Terms & Conditions

1. Changes to Terms

We may update these Terms from time to time. It is the user’s responsibility to read the current terms and conditions thoroughly. The latest version will always be available on our website.

2. Ordering

By placing an order on our website you confirm that:

• You are at least 18 years old or have the bill payers permission.
• All information provided is accurate and complete.
• All orders are subject to availability and confirmation of payment.

We reserve the right to refuse or cancel orders if there are issues with payment, stock availability, or suspected fraudulent activity.

3. Pricing

• Prices may change at any time, but this will not affect orders already confirmed.
• Delivery costs are displayed at checkout before payment is completed.

4. Delivery & Collection

Delivery and collection are subject to the terms listed on our Delivery Information page. Key points include:

• UK delivery via Royal Mail Small Parcel (1st Class)
• Orders placed before 1pm Monday–Friday are dispatched the same day
• Minimum delivery order: 6 cookies
• Delivery cost £3.99 or free on orders over £50

Local collection is available Monday–Friday between 3pm and 5pm, or otherwise by prior arrangement.
Collection address: 26 Lister Close, Lister Mill Business Park, Plymouth, PL7 4BA.

5. Delivery Responsibility

Once an order has been dispatched, delivery is handled by Royal Mail. While we aim to ensure prompt delivery, we cannot be held responsible for delays caused by the courier service.

Customers are responsible for ensuring the delivery address provided at checkout is accurate and complete.

6. Returns & Refunds

Due to the perishable nature of baked goods, we cannot accept returns once products have been delivered.

If your order arrives:

• Damaged
• Incorrect
• Missing items

Please contact us within 24 hours of delivery at orders@cookiebox.shop with your order number and photos if possible.

We will review the issue and may offer:

• A replacement
• A refund
• Store credit

7. Allergens

Our cookies may contain or come into contact with common allergens including, but not limited to:

• Wheat (gluten)
• Milk
• Eggs
• Nuts
• Tree Nuts
• Soya
• Sulphur Dioxide

While we take precautions, our kitchen handles multiple allergens, therefore we cannot guarantee products are free from cross-contamination.

Customers with severe allergies should contact us before ordering.

8. Product Information

We take care to describe our products as accurately as possible. However, as all products are handmade, appearance may vary slightly.

We do not use "AI" or any other automated/generative technologies in the production of our images or videos.

9. Copyright

All content contained within this website is the property of The Cookie Box. All rights are reserved. You are not authorised to use, edit, or duplicate any of this site’s content without our express permission.

We reserve the right to photograph your order for promotional purposes. This will not contain any Personal Identifiable Information (PII) and will be used in accordance with our Privacy Policy section of these Terms & Conditions.

10. Limitation of Liability

To the fullest extent permitted by law, The Cookie Box shall not be liable for any indirect or consequential loss arising from the use of our products or website.

Nothing in these terms excludes liability for death or personal injury caused by negligence.

11. Privacy Policy (UK GDPR)

Information We Collect

When you place an order we may collect:

• Name
• Email address
• Delivery address
• Phone number
• Payment details (processed securely via our payment provider)

How We Use Your Information

We use your information to:

• Process and deliver orders
• Provide customer support
• Send order confirmations and updates
• Improve our services

If you subscribe to our newsletter, we may also send marketing emails. You can unsubscribe at any time.

We take reasonable steps to protect your personal data from loss, misuse, or unauthorised access.

Payment details are processed securely through third-party payment providers.