Frequently Asked Questions

What happens after I place an order online?

When you place your order, we will issue you with an order confirmation. We will do this by email.
We will also send you an email when your order has been shipped.

If we have any questions regarding your order, we will contact you by email or telephone.

How long will my order take to be delivered?

Once an order is completed online, your order is processed and dispatched from Redzed kitchens within one – two working days (public holidays add an extra day)

Arrival time will be another 1-5 days depending on how far the Box has to travel to it’s destination. Please contact us if you would like to know what day to expect your delivery to arrive.
Please contact us if you need your Cookie Box to arrive on a specific day. A Cookie Consultant will help set this up for you. (As we use third parties to deliver our products, from time to time delays may occur that are out of our control. More rarely a delivery may actually arrive early. Please allow for these anomalies if you are arranging delivery for a specific day)

We are able to help you if you need something urgently. We can offer an express service, which reduces most areas to 2 working days, or an urgent service, which will usually arrive overnight. Both these services will incur further charges.

Please Contact a Cookie Consultant if you would like to arrange express or urgent freight.

Is there any other way to order?

Yes. You can phone and email us. A Cookie Consultant will let you know what information is needed to process the order.

How can I pay for my order?

We have a few ways you can pay for you order:
1. Redzed accepts payments via Pay Pal
2. Credit Card by phone (site CC option will be available in the future)
3. Gift Vouchers and Coupons issued by Redzed Pty Ltd

We do not accept credit cards issued by banks outside of Australia.

Is my credit card information secure with you?

Yes. When you purchase goods online your payment details are processed securely by our secure payment gateway (Secure Socket Layer Technology) which has the highest possible level (128–bit) of SSL security. We keep a secure record of your order details until your order is dispatched in case any changes occur with your order. After this, your payment details are not stored. At no time do we record your credit card information on our site.

When will my credit card be charged?

Orders placed on a weekend or a public holiday will not begin payment or order processing until the next Redzed business day. Redzed business days are Monday to Friday (9am-4pm), excluding Queensland Public Holidays

We process credit card and PayPal payments after you click the “Submit My Order” button. Please note: If your PayPal payment is funded by an e-cheque, this may substantially delay processing your order while payment clears.

How will I know my payment has been processed?

For both PayPal and credit card payment, we will email a tax invoice to you with your order confirmation. Your tax invoice is your proof of purchase.

Where do you source your ingredients?

Redzed believes in supporting Australian Industry and so wherever possible, we buy our ingredients from local producers and companies. Occasionally or with specific/unique products, this may not be possible.

How long do Redzed cookies last?

We do not use any added preservatives in our Cookies. We do seal them in a package that prolongs their life.

All products will have a Best Before Date on the pack. Once you open our Cookie packs, we recommend consuming within about 3 days unless you are using Redzed airtight glass cookie jars.

How do I store Redzed cookies?

Store opened Cookies in an airtight container at room temperature.

For our home users, our Cookies can be frozen. Please wrap them tightly in cling wrap or seal in an airtight bag before freezing. 

Once thawed, you may like to:
*Heat them the microwave for 10 secs
*Heat them in an oven for 6 mins at 100

Are there allergens in your products?

If you or anyone that is receiving our products from you have any food allergies, please email us for ingredient and allergen information.
All products contain traces of peanuts and tree nuts.
Most products contain gluten. Florentines are low gluten. Nougat is Gluten Free.
For all other allergy information, please request a detailed list from a Cookie Consultant.

Do you have a Returns Policy?

We stand by the quality of our products and our customer service.
It is of the utmost importance to us that our customers are 100% satisfied.
Redzed takes every endeavour to ensure that your box arrives on your specified day and in good condition.
Unfortunately, given that our products are perishable and for food safety reasons, we are unable to accept returns unless for the reasons as set out below.

What happens if I find an error with my online order?

If we deliver a product other than what was ordered online, please contact us by email or phone within 48 hours of receiving the delivery. If the packaging of the food item is still intact, we’ll arrange for both the delivery of the correct order to be sent to the same delivery address at no additional cost, and the original incorrect order to be picked up for return to us.

Redzed is proud to offer our customers quality products however in an unlikely instance that a product is delivered past its best before date, or is in some way faulty or damaged through the conduct of Redzed we will replace the product at no additional expense to the purchaser. Contact us via

All returned products are to be assessed by the Redzed Quality Control team to verify the nature of the return. Please contact a Cookie Consultant for instructions regarding returns.

What if I made a mistake when I ordered?

Unfortunately we do not exchange/refund products that have been ordered incorrectly or if you just have a change of mind about the type of product chosen for any reason.

If you fail to enter the correct delivery details on this site, you will be liable for the Redzed Cook Box being delivered to the incorrect address.

Redzed will not be responsible for any delays in delivery that fall outside the control of Redzed Pty Ltd or their employees.

In order to cancel an automatic delivery, we require the cancellation to be in writing and that we are notified at least 5 working days prior to the next scheduled delivery date. Failure to cancel within this time frame may result in the order being processed and charged for.

What if something has gone wrong, but the error is an “outside job”?

Redzed Pty Ltd has been shipping our products for 10 years. Whilst every care is taken under Redzed’s control, situations occur outside of our control.

If there is a problem with your delivery or non-arrival of a Cookie box, there are a number of resolutions depending on your particular situation.

Our courier will endeavour to supply you with the product you have ordered from us in the condition that the goods were dispatched. However, on occasion goods may be damaged in transit to you. If this occurs, please email us at

If you find that the goods were damaged in transit or were faulty in some manner, please contact us within 48 hours of receiving the goods. As part of our commitment to excellent customer service, we will organise for the return of the damaged goods and once inspected, will arrange delivery of a replacement product at no cost to you.

Do you have a Refund Policy?

We do not provide cash refund or refund onto credit or debit card, however we credit in the form of a replacement box and due to the perishable nature of our products, such credit in the form of a replacement box will only be provided in the event of a non-arrival or damaged stock on arrival. Please email details to

What happens with my personal information and email ?

Your Privacy is of utmost importance to us. Please refer to our Privacy Policy so you have a full understanding of how seriously we take this matter.

What happens if I refer people to your business?

If you refer a friend or colleague, then please remind them to mention this when they communicate with us. We love that people recommend us and greatly appreciate it. We will take note of the people you have referred, and when they reach a certain number, you will find yourself receiving a lovely surprise as a “thank you” from us.