Terms and Conditions

Products, Descriptions and Prices

Whilst we do our best to maintain stock levels, we cannot guarantee availability of stock at all times.  We have taken extra care to ensure that all descriptions are accurate, however any weights, dimensions and capacities given are approximate only.

 Postage and Packing

The majority of our UK orders are shipped by Standard Royal Mail First Class post. Standard P&P costs for the UK mainland are based on the weight of your order and the delivery method you choose.

We endeavour to dispatch all orders within 24-48 hours. Should your order be required by a specific date, please let us know either when you place your order or shortly afterwards by email or call us to let us know and we will endeavour to meet your deadline.

The delivery time of your order will depend on the service chosen and on the weight and size of your order. For all orders that are not received, we require the failure of delivery to be reported to us in writing within 14 days of the date of purchase. Failure to do so will forfeit any subsequent claim.

 Undelivered Orders:

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.

The buyer agrees to cover any additional costs incurred in the event of an undeliverable parcel due to an incorrect address or an unclaimed parcel being returned to The Creative Cookie Company.

 Back Orders:

Occasionally, an item in your shopping basket will be out of stock, if this happens, we will back order it for you. Should you not wish to wait for this item to return to stock you can contact us to cancel or to substitute your item. Back ordered goods do not incur any further postage charges.

 Credit Card Security

All online payments to The Creative Cookie Company are made using a secure server. Please be aware that at no point are we passed any details regarding your credit card. We know of no documented cases of credit card fraud using our shopping system over the Internet.

 Faulty Goods:

We want you to be completely happy with your order, so if anything is damaged or faulty we will, of course, be happy to replace it right away or refund the price paid for the  item if you prefer. Either way, you need to notify us in writing within 5 working days of receipt, the item then needs to be returned to us so that we can identify the root problem and return faulty items to the manufacturer. We will always refund your reasonable postage costs. We will not refund or replace any item which has become damaged as a result of neglect or misuse.

 Incorrectly ordered or unwanted goods:

These must be returned within 7 days of the date of receipt to be eligible for a refund. Please advise us as soon as possible within this period which products you are returning and quote your order number.  Unless the goods being returned are faulty, see above, you must cover the cost of returning the goods to us.

We will refund you the cost of any goods you wish to return (excluding original delivery charge). You must ensure all reasonable care is taken to ensure the safe return of items. Please return goods with the original packaging.  If the item(s) returned come in sealed packs, these must be unopened.

We cannot accept responsibility for the safe return of these goods. Therefore it is advisable that a proof of postage is obtained, should the goods fail to reach us, this will aid in any claim you may wish to make with your chosen courier.

You must take reasonable care to ensure that any goods being returned are received by The Creative Cookie Company and are not damaged in transit. Should you fail to do this, or send them at our cost, we will charge you the direct cost of the return.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm


Privacy Policy

You can be assured we will never give or sell our mailing list to any third party organisations and that all your personal details are held securely and in the strictest of confidence. We are committed to protecting your privacy.

We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons:

1. To process your order

2. To provide you with the best possible service.

We do not disclose buyer’s information to third parties.

 Limitation of Liability

The Creative Cookie Company is not liable for direct, indirect, incidental, consequential, punitive, or other damages (including, but not limited to, economic losses, lost profits, lost revenues, or lost data) arising out of the access to or inability to access to this Website even if advised of the possibility of such damages.


Every care has been taken to describe items as accurately as possible, however the sizes of the cutters may vary slightly due to the nature that they are hand-made. All product sizes quoted are approximate. The Creative Cookie Company shall not be liable for any consequential loss whether this arises from breach of duty in contract or any other way. Liability for any claim shall not exceed the price of the goods supplied. This does not affect your statutory rights. These conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.