Shipping policy
NATIONWIDE DELIVERY
We deliver to mainland UK excluding Northern Ireland. UK mainland does not include the Isle of Man, the Channel Islands, the Isle of Wight, the Isles of Scilly and remote areas of Scotland (the Scottish Islands and Highlands).
We operate our bakery Monday to Friday, so our deliveries match this. You can select your chosen delivery date at checkout. *Saturday delivery is extra.
Please note we will schedule your delivery to arrive with our delivery partners DHL on your chosen day. Due to circumstances out with our control we cannot guarantee that this date will be met and once the parcel has left the bakery DHL will update you with any unexpected delays.
Please review our T&Cs before ordering as we will not refund for a package that has been delayed an additional day.
We also cannot refund you if the parcel misses a date only you are aware of (for instance a birthday, gift etc) If you have set date you need it by, then please contact us and we will try our best to assist.
Please note that areas of Scotland, islands and Northern Ireland are a 48 hour service so it may take 1 day longer than your chosen date.
ORDER CONFIRMATION
Once you receive a confirmation email your order will be processed. Please note that no amendments can be made to the order information, products or shipping details up to 48 hours prior to your dispatch date. Please ensure that you check that all of the shipping details you enter are correct.
WHEN WILL MY ORDER BE DELIVERED?
Your order will be despatched and delivered on the date that you selected at the checkout. Please note that we have no control of the courier therefore if your order does not arrive, please firstly call DHL on 0247 693 7777, and if not resolved please email cookies@dippd.uk and a member of our customer service team, will resolve this issue. If your package is not delivered within the first day then it will be redelivered the next day, or left in your chosen safe place as per your settings.
We apologise in advance if your order does not arrive with you (please forgive us!). We cannot be held responsible for any delays that the courier experiences, but we can assure you that they'll still be as delicious to enjoy the next day!
REASONS YOUR ORDER MAY NOT ARRIVE;
Incorrect shipping address.
Our courier: whilst 99% of the time they’re great, they may in rare instances run into some issues (e.g. adverse weather conditions, a vehicle breakdown) and this may cause a delay in the courier getting your cookies to you.
You, or the recipient may not be in to the receive the package.
SHIPPING TERMS
Once your order is dispatched you will receive an email from DHL with tracking details. DHL will then send you a text and/or email on the morning of your delivery advising you of your delivery window. If this doesn’t work for you, you can request alternative options with DHL directly. Please note DHL deliver between 8am and 8pm.
If your package is not delivered within the first day then it will be redelivered the next day, or left in your chosen safe place as per your settings. We cannot be held responsible for any delays that the courier experiences. They'll still be as delicious to enjoy the next day!
Please note during busy periods we will also use Royal Mail.
We will make every effort to fulfil you order correctly. In the event that this does not occur, we do not accept any responsibility for consequential costs incurred due to errors made with products once delivered.
The products will be at your risk from the time you accept delivery of the products from the courier. Please note that we use DHL and Royal Mail as our shipping partners and as such offer you delivery guidelines based on their published recommendations. Therefore we are not liable for any delivery issues once the items have left our bakery. However, we will do our utmost to understand and resolve the issue with you.
