Orders
When will my order be dispatched?
We bake fresh to order and dispatch twice a week on Mondays and Wednesdays.
- Orders placed before 5:00 PM AEST Sunday ship on Monday.
- Orders placed before 5:00 PM AEST Tuesday ship on Wednesday.
Can I cancel or modify my order (or fix an address error)?
Because all items are baked fresh to order, changes, address updates, or cancellations must be requested before our order cutoffs (5:00 PM Sunday for Monday dispatch, or 5:00 PM Tuesday for Wednesday dispatch).
If you need to change your shipping address or spot an error, please message us immediately via our Contact Us page with your order number.
Once baking has started or a shipping label has been printed, orders cannot be cancelled, modified, or refunded.
What is your refund or cancellation policy?
Due to food safety regulations and the perishable nature of our cookies, we do not accept returns or offer refunds for change of mind or personal taste preferences.
If your cookie box arrives damaged or incorrect, please email us at info@bilberrybakehouse.com within 24–48 hours of delivery with:
- Your order number
- A short description of the issue
- Clear photos of the outer packaging and affected cookies
Once verified, we will happily arrange a replacement, store credit, or refund. Order cancellations or address changes must be requested at least 24 hours prior to your scheduled dispatch day.
Delivery
Where do you ship to?
We ship to all Australian residential addresses, business addresses, PO Boxes, and Parcel Lockers across Australia (including Tasmania) via Express Post.
How long does Express shipping take?
Once dispatched via Australia Post Express:
- Metro areas: 1–3 business days
- Regional areas: 3–5 business days
Please keep these estimated delivery windows in mind when ordering for time-sensitive gifts or events.
Can I choose a specific delivery date?
While we cannot guarantee an exact arrival date once Australia Post has your parcel, you can select your preferred dispatch date at checkout to plan ahead for special occasions or gifts!
How do I track my order?
Once your order is dispatched, you will receive an automated email with your Australia Post tracking link so you can follow your parcel's journey.
What happens if I'm not home when my package arrives?
Residential deliveries are sent with "Authority to Leave" in a safe, sheltered location.
Please ensure your drop-off spot is protected from rain, wind, and direct sunlight, as Bilberry Bakehouse cannot accept liability for weather damage or spoilage resulting from parcels left exposed outdoors.
General
How long do the cookies last, and how should I store them?
Our cookies are baked fresh right before dispatch and stay soft and delicious for up to 7 days from dispatch.
Store them at room temperature in an airtight container. Do not refrigerate them, as cold air dries cookies out fast!
You can also freeze them in a sealed bag for up to 3 months and thaw at room temperature before eating.
What is the best way to reheat my cookies?
Microwave: 10–15 seconds for a warm, melty center.
Oven: 150°C for 5–8 minutes for a crispy edge (the best way).
Air Fryer: 150°C for 2–3 minutes for a warm, soft center.
For detailed step-by-step instructions and pro-tips on keeping your cookies gooey, check out our full Cookie Reheating Guide.
How big are your cookies?
All of our signature cookies are hand-scooped and generous in size, weighing approximately 140g each. They are thick, chunky NYC-style treats built to satisfy!
Do you have seasonal or limited-edition flavours?
Yes! We regularly launch special seasonal flavours alongside our core menu.
Follow us on Facebook (Bilberry Bakehouse) and Instagram (@bilberry_bakehouse), or sign up for our newsletter to be the first to know when new drops land!
What ingredients do you use, and do you cater to food allergies?
Our cookies contain gluten, wheat, soy, dairy, and eggs.
While specific flavors may not list nuts, all treats are prepared in a kitchen that regularly handles peanuts, tree nuts, sesame, dairy, soy, wheat, and gluten, so cross-contamination is possible.
We currently do not offer certified gluten-free, nut-free, or vegan options.
Where are you based?
Bilberry Bakehouse is a fully licensed home bakery based in Bannockburn, Victoria. We do not have a retail shopfront, so all orders must be placed online in advance.
Do you offer local pickup or delivery?
As a registered home bakery, we do not offer residential pickups. However, we provide free hand delivery within a 5 km radius of Bannockburn!
Simply enter your street address during checkout. If your delivery address falls within our 5 km zone, the Free Local Delivery option will automatically appear for you to select.
Do you cater for weddings, corporate events, or special occasions?
We would be honoured to sweeten your celebration! From weddings and milestone birthdays to corporate launches and family gatherings, we are delighted to create customized treats tailored to your vision.
Please reach out through our Contact Us page at least 2–3 weeks in advance so we can reserve a baking spot and plan the details with you.
What if I can't find the answer to my question?
We are happy to help! Send us a quick message through our Contact Us page or email us directly at info@bilberrybakehouse.com, and we will get back to you as soon as possible.