These terms apply to purchases made through the Aimee & Me website and to custom orders that we accept. Aimee & Me is based on the Sunshine Coast, Queensland. Questions can be sent to aimee@aimeeandme.com.
Nothing in these terms excludes, restricts, or changes any right or remedy that cannot be excluded under the Australian Consumer Law.
Handmade cookies
Every cookie is baked and decorated by hand. Small, reasonable differences in colour, icing, lettering, positioning, and size are part of a handmade product, so website photographs and digital previews are a guide rather than an exact duplicate of every finished cookie.
This does not allow us to supply something materially different from its description or an agreed custom design. If a particular detail is essential, tell us before the order is confirmed and wait for our written agreement.
Ingredients and allergens
Product-specific ingredient and allergen information must be checked before ordering and the label must be checked again before the cookies are eaten or served. Recipes and decorations can differ between products. If the information you need is not shown on the product page, or anything is unclear, do not place the order until you have contacted us at aimee@aimeeandme.com and received an answer.
The Aimee & Me kitchen processes nuts. We do not promise that a product is free from allergens or unintended traces unless we have expressly confirmed that in writing for the particular product. Allergy notes entered at checkout do not by themselves mean that we can safely meet the request. Please contact us before ordering for a person with an allergy or intolerance.
Nothing in this section limits our responsibility to supply safe, correctly described food.
Custom order requests
Sending a custom-order form, brief, or message is a request, not a confirmed order. A custom order is confirmed only after we agree in writing on the quantity, shape or design, colours, wording, price, fulfilment details, and required date, and any required payment has been accepted.
Please carefully check names, dates, spelling, quantities, and design details in the confirmation. If we accurately reproduce details you approved, a later change of mind or customer spelling error is not a product fault. If we make the error, please contact us.
Changes after confirmation are possible only when we agree to them. A requested change may affect the price or timing; we will explain this and ask you to agree before proceeding.
If you give us a logo, image, wording, or other creative material, you confirm that you have permission for us to reproduce it to fulfil the order. We may decline unlawful, offensive, or apparently infringing material before accepting the request.
Prices and payment
Prices are in Australian dollars and include GST where applicable. Delivery and any other unavoidable charges are shown before payment. Stripe processes website payments. For listed products, an order is accepted when Stripe confirms payment and the website displays or records an order reference.
If we cannot supply an order, or a genuine pricing or availability error occurred, we will contact you promptly. We will offer an appropriate alternative for you to accept or refund the affected payment. The terms applying to an accepted order will not be changed afterwards without your agreement.
Change of mind and cancellations
A website purchase does not have an automatic cooling-off period. Because cookies are perishable and custom cookies are made for one customer, we do not generally accept returns or cancellations when a customer simply changes their mind.
Contact us promptly if plans change. If custom work or special purchasing has not begun, we may agree to cancel. Any deduction from an agreed cancellation refund will reflect reasonable costs already incurred rather than a penalty. This change-of-mind policy never limits remedies for cookies that are unsafe, faulty, materially misdescribed, or otherwise fail a consumer guarantee.
Dates and lead times
A date entered in an enquiry or custom-order request is not booked until we confirm it in writing. Please order within the lead time shown for the product or quote and tell us before confirmation if the date is essential for an event.
If a confirmed time is at risk, we will let you know as soon as reasonably possible. If we cannot meet an essential agreed date, we will discuss a suitable alternative or provide the remedy required by the Australian Consumer Law.
Pickup
Choose one of the available pickup windows at checkout and follow the location details in the order confirmation. Bring the order reference and tell us if another person will collect for you. If you are delayed or miss the window, contact us promptly.
We can hold an uncollected order only while it remains safe and of reasonable quality. Another pickup time is subject to availability. Any extra charge for an agreed new arrangement will be explained first and will reflect reasonable extra cost.
Delivery and shipping
Delivery or shipping is available only where it is offered at checkout and for products suitable for that method. The available method, charge, and expected timing are shown before payment. You are responsible for providing a complete and accurate delivery address and any necessary access information.
Delivery dates are estimates unless we expressly confirm a particular date. If a delivery issue occurs, contact us so we can investigate and provide the remedy required in the circumstances. Nothing in these terms transfers responsibility for our obligations under the Australian Consumer Law to a delivery provider.
Problems, refunds, and replacements
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If cookies are unsafe, faulty, materially different from their description or agreed design, or otherwise fail a consumer guarantee, the available remedy depends on the problem.
For a major failure, you may choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage. For a problem that is not major, we may first provide an appropriate remedy within a reasonable time. Refunds are made to the original payment method unless we agree otherwise.
Contact aimee@aimeeandme.com as soon as practical with your order reference and an explanation of the problem. Photographs are helpful when available. Asking for these details does not create a short claim deadline or remove any statutory right.
Privacy
Our Privacy Policy explains how we handle information provided through the website and in connection with an order.
Changes to these terms
We may update these terms for future orders. The version that applied when an order was accepted continues to apply to that order unless we agree to a change with you.
Queensland law
These terms are governed by the laws applying in Queensland, Australia, subject always to any mandatory rights available to you under the Australian Consumer Law or other applicable law.