Delivery + Returns

Delivery Policy

We offer free delivery for all orders over £250. For all orders below £250 delivery costs £4.99 per order.

All deliveries are made by Parcel Store UK. 

Our deliveries will be made within 7-10 days of your order being placed. Any deliveries to locations such as the Highlands of Scotland, Isle of Man, Isles of Scilly or the Shetland Islands, will generally take up to 7 additional working days to deliver.

Returns and Refund Policy

Returns Period

If you change your mind on your purchase once you’ve received your order, you can get full refund (via the original payment method).

You can inform us of your wish to cancel your order by emailing us at support@cookiessf.co.uk.

Your returned item must reach us within 30 days of receipt of your order and must be: in a new and unworn condition; unwashed and undamaged; unaltered condition; and have the original tags still attached.

Items should also be returned in their original packaging where possible.

If you have any questions on this process, please contact support@cookiessf.co.uk.

How to Return Your Order

To return your order, please contact our Customer Services team by email at support@cookiessf.co.uk.

Return address

Cookies SF UK, Unit 1056 Moulton Park, Deer Park Road, Northampton, NN3 6RX.

Proof of Purchase

No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.

Returning Outside the Returns Period

If your purchase is returned outside of the returns period, we reserve the right not to offer you a refund in full.

We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.

Please contact our Customer Services team by email at support@cookiessf.co.uk for further information.

Refunding Delivery Charges

Provided you have notified us in writing that you wish to cancel your order under the Consumer Contract Regulations, and the return also meets the terms of our Returns and Refund Policy, you will be entitled to a full refund including delivery charges if applicable.

We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

Cancellations

You will be unable to cancel your order once it has been sent to our couriers for despatch.

Should you wish to cancel your order after despatch, please refuse delivery when the order arrives.

This will serve to cancel your order and start our refunds process.

When will I be refunded?

If you are not satisfied with your purchase you can return your product within 14 days of delivery.

For a full refund to the original payment, please return within specified return period.

Once we have received your returned product(s) in its original packaging, a refund will be credited to the payment method account within two weeks.

Please note this usually takes between three to five days but may take up to 14 days for your bank to credit your account.

We do not take responsibility, nor are we liable for, any bank charges you may incur during the refund process.

Faulty or Damaged Goods

If your purchase is either faulty or damaged, then you have up to 14 days to reject the goods, from the date of purchase, and return it to our warehouse to receive a full refund.

This cooling-off period is guaranteed as per the Consumer Contracts Regulations 2013.

Your Responsibility and our Liability

You have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safely returned to us.

We reserve the right to inspect all goods that are returned, so please take care not to damage your purchase while you inspect them.

This includes any original packaging.

We do not accept liability for any goods that do not reach our warehouse, nor can we accept liability for any goods that may be returned to us by mistake.

As such, we suggest that any returned purchases are done so via recorded delivery service, should this be applicable.

If substantial damage has been caused to the product, we reserve the right to refuse a refund or exchange.

If your returned purchase is damaged or not in the original packaging, we reserve the right to refund you in full less any deductions due by way of compensation.

Promotional Discounts and Refunds

If you used a promotional discount when paying for your order, the discount is applied to each item in the basket.

In the event of a return, you will not be refunded the discounted amount.