Refund policy
RETURN AND REFUND POLICY
Last updated: September 1, 2026
Promises From Heaven is operated by Promise Cookies LLC.
FOOD PRODUCTS — ALL SALES FINAL
Because we sell edible food products, all food-product sales are final for food-safety reasons. We cannot accept returns or exchanges, including unopened products. Please do not mail food products back to us.
This policy does not limit refunds, replacements, or other remedies required by applicable law.
DAMAGED, INCORRECT, INCOMPLETE, OR DEFECTIVE ORDERS
Please inspect your order when it arrives. Contact us within seven days of delivery if your order:
• Arrives damaged
• Contains the wrong product
• Is missing an item
• Has another product-quality issue
Email hello@promisesfromheaven.com and include your order number, a description of the problem, and clear photographs of the product, shipping box, packaging, and shipping label.
After reviewing your request, we will provide an appropriate replacement or refund for the affected item when applicable. If a product appears opened, tampered with, damaged, or unsafe to eat, please do not consume it.
ORDER CHANGES AND CANCELLATIONS
Please contact us as soon as possible if you need to change or cancel an order. Changes or cancellations can generally be approved only before the order enters processing, production, or fulfillment.
Bulk, personalized, and custom orders cannot ordinarily be changed, canceled, or refunded after production begins, except when required by applicable law.
PREORDERS AND SHIPPING DELAYS
The estimated shipping timeframe for a preorder will be displayed on the product page and during checkout.
If we cannot ship your order within the timeframe promised when you placed it, we will notify you and provide the option to consent to the revised shipping timeframe or cancel the unshipped order for a full refund, as required by applicable law.
REFUNDS
If a refund is approved, it will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or credit-card company may require additional time to post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at hello@promisesfromheaven.com.
GIFT CARDS
Gift cards are nonreturnable and nonrefundable except where required by applicable law.
CONTACT US
For questions about this policy or an order, contact us at:
Nothing in this policy limits any consumer rights that cannot be waived under applicable law.