DoughGirl FAQ's

Frequently Asked Questions (FAQs)

Ordering & Delivery

1. How do I order?

You can place an order through our website by selecting the product you want, adding them to your cart, and proceeding to checkout. You can also purchase via telephone or you can visit our DoughGirl store located in the MetroCentre, Gateshead.

2. How long does delivery take?

We ship on a priority 24-48 hour service to ensure your freshly baked items are delivered as quickly as possible!

3. Which courier do you use?

We use a mix of couriers including DPD & Royal Mail. The courier we use for your order will depend on a variety of things such as weight and the size of the order.

4. I have a problem with my delivery, what should I do?

Firstly, we are sorry to hear this! If the product is damaged or has a physical issue, please take a photograph and provide us with as much information as possible at customerservices@doughgirl.co.uk. You can also contact us via our support chat, call us on 01754 768 120 or complete our form on our contact us page. If there is an issue with the courier or a delay, we advise initially contacting the couriers via the tracking information you will have received from us. If this does not help resolve the issue, contact us via the above methods so our team can assist you.

5. I have a discount code, how do I use it?

Please use your discount code during checkout. There is a window to put the code in. Please make sure you click "apply" once you have inserted the code to activate it. Please note only one discount code can be used at any time.

6. The item I want to order is out of stock, how often do you restock?

We are producing stock 5 days a week so flavours are restocked daily. You can click on the "notify me" button on a product to be notified when it is back in stock. Please note seasonal products may not restock weekly.

7. Is there a minimum order requirement for delivery?

There is no minimum order requirement, however, free shipping starts when you spend £20 or more.

8. Can I purchase gift vouchers from your bakery?

We have DoughGirl gift cards available to purchase online which you can deliver straight to the recipient's email address for a sweet surprise. 

9. Can I order cookies for a corporate event?

Yes! We provide bulk orders for corporate events, employee gifts, and meetings. Get in touch for a bespoke proposal.

10. I have made a mistake with my order, what should I do?

If you have made a mistake on your order please contact us via our contact us page stating the error you have made and our team will attempt to rectify this in time. *If your order has already been shipped there may be fees involved in correcting the error or reshipping the order.

11. Can I include a gift note?

If you would like to leave a gift note in your order, please type your message into the “Order Note” field in the basket and our team will include this for you.

 

Ingredients & Dietary Information

1. Are your products vegetarian & vegan suitable?

All of our products are vegetarian suitable except the ones containing marshmallows i.e., Rocky Road or S'mores. None of our products are suitable for a vegan diet.

2. Do you have gluten free options?

Unfortunately we do not currently have a separate gluten free area in our bakery, therefore, cannot offer this option. However, as we expand we may look to build a separate gluten free production zone.

3. Do you have allergen information on each product?

Each product listing has all the ingredients & allergens of that product. Each product also comes with the ingredients & allergens on the packaging too.

4. Do you use Real Butter or Margarine?

We only use real butter in all our recipes and we use the finest ingredients available to us, locally sourced where possible.

5. Are your cookies made fresh?

Yes! Every batch is freshly baked using high-quality ingredients to ensure the best flavour and texture.

6. Do your cookies contain nuts?

A number of our products contain nuts. Whilst we aim to avoid cross contamination, due to the variety of nuts used in our kitchens, we advise that all our products may contain nuts.

7. Do you use pre-mixed cookie dough?

We do not use pre-mixed cookie dough. We have perfected our cookie dough recipe using traditional, high quality ingredients such as light brown sugar & British unsalted butter.

8. How many calories do our products contain?

It is estimated that our Deluxe Cookies contain around 630 calories, and our Cookie Pies contain an estimation of around 1000 calories.

 

Storage & Freshness

1. Can the cookies be frozen?

Yes, our products can be frozen for up to 3 months. Find out more in our blog about how to freeze cookies.

2. How long do the products last?

Please see the listing for individual product details. Generally, our cookie pies come with a 3-9 day best before date on their label whilst our cookies come with a 3-6 day best before date on their label. Please see individual product labels for exact dates. 

3. How do I store the cookies or cookie pies?

We advise either storing the products in an air tight container, wrapping them in cling film, or keeping them in the bag/packaging they arrived in. They do not need to be kept in a fridge but somewhere dry and cool. You can freeze them too.

 

 

Custom Orders & Gifts

1. Can I request no pricing information is put in with a gift?

None of our orders are shipped out with pricing information. All that is in the package is a packing slip which confirms the items in the parcel.

2. Do you sell gifts?

Yes, we sell a variety of gift options such as our 6 Cookie Gift box bundle which comes in one of our DoughGirl branded gift boxes.