Refund policy

Refunds, Returns & Cancellation Policy

Last updated: 20 October 2026

At Enchanted Cookies, every cookie is freshly prepared with care, using quality ingredients to ensure the best possible experience.

As our products are freshly baked, perishable food items, we have specific cancellation and refund conditions to minimise food waste and protect the time and ingredients invested in preparing each order.

Please read our policy carefully before placing an order.

Order Cancellations

We understand that plans can change, and we'll always do our best to accommodate cancellation requests where possible.

A minimum of 24 hours' notice is required before your scheduled delivery or collection time to request an order cancellation.
Cancellation requests must be received before production of your order has commenced.
Once production has started, your order becomes non-refundable, even if more than 24 hours remain before the scheduled delivery or collection.
Orders cancelled less than 24 hours before their scheduled delivery or collection time are non-refundable.
Where a cancellation is accepted, a full refund will be issued to your original payment method.

Production includes preparing, portioning, baking, decorating or otherwise beginning work specifically for your order.

Cancellation requests must be emailed to hello@enchantedcookies.co.uk, including your order number.

These conditions apply to change-of-mind cancellations and do not affect your statutory consumer rights.

Returns & Exchanges

Due to the fresh and perishable nature of our cookies, we cannot accept returns or exchanges for change-of-mind reasons once an order has been delivered or collected.

Under the Consumer Contracts Regulations 2013, goods that are liable to deteriorate or expire rapidly are exempt from the standard 14-day cooling-off cancellation period.

This means our qualifying fresh bakery products cannot be returned simply because you have changed your mind, ordered incorrectly or no longer require them.

If there is an issue with the quality or condition of your order, please refer to the Damaged, Incorrect or Faulty Orders section below.

Damaged, Incorrect or Faulty Orders

We take great pride in the quality and presentation of our products.

If your order arrives damaged, contains incorrect items, or does not meet the standards you should reasonably expect, please contact us as soon as possible, preferably within 24 hours of receiving your order.

Please provide:

Your order number.
A description of the issue.
Clear photographs showing the affected products and packaging, where possible.

We will review your concerns and, where appropriate, arrange a replacement, partial refund or full refund.

Reporting an issue after 24 hours does not remove any statutory rights you may have.

Missed Deliveries & Collections

Customers are responsible for providing accurate delivery information and being available to receive their orders at the agreed time.

If a delivery cannot be completed due to an incorrect address, lack of access or the recipient being unavailable, we cannot guarantee a replacement delivery or refund.

Where a second delivery attempt is possible, additional delivery charges may apply.

Orders not collected at the agreed time remain subject to the perishable nature of our products. We cannot guarantee freshness beyond the recommended collection period.

Nothing in this section affects your statutory rights where we have failed to deliver an order as agreed or where goods do not conform to the contract.

Custom, Bespoke & Large Orders

Customised cookies, personalised products, event orders, corporate orders and large-volume orders may require additional preparation, ingredient sourcing and production planning.

Our standard cancellation policy applies unless different cancellation terms have been expressly agreed before purchase.

Once production or order-specific preparation has commenced, change-of-mind cancellations will not be eligible for a refund, subject to applicable consumer law.

Any additional cancellation conditions will be communicated before an order is confirmed.

Refund Processing

Where a refund is approved, it will normally be issued to the original payment method used at checkout.

Please allow up to 10 working days for your bank or payment provider to process the refund, although refunds are often received sooner.

We will confirm when your refund has been processed.

Your Statutory Rights

This policy does not affect your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.

If products are faulty, not as described, unfit for purpose or have not been supplied as agreed, you may be entitled to a refund, replacement or another appropriate remedy.

Any statutory cancellation rights that apply to non-exempt products will also remain unaffected.