Refund policy

The short version

We bake to order in one weekly batch, so a cancelled box can't be restocked or resold. Cancel early if you need to, and if there's ever a problem with what arrives, tell us and we'll put it right.

Before you've paid

Placing an order reserves your cookies for 24 hours while you send the transfer. If the money doesn't arrive in that time the reservation simply lapses, the cookies go back on sale, and there is nothing to refund. You're free to walk away at that point — just don't send the transfer.

Cancelling a paid order

• More than 48 hours before your delivery day — full refund, no questions.
• Between 24 and 48 hours before — we'll move your order to another delivery day that week at no cost. If none of the days work for you, we'll refund half.
• Less than 24 hours before — your cookies are already baked and set aside, so we can't refund. You're welcome to collect them or send someone in your place.

Changing an order

Flavours, box sizes and delivery day can all be changed free of charge up to 48 hours before your day, subject to what's left in that week's batch. Message us — don't place a second order, as that reserves cookies twice.

If something is wrong with your order

If cookies arrive damaged, wrong, or not as described, message us within 24 hours of delivery with a photo. We'll replace them in the next batch or refund that part of your order, whichever you prefer. Individually wrapped cookies are sealed one by one; if a wrapper has failed, that's on us — tell us and we'll replace those cookies.

If we can't deliver

Very occasionally a batch goes wrong, or something happens on our side. If we can't deliver what you ordered on the day agreed, you choose: a full refund, or the same order in the following week's batch with our apologies. We'll always tell you as early as we can.

Things we can't refund

• Orders where nobody was available to receive the delivery at the agreed time and address.
• Cookies you've changed your mind about after they've been delivered — food, unfortunately.
• Allergen reactions where the allergy wasn't mentioned before ordering. Please see our terms.

How refunds are paid

Refunds are sent back to the number or account the payment came from, usually within a few working days of us agreeing to it. We can't refund to a different account.

Asking for a refund

Message us on WhatsApp or email [email protected] with your order reference — it's the short code starting with BB on your confirmation page, like BB137.