Delivery

There are several delivery options available to choose from and the prices for each will be shown in your shopping basket prior to finalising your order on the checkout page (of the shop). The delivery time of your order will depend on the service chosen and on the weight and size of your order.

First Class (Royal Mail)

Usually a next day service but occasionally it takes a little longer! This is the most economical option for small orders but is not guaranteed or tracked. We do not recommend first class for urgent, time critical or high value orders.

Special Next Day Delivery (Royal Mail)

This is a guaranteed next WEEK day delivery service (from dispatch) with Royal Mail. Your order will need to be received by 11 am the day before to use this service. If there is a delay with your delivery after your order has been dispatched your postal costs will be refunded.

UK Dispatch Time / Out of Stock & Substitution

Orders are usually processed within 24-48 hours after receiving the order. If an item is out of stock or we have a query with your order, we will contact you either by telephone or e-mail to offer you an alternative and determine how you want to proceed with your order. Please ensure you provide your correct phone number and email address when placing your order.

My order has not arrived yet what shall I do ?

Orders will be dispatched to the address entered in at the checkout stage. We cannot take responsibility for orders not being received due to an incorrect address being entered. Once you have placed your order please check that the shipping address on your confirmation email is correct, please contact us immediately if this is not the case.

If you have not received your delivery after 7 working days from the day your order was dispatched, please follow the instructions below:-

1) Check with other members of your household or neighbours whether the goods have been delivered to them in your absence.

2) Check with your local Royal Mail Delivery Office that the parcel is not being held. Often they are unable to deliver it as there is no one home and the parcel gets returned to the delivery office. Please ensure you request the Post Masters name when doing so.

3) Once you have done this please contact us with these details and quote your order number so that we can investigate. We will also require the failure of delivery to be reported to us in writing within 28 days of purchase. Failure to do so will forfeit any subsequent claim.

In the event of a parcel being undelivered due to an incorrect address or an unclaimed parcel being returned to The Creative Cookie Company, the buyer agrees to cover any additional costs.