Terms and Conditions
Generally, orders must be placed no later than three weeks prior to event date; this will be subject to booking availability upon booking of course. Although if we have availability a minimum of 10 days notice will be accepted. Once your order has been placed, you will receive a confirmation email with all the details you need to know. Order payment must also be made in full no later than three weeks prior to your collection or Courier pick-up date. Once this payment has cleared, your order will be secured. If you are placing a short notice order, which has been discussed and accepted by us. Payment will need to be paid up front with a screenshot of proof of payment for this type of order. This is due to the time it takes for the transfer between banks to clear and show in our account. Please note short notice orders are for 25 cookies or less. Short notice orders are any that are made within 7-10 days prior to your event. When placing any order, especially ones at short notice, please take into consideration Courier delivery and delays that this may entail.
Deposits: For large orders of $100.00 or more, we do require a $50 deposit/booking security immediately upon booking to secure your order date. For order less than $100.00, you can also secure your order with a deposit of $25.00. All deposits are non-refundable; reasoning for this being that we source supplies for all orders in advance. After deposit has been paid, changes can be made within a reasonable time frame before your event, please contact us to discuss this. Due to our planning stage we appreciate any order changes no later than 7 days prior to Pick-Up or Estimated Courier dates, which will be detailed on your order email.
Pick-ups: Tauranga Local Pick-up Orders are every Wednesdays and Fridays ONLY, between 8:30am – 6pm. These are set days in which you will be allocated a set time slot for pick-up. These times are also sent in your confirmation email with a note to request a different time if it doesn’t suit. We are more than happy to change your allocated time slot to accommodate you.. Though, please do be considerate of time changes within a week prior to pick-up, as we cannot guarantee what time slots we have left to offer. Especially during busy times, these may be very limited. We do understand things pop up out of our control in life, so time changes are fine, but please do let us know as soon as possible. This is so we can rearrange things stress free on both ends, and as we do have other customers booked times to consider also.
Refunds: Cancellations within 10 days of either your Estimated Courier Date or Pick-up Date will not receive any refunds. Be aware that upon securing your booking you are agreeing to these terms. If a Lockdown or National Crisis suddenly arises and prevents your order from being fulfilled during this 10 day time frame, you will be partially refunded for your order. Your refund will be your orders total minus the non-refundable booking security amount. This is applied to any order placed either via email or on our website booking system.
These refund terms are as followed. We will contact you in regards to your applicable refund to organize a bank deposit as soon as possible. Your refund will fall into one of the following categories:
- Orders of $100.00 or over will received your total payment minus a $50.00 fee.
- Orders between $25.01 - $99.99 will received your total payment minus a $25.00 fee
- Orders totaling $25.00 and under will not receive any refunds.
These fees are deducted from your refund to cover the cost that we have pre-purchased for your order.
Please do be aware that these refunds only apply to Full Lockdown Situations, NOT during any of the traffic light system levels. This is because events may still go ahead under all three colour levels as it only restricts the events people compacity.
Refunds are not given for late arrivals or failure to pick-up order on your set day and time slot. This is due to the nature of our Customised Products. Please do be considerate of others and be sure to collect your goodies during your half-hour booked time slot only. If you require times out of these hours you must contact us to discuss in advance not the day of. We will try to make it work will you best we can for any changes of course, though we can’t promise anything unfortunately during busy time or if we are fully booked. Please treat you Booked Collection time like another life appointment.
Shipping: All Courier deliveries are fragile tracked. Additional charges for rural deliveries do apply. Please select the correct shipping options on checkout if you are booking through our website. Or of you aren’t sure, just email an enquiry and we can assist with this no problem at all. If the incorrect shipping option is selected, your payment will not be accepted and you will receive a price adjusted email with the correct one. Ensure that we have been given the correct delivery address/ instructions for your order. If an address change is needed, we will need to be informed no later than 5 days prior as we book couriers in advance. If we have already booked your courier and you need to change address, this will entail another courier fee being applied to your order. This is to rebook your new address courier. Please note that Local delivery applies to the following Tauranga areas ONLY – Tauranga Central, Greerton, Gate Pa, Parkvale, Bethlehem, Judea, Brookfield and Mount Manganui. If you are out of these areas please contact us as we do require an additional travel charge.
Note: Freckles and fine do not hold any responsibility for damaged goods after dispatch, as this is out of our control on how they are handled by Couriers. Please be aware of this upon booking. Though we will ensure that your Cookies are packed nice and snug! We also cover our parcels with attention to them containing FRAIGILE items. We always send out our Courier Deliveries ahead of your required date, to allow extra days encase of transit delays. Unfortunately these unexpected delays are out of our control, though we will always keep an eye on tracking and contact our Courier Company if this occurs.
As it is at a cost to us for each order we create, we do not offer a refund for late courier arrivals, please note this. If you are worried please request they be sent earlier to avoid potential disappointment. Though if by an unfortunate event your order gets completely lost and doesn’t make it to you at all, we will come to an arrangement to keep you happy of course!
Designs detailing: Edible Leaf, Edible Splashes and Sprinkles are used only to accent your cookies design, not to cover the whole thing. Please be aware that Fondant icing can sometimes press against the cello packaging in transit. As a cause of weather temperatures, icing may also change colour over time. Freckles and Fine do not take any responsibility for this as it is unfortunately a natural occurrence.
Thank so much, I appreciate YOU!
Kimberley, freckles and fine Owner and Cookie Enthusiast