Refund policy

Return & Refund Policy

Last updated: 31/10/2025

Thank you for choosing Lococo Collective.
We take pride in baking and packaging your cookies with care to ensure they arrive fresh and beautiful. Please read the following carefully before placing your order.

1. Change of Mind

Due to the perishable nature of our products, we do not offer refunds or exchanges for change of mind, incorrect selections, or if you simply decide you no longer want your order after it has been placed.
Please review your order carefully — including flavours, quantities, and delivery details — before checking out.

2. Faulty or Incorrect Orders

If your order arrives incorrect or there is a genuine fault with the product, please contact us within 24 hours of receiving your delivery.
To assist us in resolving your issue quickly, include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

Once reviewed, we may offer a replacement or refund at our discretion. Refunds will be processed via your original payment method within three business days after approval.

3. Delivery & Transit

All orders are packaged with great care to ensure they leave our kitchen in perfect condition.
Once your order has been handed over to the courier or postal service, it is out of our control.

We are not liable for:

  • Delays caused by couriers, postal services, or third-party carriers

  • Damage, breakage, or melting that occurs in transit

  • Incorrect or incomplete delivery information provided by the customer

  • Orders left unattended after delivery (e.g., at your doorstep or reception)

If damage occurs during transit, we recommend contacting the courier directly. We will, where possible, assist you in lodging a claim but cannot guarantee reimbursement or replacement for courier-related issues.

4. Returns

Due to food safety and hygiene regulations, we cannot accept returns of any edible products, even if unopened.
Returns are only applicable for non-perishable items (e.g. candles) if sold by us, and must be approved in advance.

5. Refunds

Where a refund is approved:

  • It will be processed to your original payment method within 5–10 business days

  • Shipping fees are non-refundable, except where the issue is our fault

  • We do not issue cash refunds under any circumstances

6. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
You are entitled to a remedy if a product is faulty, not fit for purpose, or doesn’t match its description.

7. Contact Us

If you believe your order meets the above criteria or have any questions, please contact us at:
📧 locococollective@gmail.com
📍 Creswick, Victoria