Terms & Conditions & Refunds

By placing an order with Kravrey, you agree to the following terms and conditions:

All orders are processed through the Kravrey website or approved sales channels and must be pre-paid online. Payment confirms your order and secures your selected products.

Product availability is subject to stock. Limited edition flavours and boxes may sell out, and Kravrey reserves the right to cancel or modify orders if inventory is unavailable. Prices are in NZD and include applicable taxes unless stated otherwise. Delivery fees are charged at checkout and must be paid at the time of ordering.

Deliveries and pickups are made according to the Kravrey Delivery Policy. Customers are responsible for providing accurate delivery information and collecting pickup orders at the scheduled time. Kravrey cannot be held liable for delivery issues caused by incorrect addresses, inaccessible properties, or spoilage of products after delivery or pickup.

Customers are responsible for checking ingredient lists for allergens or dietary requirements. While care is taken to prevent cross-contamination, Kravrey cannot guarantee a completely allergen-free environment.

All content on the Kravrey website, including images, text, logos, and branding, is the intellectual property of Kravrey and may not be copied or used without permission.

These terms are governed by New Zealand law. By using Kravrey’s services or purchasing products, you agree to comply with these Terms & Conditions.

 

Privacy Policy

Information We Collect

When you visit or make a purchase on Kravrey, we may collect:

  • Personal details such as your name, email, phone number, and delivery address.
  • Payment information, which is processed securely via Shopify Payments (we do not store credit card numbers).
  • Order history, preferences, and any communication you have with us.

How We Use Your Information

We use your information to:

  • Process and deliver your orders.
  • Communicate about your orders, including confirmations, updates, or customer support.
  • Improve our website, products, and services.
  • Send promotional emails if you’ve opted in (you may unsubscribe at any time).

Sharing Your Information

We do not sell or rent your personal information. Information may be shared with:

  • Delivery personnel or services to complete your order.
  • Service providers who help us operate our website or manage payments (all under strict confidentiality).
  • Legal authorities if required by law.

Security

We take reasonable measures to protect your information, including using encrypted connections and secure storage.

Your Rights

You can request access to, correction of, or deletion of your personal information by contacting us at kravreycookies@gmail.com.

Cookies & Tracking

Our website may use cookies to improve your experience, track orders, and gather analytics. You may disable cookies via your browser settings, but some website functionality may be affected.

Updates to This Policy

We may update this Privacy Policy occasionally. Any changes will be reflected on this page.

Contact

If you have any questions about your privacy, please contact:
Email: kravreycookies@gmail.com

 

Returns & Refunds

Due to the Perishable Nature of Our Products

 

Kravrey cookies are freshly baked and may contain perishable toppings or fillings. For safety and quality reasons:

  • All sales are final once an order has been placed and confirmed.
  • We are unable to accept returns or offer refunds for changed minds or orders that were not collected or delivered.

Damaged or Incorrect Orders

If you receive an order that is damaged, incorrect, or missing items:

  • Contact us within 24 hours of receiving your order at kravreycookies@gmail.com.
  • Please include your order number, photos of the issue, and a brief description.
  • We will review the situation and may offer a replacement, store credit, or partial refund at our discretion.

Delivery Issues

  • Kravrey is not responsible for undelivered orders due to incorrect addresses, inaccessible properties, locked gates, or customer unavailability.
  • Orders left in a safe location when no one is home are considered delivered.
  • For custom delivery requests outside the standard delivery zone, any additional fees must be agreed upon prior to the order.

Cancellation Policy

  • Orders can only be cancelled before they are processed for delivery or pickup.
  • Contact us as soon as possible if you need to cancel.
  • Once an order is processed, it cannot be cancelled.

Contact Information

For any issues or concerns with your order, please contact us promptly:
Email: kravreycookies@gmail.com

 

Change of Mind

  • All sales are final.
  • We do not offer refunds or exchanges for change of mind.

Defective or Damaged Items

  • If your order arrives damaged, incorrect, or defective, please email kravreycookies@gmail.com within 24 hours of receiving your order.
  • Include your order number and photos of the issue.
  • Kravrey will assess the situation and, at our discretion, offer a replacement or refund.

Missed or Failed Deliveries

  • Kravrey is not responsible for orders that fail to be delivered due to:
    • Incorrect or incomplete delivery addresses
    • Inaccessible properties, locked gates, or unsafe access
  • No redelivery will be provided for undeliverable orders caused by customer error.

Custom Orders

  • Custom orders (outside delivery zones or special requests) are final. No refunds or cancellations are accepted unless the item is defective.

Pickup Orders

  • Customers picking up orders are responsible for collecting them during their scheduled time.
  • Uncollected orders will not be refunded.

 

Delivery Areas

Kravrey currently offers delivery within selected Wellington suburbs only.
Delivery is not available outside our delivery zone.
If a customer enters an address outside our zone, delivery will not be available for that order.

Delivery Days & Times

Delivery Day: Wednesdays  
Delivery Window: Between 9:00am - 6:00pm 
Delivery times may vary depending on order volume, traffic, and weather.
Customers will receive a notification when their order is out for delivery.

Delivery Method

All deliveries are made directly by Kravrey (not via courier).
Orders are placed into insulated chiller bags to maintain safe temperatures.
If no one is home, the order will be left at the delivery address in the safest location available.
Kravrey is not responsible for orders once they have been delivered to the address provided.

Product Safety & Handling

Kravrey cookies may contain perishable toppings or fillings.
To ensure food safety:

  • Products are delivered chilled.
  • Keep cookies refrigerated at or below 5°C immediately after delivery.
  • Consume within 3 days of receiving your order.
  • You may bring cookies to room temperature before eating for best texture.
    However, do not leave cookies out for extended periods, especially if they contain dairy-based toppings or fillings.

Once delivered, customers are responsible for following safe storage and handling

Incorrect Addresses / Missed Deliveries

Kravrey is not liable for:

  • Incorrect or incomplete delivery addresses entered at checkout
  • Orders that spoil after being left at the provided address
  • Failed deliveries due to inaccessible properties, locked gates, or unsafe access

If the driver cannot safely access the property, the order will be returned to base and no redelivery can be offered the same day.
No refunds are provided for orders undeliverable due to customer error.

Delivery Fees

Delivery fees are shown at checkout and may vary depending on the suburb.
Fees must be paid at the time of ordering.
For custom deliveries outside the standard zone, email kravreycookies@gmail.com. Pricing will be quoted via email. Custom deliveries are approved on a case-by-case basis.

Weather & Transport Delays

Delays may occur due to:

  • Traffic
  • Weather
  • Road closures
  • High order volumes

By ordering, customers acknowledge that delivery times are estimates, not guarantees.

Delivery Issues

If there are any problems with your delivery (late arrival, missing items, concerns about product condition), please email kravreycookies@gmail.com within 24 hours so we can resolve it promptly.

Contact Information:

Email: kravreycookies@gmail.com