Returns and refunds

Returns & Refunds Policy

Last Updated: July 2026

At Cookie Craze, every cookie is baked fresh to order using high-quality ingredients. We want every customer to be delighted with their purchase. Due to the perishable nature of our products, please read this policy before placing your order.

Returns

As our products are perishable food items, we cannot accept returns once an order has been delivered or collected.

In accordance with the Consumer Contracts Regulations 2013, perishable goods are exempt from the standard 14-day cancellation period.

Order Cancellations

Orders may be cancelled for a full refund before baking or preparation has begun.

Once your order has entered production, we are unable to cancel or refund it, as it has been made specifically for you.

Damaged, Incorrect or Missing Items

If your order arrives damaged, incorrect or incomplete, please contact Cookie Craze within 24 hours of delivery or collection.

Please include:

• 
  
  Your order number.
• 
  A description of the issue.
• 
  Clear photographs of the outer packaging.
• 
  Clear photographs of the affected products.
• 
  

We will investigate the issue promptly and, where appropriate, offer one of the following:

• 
  
  A replacement item.
• 
  A partial refund.
• 
  A full refund.
• 
  

Product Quality Concerns

If you believe there is a genuine quality issue with your order, please contact us within 24 hours of receiving it.

To help us investigate, we may ask for:

• 
  
  Photographs of the product.
• 
  A description of the issue.
• 
  The remaining product to be retained until our investigation is complete, if requested.
• 
  

Allergies

Full ingredient and allergen information is provided for all products.

It is the customer’s responsibility to check this information before ordering.

Refunds or replacements cannot be offered where a product containing a clearly declared allergen has been purchased.

Delivery Delays

Once an order has been handed to the delivery provider, delivery times are outside of our control.

While we will always do our best to assist with any courier issues, Cookie Craze cannot be held responsible for delays caused by the courier, adverse weather, industrial action or other circumstances beyond our control.

Incorrect Delivery Details

Customers are responsible for ensuring that the delivery address provided is accurate and complete.

Cookie Craze cannot be held responsible for orders delayed, lost or returned due to incorrect address information supplied by the customer.

Fraud Prevention

To protect both our customers and our business, Cookie Craze reserves the right to refuse refunds or replacements where:

• 
  
  Insufficient evidence is provided to investigate a claim.
• 
  The claim appears to be fraudulent or dishonest.
• 
  The issue has not been reported within the timeframes stated in this policy.
• 
  The product has been consumed almost entirely before the issue is reported (unless required for a food safety investigation).
• 
  

Each claim is assessed fairly on its own merits.

Refund Processing

Where a refund is approved, it will be made using the original payment method.

Please allow 5–10 working days for the funds to appear, depending on your bank or payment provider.

Contact Us

If you experience any issues with your order, please contact us as soon as possible. We are committed to resolving genuine concerns quickly, fairly and professionally.