Shipping Policy

 

We are pleased to offer shipping services for our cookies to customers within mainland UK (England, Northern Ireland, Scotland & Wales). Please review the following shipping policy to understand our procedures and guidelines.

• Shipping esitimates: Please note that shipping estimates apply after your order has been dispatched, not at the time of purchase. Once your order has been dispatched, the estimated shipping time will depend on the shipping method chosen and the destination. Royal Mail aim to deliver your order within the estimated timeframe, but please understand that unforeseen circumstances may occasionally cause delays.
• Order Placement and Dispatch: As we are a small bath bakery please allow time for orders to be processed and made. Orders will be posted within 48hrs of receiving payment. Please note that dispatch dates may be subject to change due to holidays or other exceptional circumstances.
• Shipping Methods: We offer Royal Mail Tracked 24 & Tracked 48 and local delivery in Inverclyde. The available methods will be presented to you during the check out process. Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number, if applicable. This tracking number will allow you to monitor the progress of your shipment through the carrier's website.
  
• Local Delivery: All orders received before 5pm on Wednesdays will be delivered the coming Friday. For any urgent requests please contact us beforehand to discuss. For Local delivery we have split the area into 3 price brackets to accomodate distance, the following delivery charges will apply for Inverclyde deliveries;Port Glasgow £2Greenock £3 Bishopton, Gourock and Inverkip £4.
• Packaging and Product Protection: We take care to ensure that all of our cookies are securely packaged to prevent any damage during transit. Our packaging materials are selected to ensure adequate protection and maintain the freshness of products. However, please be aware that despite our best efforts, we cannot guarantee that the products will arrive in perfect condition. Fragile items such as iced cookies or those with delicate decorations are particularly suseptible to minor damage, however will not affect the overall taste of the cookies.
• Delivery Issues and Non-Deliverable Addresses: It is essential to provide accurate and complete shipping information when placing your order. We cannot be held responsible for delays or issues arising from incorrect or incomplete addresses provided by the customer. If a delivery attempt is unsuccessful due to an incorrect or non-deliverable address, additional charges may apply for reshipping the order.
• International Shipping: Currently, we only offer shipping services within Mianland UK. We apologise for any inconvenience this may cause.

Refund Policy

 

We regret to inform you that, due to the perishable nature of our products, we are unable to accept returns or issue refunds. However, if you encounter any issues with your order, you must contact us within 24hours of receiving your cookies. CrumbleChip Cookies will not accept liability for any complaints made after this time.

Please be aware that our cookies are fragile and may break during transportation, despite our best efforts to package them securely. This will not warrant in a refund. We kindly ask for your understanding in this matter.

Once you have placed an order, it is important to ensure that you will be available to receive the delivery and the shipping address is correct. We cannot be held responsible for any delays or issues that may arise due to the unavailability of the recipient at the time of delivery.

Please note the following additional details regarding our refund policy:

• Damaged or Defective Products: If your cookies arrive in a damaged or defective condition, please take photos of the packaging and the product itself, and contact us within 24hours of receiving your order. We will review the evidence provided and, if deemed appropriate, offer a credit for the damaged items.
• Incorrect Order: If you receive an incorrect order, please notify us within 24 hours of receiving your order. We may request photos as proof of the error. Once the error is confirmed, we will arrange for the correct items to be shipped to you as soon as possible, at no additional cost.
• Order Cancellation: We understand that circumstances may change, and you may need to cancel your order. However, we do not cancel orders so please double check your order before proceeding with the purchase.
• Shipping Delays: While we strive to deliver your order within the estimated timeframe, we cannot guarantee specific delivery dates or times. Delays may occur due to unforeseen circumstances such as extreme weather conditions or carrier issues. We appreciate your patience and understanding in such situations.

FAQs

Below are some General questions, howoever if you can;t find what your looking for please reach out to us using the 'contact us' page.

Are your cookies suitable for people with allergens?

All of our cookies are prepared in a kitchen which where all allergens may be present, so for this reason we can't guarantee that our cookies will be suitable for all allergy sufferers.

Are your cookies Vegan?

No, at the moment we do not offer any vegan options. However please check back regularly as this is something we are working on.

How should your cookies be stored?

We reccomend storing cookies at room temperature in an air tight container, out of direct sunlight. This will help you maintain texture and taste for upto 10 days. Alternatively, you may freeze the cookies for up to 3 months. Please note that cookies which have cheesecake/frosting or other perishible toppings should be consumed within 1 week.

Can i request a personalised message/note or custom order?

Yes! We can include a personalised message/note with your order. Simply let us know during the ordering process and we will include it with your order. For custom orders please contact us directly and we can discuss your requirements.

Do you offer collection services?

Unfortunately at the moment we are unable to offer collection services, however this is something we are looking at offering in the future.

Do you offer catering or large order options.

Absolutely! we can cater to events of all sizes and offer special pricing for large orders. Please contact us directly at crumblechipcookies@outlook.co.uk and we can discuss your requirements. There are endless possibilities in regards to customisation of flavours and themes, so please do get in touch.

What can i do if i havent received my order?

Shipping times are unfortunately outwith our control, Royal Mail may incur delays which we aren't responsible for. If you have not received your order 7 days after dispatch please contact us. We will do our best to assist you and provide any necessary support.