CUSTOM & CURATED COOKIE ORDERS
Order Policies
The working rules that will guide Emotia US orders once checkout is activated.
1. Order confirmation
A custom cookie request does not become a confirmed production order until Emotia has reviewed the requested design, quantity, date, delivery destination, availability, and price. Once live ordering is activated, custom orders may require a 50% deposit to reserve production capacity.
2. Lead time and rush requests
Custom decorated cookies should generally be planned at least three weeks in advance. More complex designs, large quantities, or delivery constraints may require additional time. Rush work may be offered only when capacity allows and may include an additional rush charge.
3. Handmade variation
Decorated cookies are handmade. Minor differences in piping, lettering, color, placement, and finish are normal and are not considered defects when the overall approved design direction is respected. Screen colors may also differ slightly from real icing colors.
4. Design approval and customer-provided details
Customers are responsible for reviewing names, dates, spelling, colors, quantities, and other personalized details before approval. Changes requested after design approval may affect price, production time, or delivery availability.
5. Changes, cancellations, and rescheduling
Requests made at least three weeks before the agreed fulfillment date may generally be considered for cancellation or rescheduling. Requests inside the three-week window are reviewed according to materials purchased, design work completed, production already committed, and delivery costs. Depending on the stage of work, Emotia may offer a partial refund, credit, or alternate date rather than a full refund.
6. Delivery
Customers must provide an accurate delivery address and any access instructions needed for delivery. Delivery dates and methods are subject to destination, production capacity, weather, carrier conditions, and the delivery options active at the time of ordering. Emotia will display or confirm the available method before payment is finalized.
7. Damage or delivery concerns
If a delivered order arrives materially damaged, customers should contact Emotia promptly and retain the packaging and clear photos of the condition received. Resolution will depend on the cause, available evidence, delivery method, and whether replacement is feasible within the required timing.
8. Allergens and food information
Ingredient and allergen information will be published before live ordering is enabled. Customers with allergies or dietary restrictions should review the available information before ordering and contact Emotia with questions before payment.
9. Copyrighted or trademarked designs
Emotia may decline requests that reproduce protected characters, logos, brands, or artwork when the customer does not have the necessary rights or permission. Customization does not automatically grant permission to reproduce third-party intellectual property.