

Our cookies are handmade to order. Please allow 2–5 business days for processing depending on order size, then we ship via Australia Post Express. Delivery times vary by location (Gold Coast/Brisbane are usually fastest).

FAQ 2 — Can I include a personalised gift message?

Yes! You can add a personalised message at checkout (up to 250 characters) and we’ll include it on a card inside your order — perfect for birthdays, thank-yous, and celebrations.

FAQ 3 — How do I store the cookies and how long do they stay fresh?

For best results, store cookies in an airtight container. They’re best enjoyed within 3–4 days, or you can refrigerate/freeze to enjoy later (warm slightly before eating for that fresh-baked feel).

FAQ 4 — Do you cater to allergies or dietary requirements?

Our cookies are made in a kitchen that handles gluten, dairy, eggs, soy, and nuts, and cross-contamination is possible. We don’t currently offer gluten-free/vegan options, so they may not be suitable for severe allergies.

FAQ 5 — What’s included in this box?

This box includes [X] loaded cookies. You can choose your flavours (or select our favourites), and your order arrives gift-ready — with the option to add premium packaging and a personalised message at checkout.

Ordering & Delivery

How do I place an order?

Simply browse our delicious flavours, add your favourites to cart, and checkout through our secure Shopify store. You can select your preferred delivery date at checkout, and don’t forget to add a personalized gift message if you’re sending cookies to someone special! 🍪

Where do you deliver?

• We deliver across Australia via Australia Post! Our main delivery zones include
• Gold Coast: 1–2 business days
• Brisbane: 2–3 business day
• Sydney: 3–4 business days
• Other Australian locations: 3–5 business days

What are your delivery costs?

We charge a flat rate of $19 for express post delivery to all locations across Australia.

Can I choose my delivery date?

Absolutely! During checkout, you’ll be able to select your preferred delivery date. Our system will show you available dates based on your location and our production schedule, ensuring your cookies arrive fresh and delicious.

What if I need urgent delivery?

We understand sometimes you need cookies fast! Please contact us directly at the time of ordering, and we’ll do our absolute best to accommodate urgent requests where possible. Keep in mind that delivery timelines vary by location.

How are the cookies packaged for delivery?

All our cookies are carefully packaged to ensure they arrive in perfect condition. We use protective packaging and Australia Post express delivery to keep your cookies fresh and intact during transit.

Products & Flavours

What flavours do you offer?

We have an amazing range of handmade loaded cookies:

• Red Velvet Cheesecake
• Hazelnut Cream
• Speculoos
• Chocolate & Pistachio
• Ferrero Loaded
• Pistachio Cream
• M&M’s Loaded
• Chunky Chocolate Chip
• Chocolate Cheesecake

Can’t decide? Try our Four Favourites Box featuring our most popular flavours!

How much do cookies cost?

What makes your cookies “loaded”?

Our cookies are generously packed with premium ingredients—think gooey chocolate, crunchy nuts, creamy fillings, and indulgent toppings. We don’t hold back! Each cookie is handmade with love and loaded with flavour.

How big are the cookies?

Our cookies are generously sized—perfect for sharing or indulging all by yourself! Each one is handmade, so there may be slight variations, but you’ll always get a satisfyingly loaded treat.

Can I customize a cookie box?

Yes! You can mix and match flavours when ordering boxes of 6 or more. Just add your selections to cart or contact us if you need help creating the perfect custom box.

Dietary & Allergen Information

Do you have nut-free options?

Yes! Our nut-free flavours include: - Chunky Chocolate Chip - M&M’s Loaded - Red Velvet Cheesecake - Speculoos- Chocolate Cheesecake

Please note: All cookies are made in a kitchen that handles nuts, so there is a risk of cross-contamination.

Which cookies contain nuts?

These flavours contain nuts: - Hazelnut Cream - Chocolate & Pistachio - Pistachio Cream - Ferrero Loaded

Do you offer vegan or dairy-free cookies?

Not currently—all our cookies contain butter, eggs, and dairy. We’re always exploring new options, so stay tuned to our Instagram for future updates!

Do you have gluten-free options?

We don’t offer gluten-free cookies at this time, but we’d love to hear from you if this is something you’re interested in!

Storage & Freshness

How long do the cookies stay fresh?

How should I store my cookies?

Keep them in an airtight container at room temperature for short-term enjoyment. For longer storage, pop them in the fridge or freezer!

Can I reheat the cookies?

Absolutely! For the ultimate gooey, fresh-baked experience, warm them in the microwave for 10–15 seconds or in the oven at 160°C for 3–5 minutes. Heaven! 🔥

Gifting & Customization

Can I add a gift message?

Yes! During checkout, you’ll have the option to include a personalized gift message. We’ll include it with your order on a beautiful card—handwritten or printed, depending on your preference.

Do you offer gift packaging?

Yes! We offer standard gift packaging included. 

Can I send cookies directly to someone as a gift?

Absolutely! Just enter their delivery address at checkout and add your personalized message. We’ll take care of the rest and make sure your gift arrives beautifully packaged and ready to delight. 🎁

Do you offer corporate gifting?

Yes! We love working with businesses for corporate gifts, client appreciation, employee rewards, and event catering. Contact us directly to discuss custom orders, bulk pricing, and delivery arrangements.

Orders & Changes

Can I change or cancel my order?

Please contact us as soon as possible if you need to make changes or cancel your order. Once cookies are baked and packaged, we may not be able to accommodate changes, but we’ll always do our best to help!

What if my cookies arrive damaged?

We take great care in packaging, but if something goes wrong in transit, please contact us immediately with photos. We’ll work with you to make it right—your satisfaction is our priority! 💛

Do you offer refunds?

Due to the handmade, perishable nature of our products, we handle refunds on a case-by-case basis. If there’s an issue with your order, please reach out and we’ll find a solution together.

About Hey Cookie

Where are you located?

We’re proudly based on the beautiful Gold Coast, Australia! All our cookies are handmade locally with love and premium ingredients. 🌴

How are your cookies made?

Every single cookie is handmade by us from scratch using premium ingredients. We bake Monday to Friday in small batches to ensure maximum freshness and quality. No shortcuts, no compromises—just delicious, loaded cookies!

Can I visit your bakery or pick up my order?

We’re currently an online-only business operating from a commercial kitchen. All orders are delivered via Australia Post. Follow us on Instagram for updates on any future pop-up events or pickup options!

How can I stay updated on new flavours and promotions?

Follow us on Instagram and Facebook, and sign up for our email list! We share behind-the-scenes content, new flavour launches, seasonal specials, and exclusive offers with our cookie-loving community. 🍪

Contact & Support

How can I contact you?

We’d love to hear from you! Reach out through:

• www.heycookie.com.au 
• Instagram & Facebook:@heycookie_gc -
• Email: admin@heycookie.com.au

What are your business hours?

We bake Monday to Friday and respond to messages during business hours. We’ll get back to you as quickly as possible—usually within 48 hours!

Have a question we didn’t answer?
Don’t hesitate to reach out—we’re here to help make your cookie experience absolutely perfect! 💛