FAQ

Everything you need to know before you send a box. Still stuck? Email hello@cocolane.co.nz or call +64 27 259 9430. We reply within one business day.

Sending a gift

Can I send these as a gift?
Absolutely, it's our favourite job. Add a $2 postcard to your box on the product page and type your message. Enter their address at checkout. It arrives gift-ready and no prices, receipts or invoices ever go in the box.

Can I choose the ship date?
Yes. Pick your exact ship date in the cart. That is the morning we bake and send it. We dispatch Monday, Tuesday and Wednesday.

Do you do corporate, bulk or event orders?
We do. Ten boxes or ten addresses, one order, one invoice. See Corporate & Bulk Orders for volume pricing, branded notes and GST invoicing. There is a quick quote form on that page, or email hello@cocolane.co.nz.

Delivery & pickup

When will my cookies arrive?
Your ship date is the morning we bake and hand the box to the courier. From there, allow 1 to 2 working days NZ-wide, and an extra day for rural addresses. Around public holidays and long weekends (Matariki, Christmas and New Year, Easter) courier networks run slower, so build in extra time. For a deadline, choose a ship date 2 to 3 days before you need them.

Do you ship anywhere in New Zealand?
Yes, NZ-wide. Free shipping over $75. Under $75: Auckland $8.50, rest of the North Island $10.50, South Island $14.50.

Can I pick up in person?
Yes, pickup is free from High Street (35 High Street, daily 10am to 6pm) or Elliott Stables (39 Elliott Street, daily 9am to 5pm), both in the Auckland CBD. Choose Store Pickup and your day in the cart.

Ingredients, allergens & dietary

What's in them? Any allergens?
Contains: gluten (wheat), dairy (butter/milk) and egg. Made in a kitchen that also handles soy, tree nuts and peanuts, so we can't guarantee any cookie is free from traces. Made fresh in Auckland with NZ butter and premium chocolate. Need the full ingredient list for a specific flavour? Email us and we'll send it the same day.

Do you have gluten-free or vegan options?
Not yet. Every cookie currently contains gluten and dairy. We're working on it. Join the Cookie Club to be first to know.

Freshness & storage

Are they baked fresh?
Baked the morning they ship. Never sitting around.

How should I store them?
Airtight at room temperature for up to a week, or freeze for up to 3 months. Pop them in a 160°C oven for 3 to 5 minutes to bring the gooey melt back.

Payment & changes

What payment do you accept?
Visa, Mastercard, Amex, Apple Pay, Google Pay, Shop Pay and PayPal, plus Afterpay, all through Shopify's secure, encrypted checkout.

Returns & damaged orders

What if my order arrives damaged, wrong or below quality?
We pack carefully, but if something arrives damaged, faulty, incorrect or not up to scratch, email hello@cocolane.co.nz with your order number and a photo within 48 hours of delivery and we'll make it right with a replacement or refund. As they're freshly baked perishable food, we can't accept change-of-mind returns. See our Refund Policy.

Can I cancel or change my order?
Email us with your order number as soon as you can. If it hasn't been baked or dispatched, we'll sort it.

Matcha & drinks

Do you sell matcha online?
Our matcha and drinks are served fresh in our Auckland stores. Come and see us on High Street or at Elliott Stables. Cookies and gift boxes ship NZ-wide.