Last updated: August 2026
We want every Cookie Time order to arrive fresh, delicious and ready to enjoy.
Because our cookies are freshly baked food products, our return policy is a little different from that of most online shops.
Here's how it works.
Our cookies are baked fresh and made to be enjoyed.
For food safety and hygiene reasons, we cannot accept returns of cookies once they have been delivered.
This is in line with European consumer legislation, which excludes perishable goods from the standard right of withdrawal.
We hope you understand that, once our cookies have left our bakery, we can't safely send them to anyone else.
We're only human.
If we've sent the wrong cookies, your order arrives damaged, or something isn't quite right, we'll do everything we can to make it right.
Please contact us within 24 hours of receiving your order.
If possible, include:
This helps us understand what happened and find the best solution as quickly as possible.
Every issue is different.
Depending on the situation, we may offer:
We'll always review each case individually and treat you fairly.
We take great care when packing every order.
If your parcel appears to have been damaged during transport, please take photographs before opening it whenever possible.
This helps us work with our delivery partner to resolve the issue quickly.
Please make sure your delivery details are correct before completing your order.
Unfortunately, we can't accept responsibility for orders that cannot be delivered because of an incorrect address provided during checkout.
If you're unsure about anything before placing your order, we'd be delighted to help.
Just get in touch through our contact page.
We're always happy to answer your questions.
Freshly baked. Carefully packed. Always made right when we can. 🍪
