Willow House Cookies

Placing an order with Willow House Cookies is meant to feel simple, thoughtful, and stress-free.

1. Choose Your Experience

Clients may select from:

• Curated Cookie Sets — guided by client specific theme, with small creative freedom allowances from the artist

• Signature Sets - Complete creative freedom within the theme from the artist with small tweaks to make the order feel custom to the event

Both options receive the same level of care, craftsmanship, and attention to detail.

2. Share the Details

You’ll provide:

• event type

• date

• theme or inspiration

• name(s), age(s), or key wording

For curated sets, light customization is always included to ensure the cookies feel personal while allowing creativity to shine.

3. Design & Creation

Each set is designed and baked in small batches. Curated sets may include additional details or bonus elements when inspiration allows—these thoughtful touches are part of the experience.

4. Pickup, Delivery or Shipping

Final details, pickup times, and packaging information will be shared prior to your event so everything arrives just as planned.

CURATED COOKIE SETS

Ideal for clients who have a specific vision they’d like brought to life.

Designs are created collaboratively using your inspiration, theme, and event details while maintaining the Willow House Cookies aesthetic.

Pricing reflects standard custom rates, as the time, skill, and craftsmanship remain the same.

SIGNATURE COOKIE SETS

Perfect for clients who love Willow House Cookies’ signature style and enjoy a little surprise.

You choose the theme and occasion.

Creative direction is handled in-studio.

These sets often feature:

• cohesive, elevated designs

• playful and unexpected details

• occasional bonus cookies when inspiration strikes

Light personalization (names, ages, color preferences) is always included.

Pricing reflects standard custom rates, as the time, skill, and craftsmanship remain the same.

Willow House Cookies – Terms & Conditions

🥜 Allergy & Home Bakery Disclosure

Willow House Cookies operates as a home-based bakery. Our kitchen is not inspected by state or local health departments.

While every effort is made to follow safe food-handling practices and store business ingredients separately from household food, we cannot guarantee an allergen-free environment.

Our products may come into contact with common allergens, including but not limited to: peanuts, tree nuts, dairy, gluten, soy, and eggs.

It is the customer’s responsibility to disclose any allergies or dietary restrictions prior to placing an order. By purchasing from Willow House Cookies, customers acknowledge and accept the risks associated with consuming baked goods produced in a home kitchen.

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🗓 Order Lead Times & Scheduling

To ensure quality, availability, and proper planning, the following minimum notice periods apply:

• Orders of 3 dozen or fewer: minimum 2 weeks’ notice

• Orders of 4 dozen or more: minimum 5 weeks’ notice

Orders are considered confirmed only after:

• design details are finalized,

• pricing is approved, and

• payment (or required deposit) is received.

Orders requested within the required lead time may be accepted at the discretion of Willow House Cookies and are subject to applicable rush fees.

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🎨 Design Policy

Inspiration photos are welcomed and encouraged to help guide the overall style and theme of your order.

Willow House Cookies does not copy or replicate other artists’ designs. All cookies are designed in-house to capture the essence of your inspiration while maintaining originality and the Willow House Cookies aesthetic.

One round of minor design adjustments is included prior to final approval. Significant changes requested after design approval may result in additional fees and are subject to availability.

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💳 Payment Policy

Orders are not confirmed until design details (including colors and shapes), pricing, and payment terms are finalized.

Payment Structure

• A non-refundable retainer is required to secure your order date.

• Remaining balances must be paid by the invoice due date listed.

• Failure to submit payment by the stated deadline may result in order cancellation.

Taxes & Processing Fees

• Sales tax: 7% (applied to all orders)

• Digital payment processing fees:

• Digital wallets (Venmo, CashApp, Apple Pay, PayPal): +3.5%

• Square: +4%

Rush Fees (per dozen)

• 7–13 days’ notice: +$7

• 4–7 days’ notice: +$12

• 2–3 days’ notice: +$15

Accepted payment methods include: CashApp, Venmo, Apple Pay, Square, PayPal, and cash.

Customers are responsible for checking spam/junk folders for invoices and correspondence.

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❌ Cancellations, Refunds & Credits

Due to the custom nature of our products, all retainers are non-refundable.

• Cancellations made 15 or more days before pickup/shipping:

remaining balance (excluding retainer) may be issued as a 50% refund or future order credit

• Large orders (4 dozen or more):

require a minimum of 15 days’ notice for the same refund or credit eligibility

• Cancellations within 10 days of pickup/shipping:

no refunds; remaining balance may be issued as a future order credit only

All refunds and credits apply only to payments already made. Processing and transaction fees are non-refundable.

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📦 Shipping Policy

Shipping is available within the United States via USPS Priority Mail.

• Shipping rates are calculated based on box size.

• Orders are packaged with care, including protective wrapping and documentation prior to shipment.

• Buffer cookies may be added when possible but are not guaranteed.

Once an order leaves the bakery, Willow House Cookies is not responsible for damage, delays, or loss caused by shipping carriers, weather conditions, or unforeseen transit issues.

If a package is delayed or lost by USPS, the customer is responsible for filing claims directly with the carrier.

In cases where an error is determined to be the responsibility of Willow House Cookies, appropriate reimbursement or resolution will be handled directly with the customer.

Photos of shipping damage must be submitted within 24 hours of delivery for review.

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⚠️ Force Majeure

Willow House Cookies is not liable for delays, cancellations, or inability to fulfill an order due to circumstances beyond our control. This includes, but is not limited to, severe weather, power outages, natural disasters, illness, supply chain disruptions, or other emergencies.

In such cases, Willow House Cookies will communicate promptly and work with the customer toward the best possible resolution, which may include rescheduling or issuing a credit at our discretion.

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📍 Pickup Policy

Orders must be picked up within the scheduled pickup window provided at confirmation.

Failure to pick up an order on the agreed-upon date and time may result in forfeiture without refund or credit, as products are perishable and made to order.

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💲 Pricing & Packaging

All orders include standard bakery packaging. Requests for specialty or alternative packaging may result in additional charges.

• Character or logo cookies: +$2 per cookie due to increased design detail and labor

• All pricing is discussed and approved prior to order confirmation

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🎉 Seasonal & Holiday Specials

Seasonal and holiday offerings are released periodically throughout the year.

Specials may include smaller set sizes, themed packaging, or bundled pricing. All special pricing is fixed and includes standard packaging unless otherwise noted.

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💍 Wedding Orders

Wedding cookie orders are available for wedding-related events only and require a minimum of 12 weeks’ notice.

Payment terms:

• 50% non-refundable retainer due at booking

• Remaining balance due 5 weeks prior to pickup

• Optional split payment plan available for the remaining balance

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📸 Photography & Marketing Use

Willow House Cookies reserves the right to photograph and share completed orders for portfolio, website, and social media use.

No personal information (such as last names, addresses, or event details) will ever be shared without permission.

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✅ Agreement

By placing an order with Willow House Cookies, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

If any portion of this policy is unclear, it is the customer’s responsibility to seek clarification before finalizing an order.