sTudiO pOlicies
making your order easy
Everything you need to know
A few important details to help make the ordering process simple and seamless.
Please review the policies below before placing your order.
pricing & minimums
Custom cookie pricing starts at $80 per dozen, with a minimum order of two dozen (24) cookies.
Final pricing varies based on the complexity of the design, including the number of shapes, colors, layers, details, and specialty techniques required. Because each order is individually designed and handcrafted, pricing is provided based on the specific details of your order.
All custom orders are packaged in bakery boxes. Individual heat-sealed packaging is available for an additional $5 per dozen. Custom tags or labels are available for $10 per dozen.
ordering
To ensure availability and allow for proper design planning, two weeks’ advance notice is required for custom orders.
Orders are accepted based on availability and may not be accepted once the production calendar is full.
Rush orders are not guaranteed and are accepted only when studio capacity allows. An additional rush fee may apply.
payment & reservation
Your order is reserved once payment or the required retainer has been received.
Orders of $300 or less
Full payment is required to reserve your date.
Orders of $301–$500
A 50% non-refundable retainer is required to reserve your date. The remaining balance is due two weeks before pickup or delivery.
Orders over $500
A 50% non-refundable retainer is required to reserve your date. The remaining balance is due four weeks before pickup or delivery.
Orders are not confirmed until the required payment has been received. Availability cannot be held without payment.
Payments made via credit or debit card incur an additional processing fee of 3% + $0.30 per order. Zelle and Venmo are accepted with no additional payment processing fee.
For orders paid via Zelle or Venmo, payment is due within 24 hours of placing the order. Unpaid orders may be canceled after 24 hours.
design & artistic variations
Because baking and icing are manual art forms, minor variations in color, texture, or design from inspirational photos or digital sketches may naturally occur. These variations are considered part of the handmade nature of the product and do not qualify for a refund.
fulfillment
pickup
Studio pickup is the preferred fulfillment option. Orders are collected from the home-based studio in the Silver Creek Valley area of San Jose. The exact pickup address and instructions will be provided after your order is confirmed.
Orders must be collected during the scheduled pickup time. If an unexpected circumstance or emergency prevents you from picking up your order, as scheduled, please contact the studio as soon as possible. An alternate pickup time may be arranged at the studio’s discretion and subject to availability.
Missed pickups are not eligible for a refund, and alternate or future pickup times cannot be guaranteed.
delivery
Limited local delivery is available for custom orders only. Seasonal sets are not eligible for delivery. Delivery must be arranged in advance and is subject to schedule and order volume.
Delivery is $3.50 per mile, with a $20 minimum. Mileage is calculated from the Silver Creek Cookie Studio residence to the recipient’s address.
shipping
Shipping is currently unavailable. All orders are fulfilled through studio pickup or, for eligible custom orders, limited local delivery.
responsibility after pickup or delivery
Responsibility for the structural and cosmetic integrity of baked goods transfers to the client once the order has been picked up or delivered. No refunds or replacements will be issued for damage sustained during transportation, handling, or storage after pickup or delivery.
storage & care
All orders are packaged to help maintain freshness. Baked goods should be stored flat at room temperature and kept out of direct sunlight. Do not refrigerate. Humidity inside refrigerators can cause royal icing to soften and colors to bleed.
cancellations
custom orders
Because each order is custom made and your date is reserved specifically for you, payments become non-refundable as production approaches.
Orders of $300 or less
Cancellations made at least two weeks before the scheduled pickup or delivery date will receive a 50% refund. Cancellations made less than two weeks before the scheduled date are non-refundable.
Orders of $301–$500
The 50% retainer is non-refundable. Any remaining balance paid will be refunded for cancellations made at least two weeks before the scheduled date. Cancellations made less than two weeks before the scheduled date are non-refundable.
Orders over $500
The 50% retainer is non-refundable. Any remaining balance paid will be refunded for cancellations made at least four weeks before the scheduled date. Cancellations made less than four weeks before the scheduled date are non-refundable.
Non-refundable payment processing fees and costs for custom cookie cutters, specialty decorations, packaging, or other materials purchased specifically for an order are not refundable.
seasonal sets
Seasonal sets are offered for a limited preorder period and are produced in limited quantities for specific holidays. Because the ordering window is shorter, cancellations made 7 or more days before the scheduled pickup date are eligible for a full refund. No refunds are issued for cancellations made less than 7 days before pickup.
modifications
Seasonal sets are ready-to-order designs and are not customizable. Designs, colors, cookie shapes, quantities, and packaging cannot be changed or modified.
For custom orders, once your order is confirmed, minor changes may be accommodated depending on timing and availability.
Changes to quantity, design, colors, personalization, pickup or delivery date, or other order details may affect pricing and are not guaranteed. Requests made after the applicable final-payment deadline may not be accommodated.
Any additional charges resulting from an approved change must be paid before the change is confirmed.
food allergy notice
Baked goods prepared at this location are made using wheat, dairy, and eggs.
All products are prepared in a private home kitchen that is not a nut-free environment.
While strict cleanliness and food-handling protocols are followed, cross-contact with allergens cannot be completely prevented. Products may come into contact with common food allergens, including wheat, eggs, dairy, peanuts, tree nuts, and soy.
Clients with severe or life-threatening food allergies are advised to carefully consider this disclosure before placing an order.
questions
For questions, please contact Heather Wiggins:
