FAQ

What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal for secure online payments.

Do you offer shipping?
Yes, we offer nationwide shipping within the UK & Channel Islands. Full details can be found on our Shipping page.

Can I customise my cookie order?
Absolutely! We offer customisation options for our giant cookies. We can also offer message cards to be placed inside the order. Please contact us directly to discuss your specific requirements.

Do you offer gluten-free or vegan options?
Yes, we offer a vegan cookie collection, made with HIP Vegan Chocolate. We do not currently offer a gluten-free cookie, but we’re working on it for the future.

How are your cookies packaged for shipping?
Our cookies are carefully packaged to ensure they arrive fresh and intact. Each cookie is individually wrapped in a cellophane bag with an ingredient/ allergen label. Our boxes are packed using honeycomb wrap and greaseproof paper, and placed inside a postal bag for protection during transit.

What is your return policy?
Due to the nature of our product, we cannot accept returns.
We strive for customer satisfaction. If you're not completely satisfied with your order, please contact us upon receipt, and we'll do our best to resolve the issue. Read our full Refund Policy here.

How far in advance should I place my order?
We recommend placing your order at least 2-3 days in advance to ensure availability, especially during peak seasons and to allow for delivery.

Are your cookies made with organic ingredients?
While we prioritise using high-quality ingredients, not all of them are organic.

Do you offer gift wrapping or personalised messages?
Yes, personalised messages for special occasions. Simply let us know your requirements during checkout.

Are your cookies nut-free?
While we take precautions to prevent cross-contamination, our kitchen handles nuts and other allergens. If you have severe allergies, please contact us to discuss your concerns before placing an order.

How long do your cookies stay fresh?
Our cookies are best enjoyed within 5-7 days of delivery. For optimal freshness, store them in an airtight container at room temperature. Our cookies can also be frozen and stored for up to 3 months.

Do you offer bulk discounts for large orders?
Yes, we can offer discounts for bulk orders. Please reach out to us directly to discuss pricing and customisation options.

Can I cancel or modify my order after it's been placed?
We cannot guarantee amendments or cancellations once the order has been placed. Please check your order thoroughly prior to checking out, and contact us immediately if you need to make changes to your order.

Do you offer international shipping?
Currently, we only ship within the UK and Channel Islands. We're working on expanding our shipping options in the future.

Are your cookies made in a nut-free facility?
No, our kitchen handles nuts and other allergens. While we take precautions to prevent cross-contamination, we cannot guarantee that our products are completely nut-free. If you have severe allergies, please contact us to discuss your concerns before placing an order.