Refund policy

 

Last updated: September 20, 2026

Every order we send out is made fresh just for you, whether that's our freshly baked cookies or our frozen cookie dough.

Because our products are perishable, they can't be returned. Under the Consumer Contracts Regulations 2013, perishable goods are exempt from the standard 14-day cancellation right, so we're unable to offer refunds for change of mind — including flavour preference, ordering in error, or no longer wanting your order. We hope that makes sense.

Damaged orders

We pack every order with lots of care, but if your order arrives significantly damaged, we'd love to make it right. Please contact us within 48 hours of delivery at hello@milkitbakehouse.com with photos of your order and packaging. We'll assess the issue on a case-by-case basis and, where appropriate, may offer a replacement.

For our freskly-baked cookies, a few crumbs or small breakages can naturally happen on their journey and wouldn't usually count as significant damage.

Frozen cookie dough deliveries

Our frozen cookie dough is a temperature-sensitive, perishable product and is sent via DPD Next Day in specialist insulated packaging. Because the dough needs to stay within safe temperature conditions, frozen orders have one delivery attempt only.

You'll need to make sure either someone is available to receive your delivery, or you've nominated a suitable safe place where DPD can leave your parcel if you're not home. We strongly recommend keeping an eye on your tracking and setting your delivery preferences before delivery.

Every attempt will be made to leave your parcel safely. However, if DPD can't deliver on the first attempt and there's no suitable nominated safe place, the parcel can't be redelivered and will need to be disposed of due to food safety requirements. Unfortunately, we're unable to offer a refund or replacement where a frozen order couldn't be delivered because nobody was available and no safe place was provided.

Incorrect delivery details: If your parcel can't be delivered because the address or contact details provided at checkout were incomplete or incorrect, we're unable to offer a refund, as your order was dispatched correctly based on the information we were given. In this case, we're happy to send a replacement instead — just get in touch at hello@milkitbakehouse.com and we'll sort it for you.

Courier delays: If your frozen order doesn't arrive within DPD's next-day delivery window for reasons outside your control — for example, a delay with the courier — the dough will no longer be safe to deliver and will need to be disposed of for food safety reasons. In this situation, rather than a refund, we'll send you a replacement pouch with the following week's frozen batch.

If there's a delivery issue outside your control, please get in touch and we'll investigate it with DPD.

Frozen dough on arrival

Your dough should arrive frozen and ready to pop straight into your freezer. If you have any concerns about the condition or temperature of your frozen dough when it arrives, please don't consume it — contact us as soon as possible, and within 48 hours of delivery, with photos of the parcel and its contents so we can look into it for you.

Missing orders

If your baked cookie order hasn't arrived, let us know within 3 days of the expected delivery date and we'll investigate with the courier.

For frozen cookie dough, please contact us as soon as possible if your parcel hasn't arrived on its expected delivery day — because it's temperature-sensitive, we need to look into any delay promptly.

Where an order has been lost or delayed due to a courier issue, we'll review the circumstances and arrange an appropriate resolution.

Ordering baked & frozen together

If you order freshly-baked cookies and frozen cookie dough together, they'll be dispatched separately, as they need different packaging and delivery services. Your baked cookies go via Royal Mail Tracked 24, your frozen dough via DPD Next Day. You'll get separate tracking for each parcel, and they may arrive at different times.

Cancellations

Orders can be cancelled up until Sunday at midnight, our weekly order cutoff. After this point, your order has entered our production schedule and we're unable to cancel or refund it.

Quality issues

We take quality seriously and every batch is made with care. If you feel there's a genuine quality issue with your baked cookies or frozen cookie dough, please contact us within 48 hours of delivery at hello@milkitbakehouse.com. We'll review each issue on a case-by-case basis and, where appropriate, may offer a replacement or another suitable resolution.

Have questions? Email us at hello@milkitbakehouse.com — we're always happy to help.