Refund policy
Last updated: 19th August 2026
We want you to be completely happy with your Half Three order. If something isn't right, please get in touch and we'll do our best to make it right.
Perishable Goods
Because our cookies are freshly baked perishable food, we are unable to accept returns or offer refunds simply because you have changed your mind. This is standard practice for perishable goods and is consistent with UK consumer law.
Damaged or Faulty Orders
If your order arrives damaged, is not as described, or there is an error with your order, please contact us within 48 hours of delivery at hello@halfthree.co.uk.
Please include:
- Your order number
- A description of the issue
- A photograph showing the damage or fault
We will assess each case and, where appropriate, offer either a replacement sent with your next available dispatch or a full or partial refund to your original payment method. We aim to respond to all queries within 2 working days.
Lost or Undelivered Orders
If your order has not arrived within 3 working days of your dispatch notification, please contact us at hello@halfthree.co.uk. We will investigate with the delivery carrier on your behalf.
If the delivery carrier confirms the parcel is lost, we will offer a replacement or full refund. Please note that delivery carriers’ own investigation process can take time; we appreciate your patience.
We are unable to take responsibility for orders confirmed as delivered to the correct address by delivery carrier tracking, or for orders where an incorrect delivery address was provided at checkout.
Allergic Reactions
We list all allergens clearly on our product pages and on every order label. The kitchen is not a controlled allergen-free environment and contains all major allergens.
If you have a food allergy or intolerance and are unsure whether our products are suitable, please contact us before ordering.
We are unable to offer refunds where a customer has placed an order without checking the allergen information provided.
Cancellations
As our cookies are made to order, we are unable to accept cancellations once an order has been placed. If you have made an error with your order, please contact us as soon as possible at hello@halfthree.co.uk and we will do what we can to help.
Refund Processing
Approved refunds are processed to your original payment method via Stripe. Refunds typically appear within 5–10 working days, depending on your bank or card provider.
Contact
For any issues with your order, please get in touch:
Email: hello@halfthree.co.uk
Business Address: Half Three, Daws House, 33-35 Daws Lane, London NW7 4SD
We aim to respond to all email enquiries within 2 working days.