Payments
All orders require payment in full prior to confirm your order. Custom orders are required to be paid in full at least 7 days in advance. You will receive an invoice and a “design concept”. To confirm your order and approve your design you can pay online. Please read everything thoroughly before paying so we can make any adjustments required. Since pricing is based on the design and quantity, any changes made after a paid invoice may not be accepted (see “changes” below).
Shipping & Delivery
At this time delivery is not available. All orders are available for pickup in Louisville, Kentucky. Orders are not able to be shipped.
Orders not promptly picked up will be available for later pickup only at a time specified by the baker. Orders left unclaimed for 24 hours will be donated. There are no refunds for unclaimed orders.
Changes in Orders
We understand that life happens and sometimes things to need to change with your order. Changes to orders can be requested up to 14 days prior to your order due date. Please note that changes in design, quantity, level of detail may result in a pricing change. Any price change must be paid within 24 hours of notice to ensure the completion of your order. Change requests are subject to approval and may be limited due to timing, supplies, or scheduling.
Order Cancellations
Custom order scheduling is limited. When the schedule is filled other custom orders may be turned down, therefore, cancellations can be costly and refunds are limited. For custom orders we accept cancellation up to 14 days before your pick up date. We cannot accept cancellations on last minute orders (those place with less than 7 days notice).
We reserve the right to charge a cancellation fee if insufficient time is given, as stated above, due to costs incurred in the purchase, preparation and prioritization of the order.
Charges for cancellations will be as follows:
· Your payment is refundable up to 14 days prior to the scheduled due date (less any expenses specific to your order).
· Order cancellation between 14-8 days prior to the scheduled due date a 50% refund will be issued (less any expenses specific to your order).
· There are no refunds applicable for event cancellations within 7 days of the scheduled due date.
It is at the discretion of Southern Charm Cookie Co to offer to apply your payment as credit toward future order.
Refund Policy
We take a lot of pride in all our products. All sales are final, with the exception of custom orders cancelled with sufficient notice (discussed above). In the unlikely event that you are not happy with your order, please let us know within 24 hours.
· Due to the tedious, handcrafted nature of our products, we are unable to provide refunds for custom orders.
· All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring during transport, set-up or any time thereafter. Keep in mind that cookies are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.
· Any orders that are not picked up will NOT be refunded.
· Partial refunds are decided on a case-by-case basis, but please note that we do not provide refunds in cases where an item was prepared correctly but a flavor or texture did not meet a personal preference, or where the design was approved by the client.
Guarantee / Disclaimer:
We always put in our best efforts to make sure that your order is decorated to the specification on your written order form.
Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our decorator. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other decorators.
All orders are subject to these policies listed above.