FAQs

How does your order process work?

  • We have multiple restocks throughout the week. 

  • Orders are dispatched every Tuesday (cut-off is Friday 11:59PM). Any orders placed after this will be dispatched the following week. 

  • Delivered within 1-2 working days via tracked courier. 

  • You will receive a shipping confirmation via email once your order is on its way.

  • Customers can expect to receive a one-hour time slot on the day of delivery via text or email.

  • Please note we are unable to guarantee delivery on specific days. If you're looking to order for a special occasion, please keep this in mind.

What are your shipping charges?

We have a flat-rate shipping charge of £3.95 for all UK orders and £11.95 for Northern Ireland and Europe.

Free Shipping announcements?
Free shipping only applies to UK Mainland only. These are usually up for a limited time only

Do you offer collections or pick-up?

Yes! We offer collection from our premises.

 

How should I store my cookies?

All cookies are best stored in an airtight container and in a cool and dry place at room temperature to help preserve freshness.

Alternatively, all of our cookies can be frozen for three months in a ziplock bag upon arrival and consumed at a later date. When ready to eat, simply thaw back to room temperature and then place in a pre-heated oven at 180°C for 5 - 8 minutes or until warmed through.

Do your cookies contain nuts?

Yes, a number of our cookies contain peanuts as well as other nut varieties. Please be aware that while your chosen cookie may not contain nuts or a nut product, it will be prepared in a kitchen where nut products may be used in other cookies. Raw materials used may not be free of dairy, wheat or gluten. Allergy information is provided with all menu items.

Are your cookies suitable for vegetarians?

Yes, all of our cookies are suitable for vegetarians.

How are your cookies made?

All of our cookies are handmade in small batches with care and attention to ensure the highest quality.

We use the best ingredients and our cookie expertise to provide what we think to be an excellent product and service.

Will you share my details?

We will never share your private information with any individuals or organisations. 

All payments are verified and protected via third-party banking.

How do I cancel or amend an order?

If you would like to cancel your order or make any amendments, please inform us within 24 hours of placing your order by emailing help@dolliescookies.co.uk with the subject header "Cancel Order #ordernumber". ​Once your order has been prepared and shipped, unfortunately, we are unable to make any changes.

How can I make a payment?

We accept all major credit cards, debit cards and Stripe payments.

Do you offer gluten-free or vegan cookies?

We do have a small selection of vegan cookies. 

Do your cookies contain alcohol?

No, all of our cookies are free from alcohol.


I can’t find my favourite cookie flavour on your menu. Why is this?
To keep things exciting, we like to change up our offerings daily. No need to worry, your favourite flavour is sure to make a return soon. Please keep a look our on our website or follow us on our social media pages to stay up-to-date with both our classic and new cookie flavours.

Refunds and Returns

Due to the nature of the product, we do not offer refunds. The only exception is if there is an error with the order from the bakery itself.  We use DPD to fulfill our orders and as such we do not take responsibility for errors or issues caused by DPD. This includes but not limited to: loss of delivery, damaged parcels, missed deliveries, incorrect addresses and consequential loss,  We will endeavour to resolve all issues as best as possible and ensure your order is delivered properly. 

If you have any further questions please feel free to contact us.