Returns and Refunds Policy
COOKIE DEPT — REFUND & RETURNS POLICY
By placing an order, you agree to the terms outlined in this policy.
REFUNDS & RETURNS
At Cookie Dept, all products are baked fresh to order. Due to the perishable nature of our products, we do not accept returns once items have been dispatched.
If your order arrives damaged or incorrect, please contact us within 24 hours of delivery with your order number, a description of the issue, and clear photos where relevant. Once reviewed, we may offer a replacement or refund where appropriate.
Approved refunds will be processed back to the original payment method within 3–5 working days.
NON-RETURNABLE ITEMS
All food items, including cookies, are non-returnable and non-refundable once dispatched.
This is in line with UK consumer regulations for perishable goods.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged or incorrect, please contact us within 24 hours of delivery.
To help us resolve this quickly, include:
- your order number
- clear photos of the issue
- a brief description
We will review your case and, where appropriate, offer a replacement or refund.
DELIVERY ISSUES
Once your order leaves our kitchen, it is handled by a third-party courier.
We are not responsible for delays caused by the courier, including:
- late deliveries
- missed delivery windows
- failed delivery attempts
However, if your order is lost in transit, please contact us and we will assist where possible.
FAILED DELIVERIES / INCORRECT ADDRESS
Customers are responsible for providing accurate delivery information.
We are not liable for orders that:
- cannot be delivered due to incorrect address details
- are not received due to failed delivery attempts
No refunds will be issued in these cases.
CHANGE OF MIND
We do not accept cancellations or offer refunds for change of mind once an order has been placed.
QUALITY CONCERNS
We take quality seriously. If you believe there is an issue with your order, contact us within 24 hours of delivery and we will review the situation.
CONTACT
For all refund or order issues, please contact:
We aim to respond within 24–48 hours during working days.
