Frequently Asked Questions
Brand
Who is Cookies Palace?
We're a proudly Australian and family-owned business. With over 30 years of combined experience, we know how to make great food! We specialise in tasty, ready-to-eat food products, and are on a mission to serve everyone in all the corners of Melbourne.
We’re super passionate about food, and excited to share our foodie background with you all.
How come I have never heard of your catering products before?
We're a proudly Australian and family-owned business. With over 30 years of combined experience, we know how to make great food! The majority of the last 30 years of our business, we have focused on providing delicious ready-to-eat products to businesses like cafes, supermarkets, and other retailers.
With the aftermath of COVID, we have decided to explore the catering market as people finally return to the office and the new “normal”. We know many are eager to get back into day to day life, and a part of that is corporate events, socials, and luncheons. What better way to get back to socialising than with some delicious, portable products that everyone will love?
Please email us at care@cookiespalace.com.au if you have any queries. We’ll be happy to serve you!
Where does your food come from?
All the products are made in-house to ensure quality and freshness. We source our ingredients from local Australian suppliers and work hard to give our customers a happy and delicious experience.
What sustainability practices do you follow?
We’re committed to being a sustainable and eco-friendly business. Our electricity provider is 100% Carbon Neutral. For our delivery boxes, we have an in-house recycling program, where we use boxes given by suppliers to deliver products, reducing wasted cardboard.
Furthermore, any delivery boxes that are not from the recycling program, are made of 100% recycled material. We’re serious about making a difference, and the practices we follow reflect this.
Product
I’m not sure if your platters suit my event. Can you help?
If you have any doubt, don’t hesitate to send us an email at care@cookiespalace.com.au or use our website live chat and we’ll reach out to you ASAP.
Are the platters environmentally friendly?
For our delivery boxes, we have an in-house recycling program, where we use boxes given by suppliers to deliver products. Furthermore, any delivery boxes that are not from the recycling program, are made of 100% recycled material.
What products do you guys offer?
We offer catering products such as wrap and sandwich platters, you can find them here. If you have any concerns about what would be best for your event, don’t hesitate to email us at care@cookiespalace.com.au or use our website live chat.
We also offer a prepackaged line of products that are retail-ready with labels containing allergen information, nutrition panels, use by dates and barcodes, stocked in the best retailers across Melbourne. You can take a look at our products here.
What is included in your catering products?
Items such as cutlery, glassware, and cups do not come standard with regular catering orders. Please get in touch with us though and we’ll do our best to help.
How are the catering platters presented?
Our sandwich and wrap platters are presented neatly in a catering box for convenience. The sandwiches are cut into quarters and the wraps are cut into halves. These are ready to be served to your guests, whether in a meeting room or at a luncheon. See our platters page for some photos.
Dietary Requirements
Do you offer Vegetarian / Vegan options?
We do offer vegetarian options for the sandwiches, wraps and a vegan option for the sushi. Please note that these products are made in a facility where non plant-based items are also made.
You can find a list below of our Vegetarian (lacto-vegetarian) and Vegan (dairy and egg free) options:
Vegetarian options
- Vegetarian Sandwich - White Bread
- Vegetarian Sandwich - Wholemeal Bread
- Vegetarian Sandwich - Multigrain Bread
- Vegetarian Wrap
Vegan options
- Vegan Sushi
Do you offer Pescatarian options?
Our products are made in a facility where there is meat produce, however we have sushi options that do not contain any meat ingredients.
You can find a list below of our Pescatarian options(containing egg / dairy ingredients):
Sushi
- Avocado
- California
- Cooked Tuna
- Crispy Prawn
- Smoked Salmon
- Vegan
Do you offer Dairy Free options?
Our products are made in a facility where there is dairy, however we have sandwich and sushi options that do not contain any dairy ingredients.
