Policy

Terms & Conditions

Last updated: 2 November 2026

These terms apply when you order from Cookie Monster LK ("we", "us") through www.cookiemonster.lk, our chat assistant, WhatsApp, Instagram or by phone. By placing an order you agree to them. Please read them together with our Returns, Refunds & Cancellations policy and our Privacy Policy.

1. About us

Cookie Monster LK is a home-based bakery at 288/12 Temple Road, Kalubowila, Dehiwala-Mount Lavinia, Sri Lanka. Everything is handmade in small batches in our home kitchen.

2. Placing an order

• An order placed on the website or by chat is a request. It becomes a confirmed order when our team confirms it with you on WhatsApp or by phone.
• We may decline an order, for example if we are fully booked, an ingredient is unavailable, or a design request is not something we can make.
• Please check your order details before confirming: items, date, time, address and any cake message. We make the order exactly as confirmed.
• Some items have minimum quantities: single cookies at least 2 pieces, donuts at least 4 pieces, mixed flavours allowed. The website shows these.

3. Prices and payment

• Prices are in Sri Lankan Rupees (LKR) as shown on the website when you order. Delivery fees are not included; we tell you the fee when we confirm the order.
• Prices may change from time to time, but we always honour the price of an order we have already confirmed.
• You can pay by card online through PayHere, by bank transfer, or in cash on pickup or delivery, as agreed when we confirm.
• Custom cakes, large orders and orders for busy dates may need an advance payment before we start. We will tell you the amount when we confirm.
• Card payments are processed securely by PayHere. We never see or store your card details.

4. Pickup and delivery

• Pickup is from our Dehiwala-Mount Lavinia kitchen at the agreed time. We share the exact location on WhatsApp.
• We deliver with our own riders or delivery partners, same day around Colombo, and by courier island-wide for items that travel well. Delivery times are estimates; we will keep you updated if there is a delay.
• Please give a correct address and a phone number that will answer. Someone must be available to receive the order. If a delivery fails because nobody is available or the address is wrong, a second delivery may cost extra.
• Once the order is handed to you, or to the person you nominate, you are responsible for carrying and storing it safely. Cakes travel best flat, in a cool car, out of direct sun.

5. Custom and celebration orders

• Everything is handmade, so colours, piping, toppings and shapes may differ slightly from photos or the reference pictures you send. Reference pictures are a guide, not an exact copy.
• We may decline designs that copy other businesses' trademarks, characters or logos, or anything offensive.
• Please give us enough notice, usually at least 3 days for custom cakes. Rush orders are accepted only if we have the time.
• Design changes are possible until we confirm the final design. Later changes depend on how far we have got, and may cost extra.

6. Allergies and dietary needs

Our kitchen handles wheat (gluten), eggs, milk, tree nuts, peanuts, soy and sesame. Even when a product doesn't contain an allergen, we cannot guarantee it is free from traces. Please tell us about any allergy before you order, and do not order if a trace could harm you. We are happy to tell you the ingredients of any item on WhatsApp.

7. Storage and freshness

Our products are fresh and have no preservatives. Enjoy them within the time we recommend: cookies, brownies and donuts are best within 2 days, and cakes with fresh cream or ganache should be refrigerated and eaten within 2 to 3 days. Follow the reheat guide on our website for the best cookies. We are not responsible for quality problems caused by storage different from our advice.

8. Cancellations, problems and refunds

Our Returns, Refunds & Cancellations policy explains cancellations, how to report a problem with an order, and how refunds work.

9. Photos of your order

We love sharing our bakes. We may post photos of the products we made for you on our website and social media, without your name, address or other personal details. If you would rather we didn't, for example for a surprise, just tell us.

10. Our responsibility

We take care to make safe, high-quality food and to deliver on time. If something we are responsible for goes wrong, we will put it right as our refund policy explains. As far as the law allows, our total responsibility for any order is limited to the price you paid for it. We are not responsible for delays or failures caused by events outside our control, such as severe weather, road closures, power or gas cuts, or the actions of delivery and payment providers. Nothing in these terms limits your rights under Sri Lankan consumer law, or our responsibility for injury caused by our negligence.

11. Website and content

The text, photos, logo and designs on this website belong to Cookie Monster LK. Please don't copy them for commercial use without our permission. Product photos show typical examples; actual items may look slightly different.

12. Changes to these terms

We may update these terms from time to time. The version on this page when you place your order applies to that order.

13. Governing law

These terms are governed by the laws of Sri Lanka, and the courts of Sri Lanka have jurisdiction over any dispute. We'd always rather sort things out with you directly first, so please contact us.

14. Contact

Cookie Monster LK · 288/12 Temple Road, Kalubowila, Dehiwala-Mount Lavinia, Sri Lanka
Phone and WhatsApp: +94 77 352 8700 · Instagram: @cookie.monster.lk

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