At Crack Cookies, we bake every batch with care to ensure our cookies arrive fresh, gooey, and top quality. Because our products are perishable and made to order, we do not accept returns or offer refunds once an order has been baked and dispatched.
1. Order Issues & Quality Concerns
If your order arrives damaged, incorrect, or incomplete, please email us within 24 hours of delivery at hello@crackcookies.co.uk with:
Your order number
Clear photos of the product and packaging
A brief description of the issue
We’ll review the situation and, at our discretion, may offer a replacement or store credit.
Please note: we cannot replace or refund items that have been consumed or partially eaten.
2. Cancellations & Changes
Once an order has been processed or baked, it cannot be cancelled or modified, as our cookies are made fresh to order.
Please double-check your items, delivery details, and payment before completing your purchase.
3. Lost or Delayed Shipments
Once your order has been dispatched, Crack Cookies is not responsible for courier delays or delivery errors.
If your package is lost in transit, we’ll liaise with the courier to help resolve the issue, but refunds will not be provided for courier-related delays.
4. Perishable Product Policy
Because our cookies are baked fresh and contain no preservatives, we cannot accept returns due to:
Change of mind or taste preference
Missed or delayed deliveries
Incorrect address provided at checkout
We recommend tracking your parcel closely to ensure someone is available to receive it.
5. Need Help?
If you experience a problem with your order, please contact our team within 24 hours: 📧info@crackcookies.co.uk
We’ll always do our best to make things right — because your Crack Cookies experience matters to us. 🍪
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