ORDERING POLICIES
Payments/Deposits
A deposit is required when placing a custom order to reserve your spot on the schedule. Please check the availability page before ordering.
After your order is reviewed, you will receive an invoice via email for the remaining balance minus the deposit. The full balance must be paid at least 30 days before your order date or by the due date on your invoice. If the invoice is not paid by the due date, it will be canceled on the next business day following the due date.
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Cancellation/
Refunds
All payments are non-refundable. If you cancel your order, your payment will be securely held for six months and can be applied to a future order. Cancellations due to extenuating circumstances—such as a global pandemic, severe weather, or natural disasters—will also follow this credit policy.
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Orders damaged during shipping are not eligible for a refund. If you purchased shipping insurance, you may contact the carrier to explore your options.
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In the unlikely event that Sugarluxe needs to cancel your order, a full refund will be provided.
Designs
Custom cookie designs are crafted based on the details you provide in your order form. If you need additional assistance finalizing your design, please visit the consultation page to book a call for a more personal experience.
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If you select one of the preset packages, you can customize the colors and add names, dates, or other details. However, the shapes included in the set cannot be changed.
Allergies
Although the Sugarluxe baking studio is not certified vegan, or gluten-free, we do provide plant-based and gluten-sensitive options for all of our cookies upon request. All equipment is thoroughly sanitized between uses, and all ingredients are stored separately.
Pick-up/Shipping
When placing an order for shipping, please refer to the UPS shipping calculator to choose the correct ship date to receive your order in time. Your order will be shipped from PA 19026.
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For pick-up orders, if you wish to collect your items the day before your event, make sure to use that date as your order date. The date you select will be the date available for pick-up. For cookie cakes, pick-up cannot be scheduled in advance—they must be picked up on the day of your event.