Welcome to the Coco Colenco FAQ page. Here, you'll find answers to common questions about our delicious cookies, ordering process, shipping, and more. If you don't find the information you're looking for, please contact us at info@cococolenco.com.

1. Ordering and Payment

Q: How can I place an order?
A: To place an order, visit our store page on the website, choose from our variety of delicious cookie flavors, and add them to your shopping bag. Once you've made your selection, proceed to checkout, fill in your personal and shipping information, and complete the payment process. We ensure that all orders are securely packaged to guarantee their quality and freshness upon arrival. Your cookies will be on their way to you shortly!

Q: How many cookies can I order at a time?
A: We offer cookies in boxes of 4, 8 and 12. Feel free to order as many boxes as you like to satisfy your cravings or share with friends and family!

Q: Is in-person pickup available for orders?
A: Unfortunately, in-person pickup is not available at this time. However, we offer FREE shipping on orders over EUR 45.00 to ensure you can enjoy our cookies conveniently delivered to your door.

Q: What payment methods do you accept?
A: We accept major credit cards such as Visa, Mastercard, Maestro, and American Express, as well as iDEAL.

Q: Can I modify or cancel my order after placing it?
A: Due to our production schedule and the guarantee of freshly baked goods, all orders are final and cannot be canceled or modified after placement.

2. Shipping and Delivery

Q: Do you ship internationally?
A: At the moment, we only ship within the Netherlands. However, we're working on expanding our reach and hope to offer international shipping in the near future. Stay tuned as we work towards sharing our delicious cookies with more people around the world!

Q: How long will it take to receive my order?
A: Orders are typically delivered within 1–4 business days. You will receive a confirmation email with tracking information once your order has been shipped. Please note that once your order has been handed over to the shipping partner, courier service is responsible for the delivery, and we can no longer be held liable for any potential delays or issues that may occur.

Q: What if I’m not home when my order arrives?
A: If you are not home, the delivery service will leave a notice with instructions on how to arrange a redelivery or where to pick up your package. It is the customer's obligation to make sure that an accurate and full address and phone number are provided for communication. If there is no one available to accept delivery or if there is inadequate or inaccurate information provided, Coco Colenco cannot be held liable for any missed deliveries.

Q: Will the recipient see the prices if I send cookies as a gift?

A: No, we never include pricing or similar details in our online orders. Instead, an invoice will be sent to you via email. This ensures your gift remains a surprise without any pricing details included.

Q: Can I send cookies as a gift without including my name on the paperwork?
A: Yes, you can choose to send cookies anonymously. Simply let us know during the ordering process, and we will ensure that your name is not included on any of the paperwork sent with the gift.

3. Product Information

Q: Are your cookies suitable for people with allergies?
A: Our cookies are made in a facility that handles eggs, nuts, dairy, and gluten. We do not recommend our products for individuals with severe allergies. Please check the ingredient list for specific allergens.

Q: How should I store my cookies?
A: To maintain freshness, store your cookies in an airtight container at room temperature. They are best enjoyed within a few days of delivery.

Q: How long can I keep the cookies?
A: To maintain their freshness, we recommend enjoying your cookies within 5 days of delivery. Store them in an airtight container at room temperature. For the best experience, you can always warm them in the oven to enjoy a crisp exterior and a doughy inside. Preheat your oven to 175°C (350°F) and bake for about 5–7 minutes. If you need to keep them longer, you can freeze the cookies for up to 2 to 3 months. When you're ready to enjoy them, bake the frozen cookies directly from the freezer at 175°C (350°F) for about 10–12 minutes or until warmed through to restore their freshness and warmth.

Q: Do you offer lactose-free and gluten-free cookie options?
A: Due to our current production constraints, we are unfortunately unable to provide gluten-free and lactose-free choices at this time. However, Coco is working hard to develop a recipe that will also accommodate those who can enjoy their treats without worrying about allergies.

Q: Do you offer vegan cookie options?
A: We are currently working on vegan cookies. As a starting business, due to the cost efficiency of vegan products, we unfortunately do not offer that at the moment.

Q: Are you planning to introduce any new flavors?
A: Yes, Coco is working hard on formulating new cookie recipes with fun, inspiring, and amazing stories. To stay updated on our latest flavors and offerings, subscribe to our newsletter, Le Gazette. Click here to sign up and be the first to know about our exciting new cookies!

