Refund policy

We want every box of Just One to arrive the way it left our kitchen. If something isn't right, tell us and we'll make it right.

Food can't be returned

For food safety, we can't accept returns or exchanges of cookies once they've shipped, opened or unopened.

Damaged, wrong or missing orders

We'll send a replacement or give you a full refund, your choice, if:

your order arrives damaged or crushed, or a pouch is torn or unsealed
you receive the wrong flavour or box size
your order never arrives

Email us at sheryne@justonecookies.com within 7 days of delivery with your order number and a photo of the problem. If your parcel hasn't arrived, contact us within 14 days of the expected delivery date in your tracking email. You won't need to send anything back.

If a cookie's smell, taste or texture seems wrong, or a pouch wasn't sealed, please don't eat it. Keep the pouch, note the best before date printed on it, and email us. We'll replace or refund it and look into what happened.

If you don't love a flavour

Tell us. We can't take it back, but we read every message, and it helps us make better cookies.

Cancelling or changing an order

You can cancel or change your order for a full refund until it ships. Email us as soon as you can with your order number. Once your order has shipped, we can't cancel it.

How refunds are paid

Approved refunds go back to your original payment method within 5 business days. Your bank may take a few more days to show it. If we refund a whole order because of our mistake, we refund the shipping too.