Refund policy

Returns, Refunds & Exchange Policy

Last Updated: 30 September 2025

At The Promised Cookies, we take immense care in baking, packaging, and shipping our cookies to ensure they arrive fresh and perfect for you. Due to the perishable nature of our products, we have a strict policy in place to guarantee food safety and quality.

1. All Sales Are Final - No Returns

As our cookies are handmade, perishable food items, we do not accept returns for any change of mind, unwanted gifts, or if you simply do not like the taste. All sales are final.

2. Our Refund & Replacement Policy

Your satisfaction is our priority. We will only offer a refund or replacement for the following specific scenarios:

A. Damaged or Defective Items

If your cookies arrive physically damaged (e.g., completely crushed, mouldy, or have an obvious quality defect), you must contact us within 24 hours of delivery.

To be eligible, you must provide:

  • Your order number.
  • Clear photographs of the damaged cookies and the original packaging.
  • A brief description of the issue.

Upon review and approval, we will typically offer a replacement for the damaged items or a partial refund at our discretion.

B. Incorrect Order

If you receive an item you did not order (e.g., wrong cookie flavour), please contact us within 24 hours of delivery.

To be eligible, you must provide:

  • Your order number.
  • A photo of the incorrect items you received.

We will arrange for the correct items to be sent to you at no extra cost. In some cases, we may issue a partial or full refund.

3. Shipping & Delivery Issues

Failed Delivery / Lost Parcel: If the courier company fails to deliver your parcel or loses it, please contact us. We will initiate an investigation with the courier and, upon confirmation, issue a full refund or replacement for the entire order.

Incorrect Address: Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect or outdated address provided by the customer. No refund or reshipment will be provided in this case.

4. How to Initiate a Claim

To start a claim for a damaged or incorrect order, please contact us with the required information (see Section 2) at:

Email: cookiecrew@thepromisedcookies.com

Whatsapp: +65 8749 1156

We will get back to you within 1-3 business days to resolve the issue.