Shipping policy


We aim to provide a great experience every time, but even we can experience the off day occasionally. The best way to guarantee a great experience is to review our shipping guidelines and keep them in mind when placing orders.

If you have an issue that isn't covered below, please reach out to our team and we'll help work through a solution.

Thanks!
Lowrey Foods Team

Shipping Accuracy

Check your addresses carefully! Our delivery guarantee extends only to correctly addressed orders. We cannot guarantee the condition of the package if the delivery service has to reroute. We guarantee delivery only to the provided address confirmed on the order acknowledgement.

Please ensure your shipping address is correct, as returns and resending of items will be at the customer’s expense.

Order Processing Time

Please note that it may take 2–3 days to process orders before shipment.
Additional time may be needed to bake out-of-stock items.

Expedited Shipments

Choosing expedited shipping will prioritize your shipment with our shipping partners.
Please note that the Order Processing Time above still applies.

No weekend deliveries are available. Orders are shipped 2 or 3 Day Air or Ground, depending on your location.

No P.O. Boxes

Unfortunately, we are unable to ship to PO Boxes, APO, FPO, or DPO addresses.

Refunds and Replacements

It is possible that during transportation cartons may not be handled as carefully as we expect. Dropped cartons may sometimes cause cookie breakages, for which we cannot take responsibility. Please consider this possibility before placing the order.

Due to the perishable nature of our product, we do not accept returns.
If you are dissatisfied with your purchase, you must contact us within 5 calendar days from receiving your order.

We reserve the right to limit refunds and replacements, and we can offer only one replacement per consumer.

Cancellation Policy or Change of Order

Once an order is placed online, we are unable to accommodate cancellations.
Please review your order carefully before finalizing it.

International Orders

CUSTOMS, TAXES, DUTIES, AND FEES

Suki Bakery Ltd is not responsible for any import duties, taxes, customs fees, brokerage fees, or any other charges issued by your local government. These charges are the responsibility of the recipient, and the funds are received exclusively by your local government.

Because duties and taxes differ between countries, we are unable to provide an estimated cost. For further information, please contact your local customs office.

Shipping fees and product fees will not be refunded for packages refused due to VAT/duties.

EU Customers — Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), customers in the European Economic Area may have the right to withdraw from certain online purchases within 14 days of delivery.

Please note that this right does not apply to perishable goods or food products that may deteriorate or expire rapidly. Because Lowrey Butter Cookies are food products with a limited shelf life, they are exempt from the 14-day right of withdrawal.

If your order arrives damaged, defective, or incorrect, please contact us within 5 days of delivery. Please include your order number and clear photos of the product and packaging so we can review the issue and help resolve it.

 

🇺🇸 Important Notice for U.S. Customers (Effective August 2025)

Due to updated U.S. Customs regulations, all parcels entering the United States—regardless of value—must now go through formal customs clearance.

Key Points

  • The USD $800 De Minimis duty-free exemption is suspended from 29 August 2025.

  • All DHL shipments require:
    • Full customs documentation
    • Payment of duties/taxes
    • Consignee tax identification when required

DHL will contact you directly if duty payment is needed before delivery.

Shipping Fees vs Import Duties

For U.S. orders above USD $169, Suki Bakery Ltd covers the full DHL shipping cost from New Zealand to the United States.

However, import duties and taxes are not included, as they are determined solely by U.S. Customs and collected by the U.S. government—not by us.

Because we ship to over 60 countries, each with different regulations, we cannot estimate duty amounts in advance.

If You Receive a Duty Payment Request

This is normal under current U.S. import rules.
Please follow DHL’s instructions to complete the payment so your parcel can be released for delivery.

DHL Duty & Tax Department: 1-866-638-7668

Currency

Prices are displayed in the currency shown in the footer of our website. Orders are processed in the currency of the destination country.

Nut Allergy Notice

We use almonds, peanuts, and other nuts in some recipes. While not all products contain nuts, trace amounts may be present.
Customers with nut allergies should refrain from consuming our products.

Thank you for choosing Lowrey Foods.

We are proud to deliver handcrafted New Zealand butter cookies to customers in New Zealand and around the world. Each order is carefully packed to help protect our premium gift-ready cookie tins during delivery, making Lowrey Butter Cookies a thoughtful choice for gifting, sharing, New Zealand souvenir shopping, and sending overseas.