How we are working through the COVID-19 crisis FAQs

Will I get an email to tell me my order has been dispatched?

Yes, once I have taken all the parcels down to the Royal Mail sorting office, I come back to the unit and make sure I tick off all the orders on my system which automatically sends you an email.

After I have recieved a shipping confrimation email how long will I have to wait?

Unfortunatly, due to the current situation and as hard as the amazing posties are working, there are enevitalby going to be delays. Amazingly, most of our deliveries are arriving the next day! But some are taking significantly longer, even up to 1 week.

How do you send your cookies?

We very carefully package them up and send them Royal Mail 1st Class.

If I'm local to you will you drop them off the next day?

I started delivering locally, but with a new baby at home and a wife that is getting no rest due me working very long hours in the kitchen and being unable to leave our baby with family or friends, I decided giving my family as much time as possible was a bigger priority right now. So everything goes in the post. (unless you are my neighbour)

How come you don't send by Royal Mail Tracked

I'm trying to keep outside human contact down to a absolute minimum and luckily my unit is on the same estate as the Royal Mail sorting office, so I can load my van up, drive it round the corner and load my parcels directly into their trolleys, but they will only let me do this with normal post, it's not possible with tracked post.

Can you please tell me if my order will be delivered this week?

I am afraid we can't guarantee any deliveries. All I can promise is if you ordered before 9am Tuesday we will bake and pack your cookies Wednesday PM and drop them with the sorting office on Thursday AM to give them the best chance of arriving within 1-2 days. 95% of our orders are arriving within a few days, but there is the small amount that are taking a little longer due to the situation. But don't worry, we heat seal everything and they have a 1-week shelf life just in case of any delays.

Can I add a message to my delivery?

Yes, at the checkout, but don't worry, if you miss it email me and I'll add it for you.

Ask Thomas a question:
  • Black Facebook Icon
  • Black Twitter Icon
  • Black Instagram Icon

Copyright 2019 Thomas Cookie Company Limited. All rights reserved