Terms & Conditions

Deposit Policy

Your order will only be officially placed once it has been discussed with our administrative team and a deposit of 50% of the total order cost has been paid. Please note that submitting an inquiry form does not guarantee order acceptance.

Payment Terms

  • Once an invoice is issued, payment must be completed within 24 hours to secure your order slot. After this period, the slot may be offered to another client.

  • Payment Method: Payments are processed online via the link provided after your order discussion.

  • Confirmation: A confirmation email will be sent upon successful payment.

  • If there is no response or payment within 24 hours during the discussion phase, we may become fully booked and unable to accommodate your order. It is the client’s responsibility to ensure timely payment and correspondence.

Emergency Cancellations

In rare cases where Cookies by Monari must cancel an order due to an emergency, a 100% refund will be provided to the client.

Order Details and Accuracy

The Order Summary provided with your invoice contains all the specifications our designer will use to fulfill your order.

  • Please review the Order Summary carefully before confirming. It overrides any prior discussion, and any errors accepted by the client will not be eligible for refunds.

  • The client is responsible for verifying details such as flavors, colours, spelling, and any other specifications to ensure accuracy. This prevents miscommunication and ensures satisfaction.

Pickup and Delivery

Pickup: Orders will be ready on the date and time specified unless otherwise discussed.

Unclaimed orders beyond seven days from the scheduled pickup date may be disposed of at our discretion without refund or credit. One reminder attempt will be made via call or email.

Delivery:

  • Delivery is available at an additional cost and must be arranged and paid for during invoicing.

  • The recipient must be available to accept delivery. If no one is available, the order may be left at a concierge or nearby location deemed appropriate.

  • No refunds will be issued for failed delivery attempts. Any additional delivery arrangements and associated costs will be the client’s responsibility.

Design and Image Disclaimer

While we strive to closely match your requested designs and images:

  • Some variance in design or color may occur due to the handmade nature of our cookies.

  • Exact color matches, especially for edible printed images, cannot be guaranteed due to printer and icing limitations.

  • The client is responsible for ensuring image quality. Refunds will not be issued for discrepancies caused by poor-quality images provided by the client.

Self-Promotion

Cookies by Monari reserves the right to photograph and share images of all cookies we create on our social media platforms, website, or promotional materials unless otherwise agreed upon prior to placing the order.

Cancellation and Refund Policy

Deposits are non-refundable in the event of client cancellation.

  • Orders not picked up on the specified date cannot be remade or refunded.

  • Refunds, exchanges, or returns are not available once an invoice is paid.

  • Postponements: Clients must provide at least two weeks’ notice (or four weeks for orders of 250+ items) to reschedule an order. Rescheduling is subject to calendar availability and limited to two changes within one year of the original date.

  • If a reschedule request is made with less than two weeks’ notice or we are unable to accommodate your new date, no refunds, exchanges, or credits will be provided.

  • Changes to design requests may incur additional charges, depending on the complexity and timing of the revision.