Terms & conditions

1. About us

The Cookie Project is a trading name of Kendall Group Ltd, a private limited company registered in England and Wales. Our registered office is 51 Birch Grove, Mansfield, England, NG18 4JH and our company number is 15554380.

You can contact us at [email protected] or through our contact page. You can also call us on 0115 795 2346.

2. When these terms apply

These terms apply to consumers using this website and buying cookie cutters from us. A consumer is an individual acting mainly for purposes outside their trade, business, craft or profession. If you buy for resale, wholesale or another mainly business purpose, separate written business terms may apply.

You must be at least 18 years old and legally able to enter into a contract to place an order. The contract language is English. Please read these terms before ordering and save or print a copy. They work alongside the product description, order summary, our Delivery & Returns information, Privacy Policy and Cookie Policy.

Nothing in these terms limits rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. Cookie cutters, descriptions and care

We take reasonable care to ensure product descriptions, photographs, dimensions, materials, compatibility and availability are accurate. Screen settings and normal manufacturing variation can cause minor differences in colour, finish and measurement. These differences do not reduce your rights if a product is faulty, materially different from its description or unfit for a stated purpose.

Please check the selected shape, size and any options before ordering. Product-page measurements are approximate unless expressly stated otherwise. Any artwork shown in food or baking scenes is illustrative; only the items listed in the product description are included.

Cookie cutters must be used and cared for in line with the product page and any instructions supplied. Unless the product description expressly says otherwise:

• wash before first use and after use;
• hand wash using mild detergent, then dry thoroughly;
• do not expose the cutter to a dishwasher, oven, direct flame or other high heat;
• inspect it before use and stop using it if cracked, warped or damaged; and
• keep it away from young children except under appropriate adult supervision. Cookie cutters are tools, not toys.

Damage caused by misuse, unsuitable cleaning, high heat, normal wear or failure to follow care instructions is not a manufacturing fault. This does not affect your rights where the product itself was faulty.

4. Custom-made cookie cutters

A “custom cutter” is made to your specification or clearly personalised, rather than selected as a standard catalogue product. Before we accept a custom order, we may confirm the design, size, price, estimated lead time and whether a digital proof will be supplied.

You are responsible for checking spellings, dimensions and design details shown in any proof. Please tell us promptly about an error before approving it. Changes requested after approval may affect the price or lead time and may not be possible once manufacture has begun.

You must have the right to use any words, artwork, logo or other material you supply. You confirm that making the cutter to your instruction will not infringe another person’s intellectual property, privacy or other rights and will not be unlawful or offensive. We may refuse a design where we reasonably believe it creates legal, safety or production concerns.

You retain your rights in original artwork you supply. You give us a limited licence to copy, adapt and use it only as reasonably needed to quote for, manufacture, quality-check and fulfil the custom order, unless we separately agree broader use with you.

Because custom cutters are made to specification or clearly personalised, the statutory change-of-mind cancellation right normally does not apply once we accept the custom order. Rights relating to faulty, misdescribed or incorrectly made goods still apply in full.

5. How orders and contracts are formed

The website allows you to select a product and options, review the basket, enter delivery and payment details, correct errors and confirm the order. The final checkout screen will show the total product and delivery charges before you place an order.

After you order, we will send an acknowledgement. This confirms receipt but is not acceptance. A binding contract is formed when we send a dispatch confirmation, or when we expressly confirm acceptance for a custom order. If payment is taken before acceptance and we cannot accept the order, we will refund it.

We may decline or cancel an order before acceptance where, for example:

• the product is unavailable or cannot reasonably be manufactured;
• payment is not authorised or fraud checks are not satisfied;
• delivery is unavailable to the address supplied;
• you do not meet an order restriction clearly stated before purchase;
• there is an obvious pricing or description error that you could reasonably have recognised; or
• the order or custom design appears unlawful, unsafe, abusive or infringing.

If an obvious pricing error is discovered, we may offer the correct price or cancel and refund the order. We will not change the agreed price after accepting an order except where you request and agree a paid change.

Please provide accurate contact and delivery information and review it before ordering. Contact us promptly if you notice an error. We will try to help, but changes may not be possible after dispatch.

6. Prices, promotions and payment

Prices are in pounds sterling. The checkout will clearly show the product total, applicable taxes and delivery charges before payment. We do not add optional paid extras without your express agreement.

Promotional codes are subject to any conditions stated with the offer, may have an expiry date, cannot normally be exchanged for cash and may not be combined unless we say otherwise. We may withdraw a promotion prospectively, but this will not affect an order already accepted.

Payments are intended to be processed by Stripe or another payment method displayed at checkout. The payment provider may carry out authentication and fraud-prevention checks. You confirm you are authorised to use the payment method provided.

We may take or reserve payment when you order. Ownership of a product passes to you once we have received full payment and delivered it. Our handling of personal information is described in the Privacy Policy.

7. Delivery

Available services, estimated times and charges are shown at checkout and summarised on our Delivery & Returns page. Delivery estimates are aims unless a service is expressly described as guaranteed and all relevant order and carrier cut-offs are met.

Unless a different period is agreed, we will deliver without undue delay and within 30 days after the contract is made. We will contact you if a delay becomes material. Your legal remedies for late delivery are not affected.

