Refund policy

Amelia & Co. will accept returns within 30 days of your purchase. All returned or exchanged item(s) must be in the original unopened packaging with all original tags. You’ll also need the receipt or proof of purchase.

In the event that your order needs to be returned, you the purchaser, are responsible for the return postage. Upon the arrival of a returned product, you will be issued a store credit for the item with the exception of the original shipping charges. If you require a refund to your credit card a 10% restocking fee will be applied. 

Warranty Claim/ Defective Product:  If you have received a defective or damaged product please contact us immediately upon arrival of your order. In the event that your product is defective, or damaged, please email a picture of your item and a brief description of the issue to us at: thebiscuitgirls@gmail.com. A customer service agent will then access your claim, and if your claim is approved, we will email you a link  and code to generate your shipping label. Once your returned parcel has arrived at our warehouse a customer service agent will inspect the item and a credit will be issued if the item is in good condition and no tags have been removed. If the item is a warranty item and requires a replacement a new item will be shipped to you once your claim is approved by our customer service team and the manufacturer of the product. 

You can always contact us for any return questions at thebiscuitgirls@gmail.com. We are a family business and we respond to all complaints and inquiries Monday-Friday 9am to 5pm. Please be patient if you have messaged us with a complaint on the weekend or a holiday, we promise we will get back to you as soon as we are back in the office. 

Shipping Damages & Order Issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We cannot guarantee that cookies are not damaged in the shipping process, and as such, we do not issue returns for broken biscuits or treats. Despite our best efforts, items may not always be exactly as shown online. 

Exceptions / non-returnable items:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We cannot guarantee that cookies are not damaged in the shipping process and as such, we do not issue returns for broken biscuits or treats. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to request a return for the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. We don not refund the original shipping charges. Customers may be charged a 10% restocking fee if the return value is not applied as a store credit.