You can find a list below of our Dairy Free options:
Sandwiches (all bread options):
- Egg Salad
- Tandoori Chicken
- Tuna Salad
Sushi Rolls
- Avocado
- California
- Cooked Tuna
- Crispy Chicken
- Crispy Prawn
- Smoked Salmon
- Teriyaki Chicken
- Vegan
Do you offer Nut Free options?
Our products are made in a facility where there are nuts, however most of our products don’t contain any nut ingredients. The only product containing any nuts is our Peanut Cookie.
Do you offer Gluten-Free options?
Our products are made in a facility where there are gluten products, however we have certain sushi varieties that don’t contain any gluten ingredients. Please note that we are not yet certified, meaning despite our best efforts, it’s possible there is some cross-contamination during preparation.
Do you offer Halal options?
While we do not have halal certification, all our chicken-based products are sourced (either directly or indirectly) through suppliers with halal certification.
Do you label and provide allergen information on your products?
For our pre-packaged retail-ready products, they are barcoded and labelled with ingredients, allergen information, use by dates and nutrition panels.
Our catering platters are clearly labelled with the product name. For ingredient and allergen information or other enquiries, please look on the relevant product page on our website or get in touch with us and we’ll happily advise you.
Order
How do I place an order?
Online
- Select the items, quantities, and delivery date you want. Click ‘Add to Cart’
- When you have finished adding to cart, click the bag icon in the top right
- Finalise your order details and we will confirm it and deliver it to you
- Send enquiries and orders to care@cookiespalace.com.au
When can I place an order?
You can place an order through our website or send us an email anytime. Please note, we have order cutoff times as follows:
- Latest by Monday 4pm for delivery on Wednesday.
- Latest by Wednesday 4pm for delivery on Friday.
- Latest by Friday 4pm for delivery on the following Monday.
What is the minimum order amount?
There is no minimum order amount. For orders under $150, there is a flat delivery fee of $16.50.
Do you do same day orders?
Unfortunately, we do not offer same day orders at the moment. We deliver only on Mondays, Wednesdays, and Fridays. Our order cutoff times are as follows:
- Latest by Monday 4pm for delivery on Wednesday.
- Latest by Wednesday 4pm for delivery on Friday.
- Latest by Friday 4pm for delivery on the following Monday.
Payment
What payment options do you accept?
We accept American Express, Apple Pay, Google Pay, Mastercard, Paypal, Shop Pay, and VISA. Our online store is also 100% PCI compliant, and makes use of the latest security technology, ensuring all your personal information is protected.
Delivery
What days do you deliver?
We deliver on Mondays, Wednesdays and Fridays.
Deliveries arrive between 7am - 6pm.
Please see below for our order cutoff times.
- Latest by Monday 4pm for delivery on Wednesday.
- Latest by Wednesday 4pm for delivery on Friday.
- Latest by Friday 4pm for delivery on the following Monday.
How will my goods be delivered?
We use cold-freight to ensure your goods arrive as fresh as possible.
Please be advised that your order may arrive in boxes marked without our branding, as part of our cardboard upcycling initiative. You can identify it is from us based on the shipping label.
Can I pick up my order from your location?
Unfortunately at this time, we are not able to accommodate order pickups.
Can I pick a time slot for my delivery?
We currently are not able to provide time slot selection for deliveries.
Deliveries arrive between 7am - 6pm.
Will I receive a packing slip / receipt with my delivery?
In the spirit of being more eco-friendly, we will not include paper-based packing slips or receipts in your order.
Please reach out to us to obtain a digital PDF copy of your invoice.
When can I expect my order to arrive?
Deliveries arrive between 7am - 6pm on the day.
Do you charge a delivery fee?
We make use of cold-chain logistics couriers to protect our products during transport and ensure our food arrives to you as fresh as possible.
To support this, we charge a fee of $16.50 for all orders. For orders above $100, we offer free delivery.
Refunds
What is your refund policy?
You can read our refund policy here. If you have any queries or concerns, don’t be afraid to reach out via email at car care@cookiespalace.com.au or use our website live chat.