Frequently Asked Questions (FAQs)

Ordering

Credit store refund


We know you’ll love our cookies, but if you are not satisfied, please contact us immediately and we will do our best to resolve your issue. To reach us, email orders@lulucookies.com. As we do not offer refunds, please ensure you are certain below placing your order.




How do I place a cookie order?


Predesigned Sugar Cookies: We decorate all of our sugar cookies with buttercream icing. Pre-designed sugar cookies by the dozen are available for pick up. Pre-designed cookie orders require minimum 2 days notice. Keep an eye out for new designs each month Minimum order of 1 dozen cookies. Pick-up only (no shipping available). Custom Sugar Cookies: To submit a custom order request please complete the online form provided here. You should receive a reply within 48 hours (usually sooner). We answer all inquiries, even if we cannot take your order. If you do not receive a reply, please check your junk folder, try the contact form again or send your e-mail directly to orders@lulucookies.com.




How fast can I get a custom order?


We require a minimum of 3 days notice for a custom cookie order. Every once in a while we can accommodate a rush order. Click on the button below or email orders@lulucookies.com to inquire. Please note all custom orders are by pickup only.




Will I get a receipt for my online order?


After completing your online order, an ‘Order Summary’ will show on your screen that reflects your order number and product details. Please print this page for your records as you will not be mailed a physical invoice. An electronic order confirmation will be sent via email. We ask that you provide an accurate e-mail address during checkout. Please check your spam folder if it’s not in your inbox.




Do you offer any discounts on your Pickup items?


Yes, we do. Follow us on Facebook, Instagram or sign up to be on our mailing list. We also offer quantity discounts on our custom orders. Please contact us on 587 507 4107 or on live chat for more details.




What methods of payment do you accept?


We accept Visa, MasterCard, American Express, Discover, JCB, Apple Pay and PayPal. With the current COVID-19 pandemic we want to encourage customers to pay by card or online rather than cash when visiting our locations. Pin pads can be sanitized between customers and limiting cash payments reduce the number of touch interactions between our team and our customers.




​Is it safe to use my credit card and purchase products from your website?


Yes, it is absolutely 100% safe. All online transactions are handled through either Square or Paypal who are both recognized as the most secure and reliable service providers for online payments. Because of the use of these two providers, your personal credit card information is not visible, stored or collected by Lulu Cookies. For more information regarding either square.com or paypal.com, please refer to their respective website.




What is your cancelation policy?


As we bake our products fresh we will have a strict 48 hour cancellation policy for all orders.





Shipping

Pickup Orders


Due to the current COVID-19 pandemic restrictions, all pickup orders are to be collected from either our Rutherford residential location (Saturdays between 10-5) or Sarah's Kitchen in St. Albert (Saturdays between 11-5). Please ensure to contact us a minimum 24 hours prior to confirm the time and day of the pick up prior to your order to avoid any scheduling issues. Failure to do this will result in your order being pushed to end of the business day.




Damages


Lulu Cookies is not responsible for any damages after pickup. Whilst we ensure all our cookies are packed well, in the unlikely event that the cookies are damaged during transit, we unfortunately do not offer any refunds. We recommend you order extra cookies to avoid disappointment.




Can you ship baked goods?


Lulu Cookies proudly bakes all of our cookies from scratch and we decorate with buttercream icing. For optimum quality and freshness, we recommend serving your desserts within 48 hours as our goods are baked from scratch and do not have a long shelf life for quality and freshness. Because of this we do not offer shipping on any baked goods.




Local Delivery


We do offer local delivery every Saturday between 10-5 within the Edmonton metro area for a flat rate of $10. Delivery outside of this area is subject to availability and additional costs. Please contact us if you have any questions or concerns regarding our local delivery option prior to placing an order.





Cookie Care

Storage


Our chocolate has a shelf life of well over 1 year, while our chocolate cookies and other inclusions have a shelf life of 3-6 months when stored correctly. Simply store the product at room temperature (18-20°C). Keep away from direct sunlight, heating units, and strong odors, as the chocolate will absorb the odors from other sources. With the exception of our truffles we do not recommend refrigeration or freezing our cookies.





Ingredients / Allergies

Flavours


Our buttercream cookies come in the following flavours: - Classic Vanilla - Vanilla Bean - Almond - Earl Grey - Lavender - Pumpkin Spice (Seasonal) - Eggnog (Seasonal) If you are interested in other flavours, please contact us at orders@lulucookies.com.




Is your facility peanut-free?


We do have a variety of cookies that do not contain nuts, however, because our chocolate cookies may contain traces of nuts we cannot guarantee that our kitchen is nut free.




Do you sell gluten free baked goods?


We are not a gluten free facility and currently do not offer gluten free sugar cookies as part of our daily baked goods section. Although we do our best to prevent any cross contamination, we cannot guarantee that our kitchen is 100% gluten free.





COVID-19

What steps are you taking regarding COVID-19


We’re paying close attention to the recommendations of the medical community and want to be sure that we’re doing all we can to keep our customers, staff and community safe during this tumultuous time of uncertainty. With this in mind, we’re making some changes to do our part to ensure that everyone involved is as safe as possible.

  • all customers are required to wear a mask when picking up their order
  • we are also pre-packaging our products, so take-out is made easier for our customers
  • we are encouraging our customers to place their orders online and pre-pay
  • we are offering curbside delivery
Please respect that we are still baking our products fresh and we will have a 48 hour cancellation policy for all orders. We continue to be vigilant in our hand washing and food handling practices to ensure we are providing a safe environment for you our customers and our staff. We are monitoring the latest updates from public health authorities, including municipal, provincial, and federal public health agencies. Thank you to all of our customers for your support during this time.




Do you offer contactless pickup?


Yes. If you wish to have a contactless pickup option with your order, please ensure you include this in the notes section at checkout.




Curbside delivery


We will be happy to prepare your order and deliver it to your vehicle in the parking lot of our kitchen or on the roadside of our Rutherford location. Curbside service is only available for pre-paid orders. Please confirm which location you require pickup at least 24 hours prior to pickup. When you arrive, text your name and vehicle description to 587-507-4107 and we will get your order, run it out to you, and put it in your back seat or trunk.