UPDATED: 07/10/2023

Andy&Sarah’s is based in Preston, Lancashire, in the United Kingdom. We offer our services to the United Kingdom and deliver all over the UK.

Andy&Sarah’s will treat all orders equally despite the chosen shipping service and order value. We guarantee that we will dispatch all orders on the day before the date chosen via the date picker.

We offer a streamlined service that guarantees set days for shipping and personalisation of your order. Upon the checkout page, you will be required to choose a mandatory date before you can check out and pay for your order. Please note, that the date chosen is an ESTIMATED DELIVERY DATE, Meaning that this is an estimate and not a guarantee, we offer plenty of guidance during checkout to manage delivery expectations..

Unfortunately, it is NOT POSSIBLE for us to dispatch on the day you placed the order if tomorrow’s date is not available during checkout. If you need same-day shipping, please contact us ASAP as we must have time to bake, personalise and dispatch the item ordered.

Upon order completion, we will send you an email asking you to check your order details. We understand that sometimes mistakes are made; please do not worry, in the case of any mistakes, we provide information and guidance on how to inform us on correcting any mistakes you may have made before we begin processing your order within the confirmation email. Please note that some emails can go to junk.

We always recommend checking this email as sometimes phones and computers can auto-correct or autofill details and change your originally intended input. We ask you to check this as it is your responsibility to ensure the data provided to us is correct as we would obviously have no way to cross-reference it.

Any items returned are now being charged to us by Royal Mail with a fee of £2, if your item is returned to us, you may be asked to cover this fee if the returned item was not delivered for reasons such as, not collected, nobody at the address, the recipient does not occupy the address and other scenarios that are no fault of Andy&Sarahs.

It’s worth noting that we DO NOT check orders for address typos, mistakes and spellings as we do not have the available resources, the same applies to your order details such as a message in the box and personalisation.

All orders outside the PR4 6* and PR9 8* postal areas are dispatched via Royal Mail 24 on your chosen shipping date, All orders within the PR4 6* and PR9 8* postcode areas will be hand-delivered on your chosen shipping date.

Local hand deliveries are likely to arrive between 3:30pm and 6:00pm. We will contact you to inform you when we’re on our way. All local deliveries are not relevant to this delivery policy contract below and there is no need for you to read any further, as we can simply guarantee local PR4 6* and PR9 8* deliveries on the date you choose via the date picker. Local delivery orders are still bound by associated parts of our terms and conditions.

For all orders being delivered via Royal Mail, it is important that you read and understand this policy contract before placing your order.

Upon placing your order, you understand that you have been given the opportunity both pre and post order to read this page and you agree to comply with this agreement and are bound by this contract along with our terms & conditions linked to and from this page.

Our shipping & delivery contract: (only relative to non-local delivery orders)

Please ensure you input the correct address to aid in fewer delays, You will receive an email asking you to confirm your order details upon order completion, we also send you a text message alongside this email. We do not, and cannot manually check the address before shipping, inputting the correct address is your responsibility.

We can only deliver and ship to UK addresses, we have disabled the option to choose a country on the shipping address form during checkout, therefore removing any option for non-UK delivery. However, this does not prevent the ability for you to manually or force enter address details in the forms fields provided on the shipping address form, if you have input a non-UK address for delivery, our system will automatically continue to process the order and dispatch it regardless as if it is a UK address, there is no way for our integration with Royal mail to verify your address details.

If you do input the wrong address or a non-UK address, it is unlikely the order will be delivered. In such cases, as the item is made to order, and personalised and bespoke customised by your request, we are unable to resell the product, therefore via our legal entitlement, we will be unable to replace or refund such orders free of charge.

We recommend that you place your order at least 2 days before your required in-hand or delivery date. To prevent any delays, be sure to provide any personalisation requirements and input your required delivery details during checkout. Please be sure the address details for delivery are correct, as we cannot be held responsible for your error of input as outlined in our terms and conditions of sale.

We will dispatch all non-local orders via Royal Mail 24. We will only send out parcels via Royal Mail’s 1st class tracked service advertised as Royal Mail 24 Tracked; we never use 48 or 2nd class services. These services are typically a next day delivery service; however, during busy periods you should allow extra time for possible delays.

Please be advised that although Royal Mail advertises 1st class and 24-hour service as typically a next-day service, it is not guaranteed next-day delivery service and we can not guarantee any specific day or date for delivery.

Royal Mail’s working delivery days are Monday to Saturday with Sunday not being classed as a working delivery day. We dispatch between Monday and Friday every week.

