Last updated: March 2026
PERISHABLE GOODS
All Dollies products are freshly baked and made to order.
Due to the perishable nature of our products, they are exempt from the standard 14-day cancellation and return period that applies to many online purchases under the Consumer Contracts Regulations 2013.
For this reason, we are unable to accept returns or offer refunds once an order has been dispatched, except where the goods arrive damaged, faulty, or incorrect.
Your statutory rights under the Consumer Rights Act 2015 remain unaffected.
ORDER PROCESSING
Orders are baked fresh and prepared for dispatch according to the delivery option selected at checkout.
Once your order has been placed, it may not be possible to amend or cancel it if preparation has already begun.
We recommend checking all order details carefully before completing your purchase, including:
SHIPPING AND DELIVERY
We use third-party courier services to deliver our products throughout the United Kingdom.
While we aim to dispatch orders promptly and work with reliable delivery partners, delivery times are estimates and cannot be guaranteed.
Delays may occasionally occur due to circumstances outside of our control, including:
Once an order has been dispatched, responsibility for the delivery process lies with the courier.
INCORRECT DELIVERY INFORMATION
Customers are responsible for providing accurate delivery information when placing an order.
Dollies cannot accept responsibility for orders that are delayed, lost, or delivered to the wrong address due to incorrect or incomplete delivery details provided by the customer.
If an order is returned to us due to an incorrect address, additional shipping charges may apply to resend the order.
SAFE PLACE AND DELIVERY INSTRUCTIONS
If you provide delivery instructions to leave a parcel in a safe place or with a neighbour, you accept responsibility for the parcel once it has been delivered according to those instructions.
Dollies cannot be held responsible for parcels that are lost, stolen, or damaged after being delivered in accordance with the delivery instructions provided.
DAMAGED, INCORRECT OR FAULTY ORDERS
We take great care in baking and packaging our cookies to ensure they arrive in excellent condition.
If your order arrives:
Please contact us within 24 hours of receiving your order.
When contacting us, please include:
This allows us to investigate the matter and resolve the issue as quickly as possible.
Depending on the circumstances, we may offer one of the following remedies:
Each case will be assessed individually.
QUALITY CONCERNS
Our cookies are handmade and freshly baked, so slight variations in appearance may occur.
If you believe there is a genuine quality issue with your order, please contact us within 24 hours of delivery so that we can review the matter.
NON-REFUNDABLE SITUATIONS
Due to the perishable nature of our products, refunds or replacements cannot be offered in the following situations:
LOST PARCELS
If your parcel appears to be lost in transit, please contact us and we will investigate the matter with the courier.
Courier investigations may take several days to complete. If the courier confirms the parcel is lost, we will arrange a suitable resolution, which may include a replacement or refund.
CONTACT US
If you experience any issues with your order, please contact us as soon as possible so we can help resolve the matter.
Email: help@dolliescookies.co.uk
Please include your order number and any relevant photos where applicable.
