Frequently Asked Questions
I have made an order and need to cancel before dispatch
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us on firstname.lastname@example.org including your order number (found on your order confirmation emailed to you by us on completion of order) we can then refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster.
I want to return an item to Milk & Cookys
There is a section within your “Order Confirmation” email that you can print and complete with the details of your return.
Package up your returned item carefully and return to the address on the bottom right of your invoice received with your parcel, the address can also be found on the label on the reverse of your parcel. Please note this is just a returns address and does not cover any postage costs.
All you need to do now is take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.
As soon as we receive your returned item we will organise the exchange, credit note or refund for you and email you to let you know when this has been arranged.
I would like to return an item for something else
We will process your return as quickly as possible, usually within 3 working days of receipt, however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
I would like to return an item for a credit note or refund
We will issue your credit note/refund as quickly as possible, normally within 7 working days of receipt of your return. Once the credit note /refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. On occasion this can take up to 10 working days. Delivery charges are non refundable unless you have received an incorrect or faulty item from us. Please indicate you wish to return an item by first e-mailing us at email@example.com quoting your order number (found on your order confirmation + invoice)
I have received a faulty item
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail firstname.lastname@example.org quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 14 days from receipt of the faulty item to return it to us.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail email@example.com quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 14 days from our dispatch of the incorrect item to return it to us.