You will have provided us with a mandatory date selection before being able to physically check out. The date chosen in the checkout is an estimated delivery date, as stated above, this is by no means a guaranteed delivery date regardless of the shipping service chosen, it is simply an estimated delivery date. As guidance, you should allow a minimum of 2 days for delivery once dispatched and during busy seasonal periods you should allow at least 3-4 days.

On our main product pages, there is some advisory text that explains delivery time expectancies. This information may change to advise of any currently expected delays such as Christmas and other holiday periods.

We will send an email confirmation and a text message asking you to check your order details. It will specifically outline that you should check your order details, and it will give you the option to change it in case of any errors.

We cannot guarantee a specific delivery date or days; however, by placing your order, you will enrol into an agreed contract to dispatch your order the day before your chosen estimated delivery date that you have inputted into the shipping date picker via the checkout page and by doing so you will agree to the guidance of expecting your parcel to arrive with at least 2 days or up to 4 days during busy seasonal periods as outlined above..

We, therefore, guarantee that we will dispatch your order the day before the date you have provided or your money will be refunded. With the exception of holiday periods, when the postal service is saturated, we may dispatch an order earlier than to ensure the arrival of the item in a timely manner.

You can find out more about Royal Mail 24 here: https://www.royalmail.com/sending/uk/tracked-24

You can find the Royal Mail 24 service contract here: https://www.royalmail.com/sites/royalmail.com/files/2021-04/specific-terms-for-non-account-tracked-24-and-tracked-48-version-4.pdf

As per Royal Mail’s service contract, you agree and understand that you should expect 1-3 days tracked for the arrival of your item with an aim of next day for delivery. You also understand that this is not a guaranteed next-day delivery service.

As agreed in our terms and conditions, you understand that we cannot refund orders that are personalised once the personalisation process has begun, but we can replace them at our own cost with the exception of user input errors. In such a case, where your item has not arrived on the 7th working delivery day in transit, we will re-process your order and dispatch it via a special delivery service at our own cost according to our terms and conditions of sale.

With the tracked postal service, we are able to communicate with Royal Mail and provide details to the location of your parcel and manage collections, redelivery and add special delivery requests to your order. It also enables you to track and watch the parcel through the Royal Mail network, outline any delivery delays, and be notified upon delivery or inability to be delivered. We will email you with your tracking details once dispatched.

We will pass your email and number to Royal Mail who will use this information to keep you updated with the location of your parcel and advise you when the parcel is due for delivery. Royal Mail does not claim to keep hold of or store your number or email address to use for sales or marketing but may keep legally required records to prove delivery if necessary. They also claim not to sell your details and comply with the data protection act of 1984.

Shipping Services:

Local hand deliveries are free.

Non-UK orders: we are not accepting non-UK orders at this time.

If a non-UK address is manually entered during checkout (therefore bypassing our UK address finder described above) we will be unable to accept liability, therefore we will not be able to refund or replace the order.

Postal delivery options available:

Royal Mail 24 Tracked – Offers the ability to track your parcel and view its travel through the Royal Mail network. We recommend this option for gifts, especially during busy times such as Christmas. Please be advised, Royal Mail prioritise this service over standard services during busy periods such as national holidays and during the Covid pandemic. It is the most reliable service at present.

We cannot deliver to any P.O Box address, we can only deliver to physical location addresses. We can deliver to a non-residential address, such as a business address for example however our delivery cover/policy ends at the proof of delivery, this means that if your item is to be delivered to a non-residential address, we can not cover any loss or damage after delivery. All deliveries are tracked via GPS  and Photos for proof of delivery.

Prices start from £3.99 depending on weight, for orders under £35 in value, all orders over £35 in value are free delivery.

We now offer a Special Delivery Service, which is a signed-for delivery service, this is a guaranteed next-day delivery however this delivery service does not push your order up the priority chain for order dispatching, orders are dispatched on a first come first surve bases regardless of value and shipping method.

Andy&Sarah’s will treat all orders equally despite the chosen shipping service and order value. We guarantee that we will dispatch all orders on the date requested via the date picker.

DELIVERY SPECIFICATIONS:
The cookie will be sealed in an airtight wrap to ensure complete freshly baked freshness. It will then be placed into a letterbox-friendly delivery box that is specifically designed to keep the cookie safe. We offer a no-break guarantee and guarantee the cookie remains safe and in top-notch condition.

(Please be advised that our stacked cookie option is not letterbox friendly, we also cannot dispatch multiple cookies/brownies in one order via letterbox-friendly boxes, all these will be small parcels).

During hot seasons, we ask that you store the item in the fridge before opening, as this will prevent any personalisation from rubbing or peeling off when removing the product from the packaging.

For terms, returns, refunds and order cancellations please consult our Returns, Refunds & Terms of Conditions Policy by clicking here.