Frequently Asked Questions

Everything you need to know


What kind of cookies do you make?

At Locket and Sugar, we make delicious, handcrafted sugar cookies, topped with fondant. Every cookie is made fresh to order.

How are your cookies made?

Our cookies are made from scratch in our kitchen with a 5 star food hygiene rating, using high-quality ingredients and baked fresh to order. We use traditional baking techniques and decorate each cookie by hand, ensuring that each one is unique and delicious. Since every cookie is made-to-order, there may be some variations in design and colour.

Can I customise my order?

Absolutely! That's what makes our cookies so unique. Check out our 'Create Your Own' cookie to see what you can design. If there is something you've seen on the site you'd like to customise, we're happy to work with you to create a unique design for your special event. Just let us know what you have in mind, and we'll do our best to bring your vision to life. 

Do you offer gluten-free or vegan options?

We currently do not offer gluten-free options, but we're always looking to expand our offerings in the future. We can make the cookies with vegan butter upon request, but please note they will still contain egg. Stay tuned for future updates!

How long will my cookies stay fresh?

Each box of cookies is made-to-order so it's as fresh as possible upon delivery. Our cookies are best enjoyed within 21 days of being baked, if you can make them last that long! Each biscuit is individually wrapped for freshness.

What allergens are in your cookies?

Our cookies contain: Gluten, Egg, Dairy.

For more information, visit our Allergy Information page.


What payment methods do you accept?

We accept major credit cards such as Visa, Mastercard and Amex as well as PayPal, Apple Pay and Google Pay.

What is your cancellation and refund policy?

We understand that plans can change, and we're happy to accommodate cancellations and refunds up to 24 hours after your order has been placed. However, please note that we cannot offer refunds for cancellations after the order has been sent out.


What do I do if my cookies don't arrive?

All order are sent Royal Mail 1st Class. We cannot take responsibility for delays due to any postal issues, so please order your cookies ahead of time to ensure timely delivery, however, if your order has not arrived within a week of being shipped, please contact us.

Do you offer hand delivery or collection?

We deliver cookies to anywhere in the UK using Royal Mail. We can delivery locally or you can collect from within the Dartford and Gravesend area.

Does someone need to be in to accept delivery?

No! That's the best part, they are delivered in a gift box that fits through most letterboxes, either to you or directly to the recipient. No one needs to be home to wait for delivery.

Please note: Party boxes of 12 or more cookies will not be shipped in letterbox packages so will be delivered like a normal package.

Do you ship internationally?

We ship to anywhere in the UK for free, and to the Republic of Ireland for a flat fee of £8. This will be applied to the cart when you change the country from UK. 


How can I place an order?

You can place an order here through our website. There are lots of different options to chose from, If there is a design or shape you would like but don’t see it listed in our shop, please feel free to send us a message. We are happy to create custom orders to suit your needs!

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