Refunds and returns

Everything is baked to order in one kitchen in Rawalpindi, so this is short and plain. If something is not right with your order, tell us and we will put it right.

Returns

Because it is food, an order cannot come back to us once it has been delivered, and we do not take returns for a change of mind. That way every pack that leaves the kitchen is one nobody else has handled.

If something arrives wrong

If a pouch or box arrives damaged or not fresh, something is missing, or you got something you did not order, message us on WhatsApp at +92 333 5506422 within 48 hours of delivery. Send your Order ID and a photo of what arrived.

Once we have seen it, you choose: we send a replacement at no cost to you, or we refund that item in full. If the whole order is affected, the delivery fee is refunded too.

Cancelling an order

You can cancel free of charge any time before your order is baked or handed to the courier. Message us on WhatsApp with your Order ID. If you prepaid, the full amount comes back to you.

Once an order has been baked or dispatched, it can no longer be cancelled.

How refunds are paid

Refunds go back the way you paid: HBL bank transfer, JazzCash or Easypaisa. For cash on delivery orders we refund by bank transfer, JazzCash or Easypaisa, whichever suits you.

Every refund is sent within 7 working days of us agreeing it.

Refused cash on delivery parcels

If a cash on delivery parcel is refused at the door without a reason, we may ask you to prepay the next time you order.

Wholesale and cafe orders

Orders for cafes, shops and resellers are covered by the terms agreed for that order.

Questions

WhatsApp +92 333 5506422 or email hassan.raza@acooknamedcookie.com. We usually reply the same day.

Last updated 14 October 2026.