Return, Refund & Shipping Policy
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Thank you for shopping at YouCookieCompany.com, we are here to help you.
You have 15 calendar days to return an item from the date you received it.
To be eligible for a return, since the product is a consumable food product, the individual packets must be unopened, and in the same condition you received it. The individual cookies must be in its original packaging.
Please use the official order number given on the date of purchase as the proof of purchase.
Once we received your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund / replacement after inspecting the item.
At Youcookiecompany we reserve the right to utilize the shipping carrier and method deemed to be the most appropriate for each shipment, and you agree to pay the USPS shipping charges. Such charges may include express freight charges if that was necessary to meet your in-hands date.
The shipping charges are added to your order and is clearly defined and paid for as part of the total amount of the order and is included in a separate billable line item making up the total amount billed for your order. The standard USPS shipping method we prefer will have your order delivered within 5 working days of your order received. Should there be a delay due to unforeseen circumstances, we will communicate it with you.
The risk passes to you once the courier delivered the parcel to you. Delivery lead times vary. Please note that delivery by dates is estimates and are not a guarantee that the product will be delivered on that specific date. We will not be liable for any loss or expenses which you may incur because of any delay in the delivery of your order.
For orders shipping outside of the United States, our policy requires that we utilize your corporate shipping accounts and that we ship either UPS or FedEx for DHL. Once the order is collected from our warehouse, the responsibility of the shipment moves over to you or your courier. You acknowledge that international orders, by their very nature, require additional costs and time, and that from time to time, circumstances may arise that prevent the order from being delivered. You understand that delays or fees assessed by the local country’s customs office are out of the control of Youcookiecompany.com
Should an order be abandoned, the return charges will be paid by Youcookiecompany and then billed to you. This applies to orders even they are shipped out on your corporate account number. Should you refuse to pay any services, then Youcookiecompany will pay and will bill you accordingly.
You also accept the standard international documentation fee of $15 per shipment in order to offset the costs associated with preparing the paperwork as well as any follow up communications for international shipment that our team handles.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund.
If you have any questions or queries around your return, please contact us here.
We will respond to your enquiry within 24 hours on Monday-Friday 08:00-17:00 (SA Time)
We are unfortunately closed over weekends and will respond to your enquiries on Monday should an email be send over the weekend.