FAQS
We try to cover all your questions below, but please get in touch if you can’t find what you are looking for!
Where do you deliver?
Our cookies, macarons, hampers, DIY kits and merch can be delivered to any UK postcode. Cookies with ‘letterbox’ in the title will fit through a standard letterbox, so there's no need to be home when they arrive, perfect for gifting! Please note: if you order more than one letterbox item, they’ll be sent together in a single parcel. It might be too big for a letterbox, so someone will need to be home to receive it.
Our cakes are a little more delicate, so they can’t be posted (unless you fancy a box of crumbs and buttercream). We currently offer courier delivery for cakes within London Zones 1–3, Tuesday to Friday. For full details, head over to our Delivery page.
How long will my order take to arrive?
Delivery time depends on what you order and the delivery option you choose.
Most items are available for next-day delivery if you order before 1pm, Monday to Friday. Custom items may take a little longer and this will always be shown on the product page.
At checkout, our date picker will guide you to the earliest available delivery dates based on your basket and postcode, so you can choose with confidence.
You can also view all delivery options on our Delivery page.
How do the cookies stay safe in the post?
We post out hundreds of cookies across the UK every day, and have a tried and tested method to ensure your cookies arrive in one piece.
Each cookie is carefully secured to a food-safe cushion pad using a small amount of royal icing. This keeps them in place during transit, but they’re easy to peel off when you’re ready to enjoy.
They’re then cushioned further inside the box and packed into a sturdy outer carton for extra protection, so they arrive looking just as good as they taste.
Can I collect my order?
Yes! Collection is available from our East London bakery, Monday to Friday, 10am–5pm.
Simply select “Collect From Bakery” at checkout (it’s free) and choose your preferred date.
Cakes can be collected the day before your event (or on Fridays for weekend celebrations) and stored in the fridge overnight.
Do you ship internationally?
Not just yet, we currently only deliver within the UK.
It’s something we’re working on, though! If you’d like to be the first to know when international shipping launches, you can sign up to our newsletter here.
How do I place an order?
Visit our online shop to explore our full range of products. Most items can be delivered on a date of your choice, up to 3 months in advance at checkout.
Do you take bespoke orders?
Absolutely! Many of our website items can be personalised with a name or message.
If you’re after something completely custom, our custom service is what you need. Visit the Custom Cookies for full info on our corporate service, then get in touch here.
Please note that there is a minimum spend of £250, and pricing depends on the complexity of the design and the quantity ordered. We typically require 2 weeks’ notice for custom orders, but we sometimes have space for last-minute requests, so it’s always worth getting in touch, even if your event is this week!
How long will my treats last for?
Cookies: At least 1 month from delivery if kept in their box. For longer freshness, move them to an airtight container (up to 2 months). The ‘Best Before’ date is on the back of the box.
Macarons: Store in the fridge and consume within 7 days.
Cakes: Store in the fridge and bring to room temperature 1–2 hours before serving. Eat within 3 days.
Are your products vegetarian?
All of our cookies (except some seasonal cookie nuggs) and cakes are vegetarian-friendly.
Some seasonal macarons may contain non-vegetarian ingredients, so we recommend checking the ingredients and allergens section on the product page before purchasing.
Do you offer gluten free or vegan products?
We have a selection of vegan cookies available on our website here, or you can filter products by ‘vegan’ to see all options.
We’re also working on a gluten-free cookie recipe, but it’s not quite ready yet—we want to make sure it’s perfect before sharing it with you! Sign up to our newsletter here to stay in the loop.
Do your products contain nuts?
While we don’t include nuts in our cookie products, we cannot guarantee they are completely nut-free. Our bakery does handle nuts, as our macarons are made with almonds. For this reason, we are unable to cater to severe nut allergies.
Are your products kosher?
We don’t currently have Kosher certification, but all our ingredients are kosher-friendly. You can find a full list of ingredients on each product page.
I’m sending my order as a gift, will my payment information be included in the box?
Nope! Our whole concept is built around gifting, so we don’t include receipts, invoices, or pricing info in the box. You can also add a gift message at checkout so the recipient knows who to thank.
Do you offer subscriptions?
