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. Enter their address at checkout, add your message, and we'll tuck a handwritten note in the box. 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 and we bake to it, so it lands fresh.
Do you do corporate, bulk or event orders?
We do. See Corporate & Bulk Orders for volume pricing, branded notes and GST invoicing — there's a quick quote form on that page, or email hello@cocolane.co.nz.
Delivery & pickup
When will my cookies arrive?
Dispatched NZ-wide in 1–2 working days once our courier collects your order — from that point, delivery timing is down to their network, not us. Around public holidays and long weekends (Matariki, Christmas/New Year, Easter), courier networks run slower, so build in extra time. For a deadline, choose a ship date 1–2 days before you need them.
Do you ship anywhere in New Zealand?
Yes — NZ-wide, with free shipping over $75. Under $75, a flat rate is shown at checkout. Rural addresses may take an extra day.
Can I pick up in person?
Yes — pickup is free from all three Auckland spots: High Street (35 High Street, daily 10am–6pm), Elliott Stables (39 Elliott Street, daily 9am–5pm), or our Glendene bakehouse (9A Akatea Road — walk-ins welcome too; it's our working kitchen, so give us a quick ring on +64 27 259 9430 before heading over). Choose your pickup point at checkout.
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 3–5 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 visit us on High Street or at Elliott Stables. Cookies and gift boxes ship NZ-wide.
