Terms and Conditions

---

Postal Orders sent via Royal Mail

We send our postal baked goods across Northern Ireland, UK Islands and Scottish Highlands via Royal Mail Tracked24 Delivery. 

• Once your order is dispatched from our bakery you will receive an email containing your Royal Mail tracking details.
• Please note that we offer Royal Mail delivery guidelines based on their published recommendations. Tracked24 aims for next day delivery but is not guaranteed. Therefore, we cannot accept liability for any delivery issues, including late deliveries, once the order has been dispatched from our kitchen. However, we will always do our very best to understand and resolve issues on your behalf.
• Most parcels arrive for the next day, however please allow up to 3 days for you parcel to arrive before contacting us. 
• Where delivery is requested, it is the customer’s responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility that there is someone to accept the delivery at the address.
• Please note that our postal baked goods may not fit through the letterbox. We cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no one to accept delivery.
• If you required an order for a specific date please drop us an email and we will do our very best to accommodate it. 

Refund Policy

All of our baked goods are baked to order, and we do not accept returns. 

Postal’s 

Refunds, credit notes, or a replacement order to the same value will be given only in the event that you receive the incorrect product, or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your postal bakes upon arrival, you must contact us within 24 hours of receipt. Carlys Cookies Limited will not accept liability for any complaints made after this time. While we take great care to package our products securely for postal delivery, on rare occasions breakages and damage can occur in transit. This will not warrant a refund.

In the case where the issue of concern isn’t clear from photographs, we will require you to return the product to us for inspection. Subject to our report on the claimed damage, we will provide a refund, credit note, or a replacement order to the same value of the returned product in the event that the product(s) are shown to be of unsatisfactory quality. Carlys Cookies Limited will not be liable for any costs incurred by you in returning your unusable goods to us.

There are certain situations where partial refunds are granted. This will be at the discretion of Carlys Cookies Limited.

We hope that you will love your order. However, if you are in any way unsatisfied with the condition or quality of your Product, it is the customer's responsibility to contact us in writing within 24 hours of receipt, by sending an email to contact@carlyscookies.co.uk, including relevant photographic evidence of the issue. Carlys Cookies Limited will not accept liability for any complaints made after this time.