We want every order to be a good experience — these terms exist to make sure both sides know where they stand.
These Terms and Conditions govern all retail orders placed through our website at www.annabicookies.com. By placing an order, you confirm that you have read and agree to these terms.
These terms apply to retail orders only. Corporate, event, and wedding orders are governed by separate terms issued at the point of enquiry.
Annabi Cookies is a handcrafted cookie brand based in Accra, Ghana. We bake small batches of premium cookies for delivery within Accra.
Contact: [your email address]
Orders are placed through our website order form. All orders are subject to availability.
Your order is confirmed when you receive a confirmation from us following submission of your order and payment. We reserve the right to decline an order where we are unable to fulfil it — for example due to capacity or ingredient availability — in which case we will contact you promptly and issue a full refund. In the unlikely event that we need to cancel a confirmed order due to circumstances such as ingredient unavailability or operational incapacity, we will notify you as soon as possible and issue a full refund. We will not be liable for any loss beyond the value of your order in these circumstances.
Please review your order carefully before submitting. You are responsible for ensuring that the details you provide — including your delivery address, contact number, selected flavours, and delivery date — are accurate. We cannot be held responsible for errors made by the customer at the point of ordering.
All prices are displayed in Ghana Cedis (GHS) and are inclusive of any applicable charges unless otherwise stated. Delivery is charged separately and the fee is confirmed when your delivery is booked.
Payment is made via Mobile Money (MoMo). Your order is not confirmed until payment has been received in full. We do not hold orders pending payment.
We reserve the right to update our prices at any time. The price applicable to your order is the price displayed on the website at the time you place your order.
We deliver within Accra only. We do not offer nationwide shipping or international delivery.
Standard orders require a minimum of 24 hours’ notice. Orders must be placed by 5pm Tuesday to Friday for next-day delivery. Orders placed over the weekend or on Mondays will be delivered on Tuesday when we reopen. Available delivery slots are shown on the order form.
Delivery is handled by a third-party courier. The delivery fee is separate from your order total and is confirmed when your delivery is booked.
Once the order has left our premises, responsibility for timely delivery lies with the courier. If you experience a delivery issue, please contact us and we will liaise with the courier on your behalf where possible.
It is your responsibility to ensure that someone is available at the delivery address to receive your order. If delivery cannot be completed, we will attempt to contact you. We cannot be held responsible for orders that cannot be delivered due to an incorrect or incomplete address, or because no one was available to receive them.
Our cookies are packaged carefully to arrive in good condition. Once your order has been delivered and accepted, responsibility passes to you and we are not responsible for any deterioration in quality thereafter.
All orders are final. Because our cookies are baked fresh to order, we do not accept cancellations, amendments, or returns once an order has been placed and payment received.
We do not offer refunds, credit notes, or replacements as a matter of course. If you have placed an order in error, please contact us immediately at [your email address]. We will consider requests to make changes at our sole discretion and only where it remains operationally possible to do so. This is not a guarantee.
Exceptions are limited to the following circumstances:
In any of these cases, please contact us within 24 hours of receiving your order and include a description and photograph of the issue. We will assess each case individually and, where we agree that an error occurred, we will offer a remedy at our discretion. This may take the form of a replacement order or a partial or full refund.
We are not responsible for dissatisfaction based on personal taste preferences, where the cookies have been made as described.
Where you have requested a personalised message (for example, on a giant cookie), you are responsible for checking the accuracy of what you submit. We will reproduce your message as provided. We cannot be held responsible for spelling errors, incorrect names, or other mistakes in content supplied by you.
If you have a specific dietary request or allergy concern, it is your responsibility to contact us before placing your order. Please see Section 7 (Allergens) below.
Our cookies contain wheat, gluten, egg, milk, and soy lecithin. Some cookies contain peanuts and/or tree nuts.
All cookies are made and mixed by hand in a kitchen that handles peanuts and tree nuts. We cannot guarantee an allergen-free environment. If you have a severe nut allergy or any other serious food allergy, please do not order.
It is the responsibility of the customer to review allergen information before placing an order, particularly when ordering on behalf of someone else.
We reserve the right to photograph our products for use on our website, social media channels, and other marketing materials. If your order includes a personalised message or custom element and you would prefer that we do not share images of it, please let us know at the time of ordering.
We take care in preparing every order. However, to the extent permitted by applicable law, our liability to you in connection with any order is limited to the value of that order.
We are not liable for any indirect or consequential losses arising from your order, including where an order is intended as a gift or for a specific occasion.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded or limited under Ghanaian law.
We may update these Terms and Conditions from time to time. The date at the top of this page will reflect when the terms were last revised. Your continued use of our website or placement of an order after any update constitutes acceptance of the revised terms.
These Terms and Conditions are governed by the laws of Ghana. Any disputes arising in connection with these terms shall be subject to the jurisdiction of the courts of Ghana.
If you have any questions about these Terms and Conditions, or about an order, please contact us:
Annabi Cookies
Accra, Ghana
Email: [your email address]
Website: www.annabicookies.com