Shipping Policy

1. Delivery Dates & Freshness

When placing your order, you select an expected delivery date.

This date is the day we aim for your order to arrive. All cookies are sent out the day before delivery on an express "Next Day" delivery via DHL.

While we work closely with our courier partner, delivery dates are not guaranteed and may occasionally be affected by factors outside of our control, including courier delays, weather conditions, or peak seasonal demand.

If your order is for a special occasion or event, we strongly recommend selecting a delivery date at least one day earlier than required to avoid disappointment in the unlikely event of courier delay.

During peak periods (including Valentine’s Day, Mother’s Day, and Christmas), we recommend selecting delivery 1–2 days earlier than your required date.

2. Delivery Service

We offer nationwide delivery across the UK Mainland.

Orders are dispatched using our courier partner. Standard delivery days are Tuesday to Friday.

Deliveries are not scheduled for weekends.

In limited circumstances, where a parcel scheduled for Friday delivery is delayed and held at the courier depot over the weekend, delivery may take place on the following Monday.

Once your order has been dispatched, you will receive a tracking email (where a valid email address has been provided at checkout) directly from the courier with updates regarding delivery progress and estimated time windows.

  • Deliveries cannot be made to PO Boxes.

  • We do not deliver to Northern Ireland, Isle of Man, Guernsey, Jersey, HS, KW or ZE postcodes.

  • We cannot deliver to hospitals, military bases, or locations with restricted access where parcels may be refused.

3. Customer Responsibility – Attendance & Delivery Changes

As our products are perishable baked goods, it is the customer’s responsibility to ensure that someone is available at the delivery address to receive the parcel on the scheduled delivery day.

If no one is available, the courier may:

  • Leave the parcel in a safe place,

  • Leave it with a neighbour, or

  • Confirm delivery in accordance with their standard procedures.

Baked goods cannot be returned to the depot once out for delivery.

Changes Made via Courier Dashboard

If a customer chooses to change the delivery date, delivery method, or delivery address directly with the courier via tracking notifications:

  • We are not liable for any delays resulting from these changes.

  • Changing the delivery address typically adds at least one additional working day to the delivery timeline.

  • If a parcel is redirected or returned to the depot following customer instruction, any resulting delay is outside of our control.

  • As standard deliveries operate Tuesday–Friday, any rescheduled delivery may move to the next available delivery day within this window.

  • If changes are made to a Friday delivery and the parcel is not delivered that day, it will typically be scheduled for delivery on the following Tuesday (or Monday only where the courier releases previously delayed parcels held at depot).

Where a parcel is left unattended or rescheduled in accordance with courier procedures or customer instruction, we cannot accept responsibility for deterioration, theft, weather damage, or loss after delivery has been confirmed.

4. Completion of Delivery & Transfer of Risk

We are responsible for your order until it has been delivered to the address provided at checkout.

Delivery is deemed complete when the courier confirms successful delivery to the correct address. Confirmation may include:

  • GPS delivery confirmation

  • A delivery photograph

  • Courier tracking updates

Once delivery has been confirmed by the courier, risk passes to the customer.

We cannot accept responsibility for parcels that are lost, stolen, damaged, or moved after delivery has been completed.

5. Gift Orders

Where an order is placed as a gift, it is the purchaser’s responsibility to ensure the recipient is available to receive the delivery.

We cannot accept responsibility where a recipient is unavailable and the parcel is left in accordance with courier procedures.

6. Delays & Courier Issues

Once orders are collected by our courier partner, any delays are unfortunately outside of our control. While we will always assist where possible, we cannot speed up parcels once dispatched.

Customers must monitor their tracking link and raise delivery queries directly with the courier in the first instance. We are happy to support you through this process.

If your order has not arrived within 2 business days of the expected delivery date, please contact us at info@mammagcookies.co.uk with your order number.

7. Address Accuracy

Customers must double-check shipping details before placing an order.

If you notice an error, email info@mammagcookies.co.uk immediately with:

  • Your order number

  • The incorrect address provided

  • The correct address

If your order has already been fulfilled or dispatched, we are unable to amend the address.

We cannot accept responsibility for orders delivered to incorrectly provided addresses.