FAQs
Have a question? Don't be shy, reach out and say hi!
Support hours: 9:00am - 4:00pm, Mon to Fri
(closed on weekends and bank holidays)
orders@browniegod.com
Selecting a delivery date
Selecting a delivery date
You can select the delivery date! On the checkout page, a calendar shows all the available dates.
Some dates are blocked out as we have reached maximum capacity for this day or the kitchen is closed.
Didn't get a confirmation or tracking email
Didn't get a confirmation or tracking email
You should receive the confirmation email right after you place your order. Please check your spam or junk mail, also check if there's any typo of your email address on order confirmation email.
We dispatch all our orders with next-day delivery, so you will receive a dispatch email from us in the afternoon the day before your delivery.
You will also receive a tracking email on the morning of your delivery date, detailing a time slot for your order's arrival.
Order changes
Order changes
Email orders@browniegod.com and include:
- Order number (e.g. #1103)
- Change requested (e.g. "I want to change the flavour/ I need to change the address")
Please note we only accept order changes sent in three working days before your chosen delivery date.
Cancelling my order
Cancelling my order
More than three working days before your chosen delivery date
There is a fee of £1 (covers the transaction costs charged by payment providers).
Less than three working days before your chosen delivery date
Due to the personalisation of our products, preparation begins days in advance, and we bake the brownies to order. For this reason, cancellation within this period is unfortunately not possible as we have made all the necessary preparations, and this would lead to unnecessary food waste.
*Working days count from Monday to Friday as Saturday and Sunday the kitchen is closed.
Order didn't arrive as expected
Order didn't arrive as expected
We strive to ensure that every order is perfect, our team will be more than happy to resolve any issues.
Please email orders@browniegod.com within 24 hours of your delivery:
1) picture showing fault
1.1) for incorrect flavour - include a clear photo of the bottom of the brownies.
2) order number.
We review all complaints and may ask you to ship back the product to receive a refund. All refunds are subject to manager review.
I've put the wrong delivery address
I've put the wrong delivery address
Before the order is shipped, we will email you 1) order confirmation containing the address 2) a second email to double-check the address and delivery date. If you spot any changes before dispatch, we are happy to make amendments. However, if already dispatched, we can not make any changes and are not responsible for lost parcels.
As a goodwill gesture, we may accept to make a second brownie for free but ask that you pay the cost of shipping and packaging (£10)
I'm not home when order is delivered
I'm not home when order is delivered
If you won't be home when your delivery is attempted, please go through your tracking link and select for your order to be delivered to a neighbour or left in a safe place.
Shipping to a business, hotel, school, hospital, post office, or public place?
Shipping to a business, hotel, school, hospital, post office, or public place?
We don't recommend this as in a business or hotel, the courier will send the package to their mailroom (instead of the reception or any requested location). The mailroom will only accept the package if you are a permanent staff member or resident. For this reason, we highly discourage this unless you can guarantee delivery (a refund will not be applicable for failed deliveries).
Shelf life
Shelf life
Once delivered, our brownies have a shelf-life of up to 1 week at room temperature. For maximum freshness, we recommend not opening your package until you plan to eat the brownies and preserve them at room temperature for the best results.
Our brownies last for up to 10 days once opened, we recommend storing your brownies in an airtight container at room temperature. You may freeze them well wrapped for up to 1 month of deliciousness. We recommend leaving the brownies at room temperature for 3 hours.
Options for Vegertains, Gluten-free, Halal, Kosher
Options for Vegertains, Gluten-free, Halal, Kosher
Vegan:
Only avaiable for large orders (reach out via email)
Gluten-free:
Yes! Most of our custom products have gluten-free options available. You can use the search feature at the top of the page.
Halal:
Yes, most of our brownies are halal. However, please note that our pink and red sprinkles contain E120, making them unsuitable for a halal diet. If you follow a halal diet, we recommend choosing our alternative colour options when customising your brownies. For our S’mores brownies, the marshmallow is made using HMC certified halal beef gelatine.
Kosher:
Unfortuantely, not avaiable at the moment
Are your brownies safe for people with allergies?
Are your brownies safe for people with allergies?
Please note that all our products are made in an environment where nuts, peanuts, eggs, milk, soya, sesame, and gluten are present. As a result, we cannot guarantee they are free from traces of these allergens. Our brownies may contain milk, eggs, soya, wheat (gluten), and nuts. However, we do offer gluten-free options.
Will my order be filmed or photographed?
Will my order be filmed or photographed?
Your order may be filmed/photographed for our social media accounts unless we are told in advance that you would like the order to be kept private.
Content restrictions for personalisation
Content restrictions for personalisation
At the moment, we do not have chocolate icons for the following symbols: ‘+=%@()<>£$@€#’. In the instance that one of the symbols is included in the message, our team will add one of our existing heart or star chocolate icons.
For any Photo orders, you will need to have consent given by the person in the image.
Does the brownie box include a paper receipt/invoice inside ?
Does the brownie box include a paper receipt/invoice inside ?
No, it does not. All information relating to the order is sent via email.
