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HELP

WHAT CAN WE HELP YOU WITH?

HOW CAN I CONTACT YOU ABOUT AN ORDER/A QUESTION/SOMETHING ELSE?

Please send an email to hello@joscakeco.com, use this contact form, or send a message via Facebook Messenger or Instagram.

CAN I GET A REFUND OR RETURN MY COOKIES?

In a nutshell: we will always do whatever we can to make you happy. You can find our full returns and refund policy here.

WHEN DO YOU RESTOCK YOUR COOKIES?

We occasionally release LIMITED EDITION cookies (Loaded Cookies, flavours and other new products), so keep an eye out on our social media and the Order Now page!

WHEN WILL MY COOKIES BE DISPATCHED?
  • Cookie Cups go live every Thursday morning and every order is dispatched the following Tuesday/Wednesday.
  • Surprise Boxes go live every Tuesday evening and are dispatched the next day, on Wednesday
  • Loaded Cookie Quarters go live every Monday evening and are dispatched on Tuesday/Wednesday
  • Loaded Cookies are dispatched within five working days, unless you have chosen a specific arrival date.
WHAT POSTAGE OPTIONS DO YOU OFFER?

As of January 2021 we have the following postage options available (depending on your order):

  • Royal Mail Tracked 48: delivery aim 48 hours (tracking included)
  • Royal Mail Tracked 24: delivery aim 24 hours (tracking included)
  • Royal Mail Guaranteed Next Day: next working day (by 9pm)

These options are constantly under review as we want to provide the best service and the most choices we can. We no longer offer Hermes Next Day or Royal Mail First Class.

WHAT FLAVOURS DO YOU OFFER?

Our menu rotates to give you five different flavours every single week. You can see both current and past flavours on the Monthly Menu.

HOW LONG WILL MY COOKIES LAST?

All cookies are airtight-packaged and will remain fresh for two weeks from being dispatched, but we wouldn’t wait long to eat them!

HOW SHOULD I STORE MY COOKIES?

If the weather is above 25°C you might want to consider storing your cookies in the fridge. Anything below that temperature, you can keep them out (maybe pop them in an air-tight container).

CAN I FREEZE MY COOKIES?

You can freeze them (up to 3 months in an air-tight container or zip lock bag) and then defrost them at room temperature.

CAN I SEND COOKIES TO SOMEONE ELSE?

Yes, absolutely, you kind person! When you make your order you will have the option to send cookies to someone else, and if you like you can add a gift note and wrapping for just £1.

CAN I MAKE A CUSTOM ORDER?

Please send an email to hello@joscakeco.com or a message via Facebook Messenger or Instagram and we will see what we can do! 

DO YOU OFFER DISCOUNTS OR DEALS?

Absolutely! Sometimes we offer deals exclusively for members of the Cookie Club (membership is FREE, so sign up NOW!), sometimes we have social media exclusive discounts and sometimes when we are feeling generous, we might pop a discount code in your treat box!

DO YOU WORK WITH SOCIAL MEDIA INFLUENCERS?

Yes! Please send an email to hello@joscakeco.com or a message via Facebook Messenger or Instagram and we can set something up.