We're here to help.
Something not right with your order? Have a question? We'll sort it out.
What we can and can't help with
Here's what we cover and what to expect.
✅ We can help with
Cookies that arrived damaged, broken, or crushed during delivery.
Cookies missing decorative elements or ingredients listed online.
Incorrect items received (wrong flavours, wrong pack size).
Cookies that are inedible, raw, or have a clear quality issue.
Missing items from your order.
Delivery to the wrong address due to our error.
❌ We cannot help with
Issues that happened after delivery was completed: spoilage from delayed collection, package theft, insects, rain or weather damage.
Cookies you simply didn't like the flavour of (flavour is subjective, but we welcome feedback).
Cookies that have been fully eaten before contacting us.
Issues caused by incorrect delivery info you provided (wrong address, no gate code, etc.).
Requests made more than 48 hours after delivery without good reason for the delay.
Our policies
Transparency is important to us.
📋 Post-Delivery Responsibility
Once your desserts have been delivered, responsibility for the order passes onto you. We always recommend collecting and storing your desserts as soon as possible.
Our policies do not cover store credits, refunds, partial refunds, or other compensation for issues that happen after delivery, including:
- Desserts spoiling due to a delay in collection
- Package theft
- Ants, insects, or pests getting into your packages
- Rain or weather damage
We can only help with issues that occurred before delivery was completed.
🚪 Property Access
We deliver to your front door wherever possible. If we cannot access your door (locked gate, no intercom response, restricted entry), we'll leave your package in the closest safe location and contact you directly.
It is your responsibility to ensure we can access your property, provide clear delivery notes, and collect your cookies promptly if we cannot reach your door.
💰 Refunds & Replacements
If you have a genuine quality or delivery issue, we'll offer a full or partial refund, or a replacement from our available stock.
Please contact us within 48 hours of delivery with your order number and photos. The more detail you provide, the faster we can resolve it.
Nothing in our policies limits your rights under the Consumer Guarantees Act 1993.
How to reach us
We aim to respond as quickly as possible.
Submit a support request
Fill in the details below and we'll get back to you as soon as possible.
Our Quality Promise
If your order arrives damaged, defective, or doesn't meet our quality standards, we'll make it right with a refund or replacement. Your satisfaction matters to us.