FAQs and Terms & Conditions
How can I place an order?
Please contact us with some outline details of what you would like to order by using the contact form on this website or by emailing [email protected]
As all our products are freshly baked to order and hand-iced, we require as much notice as possible, but, depending on our booking schedule, we will try to fit in your order if we can. Please bear in mind that we can get very busy at different times of the year.
We will contact you by email asap to confirm your order details and make sure we have everything right. We will then issue your invoice and inform you when we are likely to despatch. If we are unable to fulfil your order within your timescale we will let you know and offer an alternative item or refund if applicable.
Should you have an urgent delivery need, please contact us and we will alway try to help if possible.
All correspondence will be conducted in English.
Please be especially careful to check you have any personalised wording and delivery details correct as we cannot be held responsible for any errors if they are given to us wrongly spelt.
How much do the biscuits cost?
The price of your order with be calculated according to size, amount and decorative detail. Bespoke orders will be quoted a price before confirmation. As an approximate guide: a presentation box containing 4 medium sized biscuits of our basic design (approximately 6cm diameter, 2 colours and minimal detail piping) starts from £15.00 per box. There is a minimum order value of £15.00 plus delivery if applicable.
How do I pay for my order?
Payment is required on receipt of your invoice. We accept payment via Bank Transfer, details will be included in your invoice, and we also accept Paypal. You do not need to have a Paypal account to make payment as credit and debit cards are accepted with this safe and secure method.
For larger orders with a value over £50, a 50% non refundable deposit is required to secure the booking date. Full payment of the balance is to be received by us no later than 4 weeks before the event date. If an order is placed within 4 weeks prior to the confirmed booked date, payment will be required in full at the time of booking.
The full payment is is non refundable from 4 weeks prior to the booked date due to the costs incurred in preparing the design and creation of bespoke orders.
How will my order be delivered?
Orders are sent by Royal Mail 1st Class post unless we agree otherwise. Delivery is usually 1-2 working days from despatch with this method. We cannot guarantee the delivery date as this is out of our control and dependant on the services of Royal Mail. This service does not provide tracking.
If you need an order more quickly, require a guaranteed delivery or wish to track your order, we can arrange to use Royal Mail Signed For or Royal Mail Special Delivery at the appropriate charge rate.
For larger orders delivery type will depend on size and weight. This will be discussed with you during the ordering process.
How are the biscuits packaged?
Our biscuits are individually wrapped in food-safe cello bags to keep them as fresh as possible. We use presentation boxes and gift bags with tags/ribbons to make sure your order looks lovely. Orders are carefully packaged so that they reach you safely and in good condition. On receipt, please store in a cool, dry and dark place to ensure that they will be delicious for at least a month. We will put the best before date on the packaging along with a list of ingredients/allergens.
What ingredients do you use to make your biscuits?
We use best quality ingredients in our biscuits. Depending on the flavour ordered, these can include: butter, milk, flour, eggs, sugar, golden syrup, vanilla extract, cocoa, ground ginger, bicarbonate of soda, baking powder. Food colourings are also used, some of which may have an adverse affect on behaviour in some children. Please contact us if you have any questions about the ingredients we use.
Are your biscuits allergen free?
As our kitchen is also used to make products which include nuts, sesame seeds and mustard and other allergens we cannot guarantee our biscuits will be allergen free. Please ask if you have any questions regarding special dietary requirements concerns.
What do I do if Im not happy with my order?
We want you to love your bakes as much as we love creating them for you. If, in spite of our best efforts, your order should arrive damaged on its travels, or faulty in any other way, please contact us immediately by emailing [email protected] We will try our best to rectify the problem or issue a refund. We are unable to give replacements or refunds under any other circumstances due to the perishable nature and personalisation of our products.
If we haven't answered your question here, please email [email protected] and we will do our best to help you.