FAQs

Where do we deliver to?

We send to UK postcodes only.

Shipping to mainland UK addresses is a flat rate of £4.99 for Next Day Tracked delivery.

This service extends across England, Wales and Scotland, however, there are some exceptions. These include:

  • Scottish Highlands and Islands
  • Northern Ireland
  • Isle of Man
  • Scilly Isles
  • Channel Isles
  • Isle of Wight

Customers will notice an increased postage costs and two-day delivery to these areas.

Please ensure correct shipping address is entered – we cannot be held responsible for posting to the wrong address.

Failure to select the correct shipping option may result in a delay in shipping your order.

When can I expect my dunks after ordering?

Once ordered we will dispatch bake and dispatch your items within 6 working days (excluding weekends).

Once my dunks have been dispatched how can I track where they are?

You will receive an email and/or text from DPD to let you know when your dunks have left the cookie factory. DPD will let you know when to expect your order, along with tracking info.

The best way to keep track of your order is to download the DPD App.

What if I’m not going to be in?

You are able to designate a safe space, via the link in your email or via the App, for your courier to leave your package. By doing so you are accepting responsibility for the item if it goes missing. Unfortunately, we are unable to make any claims with the courier service if your parcel goes missing after being delivered to your designated safe space.

Oops – I entered the wrong shipping details at checkout!

Once an order has processed, amendments must be made within 6 hours by contacting hello@dunkcookies.co.uk.

Can I add items to an order I’ve already made?

Unfortunately, we are unable to combine orders at this time.

Help! I am having an issue with my delivery.

In the first instance the quickest way to locate or re-route your package is to contact DPD directly. You can do this via the chat function on their website or by calling your local depot (https://www.dpdlocal.co.uk/apps/depotfinder/index.jsp).

What do I do if my item has been damaged in transit?

We do everything we can to ensure you items arrive in the best condition possible, however, sometimes things do get damaged in transit where we will raise a complaint and refund request with the courier.

All orders are placed at the buyer’s risk. When ordering your dunks, you are accepting responsibility for their journey to you. However, we do want happy customers, so in the event of damaged products please contact us and we will see what we can do.

A refund will not be offered until we receive compensation from the courier service.

I’ve got a question – what’s the best way to contact your customer service team?

We are always happy to answer any questions you may have! ? Please email us on hello@dunkcookies.co.uk. Please note this is our only customer service channel. We currently do not answer enquiries or follow up on orders via direct message via our social media accounts. We aim to reply to emails within 48 hours. Please note we are not open on Fridays, Saturdays and Sundays.

Why are items in your shop out of stock?

Due to popular demand items may be temporarily out of stock on our website. All items will be restocked every Wednesday at 9am. Limited menu items, such as our newsletter subscriber boxes, Sampler Boxes, or Giant Dunked Cookies, may have specific restock times, which will be announced on our social media platforms.

How long do I have to eat my order once it arrives?

Dunk Cookies are a fresh product, made to order. We recommend a best before of 3-4 days for Cookies and Dips from when they arrive, and 7 days+ on Dunkies and Cuppies.

Best before dates act as a guide for quality and doesn’t mean the item is dangerous to eat if the date has passed.

To extend their shelf life we recommend storing your dips in the fridge, unless the individual product label advises against doing so.

See the storage recommendation on each product label.

The majority of our products, unless stated otherwise, freeze well within their best before date for up to one month. Defrost and enjoy at room temperature.

Do you offer calorie information for each product?

We currently offer approximate calorie information for our Original Vanilla and Chocolate cookies only. You can find these on the back of each pack.

My dip is too think to dunk. Can I microwave it?

Yes! We pot our jars using reusable glass jars which allows most dips to be microwaved (to see the product label to check if your dip can be warmed). The majority of our dips contain a LOT of real Belgian chocolate which means they can firm up during the cold months. Remove the lid and microwave on 5 second blasts until the desired consistency is reached.

Are Dunk Cookies suitable for people with allergies?

No. All our products are made in a kitchen which handles all the major allergens (including Gluten, Milk, Eggs, Nuts, Sesame, Wheat, Soya) so will not be suitable for any individuals with food allergies.

Due to the risk of cross contamination, we currently do not offer gluten or dairy free alternatives.

Is your packaging recyclable?

We are an eco-conscious company and take our environmental impact very seriously. We are committed to continuously reviewing our processes and packaging to make positive changes where we can. The majority of our packaging, bar our stickers and cookie bags, have been recyclable or biodegradable since Dunk Cookies launched. This includes packing peanuts made of potatoes (which dissolve under a warm tap)! In 2020 we made our dips larger to reduce waste and switched to reusable glass jars. We love seeing how our customers re-purpose them – please feel free to share your ideas with us on social!

Do you offer discounts?

Other than offers for existing customers, we do not offer discounts on our products. The prices of our products reflect the premium ingredients we use. For us, using high quality ingredients and highly skilled staff is a non-negotiable. We are not interested in cutting corners, or buying cheap ingredients. We use Belgian chocolate, real British butter, premium vanilla extract, high quality organic flour and only ever use free-range eggs.

Dunk Cookies is an experience, and our prices reflect not only our ingredients, but our time in creating a truly special moment when it comes to unboxing your goodies.

What’s your refund policy?

We work really hard to ensure everything that leaves the Cookie Factory is of a premium quality, however, here is a handy guide:

Returns

We do not offer returns.

Refunds

All sales are final and we do not offer refunds on purchases for accidental purchases.

If you are unsatisfied with your order you must get in touch with us within 7 calendar days from the date your order was delivered, on hello@dunkcookies.co.uk. We will then begin the investigation process where we will ask you to return the item to us.

To be eligible for a return your item must be unused and in the same condition that you received it, and in the original packaging. If the return is approved, we will initiate a refund via your original method of payment. You will receive the refund within a certain number of days, depending on your card issuers’ policies.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.