Frequently Asked Questions

What are Sorry Cookies and who are they for?

Sorry Cookies are handmade, hand-iced cookies designed for businesses to send directly to customers. They offer a thoughtful, tangible way to acknowledge when something has gone wrong, thank a customer for their patience, or reinforce a valued customer relationship.

How does it work?

Choose your cookie, enter the recipient’s details and delivery address, write the message you’d like included and place your order. We’ll hand-ice your company logo onto the cookie, handwrite your message onto the accompanying card and send it directly to your recipient.

How do I send cookies to more than one customer?

Add each cookie to your basket separately with each recipient’s name, delivery address and message. You can include multiple recipients within the same order, and we’ll send each cookie to the address entered for that recipient.

Is there a minimum order quantity?

No. You can order a single cookie or send cookies to multiple recipients within the same order.

How do I send you my company logo?

You’ll upload your company logo once during checkout. The same logo will be used for all cookies within that order. JPG, JPEG, PNG and PDF files are accepted.

What if my logo is particularly detailed?

Because every logo is piped by hand, highly detailed designs may need to be simplified to work effectively in icing. We will retain the recognisable features of your branding while adapting the design where necessary for a hand-iced cookie. If we believe your logo will not translate well, we’ll contact you before proceeding.

Will the icing colours exactly match my brand colours?

We will reproduce your branding as closely as reasonably possible in icing. As each cookie is made and coloured by hand, shades may vary slightly. Colours can also appear differently across screens and devices.

Can I personalise the message that accompanies each cookie?

Yes. Each cookie can have its own message and sign-off. Your message is handwritten onto the accompanying card, so you can tailor it to the individual recipient.

Can I place a larger corporate or bulk order?

Yes. If you’re planning a larger order or customer campaign, visit our Corporate Orders page and send us a few details about what you have in mind. We’ll get back to you to discuss your requirements.

How quickly will my order be delivered?

Orders placed before 1pm Monday to Friday will be dispatched the next working day. Orders placed after 1pm will be dispatched the following working day after that. Weekends and bank holidays are excluded.

Once dispatched, orders are sent using Royal Mail Tracked 24, which has a next-working-day delivery aim, but this is not guaranteed.

Will I receive tracking information?

Yes. Once your order has been dispatched, we’ll send you the relevant Royal Mail tracking information. Where an order contains cookies for several recipients, the tracking details will identify the relevant recipient.

How long do the cookies keep?

For the best taste and texture, we recommend enjoying the cookies within six weeks. Store them in their packaging in a cool, dry place away from direct sunlight.

What allergens do the cookies contain?

Our cookies contain WHEAT, MILK and EGG and may contain NUTS, PEANUTS, SOY, FISH, MOLLUSCS, CRUSTACEANS, SESAME, CELERY and MUSTARD. They are suitable for vegetarians.

Full ingredient and allergen information is available on our Ingredients & Allergens page.

Where are the cookies made?

Sorry Cookies are made by Piping Perfection Co, a registered food business inspected by Aberdeenshire Council and operating in accordance with applicable food hygiene requirements.

Can I order a sample before placing a larger order?

Yes. Simply choose the cookie you’d like to sample and place your order through the website as normal. There is no minimum order quantity, so you can order a single cookie before committing to a larger order.