Yes! We have 3, 6 and 12-month cookie subscriptions, which you can order here.
Can I choose which design the recipient receives each month in the subscription?
Steph curates the boxes herself based on the season, so the recipient gets a beautifully themed box each month. Trust us, they’ll LOVE them!
When will each subscription box arrive?
You can choose the delivery date for your first box at checkout (please note standard delivery may be subject to delays). Each following box will then arrive during the first week of each month for the duration of the subscription.
Can I cancel my subscription?
If you’d like to cancel your subscription, please contact our customer service team here with your order number.
Can I include a gift message in my subscription order?
Yes! You can add a gift message at checkout, and it will be included in your first box.
Is your subscription service letterbox friendly?
Our cookie box subscriptions are designed to fit through a standard letterbox. Delivery doesn’t require a signature, so the recipient doesn’t need to be home.
Can I add other items from your website to my subscription?
Yes! Any extra items will be shipped along with your first subscription box. Please note that adding extra items means the first box will not be letterbox friendly if you’ve ordered a Letterbox Cookie Subscription.
Will the subscription cookie box be personalised?
Yes! Depending on the box chosen each month, we’ll personalise it with the recipient’s name for a sweet extra touch.
I received the wrong order/my order has arrived damaged. What do I do?
We’re so sorry your order hasn’t arrived as expected! Customer satisfaction is really important to us, so if we’ve made a mistake or your item has been damaged in transit, we’ll offer a full refund or a replacement.
Please get in touch here and include your order number, a description of the issue, and a photo of any damage. We’ll get back to you ASAP to resolve it.
Can I be a Baked by Steph cookie tester?
We’re not quite big enough yet to hire a full-time cookie tester (how amazing would that job be?!). BUT we often run giveaways and send out freebies via our Instagram page so keep an eye out for your chance to snag some free cookies!
Okay, no cookie testing job, but are you hiring?
Check out our Careers page to see current openings. If you don’t see a position that suits you but think you’d be a great addition to the team, we still want to hear from you! Send your CV and cover letter to careers@bakedbysteph.co.uk, and who knows, you could soon be cookie-fied and part of our crew.
Where do you deliver?
Our cookies, macarons, hampers, DIY kits and merch can be delivered to any UK postcode. Cookies with ‘letterbox’ in the title will fit through a standard letterbox, so there's no need to be home when they arrive, perfect for gifting! Please note: if you order more than one letterbox item, they’ll be sent together in a single parcel. It might be too big for a letterbox, so someone will need to be home to receive it.
Our cakes are a little more delicate, so they can’t be posted (unless you fancy a box of crumbs and buttercream). We currently offer courier delivery for cakes within London Zones 1–3, Tuesday to Friday. For full details, head over to our Delivery page.
How long will my order take to arrive?
Delivery time depends on what you order and the delivery option you choose.
Most items are available for next-day delivery if you order before 1pm, Monday to Friday. Custom items may take a little longer and this will always be shown on the product page.
At checkout, our date picker will guide you to the earliest available delivery dates based on your basket and postcode, so you can choose with confidence.
You can also view all delivery options on our Delivery page.
How do the cookies stay safe in the post?
We post out hundreds of cookies across the UK every day, and have a tried and tested method to ensure your cookies arrive in one piece.
Each cookie is carefully secured to a food-safe cushion pad using a small amount of royal icing. This keeps them in place during transit, but they’re easy to peel off when you’re ready to enjoy.
They’re then cushioned further inside the box and packed into a sturdy outer carton for extra protection, so they arrive looking just as good as they taste.
Can I collect my order?
Yes! Collection is available from our East London bakery, Monday to Friday, 10am–5pm.
Simply select “Collect From Bakery” at checkout (it’s free) and choose your preferred date.
Cakes can be collected the day before your event (or on Fridays for weekend celebrations) and stored in the fridge overnight.
Do you ship internationally?
Not just yet, we currently only deliver within the UK.
It’s something we’re working on, though! If you’d like to be the first to know when international shipping launches, you can sign up to our newsletter here.
How do I place an order?
Visit our online shop to explore our full range of products. Most items can be delivered on a date of your choice, up to 3 months in advance at checkout.
