Refund policy
Refund and Returns Policy
Last updated: July 15, 2026
By placing an order at starcookiesorl.com, you agree to the terms below. You will be asked to check a box confirming you have read and accepted this policy before your order is completed.
Our product
Star Cookies sells fresh baked, perishable food. Under applicable consumer protection rules, perishable food items are exempt from standard return rights. Nothing may be returned to us by mail under any circumstance. All sales are final except as described below.
The one refund we offer: defective on arrival
If your cookies arrive defective, we will refund or replace them.
Defective means: moldy, spoiled, crushed to the point of being inedible, the wrong flavor, or missing items from your order.
Defective does not mean: you didn't like the flavor, the cookies weren't as soft or warm as expected, minor cosmetic differences from photos, or normal settling in transit.
To claim:
- Email hello@starcookiesorl.com within 48 hours of the delivery timestamp on your tracking
- Include your order number and the email used at checkout
- Include clear, well lit photos of the cookies and the outer shipping box, including the label
Photo proof is required and is not optional. Claims without photos cannot be evaluated and will be declined. Requests made after 48 hours will be declined, because we cannot determine whether a perishable product was stored properly after that window.
We respond to every claim within 2 business days. If approved, you choose a refund to your original payment method or a replacement order at no cost. Refunds are issued within 10 business days and your bank may take additional time to post them.
Non delivery, lost, and stolen packages
We are not responsible for packages once they are accepted by the carrier.
You are purchasing cookies plus a shipping service from a third party carrier. Our responsibility ends when the carrier scans your package into their possession. From that point, the shipping contract is between you and the carrier.
If tracking shows delivered and you do not have your package, or if a package is lost or delayed in transit, you must file a claim directly with the carrier. We will provide tracking numbers, proof of shipment, package weight, and any documentation the carrier requests to support your claim. We will not issue a refund or replacement for a package that our records show was shipped.
Incorrect addresses. You are responsible for the accuracy of the address you enter at checkout. Orders shipped to an address provided by the customer that is undeliverable, incorrect, or incomplete are not eligible for a refund or a free reship.
Not eligible for refund
- Any request made more than 48 hours after delivery
- Any claim submitted without photo evidence
- Taste, texture, or preference based complaints
- Packages marked delivered by the carrier
- Lost, stolen, or delayed packages
- Orders sent to an incorrect or incomplete address entered by the customer
- Sale items, gift cards, custom orders, and personalized orders
- Refused or unclaimed deliveries
Cancellations
Orders can be cancelled for a full refund only before they enter production. Once baking begins, orders cannot be cancelled.
Exchanges
We do not offer exchanges. If a defective order is approved, you may choose a replacement instead of a refund.
Chargebacks
If you believe there is a problem with your order, contact us first at hello@starcookiesorl.com. We answer every email and we want to fix it.
Filing a chargeback without contacting us is a breach of these terms. We keep detailed records of every order, including checkout data, IP address, order confirmation, acceptance of these terms, carrier tracking, and delivery confirmation, and we will submit that documentation in response to any dispute. Customers who file chargebacks may be blocked from future purchases.