FAQ's

Who's making my cookies?

Every single cookie is hand-baked by Kristy the HBIC (Head baker in charge) There are no packet mixes or pre made cookies in the Fancy Favours kitchen. Everything is baked fresh from local ingredients.

 How long will my cookies last and how should I store them? 

All of our cookies come individually wrapped and heat sealed for freshness in food-grade polypropylene bags. Your cookies will come with three months shelf life (not that they will last that long).  Please store your cookies in a cool, dry and dark place. The colour can fade over time if exposed to light for long periods, especially our edible image cookies. Once you have opened your cookies we do recommend that you don't eat them all at once. If by some miracle you do have some self control?  WE recommend that you store them in an airtight container.

 Do you do custom orders? 

We certainly do. If you have something special that you would like made please fill out our custom order page and we will work with you to make your event spectacular. 

Do you guarantee my colour?   

No, unfortunately we are mixing colours so we can not 100% say that it will be exactly as you want it, just like marble colour we can not 100% guarantee that it will look how you envision it as it is basically a pot luck how it will turn out.

 Why isn’t shipping coming up for my cookie cake as an option?

Unfortunatly we cant ship our cookie cakes, we offer free pickup from Oxenford on the gold coast or local delivery can be arranged at time of ordering.

What if I need to cancel or change my order? 

We get it, life happens and sometimes things are out of our control. Please get in touch with us as soon as possible and we will do our best to accommodate your wishes. Please understand all cookies are perishable and once we have personalised your treats we are unable to offer a refund 

Do you put in notes for special gifts?

YES, if your order is for a gift and need something special in there, we are more than happy to help you out. Just let us know what message you would like us to write and we will put that in for you. We love adding the special little touches that make getting one of our boxes in the mail that little bit extra special.

I made a mistake on the delivery address, can you help me? 

Unfortunately once your order has been dispatched we cannot change the delivery address or get in contact with Australia Post. Please check your order details before you checkout and don’t forget if you are sending to someone at a Business please include the Business name or Australia Post might not be able to deliver it. If your item does need to be re-sent due to incorrect details, you will be responsible for the re-delivery fees.

When can I expect to receive my cookies? 

All orders are shipped within 5 business days. We ship your cookies using Australia Post. Please note, their service is overnight 90% off the time but it can take longer for regional areas. Our cookies have a long shelf life so we recommend ordering early so they arrive in time. Every effort is made to package your cookies with the utmost care to ensure they arrive to you in the same condition they left. Please understand these are a handmade product therefore some crumbs may be visible. If larger damage has occurred during transit please contact us immediately.

For large custom orders we ship via courier service, we will still provide you with a tracking number so you can track your delivery.

 Are my cookies tracked?

YES,  Once we have dispatched your order, you will receive a confirmation email and tracking number to keep an eye on your package and stalk your postie.

Where do you ship? 

We currenty ship Australia wide via Australia post.

Can we pick up?  

We do offer pickup from Oxenford on the Gold Coast. If you choose this option the address will be given to you once your order is complete.

Do you offer wholesale options with your cookies? 

We certainly do, if you send us an email to hello@fancyfavours.com.auwe can have a discussion around your needs.

Do your cookies contain nuts?   

No, none of our cookies contain nuts however the cookies are made in a kitchen that does also process nuts and other common allergens.

Do you offer a gluten free or vegan option? 

We do currently have a Gluten Free option but not Vegan, if you message us at hello@fancyfavours.com.au we can assist you.

Do you work with influencers/bloggers?  

We certainly do. If you think you would be a good fit for our brand or have an idea that includes us send us a email to hello@fancyfavours.com.au We love hearing about cool collaboration opportunities!

Do I loose my deposit if I cancel my order?   

On the rare instance where we will do a deposit instead of full payment you will loose it if you cancel your order as we would have turned away other work when yours was booked into the system. So unfortunately you will loose your deposit.

Are your payments secure?

YES, we understand the importance of your privacy and your sensitive data. When you shop with us you have peace of mind knowing that we have a 100% secure shopping cart.