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 and DIY kits can be posted to any UK postcode. Cookies with ‘letterbox’ in the title will fit through a standard letterbox, so no need to be home when they arrive!
Our cakes sadly can’t be posted (unless you’re after a box of crumbs and buttercream) so we currently only courier them within London Zones 1-3 on Tuesdays to Fridays. Visit our Delivery page for more info.
How long will my order take to arrive?
This will depend on what you're ordering and which delivery method you choose.
Most items can arrive as soon as the next day if ordered before 1pm Monday to Friday but custom items take a little longer. You can find this out on each product page.
We have a few different delivery options. Click here to see the full overview. The clever date picker at checkout will keep you right by only showing you dates available for delivery based on the products in your basket and your postcode.
Can I collect my order?
Yep! You can collect from our bakery in East London Monday to Friday from 10am to 5pm. Just choose "Collect from Bakery" as your preferred delivery method at checkout (it's free of course) and select the date you'd like to collect.
Cakes can be collected the day before your event (or on Fridays for weekends) and kept in the fridge overnight.
Do you ship internationally?
Unfortunately, we don’t currently ship outside of the UK but it’s something we’re working on! If you’d like to be notified when we do then please sign up to our newsletter here.
How do I place an order?
Visit our online shop to see our full range of products available to purchase, most of which can be delivered on a date of your choice.
Do you take bespoke orders?
We sure do! A lot of the options on our website can be personalised with a name or a message, but if you're looking for something completely custom then our custom cookie service is what you need!
Visit the Custom Cookies page for full information on our corporate service then get in touch here! Please note that we have a minimum spend of £250, and pricing is based on the complexity of the designs and quantities. We typically require 2 weeks notice but sometimes we have space to fulfil last minute orders, so it's always worth reaching out, even if your event is this week!
How long will my treats last for?
Your cookies will last for at least 1 month from the date of delivery if kept in their box. The shelf life can be extended by up to 2 months if you move them to an airtight container. You can find the ‘Best Before’ date on the back of your cookie box.
Macarons should be stored in the fridge and consumed within 7 days.
Cakes should be stored in the fridge and brought to room temperature before serving by removing 1-2 hours before. Eat within 3 days.
Are your products vegetarian?
All of our cookies and cakes are vegetarian friendly!
We may occasionally include non-vegetarian friendly ingredients in our seasonal macarons, so it's best to check the ingredients & allergens section on the product page before you purchase.
Do you offer gluten free or vegan products?
We have a selection of vegan cookie options available on our website here or filter products by 'vegan'.
We're working on a gluten free cookie recipe but it's not quite ready yet and we want to make sure it's just right before we share it with you guys! Sign up to our newsletter here to stay in the loop.
Do your products contain nuts?
Whilst we don’t include any nuts in our cookie products, we can’t guarantee against traces of nuts as we do handle nuts in our bakery as our macarons are made from almonds. Therefore, we are unable to cater for severe nut allergies.
Are your products kosher?
We do not have Kosher Certification but our ingredients are kosher friendly. You can find a list of the ingredients on every product page.
I’m sending my order as a gift, will my payment information be included in the box?
As our whole concept is based around gifting, we don’t include any receipts, invoices or pricing info in the box. You will have the option to add a gift message to your order at checkout so the recipient knows who to thank!
Letterbox Cookie & Macaron Subscriptions
Do you offer subscriptions? Yes! We offer a 3, 6 and 12 month cookie subscription which you can order here.
Can I choose which design the recipient receives each month? Afraid not, Steph picks her favourite box each month depending on the season. But trust us – the recipient will LOVE them!
When will each box arrive? Your first box will arrive on a date of your choice which you can select at checkout (please note that our standard delivery service may be subject to delays). Each subsequent box will then be delivered on the first week of each month for as long as your subscription lasts.
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 order? Yes! You can add a gift message at checkout which 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 and our standard delivery service doesn’t require a signature, meaning the recipient doesn’t need to be home.
Can I add other items from your website to my subscription? Yes. If you add other items to your order a shipping fee will be added and all items will be shipped along with your first subscription box. Please note that adding items means your first box won’t be letterbox friendly if you're order is a Cookie Letterbox Subscription.
Will the box be personalised (Letterbox Cookie Subscription ONLY)? Depending on the lucky box chosen each month, we will personalise accordingly based on the name of the recipient so there will be an extra sweet personal touch!
How do the cookies stay safe in the post?
We post out hundreds of cookies across the UK every day and put a lot of effort into ensuring your cookies make it to you in one piece.
Our tried and tested method involves each cookie being secured to a food safe cushion pad with a little royal icing which allows for them to easily be peeled off when they’re ready to be eaten but stops them from moving around in the box. The box is then padded with an extra cushion pad and packaged in a corrugated cardboard box for an extra layer of protection.
I received the wrong order/my order has arrived damaged. What do I do?
We’re so sorry that your order hasn’t arrived as expected. Customer satisfaction is of the utmost importance to us, so if we've made a mistake, or your item has arrived damage in transit, we'll offer you a full refund or a replacement.
Please get in touch here including your order number, a description of the issue and a picture of any damage and we’ll get back to you ASAP to resolve the issue for you.
Can I be a Baked by Steph cookie tester?
We’re not quite big enough a company yet to hire a full time cookie tester (how cool would that job be?!) BUT we often run giveaways and send out freebies via our Instagram page so head on over there and keep an eye out for your chance to bag some free cookies!
Okay, no cookie testing job, but are you hiring?
Head on over to our Careers page to see if we're hiring. If you don't see the position you're looking for but think you would make a great addition to our team then we still want to hear from you! Send us your CV and cover letter to careers@bakedbysteph.co.uk and who knows, your face may soon be cookie-fied and added to our cookie crew!
Where do you deliver?
