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Policies

Return & Refund Policy

Effective Date: 13 August 2026

Our cookies are baked to order and sent out fresh. Because they are perishable food, we do not accept physical returns or exchanges once an order has been delivered.

That is not the end of the matter. If something is wrong with your order, we want to put it right, and this policy sets out when we will and how to tell us.

1. When we replace or refund

Get in touch if:

  • you received the wrong product or flavour;
  • something is missing from your order;
  • your order arrived significantly damaged in transit;
  • a product arrived spoiled, contaminated or otherwise unsafe to eat; or
  • there is a genuine fault in the product that is down to us.

2. Telling us about a problem

For a wrong, missing or damaged order, tell us within 48 hours of delivery. If a problem was not reasonably visible on delivery, tell us within 48 hours of finding it.

If a product looks or smells wrong, or you have any concern at all about whether it is safe, tell us straight away and do not eat it. Please keep the product and its packaging until we have finished looking into it.

So that we can investigate properly, please send:

  • your order number;
  • clear photographs or video of the affected product;
  • photographs of the packaging, including the outer parcel if it arrived damaged; and
  • a short description of what is wrong.

We may ask for further details where they are reasonably needed to look into a claim.

3. How we put it right

Where a claim is accepted, we will offer one of the following:

  • a replacement of the affected product;
  • a full or partial refund; or
  • another resolution agreed with you.

Where only part of an order is affected, the remedy may cover only that part.

Refunds are made to the original payment method wherever that is technically possible. How long the money takes to reach you depends on your bank or payment provider, and that part is outside our control.

4. When this policy does not apply

We will not usually replace or refund an order where the problem comes down to:

  • a change of mind after the order is confirmed;
  • taste or preference, where the product was correctly made and delivered;
  • a delivery address or contact number that was given to us incorrectly or incompletely;
  • nobody being available to receive the order after the delivery partner made a genuine attempt;
  • instructions or details supplied to us that turned out to be wrong;
  • storage or handling after delivery that does not follow the instructions sent with the order; or
  • damage that happened after you received the order.

Our cookies keep for 14 days when stored as instructed. See our Terms & Conditions for more on freshness and storage.

None of this affects rights or remedies you have under law that cannot be excluded.

5. Cancellations

Ask to cancel as soon as you can after ordering.

Because cookies are baked for a specific order, cancelling may not be possible once we have started preparing it. Where we accept a cancellation, any refund due is handled as set out above.

6. Gifting and made-to-order products

Customised, personalised, gifting and corporate orders may not be cancellable or refundable once production has started.

That does not apply where the product is wrong, damaged, faulty or unsafe, or where a remedy is due under this policy or under law.

7. Delivery and transit

Orders are carried by third-party delivery partners. Timelines can be affected by courier delays, traffic, weather and other disruptions we do not control.

If an order is delayed, lost or damaged on the way to you, tell us and we will take it up with the delivery partner and decide the right resolution with you.

8. Sending products back

For food-safety and hygiene reasons, we do not ask you to post food back to us.

Where a claim needs looking into, we may ask you to keep the affected product, its packaging or other evidence until we have reviewed it.

9. Contact

For anything to do with a refund, a replacement or an order, reach us at:

Please include your order number so we can find it quickly.

We look at every claim on its own facts and aim to reach a fair outcome for the order in front of us.

This policy should be read together with our Terms & Conditions.