Shipping policy
*Attention!
Please double-check your address before placing your order. To cancel your order or change shipping address please email or contact us at hey@bytoughandcookie.com within 24 hours. If your order has been shipped after contacting us we would not be able to change or re-ship your order and a refund will not be given.
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Currently shipping to: Australia, Brunei, Hong Kong, Indonesia, Japan, Malaysia, Nepal, New Zealand, Philippines, Singapore, South Africa, South Korea, Switzerland, Thailand, and United Kingdom.
If your country isn't listed above, you may contact us at hey@bytoughandcookie.com and we will assist you accordingly. •ᴗ•
Shipping Rates :-
Brunei - B$4.00 (flat rate, trackable)
Malaysia and Singapore - B$13.00 (base rate, tracking)
Indonesia, Philippines, Thailand - B$24.00 (base rate, tracking)
Australia, New Zealand, HK, Japan, South Korea, Nepal - B$37.00 (base rate, tracking)
Switzerland, UK, South Africa - B$46.00 (base rate, tracking)
Estimated Shipping Time :-
Brunei - 2 to 4 working days.
All other countries - 10 to 20 working days.
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Processing Time :-
All orders are processed and shipped from Brunei within 2-3 business days.
Tracking Order :-
Once shipped we will email you your order’s tracking number. Please use the tracking number provided to check the current status of your order. We are not responsible for any delays due to customs. If you require further assistance, please contact us at hey@bytoughandcookie.com.
Customs and Import Tax :-
Customers are responsible for any customs and import tax. If you deny paying said taxes you will not get a refund for your order, as the items do not get sent back to us.
Lost Shipment :-
In the rare case of lost delivery, we will investigate the matter thoroughly. Unfortunately we do not offer refunds, however, depending on the case, we will offer to re-ship your order.
Feel free to contact us here if you have other questions.
Thank you for shopping with us!