Please see our Terms & Conditions for UK Nationwide delivery below

COVID-19 DELIVERY SERVICE UPDATE
During these particularly challenging times, our courier partners are facing unprecedented demand, and on occasions deliveries may be delayed for one or two days, which is beyond our control.
Please rest assured in the event of such delays, the quality of your cookies will not be impacted as our cookies are freshly baked on the day that they are sent to you.

CUSTOMERS RESPONSIBILITY – T&C
Please take time to check all your details are correct before completing your order (name, phone number, email address, specify safe place if required) as it is the customers responsibility to enter all the necessary details correctly to ensure our courier partners get your parcel to your chosen destination.
On the day of your delivery you will be notified by our courier partners with a time slot, it is your responsibility to ensure someone is there to accept the order or leave with a neighbour/safe place.
The driver will send an email to confirm when it has been delivered.
Ben’s Cookies cannot be held responsible for parcels not reaching the correct destination due to incorrect delivery information being entered at checkout.
Find out more about tracking your order
here

 

CUSTOMER SATISFACTION, RETURNS & CANCELLATION POLICY – T&C
If your order is missing flavours or contains the wrong items or is in a damaged condition when you receive it, we will need you to provide us with photographic evidence to begin the enquiry process and we ask that the damaged products should be retained for our investigation.
Subject to our findings we will either refund, or resend your order again. We cannot cancel your order once it has already been packed and collected by courier. If you are not satisfied with your purchase or standard of service please email orders@benscookies.com within 24 hours of receiving your order. Please ensure to include your order number, full name, contact number, and delivery details in all communication. We cannot refund cookies on the basis that the taste is simply not to your liking.

 

CAN I CHANGE MY ORDER? – T&C
Once you have checked out, we are unable to make changes to your order. If you have an urgent issue with an incorrect delivery address or you have selected the wrong date, please get in touch as soon as possible at orders@benscookies.com If your order has already been prepared, packed or collected, this will not be possible. Please note additional charges may apply.
Changes to flavours and items cannot be made once an order has been placed as cookies are baked to order.

 

WHY CAN’T I ORDER ON CERTAIN DAYS?
Once we reach our daily bake capacity, dates become unavailable.

 

WHY CAN’T I ORDER ON A WEEKEND?
We do not currently offer a weekend or Monday delivery for the Nationwide service. Delivery days are Tuesday-Friday.

 

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.

 

QUALITY OF OUR PRODUCTS
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.

 

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. Please see our website for the allergens present in your cookie.