Arrival Cookies

Frequently Asked Questions

Check most frequently asked questions here, if you need help with an order please email us at orders@arrivalcookies.com

Email is the way to go! Our social media team are unable to action anything relating
to orders through a DM or a comment, so please email
orders@arrivalcookies.com so our
customer service team can get back to you. Any order-related DMs will
be asked to send our team an email, so to save time, please email us right off
the bat and we’ll be happy to help!
 

Our cookies contain EGG, MILK, GLUTEN, and SOY as main allergens. There may also be traces of NUTS & PEANUTS in any of our products due to our bakery having some nut-based products. Nutella products contain HAZELNUTS. Peanut Butter products contain PEANUTS. Please read the product descriptions carefully for any specific allergen information.

Our current dispatch time for orders is approximately 1-3 working days (Monday-Friday) from the day the order was placed. Once dispatched, all orders should be delivered on a “next-day” DPD service so your treats will arrive perfectly fresh and delicious. 

Please only get in touch with our customer service team if
it has been longer than 5 working days (Monday-Friday) since your order was
placed.   

Please immediately email us at orders@arrivalcookies.com with the subject line “Address Change Order #____” and include the new address to save time. If the order has not yet been dispatched, we will be able to update the address for you no problem. Please note we are not liable for incorrect addresses resulting in undelivered/mis-delivered orders. 

Our cookies are alcohol free, vegetarian, and Halal, however, they do contain free-range eggs. Please note that all of our products contain gluten and are NOT suitable for those who are gluten intolerant.

We advise you eat your cookies within three days of receiving them if they are being kept in the fridge (though we’re pretty sure you won’t be able to resist them for that long!) You can also freeze them for 3 weeks should you want to keep them longer.

We are unable to offer any customizations to the flavours in our mixed boxes at this time.   

Unfortunately, this is not a service we offer currently. We will send you an email once DPD
has received your parcel (meaning it will likely be delivered the following
day on a next-day delivery) and DPD will send you an SMS or email to let you know the 1-hour slot your gift will be delivered to the recipient if you wish to send an e-card or a text
message to go along with it.
  

Unfortunately, due to our agreement with DPD we are not able
to offer nominated-day delivery currently. We hope to work towards this soon,
though!
 

We are able to ship across most of mainland UK. There are some exclusions, though, including the following postcodes:

EI, FK, GY, HS, IM, IV, KA, KW, PA, PH, TR, BT, JE, KW, ZE, AB37-38, AB44-45, AB53-56, CA18-27. 

Please note that our excluded postcodes may change at anytime. If you place an order to a postcode we are unable to deliver to, your order will be automatically cancelled and refunded.

Our customer service team is very small, and we are doing
our best to get back to everyone within 48 hours, but please bear with us. Please
refrain from sending duplicate emails as this only complicates things on our
end and may delay you receiving a response. Thank you for your understanding!