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FAQ

General Questions/Product Inquiries :

What makes Eleni's so unique?

Eleni's signature baked goods are made completely by hand. They are the product of hours upon hours of brainstorming, imagining; designing and redesigning; carefully hand-cutting and hand-icing layers upon layers of intricate colors and textures; fitting each puzzle-piece-like shape into our signature gift packaging to ensure perfection upon arrival. No conveyer belts, no automated decorating, no mass production. It's all done the old fashioned way, one cookie, one brownie, and one cupcake in a jar at a time. Our nut free bakery, personalized cupcakes, and custom Conversation Cookies™ are just a few of the things that’s makes us unique. Our products can be purchased through our website or in our store in the Chelsea Market.

What is the shelf life of your products?

Our custom hand-iced sugar cookies, Picture Perfect™ cookies, and Color Me! cookies have a shelf life of 2-3 months when left in our packaging. They will remain fresh up to 6 months if frozen; simply bring to room temperature a few hours before consuming. Freezing our Picture Perfect™ Cookies may cause smudging in the ink, so please freeze with caution.

Our Cupcakes and Cupcakes in a Jar should be eaten within 24 hours of delivery for ideal freshness, however they can continue to be enjoyed for several days after receipt. Simply refrigerate, and then bring back to room temperature a few hours before serving.

Our Crisp Cookie Collection have a shelf life of 5 months when left in the packaging.

Our brownies have a 2-week shelf life when left in packaging.

Can I refrigerate or freeze my baked goods to enjoy at a later date?

If not enjoyed immediately, our cookies, cupcakes, and brownies can be kept fresh in the freezer for up to 6 months. Simply bring the baked goods back down to room temperature a few hours before serving. Please keep in mind that we do not suggest refrigerating our cookies, as that can cause a change in consistency.

I see that you're a nut free bakery. What does this mean?

We take pride in our completely Nut-free facility. In August 2010, we cleaned our plant of all peanut, tree nut and coconut products, including seeds. We are proud to be a completely peanut and tree nut free dedicated facility. Read more about our Nut-Free Promise.

And you're kosher too?

Yes! All baked goods produced at our Cookie Headquarters are OU Kosher Certified, manufactured under the supervision of the Kasruth Division of the Orthodox Union.

What gluten-free products do you offer?

We do not have a certified gluten free kitchen and therefore, we cannot guarantee safety for those with Celiac Disease.

Are your products all natural?

Our Chocolate Chip, Oatmeal Chocolate Chip, Ginger Snappy, and Pink Sugar cookies from our Crisp Collection are completely all natural.

Sugar Free? Dairy Free?

At this time, all of our baked goods are made with milk and sugar, therefore, are not safe for those with sensitivities to these ingredients.

Ordering:

Can I customize my own cookies?

Yes! You can absolutely customize your own cookies. With an order minimum of 12 cookies, and the proper lead time, we can make just about any cookie you can imagine. We offer Picture Perfect cookies, where we can place an actual photo on the cookies, as well as customizable hand-iced sugar cookies- both absolutely delightful. Simply contact us via chat, email or phone, and we would be more than happy to answer any questions and assist with placing your order.

How do I place an order?

You can place an order directly through our website or call us at (888)4ELENIS.

How far in advance should I place my order?

At Eleni's, we're happy to offer you the opportunity to buy now and ship later. You can order any of our active pre-designed items and any custom designs as early as you would like for future shipment. Just be sure to let us know when placing the order.

Do you offer gift cards?

Unfortunately, we do not offer gift cards at this time.

How do I know if something I purchased is on back order?

If one of our items is on back order, the product page will note the lead time for the next available shipment. If we will not be producing any more of that particular item, the product page will include an "Out of Stock" notice or will no longer be available for purchase. As always, if you have any questions, regarding availability, simply contact us at (888)4ELENIS or support@elenis.com for further information

Is there an order minimum?

For customized cookies, we have an order minimum of 12 cookies per style. For customized cupcakes, we have an order minimum of 6.

Is there sales tax?

There are no sales tax on our baked goods.

How many cookies should I serve per person?

The catering rule of thumb is 2-3 cookies per person, depending on what other desserts are being served. If it is only our cookies, we recommend serving a higher quantity. If the cookies are to augment ice cream and cake, you'll only need a few to jazz up your dessert table.

What forms of payment are accepted?

We accept all major credit cards including: Visa, MasterCard, American Express, and Discover. Our Chelsea Market store also accepts cash.

I already placed my order. Can I change part of it, such as the delivery date, delivery address, product or gift message?

Once the order is in the production stage, we are unable to make changes to the order. Simply reach out to us via phone or email and we would be happy to check if changes are possible at the time of your call.

Can I cancel my order?

As long as your order has not yet been shipped from Cookie Headquarters, and it is not a customized order, we can cancel your order. Please note that custom orders must be cancelled with a minimum of 48 hours before shipping.

Can Eleni's assist with business gifts and large orders?

We specialize in designing Custom Business Gifts. Give us a call at (888)4ELENIS and a Cookie Consultant will work with you on creating the perfect treat for your clients or employees.

Can Eleni's place a photograph or corporate logo on a product?

Definitely. We can add your photo, logo or graphic to our cupcakes or sugar cookies using food-safe edible ink. You can either upload your graphic online and place the order or you can email your logo as a jpeg attachment at a resolution of 300 dpi to sales@elenis.com. As always, please reach out to us via email, chat or phone with any questions you may have, and we would be more than happy to talk it over with you.

Shipping:

Can all of your items ship?

We can ship all of our items via UPS, except for our cupcakes and cakes. We do deliver cupcakes via messenger service in the New York City area, depending on location. Please note, additional fees may apply. As always, you may pick up your order from our Chelsea Market location or at our Cookie Headquarters located in Long Island City.

Can I ship to multiple addresses?

Absolutely. Please call a Cookie Consultant at (888)4ELENIS and we will be happy to help you. Additional shipping rates may apply.

Can I ship one party favor to 100 different friends or business associates?

It would be our pleasure! Please contact a Cookie Consultant at (888)4ELENIS for more details. Please note, additional shipping rates will apply.

How can I check the status of an order?

If you are having your order delivered via UPS, you will receive a tracking number via email as soon as it ships. For any other tracking inquiry, please call a Cookie Consultant for all other inquiries at (888)4ELENIS from 8am – 6pm Monday through Friday.

How will I know that my order went through?

After you hit the PAY button in your checkout process, a confirmation page will appear with your order number. You should receive an email confirmation shortly. If you do not receive an e-mail confirmation, your order has not gone through with Elenis.com. As always, feel free to reach out to us with any questions or concerns.

What is Flat Rate Shipping?

Our standard flat rate shipping is UPS Ground shipping method available for $9.95 per order. Please note, when selecting this option that your delivery date is not guaranteed and not all items can be sent UPS Ground.

What is your return policy?

We guarantee that you will be delighted with the taste, freshness, quality, artisanship and presentation of our cookies and baked goods. If you are not satisfied with your purchase, please call our customer service line at (888)4ELENIS and we will be happy to work with you to correct the issue in whatever way we can!

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