Terms of service
1. Pre-Orders
1.1 Full payment is required to secure your order.
1.2 Your order will only be confirmed once payment has been received.
2. Dispatch and Delivery
2.1 Seasonal orders will be sent out on the days as indicated by Koekie Hoekie Bakery.
2.2 Custom orders will be sent on the day requested by the client.
2.3 You will receive an email with your tracking number as soon as your parcel has been collected by the courier.
2.4 Delivery times are estimates and can’t be guaranteed
2.5 Outlying or grey areas may be subject to longer delivery times
2.6 Ownership of the parcel transfers to the customer once it is with the courier, and Koekie Hoekie Bakery can’t be held responsible for:
2.6.1 extended transit times;
2.6.2 incorrect delivery details supplied by the customer;
2.6.3 failed delivery attempts due to the customer’s unavailability;
2.6.4 damaged, lost or stolen parcels while in transit;
3. Collection
3.1 When opting for collection, your order will be ready on the day as requested by the customer and can be collected at Plot 27 Rus Street, Eljeesee, Tarlton, 1759
4. Information we collect
4.1 Full name (so we know who we’re sending the most delicious cookies to)
4.2 Email and phone number (so we can update you on new deals and/or products)
4.3 Delivery address (so your parcel won’t end up at the wrong house)
4.4 Payment details (securely handled by third-party platforms)
4.5 Order history (so your favourites won’t be hard to find when you come back)
4.6 Information collected through cookies (to ensure a smooth experience
4.7 Communication you’ve sent to us
5. How we use your information
We use your information to:
5.1 Process and fulfill your orders
5.2 Arrange for delivery and/or collection
5.3 Keep you updated about your order
5.4 Improve our website, products and customer experience
5.5 Share special promotions (only if you’ve opted in, of course)
6. Returns, Refunds and Cancellations
6.1 Due to the perishable nature of our products, returns and exchanges are not accepted
6.2 Refunds won’t be issued for courier related issues or incorrect details supplied by the customer
6.3 Pre-order cancellations are only permitted within 24 hours of purchase.
6.4 If there’s something not right with your order, you must please contact us within 24 hours of delivery
7. Contact and Support
7.1 Any queries regarding your order can be directed to hello@koekiehoekiebakery.co.za
7.2 Any queries regarding the delivery of your order can be directed to the courier company (remember to use your tracking number)
8. Acceptance of terms
8.1 By placing an order, you confirm that you’ve read, understood and agreed to these Terms and Conditions.