DoughGirl FAQ's

Ordering & Delivery

1. Who is DoughGirl? 

DoughGirl is a UK-based bakery specialising in freshly baked cookies and indulgent cookie pies. We are known for our chunky cookies, generous fillings, and premium ingredients, all baked with care and delivered nationwide.

 

2. Where is DoughGirl based?

DoughGirl is proudly based in the United Kingdom. All of our cookies and cookie pies are baked in our bakery, in Lincolnshire, and shipped directly to customers nationwide. 

3. Are DoughGirl products handmade?

Yes. All DoughGirl products are handmade to ensure quality, flavour, and consistency. 

4. Are DoughGirl products baked fresh? 

Yes. All DoughGirl products are baked fresh to order to ensure maximum freshness and flavour when they arrive at your door.

 

5. 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. Ordering online is quick, secure, and available 24/7 (stock levels depending!) You can also purchase via telephone on 01754 768 120 or you can visit our DoughGirl store located in the MetroCentre, Gateshead.

 

6. How long does delivery take?

Once your order has been dispatched you will receive a shipping confirmation with tracking details. We estimate that orders will arrive 24-48 hours after dispatch.

 

7. 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.

 

8. 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 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 in resolving this issue.

 

9. 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.

Promotion codes may vary and are subject to specific terms and conditions. These can include expiry dates, usage limits, and eligibility requirements. We recommend checking the details provided with each code to ensure it is valid and applicable at the time of use.

 

10. I have reward points, how do I use them?

You can view your reward points on the ‘Rewards’ tab on the right hand side of the screen. This will show when you have any vouchers that can be redeemed. To redeem your voucher click ‘Claim’, followed by ‘Redeem’. This will provide you with a unique code to use at checkout - keep this safe as our team do not have access to view these codes so cannot find them for you, should you lose it. 

 

11. 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.

 

12. Is there a minimum order requirement for delivery?

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

 

13. Can I purchase gift vouchers from your bakery?

We do have online only DoughGirl gift cards available.

 

14. 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.

 

15. 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.

 

16. Can items be pre-ordered?

Please note that only Full, 12 Slice, Single Flavour Cookie Pies can be pre-ordered. They have a lead time of 7 days. You will be able to select your preferred delivery date at checkout. Please note these cannot be delivered on Saturdays, Sundays, or Mondays. 

 

17. Can I change the delivery date of my order?

The delivery date can only be changed for orders of Full, 12 Slice, Single Flavour Cookie Pies. Please contact us at customerservices@doughgirl.co.uk with your order number and query.

 

18. At checkout it says the packaging or box is out of stock - what do I do?

Unfortunately this is a browser error, we are very sorry that you have encountered this and our team is working to resolve it. For now, we recommend purchasing through a different browser, or an incognito window. If this issue persists, please contact us directly.

 

19. Is shipping free at DoughGirl?

Delivery for England and Wales is £3.99 for orders under £20, and free for orders over £20. For Scotland and Northern Ireland it is £4.99 for orders under £20, and £3.99 for orders over £20. Please note we do not ship to Isle of Man or Jersey.

 

20. Can I delay my DoughGirl order?

At checkout you will be required to select your preferred delivery date using the calendar.

 

21. Ordering for Key Dates of the Year

If you order after the Valentine's Day delivery cut off of midnight Monday 9th February 2026, your order may not arrive in time.

If you order after the Mother's Day delivery cut off of 11am Wednesday 11th March 2026, your order may not arrive in time. 

If you order after the Easter delivery cut off of 11am Tuesday 31st March 2026, your order may not arrive in time.

If you order after the Father's Day delivery cut off of 11am Wednesday 17th June, 2026, your order may not arrive in time.

If you order after the Christmas delivery cut off of 11am Wednesday 16th December 2026, your order may not arrive in time.

 

22. Ordering DoughGirl for Collection

We unfortunately do not currently offer collection for orders from our Warehouse based in Skegness, Lincolnshire. 

 

23. Can orders be delivered in a plain, discreet box?

Unfortunately DoughGirl orders cannot be delivered in plain, discreet packaging. Orders are delivered in DoughGirl branded boxes. 

 

24. Why can't I order for a future date?

In the cart you can select your preferred delivery date for up to 1 month. For some products, such as seasonal products, this may be limited to 7 days.

 

Ingredients & Dietary Information

1. Are your products vegetarian & vegan suitable?

All of our products except our M&M Cookie Pie are vegetarian suitable. 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. 

 

9. Are DoughGirl products Halal?

DoughGirl products are not certified Halal, however, except from our M&M Cookie Pie, our products are alcohol free and vegetarian friendly. 

 

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 products come with a 5 - 13 day best before date.

 

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. Can I order DoughGirl cookies as a gift?

DoughGirl cookies and cookie pies make the perfect gift. You can order for birthdays, celebrations, thank-yous, or just because. Many customers choose DoughGirl for sweet, surprise deliveries. We sell a variety of gift options such as our 6 Cookie Gift box bundle which comes in one of DoughGirl branded gift boxes and our themed bundle boxes. 

DoughGirl & the Community

1. Does DoughGirl work with local businesses or organisations?

Yes. DoughGirl is proud to support and collaborate with local businesses, organisations, and community partners. In December 2025, DoughGirl donated products to their local Food Bank, Hospital, Firestation, RNLI, Salvation Army, Ambulance services, and care homes. In January 2026, DoughGirl became an official partner of Lincoln City Football Club.

 

2. How can I stay up to date with DoughGirl news and offers?

You can follow DoughGirl on social media and sign up to our mailing list via www.doughgirl.co.uk for the latest updates, product launches, and exclusive offers.