Refund policy

REFUNDS

Freshly baked means slightly different rules.

At Ding Dong, everything is made fresh to order.

Because our products are perishable, our refund policy is a little different from non-food retailers.

Please read below before placing your order.

Change of Mind

Due to the perishable nature of our products:

  • We do not accept returns
  • We cannot offer refunds for change of mind
  • Orders cannot be cancelled once production has started

Under UK regulations, perishable goods are exempt from the standard 14-day cooling-off period.

Damaged or Incorrect Orders

If your order arrives:

  • Damaged
  • Incorrect
  • Missing items

Please contact us within 24 hours of delivery and include:

  • Your order number
  • Clear photographs of the issue

Once reviewed, we may offer:

  • A replacement
  • A partial refund
  • A full refund (where appropriate)

Claims made after 24 hours may not be accepted due to food safety considerations.

Delivery Issues

While we work with trusted couriers including DPD, delays can occasionally happen.

We cannot offer refunds for:

  • Courier delays outside our control
  • Incorrect addresses provided at checkout
  • Missed deliveries where no one was available
  • Parcels left in a safe place at the customer’s request

We always recommend allowing extra time for important events.

Click & Collect

For Click & Collect orders

  • Orders must be collected on the selected date
  • Uncollected orders are non-refundable
  • Partner stores act as collection points only

Allergies

All products are made in a kitchen where: Gluten, Eggs, Nuts, Soya, Milk and Sulphites are handled.

Refunds will not be issued where allergen information has been clearly provided.

If you have a severe allergy, please contact us before ordering.

How Refunds Are Processed

Approved refunds will be returned:

  • To the original payment method
  • Within 5–10 working days (depending on your bank)

Final Word

We bake fresh.

We pack carefully.

We want every Ding Dong moment to be perfect.

If something genuinely goes wrong, we’ll always review it fairly.

But once products are made, they can’t be unmade