Returns Policy for Online Orders

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Notification of damage must be  sent to us to  send to our courier company  within 24 hours of delivery, and a Claim Application form must be lodged to the Claims Department within 7 days of the delivery date. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For any orders that are signed as received in good condition we are unable to refund or replace. Please check goods before signing as received in good condition 

To complete your return, we require a receipt or proof of purchase.

We only provide refunds on items if they are defective or damaged. We do not refund if it is a change of mind. Please contact us at customersupport@justinescookies.com to inform us of your desire for a refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@justinescookies.com.

We only replace items if they are defective or damaged. 

We do not exchange products if it is a change of mind. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If you are approved, then your exchange will be processed, and a replacement will sent within a certain amount of days.

If you need to make an exchange, send us an email at customersupport@justinescookies.com and send your item to: Unit E, 2 Centennial Highway, Ngauranga Gorge, Wellington 6035, New Zealand. Please send us the Batch number, product photos & the reason for the exchange.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.