returns & refunds

fresh food, baked to order

every cookie is baked fresh for your order. because it is perishable food, we cannot accept returns for change of mind, and we cannot resell anything that has left our kitchen. this is a food safety rule, not a preference.

what follows covers the cases where something is wrong with your order — those we always put right.

check your order at the door

orders are paid for before delivery, so please open your box and check it in front of the courier.

if anything is damaged, missing, or not what you ordered, refuse the delivery. we will rebake and redeliver on the next available day at no extra cost, or refund you in full — whichever you prefer.

after you have accepted the order

if you notice a problem after the courier has gone — damage, a missing cookie, or a quality issue — message us on whatsapp within 24 hours of delivery with your order code and a photo.

once we confirm it, you choose: a replacement on the next available delivery day, or a full refund of the affected items. refunds go back the way you paid — a card payment is returned to the same card through our payment provider, which can take a few working days to show on your statement depending on your bank, and an instapay order is refunded by instapay within 3 working days of us agreeing it.

we cannot review a complaint made more than 24 hours after delivery, because we have no way to tell how the cookies were stored after they reached you.

changing or cancelling an order

message us on whatsapp with your order code. we can change or cancel free of charge any time before we start baking, which is the evening before your delivery day.

after baking has started we cannot cancel, because the cookies are made specifically for your order.

allergies

our kitchen handles gluten, dairy and nuts, and every cookie is made on shared equipment. we list the known allergens on each cookie, but we cannot guarantee any product is free from traces. if you have a severe allergy, please message us before ordering.

reaching us

whatsapp is the fastest way to reach us: +201036758367. you can also email info@nummm-eg.com. we answer during working hours, every day.