FAQs
All of my cookies are home produced and processed in a kitchen that may process common food allergens such as tree nuts, peanuts, eggs, soy, wheat, milk, fish, and crustacean shellfish.
Q: Can you ship your cookies?
No. Cookies are only available for pick up from my home in Lexington, KY. My address will be provided to you once your order is confirmed.
Q: How do I place an order?
Fill out my custom order form HERE.
I love love love creating custom cookies, and I do my best work when I am given creative control over a set. If you’ve seen a set of cookies that you love, I can create a similar set but I will not directly copy another artist’s work.
Please allow a few business days for me to respond to your inquiry. I am a one woman show, and can only do so much in one day! I do not respond to emails on weekends or holidays.
Q: How much notice do you need?
I recommend reaching out about 3 months before your event. I do not book further out than that.
That being said- feel free to reach out whenever! I can occasionally fit in a last minute order. If I am booked, feel free to check out this list of local cookie decorators! They might be available to take your order.
Q: Can you make character cookies?
I do not offer character cookies or cookies of copyrighted designs (unless you can obtain written permission from the creator.) Ask me about character inspired sets instead!
Q: How long will the cookies stay fresh?
Cookies will last around a week at room temperature. You can store your cookies on your counter away from the sun until your event.
Decorated cookies freeze beautifully! Cookies can be frozen for up to 6 months. To freeze your cookies-
Place cookies in an airtight container. If you can stack them on their side (like books) that is best. If not, try not to stack more than two cookies on top of each other, as the details can get crushed.
Place container in the freezer. Try not to put anything heavy on top of the container that could crush the cookies.
The night before your event, set the container on the counter away from the sun and allow the cookies to come to room temperature (8-10 hours.) Do not open the container while your cookies are thawing. I know it is tempting, but if the condensation gets on your cookies it could ruin the icing. Keeping the lid on will allow the condensation to collect on the outside of the container and that = happy cookies!
That’s it! Take your cookies out of the container and enjoy!
Q: Do you offer gluten free/dairy free/vegan cookies?
Not at this time.
Q: What flavors do you offer?
All of my cookies are made with my standard vanilla bean recipe. I do not offer other flavors for custom orders.
Occasionally I will offer fun flavors for flash sales, pre-orders, or pop up shops!
Q: What are flash sales, pre-orders, and pop up shops?
A flash sale is when I make cookies and post them for sale for immediate/next day pick up.
A pre-order is when I design sets of cookies, take orders for them, and then have those orders available for pick up at a later date.
A pop up shop is when I make a bunch of cookies bring them to a business to sell to you! You can usually find me doing pop up shops at Williams-Sonoma in the Summit.
Info about flash sales, pre-orders, and pop up shops are posted on my Instagram and Facebook pages, so be sure to follow along there!
FULFILLMENT POLICIES
Custom cookies- Due to the custom nature of my cookies, no refunds/returns/ or exchanges are allowed. If you have placed a deposit for a cookie order but need to cancel the order, that deposit will not be returned but can be used towards a future order. If you placed an order during a presale and do not pick up your order, a refund will not be issued. I can freeze your cookies and keep them fresh for you until you are able to pick them up!
Cookie cutters-
If you receive a damaged item, please contact me right away to arrange a replacement, email: maddiescookieco@gmail.com. You have 90 days from delivery date to claim damaged or defective product.
Items that are damaged for not following the care instructions or by negligence (failure to use reasonable care, resulting in damage) will not be replaced.
If your package is missing or has been returned to me, please reach out and I will do my best to resolve the issue! Please note- if your package is undeliverable because you input an incorrect address, you will need to pay another shipping fee or I can cancel your order.