Baked with Love. Backed by Fairness.
At Brownie Heaven, your happiness genuinely matters to us. Every box is handmade to order, baked fresh, and packed with care to arrive ready to melt knees. We are not a factory or a fulfilment warehouse. We are a small bakery sending freshly baked, perishable food across the UK.
Sometimes things do go wrong. Couriers can mishandle parcels, boxes can arrive damaged, or brownies can be affected in transit. When there is a problem with the product itself, we do not hide behind small print. We step up and make it right.
In the past, when Royal Mail lost a £300 wedding order, we switched the ovens back on, rebaked everything overnight, and delivered it ourselves the next morning. Because when people are counting on brownies, we take that responsibility seriously.
If there is a genuine issue with the product on arrival, for example damage in transit, missing items, or a quality problem, please contact us within 5 days of delivery. We will offer a replacement or refund once the brownies are returned in their original packaging.
Because our brownies are handmade to order and perishable:
We cannot accept returns or offer refunds for items that arrive late due to courier delays, delivery attempts, access issues, or circumstances outside our control.
We cannot accept returns of perishable goods that have been delivered and are safe to eat but are no longer required.
Delivery dates are estimates, not guarantees. We strongly recommend ordering in advance, especially during busy periods such as Christmas and for island or remote postcodes.
Where a courier issue occurs, we will always help investigate and, where appropriate, offer goodwill gestures such as delivery refunds or store credit. However, this does not extend to full refunds for handmade food that has been baked, dispatched, and delivered.
We are a small independent bakery with big hearts. We will always act fairly, transparently, and in good faith, and we ask the same in return.
That is our Happiness Guarantee.
Baked with love. Backed by fairness. ❤️
