UPDATED: 08/04/2024

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.

 

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:

Please be advised that parcels will not be left outside properties unless the customer informs the carrier of a safe place via the appropriate delivery service apps. Items we dispatch are considered perishable goods, meaning they are not returned to us in the case of non-delivery.

In most instances, a person must be available to take delivery to ensure a successful delivery. If delivery fails on the first attempt, you will be informed automatically. We strongly advise leaving delivery instructions for the driver via the appropriate apps to ensure delivery on the second attempt. If delivery fails again, the parcel is unfortunately undeliverable and will be disposed of due to the carriers' perishable goods policy. In such cases, where this is no fault of Andy & Sarah's, refunds and replacements will not be provided.

Please be aware that special rules apply to flats. Many flats lack postal parcel boxes large enough to hold most parcels, so residents must be present to receive deliveries unless they specifically request otherwise due to the risk of theft.

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 £4.99 depending on weight and delivery service, for orders under £35 in value, all orders over £35 in value are free delivery.

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.

 

Estimated Delivery Date:
Customers are required to select an estimated delivery date during checkout. We will dispatch your order one day prior to this date. Please note that the term “estimated” does not guarantee delivery on the specified date unless you opt for a guaranteed delivery service.

Same-day dispatch has a cutoff time of 10am. If it’s past 10am and you see today’s or tomorrow’s date as available, your browser is showing an outdated version of our site. Please do not select these dates, as your order won’t be processed or dispatched. We only search for specific dates daily and can’t search for past or current dates. Do not choose tomorrow’s date after 10am today, and do not pick today’s date, as we can’t dispatch and deliver on the same day.

Delivery Options:

Royal Mail Tracked and DPD Local Tracked Options:

• Once dispatched, delivery attempts are made within 1-2 days, excluding non-working days (i.e., Sundays and bank holidays).
• Although next-day delivery is likely, we advise allowing two days to account for potential delays, especially during peak seasons.

Royal Mail Special Delivery and DPD Secure Options:

• • Delivery attempts will be made on the selected date chosen during checkout.
  • Once dispatched, Royal Mail Special Delivery guarantees a next-day delivery attempt before 1 pm.
  • Once dispatched, DPD Secure guarantees a next-day delivery attempt with a 1-hour delivery window between 8 am and 8 pm.
  • Recipients should be available to accept the delivery. If not, a second attempt will be made the following working day (except for letterbox-friendly gifts).
  • A signature will be required for Royal Mail Special Delivery.

Recipient Notification:
Please inform the recipient that a parcel is on its way. We understand many items are surprises or gifts; therefore, all parcels are packaged discreetly in recyclable bags without including receipts or paperwork.

Frequently Asked Questions

1. When will my order be dispatched?
Orders are dispatched the day before your estimated delivery date, regardless of the chosen shipping method. For tracked 1-2 day delivery, consider your estimated delivery date as plus one working day, excluding Sundays and bank holidays, to determine your delivery window.

2. Why is the delivery date I want unavailable?
We do not deliver on bank holidays or Sundays. If other dates are unavailable, it is likely due to us reaching our maximum order capacity for that day. As a small, family-run business in high demand, we recommend ordering in advance to avoid disappointment during busy periods.

3. What if my tracked 1-2 day delivery does not arrive on the estimated date?
Please allow the full two days before contacting us. The estimated delivery date is not guaranteed for these shipping methods. For time-sensitive deliveries, we recommend choosing a guaranteed delivery service. Allow the full two-day window for tracked services, especially during peak times.

4. Is my chosen delivery date guaranteed?
The estimated delivery date selected during checkout is not guaranteed unless you opt for a guaranteed delivery service. Delivery expectations are detailed in the delivery service description. Both a delivery service and an estimated delivery date must be selected during checkout.

5. What should I do if my guaranteed delivery service fails?
Please contact us immediately. Prompt communication allows us more options to ensure a successful delivery. Refer to the next FAQ for further details.

6. Why do you use “delivery attempt” rather than “delivery”?
We guarantee delivery attempts, but actual deliveries are subject to third-party factors beyond our control, such as recipient availability, property access, and other variables. It is the sender’s responsibility to inform the recipient to expect the delivery.

7. What should I do if my address is incorrect?
If the parcel is still with us, notify us before 1 pm on the dispatch date for corrections. Once dispatched, we cannot amend the address, and the carrier will not accept changes. Incorrect addresses will result in non-delivery, with no return due to our perishable goods policy. It is the customer’s responsibility to provide accurate address details at the time of order.

8. Can I send parcels to flats, holiday homes, and student accommodations?
Yes, but these properties present unique risks. Our guaranteed delivery service requires a signature, while non-signature services use photo and GPS proof. Once delivered, responsibility transfers to the recipient. We advise informing them to expect the delivery to avoid potential theft.

Transparency Commitment:
We pride ourselves on transparency and honesty regarding our delivery services, ensuring our customers have clear expectations.

IMPORTANT:
Ensure your delivery address is correct. Incorrect addresses will result in non-delivery with no return or refund due to our perishable goods policy. By placing an order, you agree to our terms and conditions, which were provided to you during checkout.

 

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.

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 or DPD 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 OR dpd, the choice is the customers during checkout. We never use 48 or 2nd class services.

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.

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 or DPD 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 or DPD 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.

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

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.