Terms & Conditions
Biscuits have a shelf life of 11 weeks if kept in an airtight container or left unopened in their packaging. Once coloured or painted they should be consumed within a week
Cookies have a shelf life of 3 days once opened or a week if left unopened in their original packaging or stored in an airtight container.
Our products are not suitable for any allergy sufferers, as they are all produced in a kitchen which handles gluten, nuts, soy and sesame. As such we cannot guarantee that there will be no cross contamination.
Full allergen details can be found on the product page and will be listed on the back of each product box.
For specific allergy requests do please contact us.
We will attempt delivery to an address and postcode submitted at checkout, and cannot accept liability for late or failed delivery due to an incorrect address. If you are unsure of an address or postcode, please check it using a postcode finder before ordering.
Our Standard Tracked service is fulfilled by Royal Mail Tracked 24. Royal Mail aim to deliver within 24 hours from the date the order is shipped, however, this is not guaranteed. 97% of our orders arrive the next working day but we cannot take responsibility for delays as these are outside of our control. If your order is delayed by more than 2 working days, we will follow up with Royal Mail on your behalf and try to help move it along as best we can. If your order hasn't arrived in 15 working days then Royal Mail will deem it as 'lost'. In this case, we will happily issue you a refund or a replacement.
Please note that, if your order is returned to us by the Royal Mail due to an incorrect address at checkout or because nobody was home, you may be required to pay additional P&P to have it redelivered.
If you want to cancel your order please be quick, as once we’ve baked your items we can’t offer a refund or take cancellations. Cancellation must be made within 24 hours of placing your order, and we may bake your biscuits straight away. To cancel an order please email us. This cancellation policy does not affect your legal rights.
We require payment in full before we can commence a bespoke order. When an order is placed we will allocate time to fulfill it, turning down other business, as well as ordering relevant ingredients and custom cutters, for these reasons neither the deposit nor the final balance are refundable.
When you order bespoke Eat My Face biscuits from us you are agreeing to trust our team with the outcome of your custom face cookie. We cannot offer refunds or accept returns if you do not like the outcome of the face on the biscuit..
If you’re unhappy with any of our items you must notify us via email. Complaints should be sent immediately upon receipt of the product. Evidence of any faults, damages or discrepancies should be included. Any refunds will be given entirely at our discretion. We may request that you send the product back to us and provide proof of postage so that we can fully determine the issue.