Shipping policy

Shipping Policy

At Velvet Cookie Haus, we bake our cookies fresh to order and dispatch them promptly so they arrive ready to enjoy.

Baking and dispatch

We dispatch orders on the day of baking or, at the latest, the following day. Your order will never be dispatched later than the day after it is baked.

For our regular weekly orders, we bake on Tuesday and dispatch by Wednesday at the latest. Orders may be dispatched earlier.

If an unexpected issue prevents us from meeting this schedule, we will contact you before dispatch to arrange a fresh bake or a refund. We will not send an older batch outside this dispatch window.

Delivery times

Orders are sent using Royal Mail Tracked 24, with delivery normally expected the day after dispatch.

This is an estimated delivery time, not a guaranteed arrival date. Our dispatch commitment relates to when we hand your parcel to the courier.

Delivery charges

Delivery charges and any eligible free delivery offers are shown at checkout before you place your order.

Tracking your order

Once your order has been dispatched, we will send a dispatch confirmation and tracking details using the contact information provided at checkout.

Delivery details

Please check that your delivery address and postcode are correct before completing your order. If you notice an error, contact us immediately at Shop@velvetcookiehaus.co.uk. We will try to make changes before dispatch, but cannot guarantee that an address can be changed once the parcel has been handed to the courier.

Please arrange for someone to receive your order where possible and follow the storage instructions supplied with your cookies.