Frequently Asked Questions

Cookie Care Instructions

We recommend enjoying our cookies within 5 days of receiving them. If you have any left over (unlikely, but just in case 😊) you can freeze them for up to 3 months. 

Yes, you can and they’ll be good for up to 3 months. For best results, we recommend keeping cookies in their compostable bag and placing them inside a zip lock bag.

To defrost cookies from the freezer, preheat oven to 375 f and place cookies in a warm oven for 6 to 8 minutes. 

For perfectly warm cookies, preheat your oven to 350 f and warm the cookies in a sheet pan for 4 minutes. 

  • Each cookie is individually packaged and sealed in our compostable corn-based wrap, placed in our branded, recyclable box, tightly packed with packaging material, and placed in a brown shipping box. These measures are taken to ensure the quality and freshness of our product during transit
  • For best results, we suggest enjoying the cookies within 5 days of arrival.
  • If unable to enjoy immediately or if you would like to prolong the enjoyment or our cookies, freeze upon arrival for up to 12 weeks (3 months).
  • To enjoy cookies from the freezer, please allow 30 minutes for the product to thaw or consider reheating in microwave or oven.  Reheat instructions:
    • Bake for 4 minutes in oven at 350°
    • Microwave for 10 seconds on high

Cookies

All cookies are approx. 2.8 to 3 oz or 80 to 85 gr before baking – They are roughly around 4in wide after baking. 

We do not offer custom decorated cookies, however we can offer custom packaging solutions including custom cards, custom stickers and inserts. Please contact us for more information at Hello@bonjourbakehouse.com

We use only the highest quality ingredients available to us, from local flour supplier to the butter. When possible we use local growers as well.  For the complete ingredient list for individual products, please refer to the "Ingredients" section of our products on our website.

We offer an amazing gluten-free cookie and are working to expand our offerings with a vegan cookies. Be sure to join our mailing list and follow up in IG and Facebook to get all of the latest updates! 

We work in a shared kitchen facility and though we try to minimize the risk of cross contamination, we cannot guarantee that our products are safe to consume for people with peanut, tree nut, soy, milk, egg or wheat allergies. 

General

We are happy to say that yes we do have a small store front/window where our products are available with great coffee from our partner at Ikon roasters. 

Come by and visit us! 

Bonjour Bakehouse

1007 Howard Ave 

San Mateo, CA 94401

We are open Monday through Friday from 8am to 1pm. 

What do you gift a person who has everything? Or a pal’s birthday slipped your mind? We’re here to save the day!

Gift cards are available in increments of $20, $30, $50, and $100 which can be ordered on bonjourbakehouse.com in digital format.

Bonjour Bakehouse gift cards may only be redeemed at bonjourbakehouse.com or at our storefront in San Mateo.

Nationwide Shipping

We bake and ship our products Monday through Friday. 

Our cookies are baked and packaged individually by hand in their compostable, resealable bag on the day that you have selected. PLEASE NOTE: the shipping day is NOT the delivery day. 

Delivery day = next business day for anywhere within a radius of 30 miles from our San Mateo main location. 

Count Delivery day = 2-3 business days for anywhere else.

We cannot guarantee arrival times, as we use a third party shipping provider and certain factors are out of our control. 

We use USPS for delivery Monday through Saturday. We are also able to offer you the possibility of using UPS, but please note they don’t deliver our product on Saturdays. 

We are only able to guarantee the shipping day that you’ve selected; unfortunately we cannot guarantee arrival times.

We suggest you schedule your order to arrive at least one business day before the desired date to allow for unseen delays. 

We only offer domestic (U.S) shipping.

We are not responsible for delays in delivery times for packages not received due to incorrect addresses.

Shipping charges will not be refunded for late deliveries in the event that someone is not available to receive the package when delivered. UPS may require a signature for delivery.

Increased demand due to the holiday season (typically November + December) and COVID may result in processing delays. Processing times are separate from shipping times. Additional shipping delays may come up due to increased package volume of shipping carrier and are not in our control.

I just placed an order on your website, but I’m worried that it won’t arrive on time. Can you guarantee that my order will arrive on the date I intended?


We totally understand your concern and appreciate you trusting us with your special occasion. That’s why we do everything in our power and work very closely with our shipping partners to make sure your treats arrive on time. However, because of circumstances outside of our control like snow storms and carrier delays due to surging delivery volumes, we strongly advise scheduling your treats to be delivered 1-2 days ahead of your celebration.

Your order containing Cookies will be in great condition to enjoy unless they are three or more days late. Please reach out to hello@bonjourbakehouse.com for further assistance.

Nationwide Delivery


We ship nationwide and deliver five days a week, Monday through Friday.

*Unfortunately, at this time, we do not ship to US Territories, overseas military addresses, and P.O. Boxes.

 
We partner with the following carriers to ship nationwide: via USPS and UPS.

Local Delivery

We offer same day local delivery via DoorDash, and/or Postmates for select zip codes based on where our bakery is located.  


