Terms of service

By placing an order with The Sweet Spot MLX, you agree to the following terms of service. Please read them carefully. 

1. Shipping

1.1 Order Schedule

All cookies are baked fresh to order in weekly batches. Orders close every Monday at 12pm (UK time). Orders placed after this time will fall into the following week's batch. 

As cookies are made to order, orders cannot be cancelled once production has begun (i.e., after Monday at 12pm).

1.2 Delivery Schedule

We currently ship within Great Britain only. Orders are typically dispatched on Thursdays via Royal Mail Tracked 24. Once dispatched, you will receive an email with your tracking information. While most orders arrive the next working day after dispatch, delivery dates are estimates and cannot be guaranteed once parcels are with the courier. 

1.3 Shipping Address Information

Customers are responsible for ensuring that all shipping information provided at checkout is accurate and complete, including:

  • full address
  • postcode
  • flat or unit numbers
  • business names where applicable

We are not responsible for delays, failed deliveries, or parcels delivered to an incorrect address due to inaccurate or incomplete information provided at checkout.

1.4 Delivery Attempts & Safe Places

If no one is available to receive the parcel, Royal Mail may:

  • leave the parcel in a nominated Safe Place
  • deliver to a neighbour
  • attempt redelivery
  • hold the parcel at a local collection point

Any delivery completed according to the courier’s delivery procedures will be considered successfully delivered. We are not responsible for parcels lost, stolen, or damaged after being marked as delivered by the courier.

1.5 Delivery Delays

Although delays are uncommon, we cannot guarantee delivery times once parcels are in the courier network.

Delays may occur due to:

  • weather disruption
  • high parcel volumes
  • transport issues
  • strikes or service interruptions

We cannot offer refunds for delays caused by the courier where delivery is completed within 48 hours of dispatch.

2. Returns, Refunds, & Replacements

2.1 Returns

Due to the perishable and made-to-order nature of our products, we do not accept returns.

2.2 Refunds & Replacements

Refunds or replacements may be offered where:

  • the incorrect product has been received
  • products arrive damaged
  • products are deemed to be of unsatisfactory quality

If you experience an issue with your order, please contact The Sweet Spot MLX within 24 hours of delivery via our contact form or at hello@thesweetspotmlx.com.

To help us investigate the issue, we may request:

  • your order number
  • photographs of the products and packaging
  • a description of the issue

Unfortunately, we are unable to consider complaints made after 24 hours from the recorded delivery time.

Refunds and replacements are assessed on a case-by-case basis.

Please note that taste and texture preferences are subjective. While we take great care in preparing all products to a high standard, we are unable to offer refunds or replacements based on personal preference where products have been correctly made and delivered as described.

3. Allergens

Cookies are baked in a kitchen that handles wheat, milk, eggs, soybeans, and nuts. Therefore, we cannot guarantee that any of our products are allergen-free. 

4. Products & Services

Due to the handmade nature of our baked goods, product appearance may vary slightly from the images displayed on our website. All products are subject to availability, and we reserve the right to limit quantities or discontinue items at any time without notice.

While we make every effort to accurately display our products and colours, appearance may vary depending on individual device screens. Prices are subject to change without notice. We also reserve the right to refuse or cancel any order where necessary, including cases involving suspected fraudulent activity, incorrect pricing, or product availability issues.

5. Photography & Marketing

We may occasionally photograph or share customer orders on our website, social media, or other promotional materials.

If you would prefer for your order not to be featured, please contact us at the time of ordering and we will happily respect your request.

6. Prohibited Use

You agree not to use this website or its content for any unlawful purpose or in any way that may damage, disable, or interfere with the website or its services. This includes, but is not limited to, attempting fraud, spreading malicious software, scraping content, or misusing our intellectual property.

We reserve the right to refuse service or cancel orders if we believe these terms are being violated.

7. Personal Information

Your submission of personal information through The Sweet Spot MLX is governed by our Privacy Policy. Please review our Privacy Policy to understand how your data is collected, used, and stored.