The questions we get asked most — shipping, ordering, pickup, allergens and store hours. If your question isn't here, email brownednz@gmail.com and a real person will answer.
Ordering
How do I place an order for delivery?
All orders are placed through our website which have the option of DELIVERY only.
Can I change or cancel my order?
No. Once your order has been placed with us, it cannot be changed or cancelled as per our policies.
Do you do corporate, catering or wholesale orders?
We do! Please email: brownednz@gmail.com with your delivery date, products of interest, flavours, quantity and the location of delivery and we will reply back to you as soon as possible.
Shipping and delivery
Where do you ship?
We ship New Zealand wide to every residential and commercial postal address in New Zealand. We do not currently ship to rural addresses at this stage.
We do not currently offer international shipping.
How much does shipping cost?
New Zealand Wide: $8 Overnight Express Shipping.
Local Delivery: $4 to Maraetai and Beachlands.
When will you ship my order?
All online orders are baked fresh on Tuesdays and sent out the same day with Overnight Express Shipping and typically arrive the following day and on occasion, sometimes the next.
If you have selected Local Delivery, your order will arrive in the afternoon on either the Tuesday or Friday you had selected.
How long will delivery take?
New Zealand: 1-3 Business days from the selected delivery date. Our orders are baked fresh on Tuesdays and then sent off with Overnight Express Shipping. Your order will usually arrive the next day and on some occasions, the day after that.
Local Delivery: Arrive the same day of the Delivery Date selected.
These are estimates provided by the carrier rather than guarantees, and can vary with weather and road conditions. You'll get tracking as soon as your order leaves us.
Will my cookies arrive fresh?
Yes. We bake to order, seal every cookie and pack them well for transit. We also bake our cookies the same exact day that we send them off with Overnight Express Delivery.
What happens if nobody is home?
In New Zealand, our couriers will leave your parcel in a safe place. If there isn't one, it goes to a local collection point for you to pick up. Because we're sending perishable food, we'd suggest an address that's attended during business hours or has a camera for surveillance. Aside from this, our packaging is tightly wrapped and secured.
My order hasn't arrived, or arrived damaged. What now?
Email brownednz@gmail.com with your order number and a photo of the product if it has arrive damaged.
Please get in touch as soon as you can after your order arrives.
Allergens and storage
What allergens are in your products?
Our kitchens handles multiple different allergens and we are NOT allergen friendly! Our products contain a variety of wheat, milk, eggs and soy and nuts. We can't guarantee any product is free from any allergen, and we're not able to cater to severe allergies.
How should I store my cookies, and how long do they last?
Keep them in an airtight container at room temperature. They're best eating within the first 2-3 days and good for around a week. We also have best before dates on our cookies which will better guide you once they arrive.
You can also freeze your cookies in a freezer bag for up to 3 months. Thaw them before consuming.
Payment, refunds and everything else
What payment methods do you accept?
You can check out with PayPal, Shop Pay, Apple Pay and Google Pay.
What is your refund policy?
Please head to our refund policy section.
How do I get in touch about media, brand partnerships or something else?
Email brownednz@gmail.com for media, partnership and general enquiries.