Q: What ingredients are used in your cookies?
A: We take great pride in making our cookies with real, premium ingredients—no artificial flavors or preservatives. The ingredients are stated below for each cookie. Please contact us at info@cococolenco.com if you have any inquiries concerning ingredients or seasonal flavors.

• No. 5 - The Classic: Butter, sugar, flour, salt, eggs, chocolate chips.

• No. 9 - The Young Poet: Butter, sugar, flour, salt, eggs, hazelnuts, milk powder, cornflakes, chocolate chips.

• No. 10 - Me I Amor: Butter, sugar, flour, salt, eggs, chocolate chips, cocoa powder.

• No. 10 - Me I Amor (Valentina's Remedy): Butter, sugar, flour, salt, eggs, chocolate chips, cocoa, chili & lime seasoning.

• No. 9 - Dear Hazara: Butter, sugar, flour, salt, eggs, chocolate chips, pistachios, milk powder, kadaif, vanilla extract, sunflower oil.

4. Subscriptions and Promotions

Q: Do you offer a subscription service for your cookies?
A: Yes, we offer a subscription service through Coco’s Cookie House. By joining, you ensure your cookie jar is always stocked with delicious treats every month—perfect for yourself or as a gift for someone special. As a member, you'll receive early, exclusive access to new cookie flavors, special promotions on merchandise, and holiday specials. Additionally, subscribers who stay with us for a year will receive an exclusive member-only merchandise. Click here to visit our membership page and join the club!

Q: Do you offer promotions or discounts?
A: Yes, we offer promotions and discounts during certain times of the year. To stay updated and receive exclusive deals, sign up for our newsletter and become a Coco Colenco member. For orders of €1,000 or more in cookies, a 10% discount is offered; however, shipping fees are not refundable and cannot be combined with other offers.

5. Events, Customization, and Corporate Gifts

Q: Do you offer cookies for events, parties, or catering?
A: Yes, we provide cookies for events, parties, and catering. We’d be delighted to help you create a special order tailored to your needs. Please note that minimum order quantities apply. For more information and to get started, please visit our events page or email us at info@cococolenco.com.

Q: Can I customize the packaging of the cookies?
A: Yes, we offer customization for cookie packaging. Please note that we require at least one month’s notice for any packaging customization. There will be minimum quantity requirements, and the cost and schedule may change accordingly. Nevertheless, as unforeseen circumstances can arise occasionally, we are always pleased to try and accommodate a shorter window if possible. To discuss your needs, fill out an inquiry form or email us at info@cococolenco.com. Please be aware that customization options are not available during the holiday season.

Q: Do you offer corporate gifts?
A: Yes, we offer corporate gifts tailored to your needs. Whether you're looking to send a thank-you to clients, reward employees, or celebrate special occasions, we can customize your order to fit your requirements. For more information and to get started, please fill out our inquiry form or email us at info@cococolenco.com.

6. Gift Cards

Q: Do you offer gift cards, and how can they be redeemed?
A: Yes, we offer gift cards that make the perfect gift for any cookie lover! Our gift cards can be used for any purchase on our website, including our delicious cookies, treats, and merchandise. To purchase a gift card, visit our gift card page here. Redeeming a gift card is easy—simply enter the gift card code at checkout. Please note that gift cards are final sale. We sell physical gift cards. If you have any questions, please contact us at info@cococolenco.com.

7. Returns and Refunds

Q: What is your return policy?
A: Due to the perishable nature of our cookies, we do not accept returns. However, if you receive a defective or incorrect order, please contact us within 24 hours of delivery for a replacement or refund.

Q: How do I request a refund or replacement for a defective or incorrect order?
A: Please email us at info@cococolenco.com with your order number, a description of the issue, and photos of the defective or incorrect product. We will respond within 1-2 business days to resolve your concern. For detailed information, please refer to our return policy page.

8. Contact Us

Q: Do you have a location or a store?
A: We don't have a physical store yet, but you can order our delicious cookies online through our website. We're always looking for opportunities to expand, so stay tuned for future updates!

Q: How can I get in touch with customer service?
A: You can reach our customer service team via email at info@cococolenco.com.

If you have any other questions, feel free to contact us. We appreciate your business and look forward to serving you delicious cookies.