Frequently Asked Questions
About Us
What do you do?
We're a small-batch cookie and biscuit bakery dedicated to creating handcrafted treats made with high-quality ingredients and a whole lot of love.
Everything we make is mixed, baked, and packed by hand.
Where are you based?
Home is Melbourne, Australia, but we dream of sending our little bakes all over.
Right now we’re baking out of a pop-up kitchen (@oji_house) while we settle into our forever home.
How can I contact you?
Email: info@banditbakehouse.com.au
Instagram: @banditbakehouse
Product
What is the difference between biscuits and cookies?
Think of biscuits as the neat, well-behaved cousin: light, crisp, and perfectly composed. Cookies are the fun ones: softer, chunkier, and a little gnarly.
We’ll be releasing bags of biscuits, assorted tins, and cookie boxes that change regularly.
How often does the menu change?
We like to keep things fresh and fun. Cookie flavours will change often so we can stay creative in the kitchen.
Our biscuit range rotates more gradually, with a handful of staples and the occasional seasonal surprise.
There’s always something new on the way.
How should I store my bakes to keep them fresh?
Pop your cookies and biscuits into an airtight container at room temperature.
Cookies will stay soft and happy for a few days, though they rarely last that long! To revive them to straight-out-the-oven glory, give them <5 minutes in a low oven.
Biscuits prefer to stay dry, which is why we include a desiccant pack in every bag. Keep them sealed at room temperature and they’ll stay perfectly crisp until you’re ready to nibble.
What ingredients do you use?
We source our produce and ingredients locally wherever we can. We love working with suppliers who care about quality as much as we do. Some of our favourites include:
- Royal Nut Company
- GG’s Gourmet Foods
- Calendar Cheese Company
- Love Tea
Are any of your products special-diet friendly?
All bakes that contain nuts, dairy, or other major allergens are clearly labelled. While our chefs take great care to keep things clean, we can’t guarantee the absence of traces.
Our menu is always changing, and we hope to offer gluten-free, nut-free and vegan options into the mix.
Ordering
What payment methods do you accept?
We accept all major payment methods, including:
- Visa
- Mastercard
- American Express
- Apple Pay
What is your refund policy?
We want you to love every bite. However, if something isn't right with your order, please email us at info@banditbakehouse.com.au. Your feedback matters to us, and we will personally handle every inquiry to make it right.
Can I change or cancel my order after placing it?
Please contact us as soon as possible. We’ll do our best to accommodate changes or cancellations on a case-by-case basis. Unfortunately, we’re unable to make changes once your order has been shipped.
Where do you deliver to?
We ship Australia-wide!
As we sell perishable goods, delivery conditions such as heat and courier handling may affect our products. Please refer to our Terms & Policies for further information.
How much is shipping?
All of our orders are sent with Australia Post. Your shipping rate is automatically calculated at checkout based on where you’re located, and the size and weight of your order.
Free shipping applies to orders over $80.
How are my goodies packaged for shipping?
We love every product we make and take great care to ensure it reaches you in the best possible condition. Your items are wrapped and cushioned inside a sturdy postal box. We include desiccant with all biscuit orders, and a refrigerated pack for our more heat sensitive recipes.
Once your order is in the hands of our courier, handling and weather conditions are beyond our control. Please see our Terms & Conditions for more information.
When will I get my order?
We aim to ship your order as quickly as we can. Once your order has been dispatched, you'll receive an email with all the details.
Because we send all parcels via Australia Post, your fulfilment email will include a tracking link when available.
Delivery times may vary depending on your location and Australia Post's delivery schedules.
How do I place an order for pickup?
We are currently only offering local pickup on a case-by-case basis. Please reach out to us at info@banditbakehouse.com.au to see if we can accomodate your order.