T&Cs

THE PRODUCT

Cookies have best before dates stamped on the back of the individual packaging.

Cakes should be consumed within 4 days of receipt and kept refrigerated once cut.

ALLERGENS

Please discuss any allergies or special dietary requirements with us before making payment.

All of our products are baked to order in an environment where gluten is heavily used, therefore, we cannot confidently offer gluten-free products.

We also handle nuts in our kitchen and therefore cannot accommodate nut allergies.

Full allergen details can be found on the product page and will be listed on the back of each product.

DELIVERY

We will attempt delivery to an address and postcode submitted at checkout, and cannot accept liability for late or failed delivery due to an incorrect address. If you are unsure of an address or postcode, please check it using a postcode finder before ordering.

Our Standard Tracked service is fulfilled by Royal Mail Tracked 24. Royal Mail aim to deliver within 24 hours from the date the order is shipped, however, this is not guaranteed. 97% of our orders arrive the next working day but we cannot take responsibility for delays as these are outside of our control. If your order is delayed by more than 2 working days, we will follow up with Royal Mail on your behalf and try to help move it along as best we can. If your order hasn't arrived in 15 working days then Royal Mail will deem it as 'lost'. In this case, we will happily issue you a refund or a replacement.

We cannot accept responsibility for non-delivery if the recipient is not available to receive the order.

Please note that, if your order is returned to us by the delivery courier due to an incorrect address at checkout or because nobody was home, you may be required to pay additional P&P to have it redelivered. As cookies are a perishable product no refunds will be offered due to failed delivery.

CANCELLATIONS - CUSTOM ORDERS

If you want to cancel your order please be quick, as once we’ve baked and/or customised your items we can’t offer a refund or take cancellations. Cancellation must usually be made within 24 hours of placing your order, and we may bake your biscuits straight away depending on the time that your order is placed. To cancel an order please email us. This cancellation policy does not affect your legal rights.

CANCELLATIONS - Postal and Pick up ORDERS

If you wish to cancel your order please contact us withing 2 hours of placing your order. We try to process your orders as quickly as possible and once they’ve been sent or packed we are not able to offer a refund or take cancellations.

Restocking fee of £5 will apply to cancelled orders.

This cancellation policy does not affect your legal rights.

RETURNS POLICY and REFUNDS

If you’re unhappy with any of our items you must notify us via email. Complaints should be sent immediately upon receipt of the product. Evidence of any faults, damages or discrepancies should be included. Any refunds will be given entirely at our discretion. We may request that you send the product back to us and provide proof of postage so that we can fully determine the issue.

CUSTOM ORDERS

We require payment in full before we can commence a custom order. When an order is placed we will block off time to complete it and will turn down other requests to ensure we have the capacity for your order. We may also order in special supplies for your order or have custom cookie cutters made. For these reasons neither the deposit nor the final balance are refundable.

When you order a custom face cookie from us you are agreeing to trust our team with the outcome of your custom face cookie. We cannot offer refunds or accept returns if you do not like your cookie.

CHANGES TO YOUR Custom ORDER

Alterations and amendments must be submitted via email no later than 4 weeks prior to the booked date.

We may be able to make alterations after this time but only where design and time permit. Alterations requested less than 4 weeks before completion may not be possible or subject to a surcharge.

We reserve the right to change the design at any point if circumstances beyond our control compromise the quality of the finished product. e.g. hot weather conditions which would affect the integrity of buttercream cakes. We will let you know of any such changes and we will do our best to keep changes minimal.

DISCOUNT CODES

Discount code received from this website or our newsletter are valid on website products only, and not custom cookies.