We are responsible for the goods until they come into the physical possession of you or a person you nominate, other than a carrier you independently arranged. Please inspect the package and tell us promptly if it is damaged, incomplete or incorrect so we can investigate.

If a package is returned because the address supplied was materially incorrect or delivery was repeatedly refused, we will contact you. We may ask you to pay a reasonable re-delivery cost where the failed delivery was caused by information or action within your control, but this will not limit your statutory rights.

International orders may be subject to customs duties, import VAT, local taxes or carrier handling charges not collected by us. Unless checkout expressly says they are included, these are the customer’s responsibility. Delivery restrictions and local laws may apply.

8. Change-of-mind cancellation and returns

Standard catalogue products

For standard cookie cutters bought online, you may cancel without giving a reason at any time after the contract is formed and up to 14 days after the day the goods come into your physical possession. For an order delivered in separate instalments, the period starts after the last item arrives.

Email [email protected], use the contact form, or use the model cancellation form in section 13. A clear statement is enough; you do not have to use the form.

After telling us, return the goods within 14 days to the return address and instructions we provide. You are responsible for the direct return-postage cost for a change-of-mind return. We recommend obtaining proof of postage. Do not send a return without contacting us first, because the operational return address may differ from our registered office.

You may inspect a product as you would in a shop. We may reduce the refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functioning.

We will refund the product price and the cost of our least expensive standard delivery option. Any extra amount paid for premium delivery is not refundable unless the goods were faulty, incorrect or otherwise required by law. We will refund using the original payment method without undue delay and no later than 14 days after we receive the returned goods or evidence that you sent them, whichever is earlier. We may withhold the refund until then.

Custom-made products

The change-of-mind right does not normally apply to goods made to your specification or clearly personalised. If a custom cutter is faulty, not as described or not made to the approved specification, the faulty-goods rights below still apply.

Before dispatch

Contact us immediately if you want to cancel before dispatch. We will cancel and refund a standard item where reasonably possible. For an accepted custom order, cancellation may not be available because work or manufacture may begin promptly.

9. Faulty, damaged, incorrect or misdescribed goods

We have a legal duty to supply goods that are of satisfactory quality, fit for any purpose made known to us and as described. If we fail to do so, you may have rights to reject the goods, receive a repair or replacement, obtain a price reduction or receive a refund, depending on the circumstances and timing.

The Consumer Rights Act 2015 normally provides a short-term right to reject faulty goods within 30 days, followed by repair or replacement rights and, where appropriate, a price reduction or final right to reject. These rights can continue beyond 30 days and are not replaced by any voluntary policy.

Contact us as soon as reasonably possible with the order number and a description of the issue. Photographs may help us resolve the problem but will not be demanded where unreasonable. Where goods are faulty, damaged in transit, incorrect or materially misdescribed, we will cover reasonable return costs and provide the remedy required by law.

10. Website use and intellectual property

The website, branding, logo, product photographs, catalogue artwork, written content and original cutter designs belong to us or our licensors and are protected by intellectual-property law. You may view and print pages for personal, non-commercial use. You must not reproduce, scrape, sell, manufacture from, reverse engineer or commercially exploit protected material without permission.

You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with checkout or security, submit false information, or use the site for unlawful activity. We may suspend an account or access where reasonably necessary to protect the website, customers or the business.

Third-party links are provided for convenience. We are not responsible for content or services operated by another organisation, although this does not affect responsibility we cannot lawfully exclude.

11. Our responsibility to consumers

We are responsible for loss or damage that is a foreseeable result of our breach of these terms or failure to use reasonable care and skill. Loss is foreseeable if it was obvious or both parties knew it might happen when the contract was formed.

We do not exclude or limit liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or defective products where the law does not permit exclusion.

Products sold under these consumer terms are for private use. We are not responsible under these terms for business losses such as lost profit, lost revenue, lost opportunity or business interruption. If you intend to use products mainly for business purposes, contact us about appropriate business terms.

We are not responsible for delay caused by an event genuinely outside our reasonable control, but we will take reasonable steps to minimise the effect, keep you informed and provide any cancellation or refund rights required by law.

12. Complaints, changes and governing law

Please send complaints to [email protected] or through the contact page. Include the order number where relevant. We aim to acknowledge a complaint promptly and work towards a fair resolution.

We do not currently commit to use a particular alternative dispute resolution provider. Information about consumer rights and dispute options is available from the Citizens Advice Consumer Service. We will provide any ADR information required by law if a complaint reaches deadlock.

We may update these website terms for future orders. The version supplied or available when your order is placed applies to that order; later changes will not retrospectively alter an accepted contract.

If any provision is found unlawful or unenforceable, the remaining provisions continue. A delay in enforcing a right does not waive it. We may transfer our rights and obligations only where this does not reduce your protections; you may transfer yours with our agreement or where law allows.

These terms and consumer contracts are governed by the law of England and Wales. Courts in England and Wales have jurisdiction, but if you live in Scotland or Northern Ireland you may bring proceedings in your local courts. Mandatory consumer protections that apply where you live are not affected.

Last updated: 28 August 2026

13. Model cancellation form

Complete and return this form only if you wish to cancel a contract for a standard catalogue product. You may instead send any other clear statement.