FAQ

We deliver select products across New Zealand: Cookie Pies / Party Pies / Giant Cookies via overnight courier for $5.90 - $10.50. There is a $6 surcharge for Saturday deliveries (nationwide) and Priority deliveries (Auckland only).

We cannot deliver to: Rural Addresses / P.O Boxes / Private Bags. Please select an address that the delivery person will have access to (e.g office, house, etc.), and provide any necessary delivery instructions (e.g. gate code, where to leave the item, etc.). Please note that not all packages can fit into a letter box.

Our Cookie Cakes are Pick Up Only due to their fresh and delicate nature.
We bake fresh & send your order on overnight courier. Unfortunately our couriers cannot deliver at a specific time.

Standard Shipping:
As we use a third-party delivery service, delivery is not 100% guaranteed on your selected date and may take an extra one to two working days. Please select an earlier date if you are worried about this.

Priority Delivery (Auckland only):
Guaranteed delivery on the selected delivery date, between 10am - 8pm.

Sometimes the address and the delivery instructions provided by the customer are not sufficient for delivery (gate code not provided, address incomplete, business name missing, incorrect name, non NZ phone number provided, no clear place to leave item, etc.).

Unfortunately in these cases, the delivery may be delayed or the item will be returned to us. 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.
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-Sat only, subject to delivery slot availability)

Standard Shipping:
Please note that the delivery date selected is only a target delivery date; in some cases the delivery may take an extra one to two working days.

Priority Delivery (Auckland only):
Guaranteed delivery on the selected delivery date, between 10am - 8pm.

Placing an order at least 2-3 days in advance is preferred as sometimes we'll need to get in touch with you if there are issues with your order e.g. rural address, in sufficient delivery instructions, etc.
We definitely advise providing the receiver's contact number.

The only time they will be contacted is if the delivery team are having issues locating the address, locating somewhere safe to leave the item or other delivery related questions.

The more details you can provide Team Mo when ordering for us to pass along to the delivery team, the better!
Unfortunately, due to the way the courier companies operate, this isn't something we're able to offer.

For large corporate orders within Auckland, we may be able to offer a specific time delivery option (e.g. between a particular 2-3 hour window) at an extra cost. For further information, contact us on sales@moustache.co.nz Please not that we're unable to guarantee delivery times on busy days such as Valentines Day, Mothers Day, Christmas Eve etc.
If the recipient isn’t home, the following will happen:

1. The courier will leave the goods if there’s a safe place to do so, or if indicated in the delivery instructions. Please note that we're unable to take responsibility if you've chosen the Authority To Leave option and you're unable to locate the item.

2. If the driver is unable to leave the package (no clear place to leave item, signature required but no one was home), a card to call may be left and re-delivery will need to be organised by the customer. Unfortunately in these cases, the delivery may be delayed or the item will be returned to us. 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.
If the driver is unable deliver because the address is wrong, the courier will try to get in touch with you through the phone number provided and the package can be re-directed to a new address.

If the courier is unable to contact you, the package will be returned to us and we will be unable to refund or replace the order.

If the item has already been delivered to an incorrect address, we are unable to refund or replace the order.
We offer a Saturday delivery option (costs an extra $6). This may not be available to some addresses. Unfortunately, we are unable to deliver on Sundays and Mondays (except for Auckland). However, you're more than welcome to pick up from either our Manukau Store or Orakei Store in Auckland, or Riverside Market Store in Christchurch
All cookies are baked daily as close to your delivery time as possible to ensure maximum freshness.

- Delivery Orders
For the best taste & texture, we recommend eating on the day of delivery. However, they are fine at room temperature to consume for 5 days from your selected delivery date (best stored in an airtight container). Warm them in the microwave or oven if you want them soft & gooey.

Cookie Cakes can last up to 1 week in the fridge.
All our products are made in the same kitchen so we cannot guarantee that a product won't come in contact with nuts, gluten, or other allergens. While we do our best to avoid cross-contamination, if you are highly allergic we would advise against purchasing.
No, we do not include these inside or on the package. PDF Invoices can be downloaded from the link in the order confirmation email.
Yes! We’re always here to help - for corporate / large custom orders please email Team Mo at sales@moustache.co.nz
Please email sales@moustache.co.nz if you have any urgent amendments - include your order number so we can locate your order quickly.

Please give us 48 hours notice for any changes. If your request comes later than this, we may not be able to make the amendments you have requested.
Orders can be cancelled free of charge 48 hours prior to the delivery date, or 24 hours prior to the pick up time. Please email sales@moustache.co.nz if you would like to cancel your order.

Dispatched orders can no longer be cancelled or refunded.

Orders that are already prepared but not yet dispatched will incur a 40% cancellation fee.
Yes! We will require a New Zealand phone number so that the receiver can be contacted straight away if there are any delivery issues that may cause delays.
Nationwide overnight delivery costs between $6.90 - $10.50 ($6 extra for Saturday deliveries), depending on the distance and the size of the order. This will be calculated at the checkout page. Priority Delivery Service (guaranteed delivery on the selected dated, Mondays - Fridays) is available for most Auckland addresses for $11.90. Alternatively, you can pick up from our Manukau Store or Orakei Store in Auckland, or the Riverside Markets Store in Christchurch for free of charge.
It is displayed under the Nutritional Info tab on the product pages. The complete list can be found here
You can let us know under the special instructions on the cart page so we can pass on the information to the courier. We also recommend selecting the Signature Required option.
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