Shipping policy.

01. Delivery overview

MONO Cookies delivers handcrafted luxury cookie boxes Nationwide. All orders are fulfilled through our shipping partner, Bob Go which connects us with trusted courier services for reliable, trackable delivery to your door.

Delivery options and rates are calculated at checkout based on your address, order size and available courier services.

02. Delivery areas

We offer delivery nationwide through Bob Go's network of courier partners.

We offer complimentary delivery across Johannesburg. If your delivery address falls outside our serviced area, then please use the standard or express delivery options.

03. Estimated delivery times

Delivery timelines are estimates and depend on your location within Gauteng, the courier assigned to your order, and order volumes at the time of purchase.

Delivery timelines begin once your order has been processed and collected by the courier. Weekends and public holidays are not counted as working days.

04. Shipping rates

Shipping rates are calculated at checkout based on your delivery address, parcel size and the available courier options through Bob Go.

Rates are displayed before you complete payment so there are no surprises.

05. Order processing

Orders are processed within 1 to 2 business days after payment is confirmed. Because MONO Cookies products are handcrafted and prepared fresh, please allow time for your order to be carefully prepared before dispatch.

You will receive an email confirmation when your order is placed and a second notification when your order has been dispatched with tracking details.

Orders placed on weekends or public holidays will be processed on the next business day.

06. Courier partners

MONO Cookies uses Bob Go as our shipping platform. The most suitable courier for your Gauteng delivery will be selected based on your address, parcel size and available service levels.

MONO Cookies reserves the right to assign the best courier option for each order.

07. Order tracking

Once your order has been dispatched, you will receive a tracking link via email. You can use this link to track your parcel in real time through Bob Go's tracking portal.

If you have not received a tracking notification within 3 business days of placing your order, please contact MONO Cookies.

08. Perishable product handling

MONO Cookies products are food items. While our packaging is designed to keep your cookies fresh and protected during transit, please note the following:

• Please inspect your order upon delivery.
• Store your cookies according to the guidance provided on the packaging or website.
• MONO Cookies cannot be held responsible for product quality if delivery is delayed due to incorrect address details, failed delivery attempts, or late collection from a pickup point.

09. Failed deliveries

Customers are responsible for providing accurate and complete delivery details at checkout. MONO Cookies will not be responsible for failed or delayed deliveries caused by:

• incorrect or incomplete address;
• recipient not available at the delivery address;
• incorrect contact number;
• restricted access to the delivery address;
• uncollected parcels from pickup points or lockers.

If a delivery fails due to incorrect customer information, additional delivery charges may apply for redelivery.

10. Damaged or incorrect orders

If your order arrives damaged, tampered with, or incorrect, please contact MONO Cookies as soon as possible.

When reporting a delivery issue, please include:

• your full name;
• order number;
• clear photos of the packaging and product;
• a brief description of the issue.

Claims must be submitted within 48 hours of receiving your order. Claims without photographic evidence may not be accepted.

MONO Cookies will review each case and, where appropriate, offer a replacement, partial refund, full refund or store credit.

11. Gifting deliveries

MONO Cookies is designed for gifting. You can place an order for someone else and enter the recipient's delivery address at checkout.

Please ensure the recipient's name, address and contact number are correct. MONO Cookies is not responsible for delivery issues caused by incorrect recipient information or the recipient being unavailable.

12. Delivery delays

While we work closely with our courier partners to ensure timely delivery, delays may occasionally occur due to:

• high order volumes during launch drops or seasonal periods;
• courier capacity or route delays;
• weather conditions;
• public holidays;
• load shedding or infrastructure disruptions;
• other circumstances beyond our control.

MONO Cookies will do its best to keep you informed if your order is delayed. Estimated delivery times are not guaranteed and are provided as a guide only.

13. Contact

For any delivery-related questions, tracking issues or shipping enquiries, please contact MONO Cookies through:

• the contact form on our website;
• email: hello@monocookies.co.za;
• Instagram: @monocookiesza.