FAQs
Are your products suitable for vegetarians?
Yes, unless stated otherwise, all our products are suitable for vegetarians.
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?
You are now able to choose your shipping date at checkout!
All orders within mainland UK will be sent via DPD on a fully tracked Next Day Service.
Our customers love this service as its super reliable, trackable, and if you’re not going to be in you have lots of options to ensure your parcel is delivered safely. The best way to keep track of your order is to download the DPD App.
Most parcels will arrive the day after the Shipping Date but please be advised delays in the system, due to road accidents, adverse weather etc, can happen and may affect the delivery date.
Please be advised orders outside mainland UK will be sent on a two-day service every Tuesday, on or following your selected shipping date.
Orders which include pre-order items will be shipped separately on their respective dates.
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 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 Saturdays, Sundays and bank holidays.
How long do I have to eat my order once it arrives?
We provide customers with the following guidance across our website and on our product labels:
Dunk Cookies are a fresh product. We recommend enjoying your goodies on the day you arrive, but provide a minimum best before of 3 days (providing they arrive next day). This is purely when they will be at their freshest, it’s not a use by. We recommend a best before of 7 days for Cuppies, Dunkies and Giant Dunked Cookies.
Please see storage recommendation on each product label.
In warm weather please store dips in the fridge as soon as they arrive.
We are not liable to replace any products which have exceeded their best before date.
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?
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 severe food allergies.
We currently offer Very Low Gluten and Plant Based cookies, but please note these are made in a kitchen which handles the above allergens so there is a risk of cross contamination.
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 and newsletter subscribers, 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.
Any refunds processed at our discretion will be refunded minus the non-transferable processes fee as set by your preferred payment provider.
