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  • Customer service emails are checked MONDAY TO FRIDAY FROM 9:00 TO 17:00 only.
  • Allergen Information:

Due to the handling of peanuts and nuts in our production kitchens, traces of peanut or other nuts may be present in all of our recipes. For this reason, we would advise that Ben’s Cookies are not suitable for nut allergy sufferers.

 

1. Can I make changes to my order?

Once you have checked out, we are unable to make any changes to your order or delivery date or address. 

 

2. Can I change weekdays delivery to weekends delivery?

Unfortunately, we can’t change delivery dates from weekdays to weekends due to the weekends surcharge delivery fees.

 

3. Why can’t I order on certain dates?

Once we reach our daily bake capacity, dates become unavailable.

 

4. What do I do if I have an issue with my delivered parcel?

To enjoy the full flavour and freshness of our cookies, we urge you to make the necessary arrangements to receive your delivery beforehand.

It is customer’s responsibility to reach out to us within 4 days upon receiving the parcel to report any issues, Ben’s Cookies cannot be held responsible for issues reported beyond that period.

 

5. What do I do if I put the wrong delivery address?

It is the customer’s responsibility to enter all the necessary details correctly (name, phone number, email address, and home address and specify safe place if required) to ensure your parcel gets delivered to the correct address.

All our cookies are baked daily, and Ben’s Cookies cannot be held responsible for parcels not reaching the correct destination due to incorrect delivery information being entered at checkout.

Ben’s Cookies will not refund order, shipping costs or resend the order for failed shipments due to an error in the address provided or due to customers not being available to receive the order.

 

6. What is the missing items in orders policy?

Our nationwide orders are double checked and tracked via our shipping portals, therefor if you believe something has gone wrong with your order, please allow us the time needed to investigate and resolve the issue, this may take between 5 to 7 working days.

 

7. What is the delivery time and cost?

Normally our delivery takes between 1-2 working days, but Next Day delivery is not guaranteed and especially during busy periods such as Christmas, Valentines, Easter and Mother’s Day.

Due to COVID-19, our delivery times have been extended and may take longer than usual. This means delivery will be rescheduled by courier to the next earliest possible delivery slot.

The quality of your cookies will not be impacted as our cookies are freshly baked on the day that they are sent to you.

Our Nationwide delivery service is fulfilled by DPD and the delivery cost will be calculated at checkout.

 

8. Sadly we’re unable to ship to the below postcodes:

AB31, AB33, AB34, AB35, AB36, AB37, AB38, AB41, AB42, AB43, AB44, AB45, AB46, AB47, AB48, AB49, AB50, AB51, AB52, AB53, AB54, AB55, AB56, BT(all), FK17, FK18, FK19, FK20, FK21, GY1 , GY10, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IM (all), IV (all), JE (all), KA27, KA28, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15 , KW16, KW17, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA50, PA51, PA52, PA53, PA54, PA55, PA56, PA57, PA58, PA59, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA79, PA80, PH15, PH16, PH17, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3

 

9. No Delivery on Public holidays.

Please follow the link https://www.dpdlocal.co.uk/content/about_dpd/delivery_schedule.jsp to check the dates that are not available for delivery.

 

10. How do I check my delivery status?

Please use DPD website and app to track your delivery. You will receive emails to update you on the status of your order. Please track your parcel by following the links in your shipment email.

 

11.What do I do if I haven’t received my delivery? 

If you have not received your delivery by the scheduled time, please reach out to DPD directly on “Help” page. 

Deliveries can take 1-2 days so please check your tracking details first. 

 

12. What do I do if I missed the delivery of my parcel? 

If you know you won’t be available at the delivery address, you can reach out to our DPD partner and leave “safe place “ instructions.

And the order will be left in a safe place and a photo will be taken as a proof of delivery, followed by a confirmation email.

If you are not at home/delivery location when the order is delivered. If no one is available at your address to take delivery, our delivery partner – DPD, will try to contact you or leave the items in the specified safe place. They may try to ring you via phone to ensure safe delivery.

 

13. What do I do if I’m unable to pick up the cookies in time from a DPD pick up point?

The cookies will be sent back to us and destroyed, we cannot send them out again or refund.

 

14. What do I do If an accidental or duplicate order was placed?

You must notify us immediately to cancel the order (Customer service emails are checked Mon-Fri 9am-5pm only)

 

15. What is the returns & refunds policy?

As our products are perishable, all food sales are final. Please see below our returns policy:

Orders cannot be canceled once it has already been packed and collected by our courier partner – DPD.

Please inspect the contents as soon as your order arrives, we will need you to provide us with photographic evidence to begin the enquiry process.

If photographic evidence is not provided by customer, Ben’s Cookies will not take any further action.

In the unlikely event that your cookies might be damaged or spoiled during transit, Ben’s Cookies will replace the cookie(s).

In the unlikely event that you received the wrong cookie(s), Ben’s Cookies will resend the right cookie(s) again.

In the unlikely event that your order is lost in transit, Ben’s Cookies will resend your order(s).

We’ll refund your order and shipping costs, except in the following cases:

  • Failed delivery due to an error in the address provided.
  • Failed delivery due to customer not being available to receive their parcel or leave safe place instructions.
  • photographic evidence is not provided by customer while reporting issues with the order.

 

16. Substitutions:

On rare occasions if we cannot supply you with the exact flavours selected on your order due to stock issues, you will be given a substitution flavour from your current selection.

 

17. Cookie Quality:

Our cookies are freshly baked all day every day. For nationwide orders our cookies are carefully packaged into individually sealed bags for absolute freshness, before being placed in our boxes and tins. These are then packaged into one of our delivery boxes, security sealed and sent on a “fragile” overnight service.

There may be slight variations in appearance from images shown on our website and/or social media platforms. If you are ordering a batch of cookies there will always be a variation in appearance of each cookie as each one is hand made.