Refunds, Returns and Cancellations

At Velvet Cookie Haus, we bake our cookies fresh to order and want every box to arrive ready to enjoy. If something is wrong with your order, please contact us so we can help.

Change-of-mind returns

Our freshly baked cookies and accompanying dips are perishable food products liable to deteriorate or expire rapidly. They are therefore exempt from the usual 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013.

We do not accept returns or offer refunds simply because you have changed your mind about these products. This does not affect your rights if your order is faulty, damaged, incorrect or not as described.

Cancelling or changing an order

Please contact Shop@Velvetcookiehaus.co.uk as soon as possible if you would like to cancel or change an order.

We will try to accommodate your request before preparation begins, but changes and change-of-mind cancellations are not guaranteed. If we agree to cancel your entire order before dispatch, we will refund the amount paid, including delivery charges.

If we cannot fulfil your order, we will notify you and refund any payments for the cancelled order.

Damaged, faulty or incorrect orders

You are entitled to goods that are of satisfactory quality, fit for purpose and as described.

If your order arrives damaged, spoiled, incomplete or incorrect, please email Shop@Velvetcookiehaus.co.uk with your order number and a description of the issue. Photographs of the products and packaging, where available, will help us investigate.

Please contact us promptly, within 24 hours of delivery, because our products are perishable. This is a request to help us assess the issue, not a deadline that removes your statutory rights.

Where you are legally entitled to a refund, we will provide it. We may offer a replacement if you prefer, but you do not have to accept a replacement or store credit instead of a refund you are entitled to.

Returning food products

Please contact us before posting any food products back. We will explain whether a return is needed and provide instructions. Where a return is required because products are faulty, damaged or not as described, we will cover reasonable return costs.

Do not consume any product you believe may be unsafe.

Missing or delayed deliveries

If your order has not arrived or a delivery delay has affected its condition, please contact us. We will investigate with the courier and provide the remedy required by your consumer rights.

We remain responsible for delivery when you use a courier arranged by us. You will not be required to resolve a missing or damaged delivery directly with that courier.

Refund processing

Refunds will be issued without undue delay and within 14 days of us agreeing that you are entitled to a refund.

We will refund your original payment method unless you expressly agree otherwise. We do not charge a refund processing fee. Your bank or payment provider may take additional time to display the payment.

Where the entire order is refunded because it was faulty, damaged, not as described or not delivered, we will also refund the delivery charge.

Your statutory rights

Nothing in this policy excludes or limits your rights under UK consumer law, including the Consumer Rights Act 2015.