FAQ


Where do you deliver to?

We deliver select products across New Zealand - Cookie Pies / Party Pies / Giant Cookies via overnight courier for $5.5 - $10.

Our Cookie Cakes and Cookie Doughs are Pick Up Only due to the fresh & delicate nature.

When will my order be delivered?

We bake fresh & send your order on overnight courier. Unfortunately our couriers cannot deliver at a specific time. As we use a third-party delivery service, delivery is not 100% guaranteed on your selected date and may take an extra one or two working days. Please order an extra day in advance if you are worried about this.

WE CANNOT DELIVER TO:

- Rural Adresses

- Apartments 

- P.O Boxes / Private Bags

Please select an address where the delivery person has access to (e.g office/house), as the box often can not fit in a letter box.

What happens if the address I provide doesn't give the delivery person access to the office/house?

Unfortunately if the driver cannot gain access to the office/house and they're unable to reach the person with a card-to-call or the like, the item will usually be returned to us, however we're unable to refund or replace orders where the delivery company has been unable to facilitate a re-delivery due to lack of communication.

Can you do next day target delivery?

Our website will show you what dates are available for your order! The latest you can put through an order for next day target delivery is 10:30AM (Mon-Thu)

2 -3 DAYS in advance is preferred - sometimes we'll need to get in touch with you if there are issues with your order i.e. rural address.

Do I have to provide the receivers contact number instead of my own? I want it to be a surprise!

We definitely advise providing the receivers contact number. 
The only time they will be contacted is if the delivery team are having issues locating the address or locating somewhere safe to leave the item or other delivery related questions.
The more detail you can provide Team Mo when ordering that we can pass along to the delivery team - the better!

Can I book delivery for a specific time around Auckland?

Unfortunately due to the way our the courier companies operate, this isn't something we're able to offer. 
However, if you need an item before a certain time, you can contact the team on sales@moustache.co.nz and we will do our best to get it there in time for you.
We're unable to guarantee delivery times on "delivery busy" days such as Valentines Day, Mothers Day, Christmas Eve etc. 

What happens if the recipient isn’t home?

If the recipient isn’t home, the below will happen:

1. The courier will leave the goods at the front if there’s a safe place to do so (unless specified otherwise in notes section for a different location).
Please note: we're unable to take responsibility if you've given the delivery team permission to leave it somewhere safe and you're unable to locate the item. 

2. If the driver is unable to leave the package, the item will be returned to NZ Couriers Depot. Please contact them to organize a re-delivery.

What happens if I provide you with the wrong address? 

If the driver is unable delivery because the address is wrong or if the item has already been delivered, we are unable to refund or resend the item.

What happens if the reception at my work does not pass my order onto me?

If you are expecting a delivery but haven't received it, please make sure you check with reception to ensure it isn't there. We cannot take any responsibility for any parcels delivered to a workplace with the recipients name on it, but the reception has not passed it on.

Do you deliver on weekends?

Unfortunately we are unable to deliver on weekends. However you're more than welcome to choose PICK UP from the Moustache Manukau Store or the Moustache Christchurch Store on both Sat/Sun between 11am-4pm. 

How long do the cookies last?

All cookies are baked daily as close to your delivery time as possible to ensure maximum freshness. For the best taste & texture, we recommend eating on the day of delivery. However they are fine at room temperature to consume 4 days after in an airtight container. Warm them in the microwave or oven if you want them soft & gooey. Cookie Cakes are fine to eat for 1-2 weeks after delivery if kept in the fridge.

Do your cookies have traces of nuts/gluten?

All our products are made in the same kitchen so we cannot guarantee that a product won't come in contact with nuts. This is the same for our Gluten Free cookies, whilst we do our best to avoid cross-contamination, if you are highly allergic we would advise against purchasing.

Is there a price tag included in the package?

No, we do not include price within or on the package. 

I would like to do a large/corporate/custom order! Can I do that?

Yes! We’re always here to help - for all orders please email Team Mo at sales@moustache.co.nz

Can I make changes to my order? 

Please email sales@moustache.co.nz if you have any urgent amendments - please include your order # if possible so we can locate your order quickly. We can’t guarantee we’ll get your amendment in time but we will do our very best! We require 48 hours notice for any changes.

What if I want to cancel my order?

Orders can be cancelled 48 hours prior to the delivery date.  You must email sales@moustache.co.nz to inform us.

Orders that are already prepared or dispatched cannot be cancelled or refunded.

How much is delivery?

Nationwide overnight delivery costs between $5.5 - $10.50, depending on the distance and size of the order. This is will be calculated at the checkout page.

Or you can pick up from the Manukau Store in Auckland or the Riverside Markets Store in Christchurch for free.