Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at faipaterson@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at faipaterson@gmail.com.


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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at faipaterson@gmail.com.

Returns & Refund Policy

1. Food Safety & Returns

Due to the perishable nature of our products and in line with UK food safety regulations, we are unable to accept returns of cookies once they have been dispatched or collected.

This does not affect your statutory rights.

2. Damaged, Incorrect or Faulty Orders

If your order arrives:

  • Damaged

  • Incorrect

  • Incomplete

  • Not of satisfactory quality

Please contact us within 24 hours of delivery/collection at shop@coconestbakes.com with:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

We will review your claim and may offer:

  • A replacement

  • A full or partial refund

  • Store credit

Refunds will be processed to the original payment method within 5–10 working days once approved.

3. Non-Delivery

If your order does not arrive:

  • Contact us within 48 hours of the expected delivery date.

  • We will investigate with the courier.

If the parcel is confirmed lost, we will offer a replacement or refund.

Please note we are not responsible for delays caused by the courier once the parcel has been dispatched.

4. Order Cancellations

Online Orders

Under the Consumer Contracts Regulations, perishable goods are exempt from the standard 14-day cooling-off period.

This means cookie orders cannot be cancelled once production has begun or the order has been dispatched.

If you wish to cancel, please contact us immediately. We may be able to cancel if production has not yet started.

Custom or Personalised Orders

Personalised or bespoke cookie orders are non-refundable unless faulty.

5. Allergies & Ingredients

We clearly list allergens in line with Food Information Regulations.

It is the customer’s responsibility to review allergen information before purchasing. We cannot issue refunds for allergic reactions where allergens were correctly declared.

6. How to Contact Us

For any concerns, please contact:

Email: shop@coconest.com
Business Name: CocoNest Bakes

We aim to respond within 1–2 working days.