Order Policy

Thank you for choosing By the Brook Creations to help celebrate your special moments. As a small home-based business, each order is carefully planned and handcrafted. Please read the following policies before placing your order. 

Orders and Availability

Orders can be placed through the website enquiry form or by ordering online through the checkout. You may also contact us by direct message where applicable.

Due to the handmade nature of our cookies and cupcakes, limited orders are accepted each week. Early booking is recommended, particularly for custom designs and larger orders. 

Your order is not confirmed until payment or deposit has been received. 

Processing Time

All items are handmade to order.

Processing time is typically 3–7 business days, depending on the product and current order volume. Custom or personalised items may require additional time.

If you need your order by a specific date, please contact us before ordering and we will do our best to accommodate.

Deposits and Payments

A 50% non-refundable deposit is required to secure all custom orders. 

Your booking date will remain available to other customers until the deposit has been paid. 

The remaining balance must be paid prior to pick up. 

Failure to complete payment by the due date may result in a delay of pick up of your order. 

Personalised & Custom Orders

Many of our items can be customised or personalised.

Please ensure all Names, Dates, Spellings, Colours are checked carefully before submitting your order, as we will produce items exactly as entered.

Personalised items cannot be refunded or exchanged unless they arrive damaged or incorrect due to our error.

Order Changes

Changes to designs, quantities or collection dates must be requested as soon as possible. 

While we will always try to accommodate adjustments, changes cannot be guaranteed once your order is confirmed, particularly close to the event date. 

Design Disclaimer

Each item is handmade and therefore small variations in colour, design and finish may occur.

Reference images are used as inspiration and while we aim to match designs closely, exact replication cannot be guaranteed.

Cancellations

Please refer to our Refund Policy page. 

Pick up

Orders are pick up only from our registered home kitchen.

The pick up address and collection window will be provided prior to collection. 

Once your order has been collected, By the Brook Creations is no longer responsible for damage caused during transport and storage. 

Care Instructions

Care instructions may vary depending on the product. Please follow any care instructions provided to ensure your item stays in the best condition.

Improper care may affect the longevity of handmade products.

Allergens

Our products are made in a kitchen that handles common allergens including gluten, dairy, eggs and nuts. 

While care is taken during preparation we cannot guarantee allergen-free products.

Our Gluten-free products are handled with care and a reduced risk to cross contamination. 

Customers with severe allergies should take this into consideration when ordering. 

Photography

From time to time, we may photograph orders for use on our website or social media. If you prefer your order not to be photographed, please let us know. 

We take care not to post any of your orders photographs before your event. 

We encourage you to take photographs of your order at your event and love to see them out "in the wild" be sure to tag us. If you tag @the.walton.home you will receive 15%off your next order!

Thank you for supporting By the Brook Creations. We are honoured to be part of your celebrations.