Refunds & Cancellations

Every SUGR order is baked fresh, so we've kept this policy short and fair. If something isn't right, message us on WhatsApp at 0339 5400416 and we'll sort it out.

Cancelling an order

• You can cancel free of charge until we start preparing your order. Just message us on WhatsApp.
• Once your order is being prepared or is out for delivery, it can't be cancelled.
• If a cash-on-delivery order is refused at the door, or we can't reach you at the address and number you gave, we may ask for advance payment on future orders.

Wrong, missing or damaged items

• Check your order when it arrives.
• If an item is wrong, missing or damaged, message us within 2 hours of delivery with your name, order details and a photo of the item and packaging.
• Once we've checked it, we'll either replace the item on your next delivery or refund the amount you paid for that item. Refunds for cash orders are made by bank or mobile-wallet transfer.

What we can't refund

• Personal taste preferences, once the order has been delivered as described.
• Items that have been mostly eaten, or that were stored incorrectly after delivery.
• Complaints made more than 2 hours after delivery.
• Orders delayed or not delivered because of an incorrect address or an unreachable phone number.

Freshness & storage

• Our cookies are best enjoyed within 5 days. Store them in a cool, dry place.
• For the perfect gooey bite, warm a cookie in the microwave for 10–12 seconds.

Allergies

Our kitchen handles nuts (including peanuts and hazelnuts), wheat, dairy and eggs, so we can't guarantee any item is free from these. If you have an allergy, please message us before ordering. We can't accept refunds for allergic reactions where we weren't told about the allergy before the order was placed.