Our cookies, macarons and DIY kits can be posted to any UK postcode. Cookies with ‘letterbox’ in the title will fit through a standard letterbox, so no need to be home when they arrive!
Our cakes sadly can’t be posted (unless you’re after a box of crumbs and buttercream) so we currently only courier them within London Zones 1-3 on Tuesdays to Fridays. Visit our Delivery page for more info.
How long will my order take to arrive?
This will depend on what you're ordering and which delivery method you choose.
Most items can arrive as soon as the next day if ordered before 1pm Monday to Friday but custom items take a little longer. You can find this out on each product page.
We have a few different delivery options. Click here to see the full overview. The clever date picker at checkout will keep you right by only showing you dates available for delivery based on the products in your basket and your postcode.
Can I collect my order?
Yep! You can collect from our bakery in East London Monday to Friday from 10am to 5pm. Just choose "Collect from Bakery" as your preferred delivery method at checkout (it's free of course) and select the date you'd like to collect.
Cakes can be collected the day before your event (or on Fridays for weekends) and kept in the fridge overnight.
Do you ship internationally?
Unfortunately, we don’t currently ship outside of the UK but it’s something we’re working on! If you’d like to be notified when we do then please sign up to our newsletter here.
How do I place an order?
Visit our online shop to see our full range of products available to purchase, most of which can be delivered on a date of your choice.
Do you take bespoke orders?
We sure do! A lot of the options on our website can be personalised with a name or a message, but if you're looking for something completely custom then our custom cookie service is what you need!
Visit the Custom Cookies page for full information on our corporate service then get in touch here! Please note that we have a minimum spend of £250, and pricing is based on the complexity of the designs and quantities. We typically require 2 weeks notice but sometimes we have space to fulfil last minute orders, so it's always worth reaching out, even if your event is this week!
How long will my treats last for?
Your cookies will last for at least 1 month from the date of delivery if kept in their box. The shelf life can be extended by up to 2 months if you move them to an airtight container. You can find the ‘Best Before’ date on the back of your cookie box.
Macarons should be stored in the fridge and consumed within 7 days.
Cakes should be stored in the fridge and brought to room temperature before serving by removing 1-2 hours before. Eat within 3 days.
Are your products vegetarian?
All of our cookies and cakes are vegetarian friendly!
We may occasionally include non-vegetarian friendly ingredients in our seasonal macarons, so it's best to check the ingredients & allergens section on the product page before you purchase.
Do you offer gluten free or vegan products?
We have a selection of vegan cookie options available on our website here or filter products by 'vegan'.
We're working on a gluten free cookie recipe but it's not quite ready yet and we want to make sure it's just right before we share it with you guys! Sign up to our newsletter here to stay in the loop.
Do your products contain nuts?
Whilst we don’t include any nuts in our cookie products, we can’t guarantee against traces of nuts as we do handle nuts in our bakery as our macarons are made from almonds. Therefore, we are unable to cater for severe nut allergies.
Are your products kosher?
We do not have Kosher Certification but our ingredients are kosher friendly. You can find a list of the ingredients on every product page.
I’m sending my order as a gift, will my payment information be included in the box?
As our whole concept is based around gifting, we don’t include any receipts, invoices or pricing info in the box. You will have the option to add a gift message to your order at checkout so the recipient knows who to thank!
Letterbox Cookie & Macaron Subscriptions
Do you offer subscriptions? Yes! We offer a 3, 6 and 12 month cookie subscription which you can order here.
Can I choose which design the recipient receives each month? Afraid not, Steph picks her favourite box each month depending on the season. But trust us – the recipient will LOVE them!
When will each box arrive? Your first box will arrive on a date of your choice which you can select at checkout (please note that our standard delivery service may be subject to delays). Each subsequent box will then be delivered on the first week of each month for as long as your subscription lasts.
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 order? Yes! You can add a gift message at checkout which 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 and our standard delivery service doesn’t require a signature, meaning the recipient doesn’t need to be home.
Can I add other items from your website to my subscription? Yes. If you add other items to your order a shipping fee will be added and all items will be shipped along with your first subscription box. Please note that adding items means your first box won’t be letterbox friendly if you're order is a Cookie Letterbox Subscription.
Will the box be personalised (Letterbox Cookie Subscription ONLY)? Depending on the lucky box chosen each month, we will personalise accordingly based on the name of the recipient so there will be an extra sweet personal touch!
How do the cookies stay safe in the post?
We post out hundreds of cookies across the UK every day and put a lot of effort into ensuring your cookies make it to you in one piece.
Our tried and tested method involves each cookie being secured to a food safe cushion pad with a little royal icing which allows for them to easily be peeled off when they’re ready to be eaten but stops them from moving around in the box. The box is then padded with an extra cushion pad and packaged in a corrugated cardboard box for an extra layer of protection.
I received the wrong order/my order has arrived damaged. What do I do?
We’re so sorry that your order hasn’t arrived as expected. Customer satisfaction is of the utmost importance to us, so if we've made a mistake, or your item has arrived damage in transit, we'll offer you a full refund or a replacement.
Please get in touch here including your order number, a description of the issue and a picture of any damage and we’ll get back to you ASAP to resolve the issue for you.
Can I be a Baked by Steph cookie tester?
We’re not quite big enough a company yet to hire a full time cookie tester (how cool would that job be?!) BUT we often run giveaways and send out freebies via our Instagram page so head on over there and keep an eye out for your chance to bag some free cookies!
Okay, no cookie testing job, but are you hiring?
Head on over to our Careers page to see if we're hiring. If you don't see the position you're looking for but think you would make a great addition to our team then we still want to hear from you! Send us your CV and cover letter to careers@bakedbysteph.co.uk and who knows, your face may soon be cookie-fied and added to our cookie crew!