Refund policy
Our products are freshly baked food, so we can't accept returns of items that were delivered correctly. If something is wrong with your order, we will make it right.
Cancelling an order
- You can cancel your order at any time before it is out for delivery (or, for pickup orders, before it is collected). Contact us by WhatsApp or phone as soon as possible.
- Cookie cakes are made to order, so they can't be cancelled once the order has been confirmed with you on WhatsApp.
- If you cancel a paid order before it is out for delivery, we refund the full amount.
Wrong or damaged items
If you receive a wrong item, or an item that is damaged, please contact us as soon as possible and no later than 3 days from the order date. Send us your order number and a photo of the item. You can then choose one of the following:
- Replacement: we send you the correct item, or replace the damaged item, at no extra cost.
- Refund: we refund the price of the wrong or damaged item.
In both cases, you don't need to return the wrong or damaged item; you can keep it.
How refunds are made
- Card and online payments are refunded to the same card or account used for the order. Once we approve the refund, it usually takes 3–7 business days to appear, depending on your bank.
- Cash on delivery orders are refunded by bank transfer or mobile wallet, or as agreed with you.
- Delivery fees are refunded only if the whole order is cancelled before it is out for delivery, or if the whole order was wrong.
Contact us
WhatsApp or phone: +20 150 875 3021 · Email: info@dirtycookie-eg.com