Contact Us
Send us your order number and details of the issue within 12 hours of delivery.
Customer Care
Returns & Refunds
Every Noisette order is prepared fresh and packed with care. If something is not right with your order, please contact us so we can review the issue and help resolve it.
Last updated:
Fresh Food Policy
Because our cookies and brownies are freshly prepared and perishable, we cannot accept standard returns after delivery. However, we may provide a suitable resolution when an order is damaged, incorrect, missing items, or not delivered in acceptable condition.
1
Reporting an Issue
Any problem with your order must be reported within 12 hours of delivery. Please provide your order number, a description of the issue, and clear photographs or a video where relevant.
Requests submitted after this period may not be eligible because we cannot confirm how the products were handled or stored after delivery.
2
When a Resolution May Be Offered
We may approve a replacement, store credit, partial refund, or full refund when:
- The wrong product was delivered.
- The order arrived damaged or unusable.
- An item was missing from the delivered order.
- The product was spoiled or clearly not fresh at the time of delivery.
3
When Refunds Are Not Available
A refund or replacement will normally not be offered when:
- You changed your mind after the order was prepared.
- The delivery address or contact information provided was incorrect.
- The product was stored improperly after delivery.
- The issue was reported after the allowed reporting period.
- Minor differences in shape, color, decoration, or appearance of handmade products.
4
Cancellations
You may request cancellation before we begin preparing your order. Once baking, packaging, or dispatch has started, the order may no longer be cancelled because the products are made fresh specifically for you.
Approved cancellations will be refunded using the original payment method, where applicable.
5
Refund Processing
Once a refund is approved, we will begin processing it as soon as reasonably possible. The time required for the amount to appear depends on your bank, wallet, or payment provider.
Bank and online-payment refunds may require approximately 5–10 business days. Cash-on-delivery orders may be resolved through bank transfer, mobile wallet, store credit, or replacement.
6
Delivery Problems
If delivery fails because the customer is unavailable, cannot be contacted, refuses the order without a valid product issue, or provides an incorrect address, delivery charges and preparation costs may remain non-refundable.
If the problem was caused by Noisette or our delivery arrangement, we will review the case and provide an appropriate resolution.
7
Custom and Bulk Orders
Customized products, branded packaging, corporate orders, and bulk orders are not refundable once preparation has started, unless the delivered products are incorrect, damaged, or materially different from the confirmed order.
Simple Process
How to Request Help
Share Evidence
Provide clear photographs or a short video showing the product and packaging.
We Review
Our team will review your request and contact you with the available resolution.
Resolution
Once approved, we may offer a replacement, store credit, or refund.
Need Help With an Order?
Contact our support team with your order number and details of the issue. We will review your request fairly and respond as soon as possible.
Noisette reserves the right to review each request individually and refuse claims that appear fraudulent, incomplete, or inconsistent with this policy.