FAQs: Ouma Knows Best
ORDERING & PRODUCTS
What products do you sell?
Our main event is massive, gourmet stuffed cookies, packed with bold flavours and generous fillings. Shop our OG favourites, Mini Oumas, protein cookies, custom gift boxes and limited-edition drops. Visiting our Harties shop? You’ll also find coffee, milkshakes, soft serve and plenty of over-the-top treats.
Are my cookies freshly baked?
Yes! All our cookies are baked fresh before your order is ready for shipping or collection to ensure you get the best quality!
Are your products halal / vegetarian / allergen-friendly?
Our products are made in a kitchen that is not allergen-free and may contain or come into contact with nuts, dairy, gluten, eggs, soy, and other allergens.
At this time, we are not Halaal certified, although this is something we are actively looking into for the future.
We also do not currently offer vegan or vegetarian-specific options.
If you have any allergies, dietary restrictions, or concerns, we strongly recommend reaching out to us before placing an order so we can advise you accordingly.
Your safety is important to us, and we appreciate your understanding as we continue to grow.
Is it normal to hide cookies from my family?
We don't judge. Highly recommended, actually. HAHAHAHAHA
Shipping & Delivery
Do you ship nationwide?
Yes, we ship nationwide within South Africa
When do you ship orders?
DELIVERY DATE SELECTION
At checkout, you can select your preferred delivery date.
We always plan and dispatch your order in advance to ensure it arrives as close as possible to that date. However, we make use of an external courier, which means delivery times are not fully within our control.
Your order may arrive before, on, or after the selected date depending on courier operations.
We recommend selecting a delivery date that allows a buffer, especially for important occasions.
PLEASE PLAN ACCORDINGLY!!
How long does delivery take?
Delivery, once collected from our warehouse, typically takes 3-5 business days, depending on your area. This does not include courier delays out of our control.
How much does shipping cost?
Courier Fees will be calculated at checkout.
STORAGE & SHELF LIFE
How long do the cookies stay fresh?
Our cookies stay fresh for up to 2-3 weeks when stored correctly.
EXPIRY DATE
The expiry date is printed on the sticker on the back of each cookie. Please enjoy your cookie before this date and do not consume it once it has expired. Our cookies are amazing, but sadly, they don’t live forever!
How do I store the cookies?
STORAGE
Keep each cookie sealed in its bag and store it at room temperature or in the fridge. We recommend storing them in the fridge for maximum freshness.
Important: Refrigeration helps maintain freshness, but it does not extend the stated shelf life. Please enjoy every cookie before its expiry date.
Can I freeze the cookies?
FREEZING
Cookies can be frozen for up to 6 months, provided they are frozen before the expiry date. Once frozen, keep them frozen. Do not defrost and refreeze them.
How can I enjoy the cookies?
HOW TO HEAT
1. For a warm, soft centre and that gooey chocolate pull you’ve seen in our TikTok videos, microwave your cookie for 10–15 seconds.
2. Frozen cookies can be heated directly from frozen in the oven or air fryer on a low setting for 10–12 minutes. Do not defrost them first.
3. Cake-style cookies containing cream cheese are best enjoyed cold, but how you enjoy your cookie is completely up to you.
OUR BEST TIP
If your cookie is not baked exactly how you like it, pop it into the oven or air fryer for a few minutes until it reaches your preferred texture.
OUMA BETS SAYS:
Enjoy your cookie SLOWLY! If you finish it too quickly, you’ll have to order another one!
Payments & Refunds
Do you offer refunds or returns?
Due to the nature of our products, we do not offer refunds or returns once an order has been placed.
In the case of a refund, admin fees may apply.
Can I cancel or change my order?
Once an order has been placed, it cannot be cancelled.
Orders are prepared, scheduled, and allocated immediately after checkout. For this reason, we do not allow cancellations after an order is placed.
Cancellation requests will only be considered at our sole discretion and only if deemed reasonable, provided that:
- The order has not yet been prepared, packed, or scheduled for dispatch
- The request is made immediately after placing the order
Approval of a cancellation is not guaranteed.
If a cancellation is approved, this does not automatically entitle the customer to a refund, credit, or replacement
Please note: In the event of a cancellation, a cancellation fee will be applied to cover administrative and payment processing costs.
General / Brand Questions
So... where's the ouma?
Meet Shineal, the Woman Behind Ouma Bets
From an R800 Takealot mixer in a garage to a growing South African cookie brand.
Ouma Bets Gebak started in 2024 when Shineal Labuschagne quit her full-time job and accidentally baked herself into a business. With no investors, no start-up capital and absolutely no idea how big this would become, she set out to create something from nothing, one outrageously stuffed cookie at a time.
The bakery was named after her beloved grandmother, Bets Barnard, a true woman of steel whose strength, resilience and work ethic inspired the heart of the brand.
And here’s the plot twist: Ouma Bets didn’t pass down a secret recipe book or a ready-made cookie empire. She inspired the name and the fighting spirit, but the recipes, the business and all the delicious chaos were created by Shineal. So technically, Shineal is the “Ouma” behind the cookies.
Today, Ouma Bets is known for its MASSIVE Gourmet Cookies, packed with bold flavours, irresistible fillings and stuffed to the absolute max. These are not ordinary cookies. They are big, gooey, gloriously over-the-top and very difficult to share, so we recommend pretending you only bought one.
Where are you based?
We are based in Hartbeespoort, South Africa. This will also be the location of our FIRST EVER Walk-In Store!