Refund policy

We do not offer returns on our cookies due to them being a freshly baked product. Please note that we will be open to replacing your cookies if there have been any product issues or delivery issues which can happen. We bake and ship our orders on Wednesdays and only consider requests for refunds made within 7 working days. 

To be eligible for a replacement or refund in special cases, you will need to send us photos and proof of the problem so that we can confirm it is within our policy. You’ll also need an Order Number so that we can confirm your order date and details. Please note we use this process to stop fraudulent claims. Any fraudulent activity or product scamming will be handed over to our legal team in special cases. We're a small business so we hope you understand! 

To open a refund or replacement query, please email us at orders@arrivalcookies.com. Please put your order number and name in the subject line so that we can easily identify your order. Someone from our team will get back to you and open a discussion around the problem, and we'll make sure we help you with the issue. Please be patient as we have a small team and may take up to 48hrs to get back to you. 

Feel free to email us about any other questions or concerns around your order should there be a problem.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Refunds
Please remember it can take some time for your bank or credit card company to process and post the refund.