International Delivery

At this time, we are not offering international shipping (but we hope to one day!)


Returns

Given the perishable nature of our offerings, Bonjour Bakehouse does not accept returns, offer exchanges, and/or grant refunds on any goods sold unless the issue for return, exchange, and/or refund is the result of an error in our manufacturing, packaging, or handling of the goods.

As a policy, we do not offer refunds for delays caused by one of our shipping partners due to weather, mechanical error, strikes, natural disaster, inaccurate shipping information, mistakes on the part of our shipping partners' employees or similar reasons that are outside of our control. That said, we know how important it is for your package to be delivered on time and we may be able to offer accommodations in exceptional circumstances.  

Mistakes happen, and we get it! Unfortunately, any mistakes made during the ordering process by the customer resulting in a delayed/non-delivery are not eligible for any refunds.

Orders

Due to our cookies being a perishable item, we do not accept returns or exchanges

If you are not happy with your purchase, please contact us at hello@bonjourbakehouse.com within 24 hours  of receiving your cookies.

Please provide a photo and description of your issue,  we will make every effort to make sure you are happy with your experience.

*All claims sent after the 24-hour window or submitted without proper documentation will not be eligible for reship or refund. 

For order cancellation and modification, please contact us at hello@bonjourbakehouse.com. We will do our best to accommodate.

Of course! You can include a gift note during Step 2 of checkout; this gift message will be printed and included in the box for your recipient to read when their order arrives!

Don’t worry, that special someone won’t see the receipt. Our invoices only detail order contents, recipient info, and your gift note! 

We partner with the following carriers to ship our products: UPSP and UPS.

A shipping confirmation email will be sent no later than the evening before your scheduled baking date, which is the day of shipping or the day of Delivery or PickUp. Why so late? Because we ship our treats as late as possible to ensure freshness! If for some reason you have not received your shipping confirmation email on the morning of your delivery, pickup or shipping, reach out to us at hello@bonjourbakehouse.com.

You can select the shipping, local delivery or pickup date for your order at checkout up to 30 days in advance. If you are ordering treats to be shipped for a special occasion, we always recommend scheduling your order to arrive 1-2 days ahead of time, in case of any potential unexpected delays in transit.

For Shipping, we unfortunately can’t guarantee a specific delivery time on the day your order is expected, but most deliveries typically arrive before 9PM on your scheduled delivery date.

We ship with the following partners: USPS and UPS, depending on where in the United States you are located.

If you’re curious, your tracking number (included on your order confirmation page and sent to you via email once your order ships), will indicate the carrier.

If you have already placed your order, and would like to update the delivery date, please follow the order update instructions here.

Important! If you would like to modify your order, we ask that you please provide modifications at least 24h prior to your shipping, local delivery or pickup date. We do our very best to accommodate requests, however, not all requests are guaranteed to be fulfilled. The sooner you get in touch, the better!

If you reach out with less than 24h until your shipping, local delivery or pickup date, we unfortunately are unable to make any changes (this includes cancellations). We appreciate your understanding!

To avoid a situation like this, please be sure to double check all order information prior to finalizing your order.


If you’d like to reach  out to us to update your order, please email hello@bonjourbakehouse.com using the below instructions:


Shipping or Delivery address update request

Please email us with the following subject line: ADDRESS UPDATE ORDER#----- and include the correct shipping address and full recipient name in your email. 


Gift message update

Please email us with the following subject line: GIFT MESSAGE UPDATE ORDER#-----and  provide your updated gift message (up to 140 characters). Pro-tip: don’t forget to sign your name at the end of the gift message (unless you’re going the secret admirer route!)

Worried that your recipient will get a receipt? We got you: our invoices only detail recipient information, contents of the order, and the gift message.

Cancellation request

Please email us with the following subject line: CANCELLATION ORDER#-----.

Shipping / Local Delivery / Pickup date update request

Please email us with the following subject line: DELIVERY DATE UPDATE ORDER #------ and 

include your new delivery date in your email.  Pro-tip: to ensure your treats make it in time for your special occasion, we always recommend scheduling your order to arrive 1-2 days ahead of time, in case of any potential unexpected delays in transit.  No need to worry about freshness and storage, your treats will keep great until you need them.

Updating contents of your order

Please email us with one of the following subject line(s):

ADDING ITEMS TO ORDER #-----

REMOVE ITEMS FROM ORDER #-----

In the email, let us know which items you’d like to add or remove from your order.

--
Note: If you have multiple requests for the same order, let us know in one email.

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We do everything we possibly can to make sure your order arrives on your scheduled delivery date. However, once a package ships, there can be factors outside of our control that may come up.

As a policy, we do not offer refunds for delays caused by one of our shipping partners due to weather, mechanical error, strikes, natural disaster, inaccurate shipping information, mistakes on the part of our shipping partners' employees or similar reasons that are outside of our control. That said, we know how important it is for your package to be delivered on time and we may be able to offer accommodations in exceptional circumstances.

Your order containing Cookies will be in great condition to enjoy unless they are three or more days late.