FAQ's

Ouma Bets gebak

ORDERING & PRODUCTS

What products do you sell?

We sell freshly baked, limited-edition gourmet cookies that change monthly. Some flavours may return, others won’t — that’s part of the fun!

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!

Can I freeze the cookies?

Yes! Cookies can be frozen for up to 6 months and reheated when ready to enjoy.

When ready to consume: DO NOT microwave from frozen. Rather Bake at 180 C directly from frozen for best quality.

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?

We ship orders on Tuesdays and Wednesdays only to ensure freshness. All orders placed before Monday 10am will be shipped the same week Tues & Wed. All orders placed after Monday 10am will ship the following week.

How long does delivery take?

Delivery typically takes 1–3 business days, depending on your area. This does not include courier delays out of our control.

STORAGE & SHELF LIFE

How long do the cookies stay fresh?

Our cookies stay fresh for up to 2-3 weeks when stored correctly. Best before date will be displayed on the back of the package.

How do I store the cookies?

Store your cookies in a cool, dry place away from direct heat. If it’s very hot, you can pop them in the fridge to keep them fresh for longer.

Once opened, we recommend enjoying them within 2 days for best quality.

For long-term storage, cookies can be frozen for up to 6 months. When you’re ready to enjoy, bake straight from frozen at 180°C until warm and gooey again.

Can I freeze the cookies?

Yes! Cookies can be frozen (with packaging) for up to 6 months and baked when ready to enjoy.

When ready to consume: DO NOT microwave from frozen. Rather Bake at 180C directly from frozen for best quality (after removing cookie from the bag).

How can I enjoy the cookies?

How to Elevate Your Ouma Bets Experience

  1. Enjoy as is
    Perfect straight out the box if you don’t feel like waiting.
  2. Warm it up (microwave)
    Remove the cookie from the bag and microwave for 10–15 seconds for a soft, gooey centre.
  3. Bake it fresh
    For that just-baked feel, place the cookie (out of the bag) in the oven or air fryer for 2–4 minutes.
  4. Freeze for later
    Freeze cookies in the bag for up to 6 months. When ready to enjoy, bake directly from frozen in the oven or air fryer at 180°C for 4–6 minutes (after removing from the bag).

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

Do you offer custom or bulk orders?

Yes, for special events or bulk orders, please contact us directly.

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.

Where are you based?

We are based in Hartbeespoort, South Africa. This will also be the location of our FIRST EVER Walk-In Store!