Delivery Questions

I've ordered on Thursday lunch time, when will I get my order?


All orders from 6am Thursday to 6am Monday will be baked and sent Royal Mail 24 tracked on Monday Why not Friday? Because we don't trust the post. If we sent our cookies Friday and they were to get held up and not delivered on Saturday, they would stay in the sorting office all day Sunday and wouldn't get delivered until Monday.




Why don't you bake and send on Friday?


We don't trust the post! Even though we are sending tracked 24 with Royal Mail, if there are any issues and they aren't delivered the next day, the treats will be stuck in the sorting office all day Sunday and won't be delivered on until Monday. Once the postal service catches up with the demand we'll start sending on Fridays




I've ordered on Tuesday evening, when will my order arrive?


We will bake and send your order the next day by Royal Mail Tracked 24, so they should arrive Thursday




Do you bake and send the cookies on the same day?


EVERY time. We don't ever have stock left over in the factory. We bake every day.




How do you send your cookies?


We send everything in the post by Royal Mail 24 Tracked. IT's been the most reliable service to date but it still has it's issues. We will do everything we can to resolve these issues.




Where are my cookies?


If you have your dispatch email they will be on their way. They should arrive the next day, but some are taking 2 days. If you get to the end of the second day with no delivery, email us on hello@thomascookieco.co.uk with your order number and we will look up your tracking info.




How come your don't send traking info with dispatch email


That is the plan... one day! There is a very high level of website intergration needed for this that is just out of our reach at the moment, but once we have grown a bit more we will definitly get this fixed.




Will the cookies survive the post?


We really do hope so, but after they have left us hope is all we can do. We've spent years perfecting the packaging and we're still always looking at way of improving it. All our products are developed with the post in mind. But there is the posibilty that some items may turn up broken... although this will 100% definitly not affect the test!