Terms & Conditions

These terms and conditions govern your use of Cookies, Bakes and Cakes’ website and the purchase of goods from us. By accessing our website or placing an order, you agree to these terms as set out below.

Ordering Process

Orders are made online and you will receive an email confirming your order once it has been placed. Payment is required at the time of ordering via PayPal, debit or credit card. Once your order is ready to be delivered or collected on your chosen day, you will be notified via email. Orders must be placed at least 3 days in advance of your desired collection or delivery date. Orders can be placed up to 90 days in advance. If you wish to place an order further in advance, please get in touch via email (shop@cookiesbakesandcake.co.uk) and we can discuss this with you.

Delivery or Collection

You can collect your order from us free of charge from 13 Dahlia Close, Chelmsford, Essex, CM1 6YG. Alternatively, we offer free local delivery within Chelmsford (covering areas such as Springfield, Chelmer Village, Little Baddow, Great Baddow, Danbury, Writtle, Chignal, Broomfield and Hatfield Peveral) for orders with a minimum value of £20. For orders under £20, there will be a £3.00 delivery charge.

Refund & Cancellation Policy

At Cookies, Bakes and Cakes, we take great care to create delicious, high-quality baked goods made to order. Because our products are perishable and custom-made, please review the following policy carefully before placing your order.

Cancellations

Orders can be cancelled up to 3 days before the agreed collection or delivery date for a full refund. Cancellations made within 3 days of the delivery or collection date may not be eligible for a refund, as work and ingredient preparation may already have started. Cancellation requests must be made in writing (email, message, or contact form) and will be confirmed by us.

No-Show or Missed Collection

If you fail to collect your order at the agreed time or are unavailable for delivery, we cannot offer a refund. You must contact us as soon as possible to arrange an alternative time, subject to availability.

Refunds

Due to the perishable nature of our products, we do not offer refunds unless the product is: incorrect; damaged upon delivery; or not as described. If there is an issue with your order, please contact us within 24 hours of collection or delivery, with a description of the issue and photographic evidence. We will investigate and, if appropriate, offer a refund, replacement, or partial refund at our discretion.

Changes to Your Order

We will do our best to accommodate changes to your order (e.g. date, size, flavour) if requested at least 3 days in advance. Changes made with less notice may not be possible and may result in additional charges.

Allergy Disclaimer

It is the customer’s responsibility to inform us of any allergies at the time of ordering. Please be aware that all products are baked in a domestic kitchen that handles the following allergens: Eggs, Milk, Gluten (Wheat), Fish, Nuts, Peanuts, Mustard, Celery, Soya, Sulphites, and Sesame.

While every effort is made to avoid cross-contamination, we cannot guarantee that any of our products are free from traces of these allergens. If you or your recipient has a severe food allergy, we advise that you do not consume our products for safety reasons.

A full ingredient and allergen list is available upon request. Please let us know about any allergies or dietary requirements before placing your order.

Liability

Our products are best consumed within 3 days and should be stored in a cool dry place unless other specified (e.g. for products with cream cheese frosting), ideally in the packaging provided. We are not liable for spoilage due to improper storage.

We are not liable to any allergic reactions, illnesses or losses arising from the misuse of our products or failure to disclose dietary requirements.

We reserve the right to update these terms at any time. Updates will be posted on this page. These terms are governed by UK law.

If you have any questions about this policy, please contact us at:

📧 shop@cookiesbakesandcakes.co.uk