FREQUENTLY ASKED QUESTIONS

Shipping

Where do you deliver?

Currently Victoria only. As Butterbings are perishable, we're super conscious that your Bings need to arrive in a timely manner for to enjoy. Due to significant delays at distribution centres nationwide, we're restricted to VIC delivery only at this time. Watch this space, as soon as we can deliver Australia wide - we will!

How much is delivery?

Free for orders over $39 and a $15 charge for orders under $39.

How are the Butterbings packaged?

The Butterbing team will pack up your order in our lovely gift pack and pack it with an ice pack and safety wrapping so it arrives to you in perfect condition.

Can I track my order?

Your order is shipped by a local courier and therefore tracking is not available. Feel free to contact orders@butterbing.com.au if you are having any issues.

How long will my order take to arrive?

To keep your order fresh, we use express freight services. We limit our dispatch days from Monday to Thursday to ensure your parcel arrives before the weekend.

If you placed your order on a Thursday, we'll run around like mad women and do our best to get your order dispatched the same day.

Orders received after the courier pickup on Thursday will be dispatched the following Monday and will arrive 1-3 days later.

What if I’m not home to receive my delivery?

We recommend that you have your Butterbings delivered to a location where someone can look after them – like an office or workplace.

Butterbings are temperature-sensitive. All packages are sent with foil liners and ice packs to manage any heat exposure as much as possible, but unfortunately, we cannot take responsibility for any melting or spoilage.

If someone is not there to accept the product, the delivery drivers have authority to leave your order at the delivery address if there is a safe and secure place to do so.

My item arrived damaged! What can I do now?

We're here to help! Please email orders@butterbing.com.au within 48 hours of delivery with a photo of the damage, and we will quickly find a resolution.

Product Questions

Where are Butterbings made?

All our cookies are meticulously made by our baking team at Butterbing HQ in Melbourne.

Storage instructions and Shelf Life

Freeze them on arrival for up to 8 weeks. Otherwise they have a 5 day shelf-life from thaw. Make sure to store defrosted Butterbings in the fridge overnight, in an airtight container.

How long do they take to defrost?

About 30 minutes depending on the temperature/bit faster in Summer. You can also move the box to the fridge the night before to defrost.

Do you offer customised cookies?

Due to increased demand for our cookies, we unfortunately do not offer custom cookies.

Ordering

How many cookies can I order?

As many as you like - totally your bings!

Has my order gone through successfully?

Once your order has been placed you will receive a confirmation email with details of your order and an order number. This confirmation email will be sent to the email address used to place the order.

Can I change or cancel my order once I've placed it?

As our kitchen starts processing orders immediately, we are not able to make any changes or cancel orders once they are placed.

I want to buy a specific flavour (i.e. Musk Stick, Nutella Donut) - why isn't it online?

One of the exciting things about our online store is that along with our standard flavours (Salted Caramel, Vanilla Bean, Nutella, Peanut Butter, Birthday Cake, Cookie Dough), we release new Flash Flavours every 2 weeks. Sign up to our newsletter to be the first to hear about new Flavours as they are released.

Can I buy cookies and send them as a gift?

Absolutely. Just make sure you enter the details of who you are sending the gift to during the checkout process.

Can I include a gift note?

Sure, please leave a comment as you check out, and we'll write a note for you.

Can I buy a single flavour in bulk (wrapped)?

Not yet, but watch this space.

How do I contact Butterbing?

You can contact Butterbing on 1300 796 652 or orders@butterbing.com.au.

Can I order by telephone?

No. Sorry. All orders are processed through our online store.

Allergy & Ingredients

What are the ingredients in the cookies?

See the product description of each product for ingredients and allergen information.

Are Butterbings Halal?

No, Butterbings are not Halal certified as they contain Vanilla Extract.

Are Butterbings gluten-free?

Yes. All of our cookies are gluten free. We use gluten free ingredients only and there are no other products made on site that contain gluten.

Are Butterbings nut-free?

Trace amounts of nuts may be present in all flavours. The brownie cookie recipe does not use nuts, but some of our buttercream recipes do. Nuts are present in our kitchen, particularly peanuts and hazelnuts.

Do Butterbings contain raw eggs?

No. All eggs used in Butterbings are cooked.

Do you use free range eggs?

Yes!

Dietary restrictions

If you have a specific ingredient concern, please let us know and we can advise if the product contains the ingredient and also offer you alternative products that may suit your needs better.