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Frequent Asked Questions
General
A: When you arrive to pick up your order at Shantilly Sweets, our friendly team will personally show you the items to ensure you are completely satisfied before we carefully box your order and hand it to you. Please note that due to the perishable nature of our products, we are unable to offer refunds or exchanges once your order has left our store. This policy helps us maintain the highest quality and freshness for all our customers.
If you need to modify or cancel an order, please contact us through the Contact Us page on our website or call us during business hours. We will do our best to accommodate your request.
To be eligible for changes or cancellations, requests must be made at least 48 hours before your scheduled pickup, delivery, or shipping date. Once production of your order has begun, we are unable to make changes, modifications, cancellations, or issue refunds, as our desserts are made fresh to order
Shantilly Sweets currently ships within the United States only. Orders are baked fresh and shipped Tuesday through Thursday to help ensure the best possible quality upon arrival.
Orders placed after 1:00 PM CST on Thursday, as well as orders placed Friday through Monday, will be prepared and shipped the following Tuesday, excluding holidays.
Customers are responsible for providing accurate and complete shipping information. Shantilly Sweets is not responsible for delays, lost packages, or delivery issues resulting from incorrect or incomplete addresses. Any package returned due to an incorrect address will require additional shipping charges before it can be reshipped.
Once a package has been accepted by the carrier and marked as delivered, Shantilly Sweets is not responsible for lost, stolen, or misplaced packages. We recommend monitoring tracking information and retrieving packages promptly upon delivery.
While we strive to ensure timely delivery, shipping carriers may experience delays due to weather conditions, holidays, high shipping volumes, or other circumstances beyond our control. Delivery dates are estimates only and are not guaranteed. Shantilly Sweets is not responsible for delays caused by shipping carriers or unforeseen events during transit.
All Shantilly Sweets products are made in a kitchen that handles common allergens, including wheat, milk, eggs, soy, peanuts, and tree nuts.
Our cookies contain gluten, and select flavors may contain nuts or nut-based ingredients. While we take precautions to minimize cross-contact, we cannot guarantee that any product is completely free of allergens.
If you have a food allergy or sensitivity, please carefully review product ingredients before placing your order and contact us with any questions
Due to the perishable nature of our baked goods and desserts, Shantilly Sweets does not accept returns, exchanges, or refunds once an order has been picked up, delivered, or shipped.
Because we cannot control the handling, storage, or transportation of products after they leave our possession, All Sales Are Final. We take great pride in the quality of our products and carefully inspect each order before it leaves our bakery.
If you experience an issue with your order, please contact us within 24 hours of receiving it, and we will review the situation to determine an appropriate resolution.
Our cookies are baked fresh and made without unnecessary preservatives. Each cookie is individually heat-sealed to lock in freshness and flavor.
For the best experience, enjoy your cookies within 14 days of receiving them. If you don't plan to eat them within that time, we recommend placing them in the freezer upon arrival, where they'll stay fresh for up to 30 days.
When you're ready to enjoy them, simply follow the reheating instructions included in your box
Frequently asked questions
General
A: When you arrive to pick up your order at Shantilly Sweets, our friendly team will personally show you the items to ensure you are completely satisfied before we carefully box your order and hand it to you. Please note that due to the perishable nature of our products, we are unable to offer refunds or exchanges once your order has left our store. This policy helps us maintain the highest quality and freshness for all our customers.
If you need to modify or cancel an order, please contact us through the Contact Us page on our website or call us during business hours. We will do our best to accommodate your request.
To be eligible for changes or cancellations, requests must be made at least 48 hours before your scheduled pickup, delivery, or shipping date. Once production of your order has begun, we are unable to make changes, modifications, cancellations, or issue refunds, as our desserts are made fresh to order
Shantilly Sweets currently ships within the United States only. Orders are baked fresh and shipped Tuesday through Thursday to help ensure the best possible quality upon arrival.
Orders placed after 1:00 PM CST on Thursday, as well as orders placed Friday through Monday, will be prepared and shipped the following Tuesday, excluding holidays.
Customers are responsible for providing accurate and complete shipping information. Shantilly Sweets is not responsible for delays, lost packages, or delivery issues resulting from incorrect or incomplete addresses. Any package returned due to an incorrect address will require additional shipping charges before it can be reshipped.
Once a package has been accepted by the carrier and marked as delivered, Shantilly Sweets is not responsible for lost, stolen, or misplaced packages. We recommend monitoring tracking information and retrieving packages promptly upon delivery.
While we strive to ensure timely delivery, shipping carriers may experience delays due to weather conditions, holidays, high shipping volumes, or other circumstances beyond our control. Delivery dates are estimates only and are not guaranteed. Shantilly Sweets is not responsible for delays caused by shipping carriers or unforeseen events during transit.
All Shantilly Sweets products are made in a kitchen that handles common allergens, including wheat, milk, eggs, soy, peanuts, and tree nuts.
Our cookies contain gluten, and select flavors may contain nuts or nut-based ingredients. While we take precautions to minimize cross-contact, we cannot guarantee that any product is completely free of allergens.
If you have a food allergy or sensitivity, please carefully review product ingredients before placing your order and contact us with any questions
Due to the perishable nature of our baked goods and desserts, Shantilly Sweets does not accept returns, exchanges, or refunds once an order has been picked up, delivered, or shipped.
Because we cannot control the handling, storage, or transportation of products after they leave our possession, All Sales Are Final. We take great pride in the quality of our products and carefully inspect each order before it leaves our bakery.
If you experience an issue with your order, please contact us within 24 hours of receiving it, and we will review the situation to determine an appropriate resolution.
Our cookies are baked fresh and made without unnecessary preservatives. Each cookie is individually heat-sealed to lock in freshness and flavor.
For the best experience, enjoy your cookies within 14 days of receiving them. If you don't plan to eat them within that time, we recommend placing them in the freezer upon arrival, where they'll stay fresh for up to 30 days.
When you're ready to enjoy them, simply follow the reheating instructions included in your box
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