Policies
Allergens
Although we can make baked goods without certain allergens in them (i.e. gluten-free, peanut free), we cannot guarantee that the baking has not come in contact with those allergens as all baking is done in the same kitchen with the same equipment and cross contamination is possible. Allergens commonly used in our bakery include:
Nuts
Eggs and Egg By-Products
Dairy Products
Wheat and Gluten
Artificial Colours
Refunds / Exchanges
Due to the intensive, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders
Once you or a designated party has picked up an order, it is considered "accepted" . Refunds requested due to decorating style, writing, color shade, or general design will not be honored after cookie(s) is picked up. If there is something wrong with the cookie design when you pick it up, please let us know and if possible, we can make adjustments to the writing/design before you take it home. Additional fees will apply to any last minute design changes.
All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake 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.
cookie flavor and texture is subjective. Full refunds requested due to flavor or texture after the cookie(s) has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cookie flavor or texture is determined to not meet our standards. Cookies must be brought back to us within a timely manner, preferably with 24 hours of pick up - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of biscettes bakery inc. Please understand that we cannot issue refunds for cookies that have already been completely eaten or are not brought back to us. *Store credit percents are based on how quickly the cookie(s) is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.
Cancellation / Changes
Changes and cancellations to retail orders are accepted until 96 hours (4 days) prior to scheduled pick up time. No refunds will be provided for any payments made on the order no matter the amount - if canceled at least 96 hours in advance we will be happy to transfer any payment made on that order to another order within 3 months from that date. We will provide no other refunds reguardless the circumstances. You will be required to pay the full amount if the order is cancelled with less notice. This does not apply to orders that have contracts.
Guarantee / Disclaimer
We do all that we can to make sure that your order is decorated to the specification on your written order form. Upon pick-up of your cookie(s), adjustments can be made for an additional charge if it was not stated on your original order. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away.
Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert cookie decorators. 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 cookie decorators.
biscettes bakery Inc. will try our best to match colours for your order, however food colouring is very volatile, and we cannot guarantee any colours.
All cookies are made to order and may not match the exact design in our menu.