Frequently Asked Questions (FAQs)
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 email@example.com.
How do I place a cookie order?
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.
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.
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?
What is your cancelation policy?
As we bake our products fresh we will have a strict 48 hour cancellation policy for all 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).
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?
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.
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.
Ingredients / Allergies
Our buttercream cookies come in the following flavours:
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.
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
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.