Do you take bespoke orders?
Absolutely! Many of our website items can be personalised with a name or message.
If you’re after something completely custom, our custom service is what you need. Visit the Custom Cookies for full info on our corporate service, then get in touch here.
Please note that there is a minimum spend of £250, and pricing depends on the complexity of the design and the quantity ordered. We typically require 2 weeks’ notice for custom orders, but we sometimes have space for last-minute requests, so it’s always worth getting in touch, even if your event is this week!
How long will my treats last for?
Cookies: At least 1 month from delivery if kept in their box. For longer freshness, move them to an airtight container (up to 2 months). The ‘Best Before’ date is on the back of the box.
Macarons: Store in the fridge and consume within 7 days.
Cakes: Store in the fridge and bring to room temperature 1–2 hours before serving. Eat within 3 days.
Are your products vegetarian?
All of our cookies (except some seasonal cookie nuggs) and cakes are vegetarian-friendly.
Some seasonal macarons may contain non-vegetarian ingredients, so we recommend checking the ingredients and allergens section on the product page before purchasing.
Do you offer gluten free or vegan products?
We have a selection of vegan cookies available on our website here, or you can filter products by ‘vegan’ to see all options.
We’re also working on a gluten-free cookie recipe, but it’s not quite ready yet—we want to make sure it’s perfect before sharing it with you! Sign up to our newsletter here to stay in the loop.
Do your products contain nuts?
While we don’t include nuts in our cookie products, we cannot guarantee they are completely nut-free. Our bakery does handle nuts, as our macarons are made with almonds. For this reason, we are unable to cater to severe nut allergies.
Are your products kosher?
We don’t currently have Kosher certification, but all our ingredients are kosher-friendly. You can find a full list of ingredients on each product page.
I’m sending my order as a gift, will my payment information be included in the box?
Nope! Our whole concept is built around gifting, so we don’t include receipts, invoices, or pricing info in the box. You can also add a gift message at checkout so the recipient knows who to thank.
Do you offer subscriptions?
Yes! We have 3, 6 and 12-month cookie subscriptions, which you can order here.
Can I choose which design the recipient receives each month in the subscription?
Steph curates the boxes herself based on the season, so the recipient gets a beautifully themed box each month. Trust us, they’ll LOVE them!
When will each subscription box arrive?
You can choose the delivery date for your first box at checkout (please note standard delivery may be subject to delays). Each following box will then arrive during the first week of each month for the duration of the subscription.
Can I cancel my subscription?
If you’d like to cancel your subscription, please contact our customer service team here with your order number.
Can I include a gift message in my subscription order?
Yes! You can add a gift message at checkout, and it will be included in your first box.
Is your subscription service letterbox friendly?
Our cookie box subscriptions are designed to fit through a standard letterbox. Delivery doesn’t require a signature, so the recipient doesn’t need to be home.
Can I add other items from your website to my subscription?
Yes! Any extra items will be shipped along with your first subscription box. Please note that adding extra items means the first box will not be letterbox friendly if you’ve ordered a Letterbox Cookie Subscription.
Will the subscription cookie box be personalised?
Yes! Depending on the box chosen each month, we’ll personalise it with the recipient’s name for a sweet extra touch.
I received the wrong order/my order has arrived damaged. What do I do?
We’re so sorry your order hasn’t arrived as expected! Customer satisfaction is really important to us, so if we’ve made a mistake or your item has been damaged in transit, we’ll offer a full refund or a replacement.
Please get in touch here and include your order number, a description of the issue, and a photo of any damage. We’ll get back to you ASAP to resolve it.
Can I be a Baked by Steph cookie tester?
We’re not quite big enough yet to hire a full-time cookie tester (how amazing would that job be?!). BUT we often run giveaways and send out freebies via our Instagram page so keep an eye out for your chance to snag some free cookies!
Okay, no cookie testing job, but are you hiring?
Check out our Careers page to see current openings. If you don’t see a position that suits you but think you’d be a great addition to the team, we still want to hear from you! Send your CV and cover letter to careers@bakedbysteph.co.uk, and who knows, you could soon be cookie-fied and part of our crew.