Where do you deliver?
We ship items in our “FOR DELIVERY” catalogue to Australia postal addresses only. We do not deliver to PO boxes.
When will you send my order?
We ship postal orders via Express Post on Mondays-Wednesdays. We do not ship on Thursdays/Fridays as your package may not reach you in time before the weekend and we don't want a freshly baked product sitting in a warehouse over the weekend. Our preference is to bake it fresh and deliver it to you as quickly as possible.
When will I get my order?
We ship via Australia Post Express Shipping, which typically takes 1-2 Business Days to reach you from the day it is posted. We bake our treats in Brisbane (a major city), meaning your order will arrive next business day for major cities, or take an extra day outside of major cities. For regional/rural orders, delivery time can be longer - please consult Australia Post Express for current delivery times.
Once your order is shipped, we will notify you with a tracking code to track your delivery. During holidays, you can expect there may be delays in express postage. If you haven’t received your order within 5 business days from the date it was placed, please contact us at email@example.com
What if the recipient is not available to take the delivery?
Please note that we offer two shipping options: Express Post (no signature) and Express Post (signature on delivery). If signature is waived, Brooki Bakehouse cannot be held responsible if the package is lost or damaged (or even worse - eaten by your neighbour!)
How much will shipping cost?
Our Express Post across Australia is a flat rate of $15 without signature and $18 with signature required on delivery.
How long do my cookies last?
Cookies may be stored in an airtight container for one week. But of course, we know they won’t last that long!
If you don’t plan on eating all of your cookies at once, freeze them on the day you receive them. When ready to eat, simply heat your cookies in a 180C oven for 5-10 minutes until warm and gooey.
Returns & Refunds
All of our goodies are made in house, by hand. Due to the perishable nature of our products, we cannot be responsible for how they are transported and stored once they leave our shop.
Order Cancellations & Modifications
Should you wish to cancel or modify your order, please email our customer service team firstname.lastname@example.org. Please note cancellations must be made 7 days prior and modifications can only be made 3 days prior. Within those time frames, we cannot cancel or modify your order.
Big Orders (like, huge ones)
If you’re having the wedding of the century or require catering for a major event, we’d love to be involved. Please email email@example.com at least 14 days prior to your desired pick up date. Include the date you’d like the order for, quantities required and your desired flavours.
If you sent us a DM and we didn’t respond, we haven’t seen it yet.
We do our best to get back to your requests in a timely fashion, but as we are a small team of bakers, cake decorators and baristas, we’re usually on the tools. However, we will always strive to get back to you within 24 hours, during business hours.
Email us firstname.lastname@example.org
For Pick Up FAQ please click here.