Refund policy

We guarantee that you will be delighted with the taste, freshness, quality, artisanship and presentation of our cookies. If you are not satisfied with your order, it arrives damaged, or incorrect in any way we will work to resolve this for you. Our Cookie Concierge team is available from 9am – 6pm ET Monday – Friday to assist you. Please call us at (929)-706-8100 or email us and we will be happy to work with you to correct the cookie-issue.

Eleni's NYC does not accept returned cookies, with the exception of an order arriving damaged or incorrect.  Refunds and returns are evaluated on a case-by-case basis, and Eleni’s reserves the right to limit replacements. Customers with any disputes or issues regarding an order must notify Eleni’s within 24 hours of receiving the package. Customers must also provide a photo of any disputed cookies or products. Eleni’s does not refund shipping nor rush fees under any circumstance.

Our guarantee extends only to correctly addressed orders. Unfortunately, we cannot guarantee the condition of the package if the carrier must reroute your order. Eleni’s cannot be responsible for the condition of orders that are not able to be delivered on the first attempt. Eleni’s cannot be held responsible for orders that you have updated or revised through any customization options with a carrier.  Eleni's does not accept, returns nor extend refunds for orders that have been delayed by the carrier. Eleni’s must be alerted of all disputes with the shipping carrier within 24 hours.

I ALREADY PLACED MY ORDER. CAN I CHANGE PART OF IT, SUCH AS THE DELIVERY DATE, DELIVERY ADDRESS, PRODUCT OR GIFT MESSAGE?

Please call us immediately at (929)-706-8100 or email and we will be happy to check if changes are possible at the time of your call. Once an order is in production, changes to that order cannot be made. We are happy to make an address, delivery date or gift message change, as long as your order has not left our bakery.

CAN I CANCEL MY ORDER?

We are unable to cancel orders that have either shipped and left our cookie HQ, or are custom and already baked/decorated or in the process of being packaged. Should you have any further questions, please contact our Cookie Concierge Team at sales@elenis.com.