Returns & Refunds

Our Promise

Every order is baked fresh with care using premium ingredients. If something isn't right, please get in touch and we will do our best to rectify the situation.

Perishable Goods Notice

When We Can Help

Please contact us if:

• Damaged in Transit: Cookies arrive broken or crushed
• Incorrect Items: You received the wrong cookies or quantity
• Quality Issues: Cookies are stale, burnt, undercooked, or otherwise not to standard
• Delivery Issues: Order doesn't arrive within the promised timeframe
• Allergen Concerns: Unlisted allergen present or mislabelling

In these cases we will do our best to rectify the situation.

How to Contact Us

Refund Process

Where a refund is agreed:

• Refund is processed to your original payment method within 1-2 business days
• It may take 3-5 business days for your bank to show the credit
• You'll receive email confirmation when the refund is issued
• No need to return the cookies

Order Cancellations

Before Baking: You can cancel your order free of charge up until we start baking (usually within 2-4 hours of order confirmation). Contact us immediately if you need to cancel.

After Baking: Once your cookies are baked, we cannot cancel the order as the ingredients and labour have been used.

See our Cancellation Policy for full details.

Exceptions

We cannot offer refunds or replacements for:

• Change of mind after the order is placed
• Incorrect delivery address provided by the customer
• Failed delivery attempts where the customer was unavailable (without safe place instructions)
• Claims made more than 48 hours after delivery