FAQs

Cookies

Payment

Ordering

Delivery

Packaging

Cancellations and Returns


Cookies

What flavours do the cookies come in?

Rich Chocolate (with fairtrade cocoa), Real Vanilla (made with real vanilla extract) and Spicy Ginger.  Gift boxes contain cookies of one flavour, to prevent cross-flavouring.

How long do your cookies stay fresh?

As our cookies are made with no artificial preservatives, we package them in sealed crystal clear cello wrapping so they keep fresh for 12 weeks from the date they are made, providing they are unopened and kept in a cool place, out of direct light.  Once opened, they should be stored in an airtight container and eaten within two weeks.

What ingredients are used in your cookies? 

Real Vanilla:  Wheat flour, sugar, Yorkshire butter, golden syrup, local free range eggs, real vanilla extract, raising agents: monocalcium phosphate, sodium bicarbonate

Rich Chocolate:  Wheat flour, organic fairtrade cocoa, sugar, Yorkshire butter, golden syrup, local free range eggs, raising agents: monocalcium phosphate, sodium bicarbonate

Spicy Ginger: Wheat flour, muscovado sugar, Yorkshire butter, golden syrup, local free-range eggs, ginger, cinnamon, coriander, nutmeg, clove, pimento, raising agents: monocalcium phosphate, sodium bicarbonate

Icing:  Sugar, dried pasteurised egg white, lemon juice with range of EU approved food colours*

Picture cookies also contain:  Water, cornstarch, corn syrup solids, cellulose, sorbitol, Glycerine, sugar, vegetable oil, Arabic gum, polysorbate 80, vanilla, titanium oxide and citric acid

*Each cookie design uses different food colours and decorations all of which have passed safety tests and are approved for use throughout the European Union.  Your cookies could contain any of the following E102, E104, E110, E122, E124, E129, E133, E151, E153, E155, E172. 

Allergy Advice

Our cookies contain gluten, milk, wheat and egg and are suitable for vegetarians. All our products are carefully made in our own cookie workshop, which is a nut-free environment.

Can you make picture cookies?

Yes, we can print your pictures, corporate logos or images in edible inks on to very thin edible icing which is overlaid on a hand-iced base of royal icing. This is a great way for companies to promote their brand or product as customer gifts or at corporate events. Cookies may be supplied loose, individually packaged or in boxes.  Please use the ' Contact Us ' page to request a quotation stating your requirements and how many cookies you would like to order. 

Ordering

What is the minimum order?

4 large individual cookies OR a small gift box containing 6 small cookies or a medium gift box selection. For custom cookies – 24 cookies. However, smaller orders are possible upon payment of a £20 set-up charge.

What lead time is required?

Generally, 3 weeks' notice is required, but a shorter lead time may be possible. If you need your cookies in a hurry, please contact us and we'll do our best. If possible, please order early for your special occasion – particularly if it is a large order. Orders may be placed months in advance.

Can I order a sample?

Yes – if you'd like to commission a bespoke design, a sample can be made for you for £10 including P&P, which would be fully refundable against an order of over £100 (excluding P&P).

Packaging

How are the cookies packaged and presented?

Gift boxes are made of fully recyclable cardboard. Cookies in gift boxes are supported in a food grade glassine cushion pad (like those used in chocolate boxes) wrapped in crystal clear cello to ensure maximum freshness. The cookie layer is then overwrapped with co-ordinating tissue paper sealed with a sticker, lidded and finished with a printed box band. Each box also has gift tag either bearing your special message (which you add at checkout) or left blank for you to handwrite.

Wedding, event and corporate cookies are individually wrapped and trimmed with an organza or polyester ribbon in your choice of colour. Gift tags or place names can be attached to the ribbon of each cookie and may be pre-printed with your specified text. For prices please e-mail details and numbers required via the Contact Us page.

Are my cookies safe during transportation?

Every effort is made to ensure cookies do not move around during transportation and arrive in perfect condition. Boxed cookies are sent in strong cardboard mailers. Individual cookies (e.g. wedding favours) are carefully wrapped with interleaving bubblewrap and packaged in strong cardboard mailing cartons. All boxes are marked as 'fragile' and so far, we have not had a breakage. However, in the unlikely event of a broken cookie, we'll happily replace it.

Payment

When will I need to pay?

For website orders, payment is required on ordering. For bespoke orders, payment must be received 10 working days before your delivery deadline, unless cash on collection/delivery is agreed in advance. If not, we cannot guarantee that your order will be completed within the agreed time period.

What payment methods do you accept?

Payment for website orders is via PayPal, but in the event of the customer not having a PayPal account, can be made via cheque or online bank transfer, with prior agreement. Custom and corporate orders may be paid for via bank transfer , PayPal or cheque (allowing time for clearing) - or by cash if collection/ local delivery is agreed.

Delivery

Where do you deliver to?

Our cookies can be shipped UK-wide and to anywhere in the European Union.

What UK shipping options to you offer?

Most UK orders are sent by Royal Mail 1st Class Recorded Delivery and will require a signature on arrival. Larger orders (weighing over 4 kg) are sent by DHL Express or Parcelforce 48, depending on the value of the order.

Other postage options are:

• Special Delivery (Royal Mail) - Guaranteed next WEEKday delivery (from despatch) or your postal costs refunded (choose Saturday Special if you need your item to arrive on a Saturday). This is the most economical; 'Guaranteed' option for smaller orders. Choose this option if you need a gift item to be delivered on a specific week day. Whilst Royal Mail 'guarantees' this next day delivery service we have experienced occasional delays in the past. We will, however refund your postal costs if your Special Delivery does not arrive on time.

• Saturday Special Delivery (Royal Mail) - Guaranteed Saturday delivery (from despatch on a Friday) or your postal costs refunded. Choose this option if you need a gift item to be delivered on a Saturday. Whilst Royal Mail 'guarantees' this Saturday delivery service we have experienced occasional delays in the past.

Can I send cookies to more than one destination?

Yes, either order the cookies separately (so you can enter a different shipping address for each order), or just email the details (products, and delivery addresses) to us at delia@campervancookies.com and we will do the rest.

What EU shipping options do you offer?

• Airmail (delivery aim 5 working days) – standard service, not tracked

• Airsure (delivery aim 2 working days) – fully trackable and insured.

Please note that we have no control over whether your cookies are held by customs in the destination country and take no responsibility for any international delivery held up due to these circumstances.

Do you deliver?

Delivery within 10 miles of Sheffield city centre may be arranged at a cost of 50p per mile, based on the round trip distance.

May I collect my cookies?

We are based in Nether Edge, Sheffield. Local customers are welcome to collect their cookies by prior arrangement.

Cancellations and Returns

What is Campervan Cookies' cancellation policy?

When you place an order, a despatch date will be confirmed to you via email. We will be happy to fully refund any order that is cancelled 10 business days or more prior to your despatch date.

Orders cancelled within 10 business days of your despatch date will not be refunded as design work and baking may have commenced. All cancellations must be received via the 'Contact Us' page.

How about returns and refunds?

Due to the nature of the products sold by the Campervan Cookie Company, we don't accept returns and we can only issue refunds in the unlikely event you do not receive the correct products. If this is the case, your order must be returned to us in its original packaging within 7 days of receipt of the goods and your return postage will also be refunded.