Terms & Conditions

These terms and conditions are applicable to all postal orders. Please read carefully.

Delivery

Due to the Cornavirus (COVID-19) outbreak and ongoing delays affecting the Royal Mail there have been some changes to normal service. We have switched delivery service to DPD Local to provide a safer, faster and tracked service for the majority of our customers.

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 [email protected].

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).

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

All orders are placed at the buyer’s risk. When ordering your dunks, you are accepting responsibility for their journey to you. This includes when a safe space is designated. By doing this the customer accepts liability of the goods being left and their safety. We are unable to replace any lost or stolen goods once a safe space has been designated.

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 [email protected]. 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.

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 [email protected]. 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.

Product Images:

All images are for illustration purposes only, and may differ slightly on arrival. This will be due to one of two things; a supplier making changing to their products or during warm months where dips may be looser in consistency due to the heat.

Registered Trademark & Copyright

Dunk Cookies Ltd is a registered trademark with the Intellectual Property office.

Legal action will be taken against any party replicating our products, brand or name.