Brown & Blond – Refund Policy

29 Sept 2026 · @George Welton

Our promise

We bake the perfect brownie, and we want it to arrive that way. If something's not right with your order, tell us and we'll put it right – usually with a replacement box or a full refund.

The quickest way to reach us is through our contact page. Please include your order number, what went wrong, and a photo of the box and brownies.

Something wrong with your order

If your brownies arrive damaged, spoiled, not as described, or with items missing or wrong, contact us within 24 hours of delivery. We'll offer a replacement or a full refund of the affected items – your choice.

• Damaged or crushed in transit: send a photo of the outer packaging and the brownies. You don't need to post anything back.
• Wrong or missing items: tell us what was in the box and we'll send what's missing or refund it.
• Quality problem (for example the brownies are stale, mouldy or not up to our standard): send a photo..

Please keep the box and brownies until we've replied, in case we need more detail. We aim to reply within 1 working day (Monday to Friday).

Delivery problems

We bake Monday to Thursday. Orders placed before 7am Monday to Thursday are sent for next-day delivery. Orders placed after 7am on Thursday, or over the weekend, are sent on Monday for Tuesday delivery.

• Running late: occasionally the courier is delayed. Our brownies have a 10-day ambient shelf life, so a day or two's delay won't spoil them. If your order hasn't arrived within 3 working days of dispatch, get in touch and we'll chase it.
• Lost in the post: if the courier confirms your parcel is lost, we'll send a replacement or give you a full refund.
• Wrong address: please check your delivery address before you order. If a parcel can't be delivered because the address was wrong or incomplete, we can't offer a refund, but we'll do our best to help redirect it.
• Left in a safe place: once the courier confirms delivery to your address or chosen safe place, the parcel is your responsibility.

Cancellations and changes

You can cancel or change your order (flavours, delivery date, address or gift message) for a full refund up until your order has been baked and dispatched. Contact us as soon as possible. Once your order has left the bakery, we can't cancel it.

No change-of-mind returns. Our brownies are fresh food with a short shelf life, and many orders include a personalised sleeve or message. For those reasons we can't accept returns or give refunds if you change your mind after dispatch. This doesn't affect your rights if something is wrong with your order (see above).

Good to know

• Allergens: full ingredients and allergens are listed on each product page and on the ingredients page. Our brownies are made in a kitchen that handles nuts, peanuts, gluten, milk, eggs and soya. Please check before you order, as we can't refund orders because of an allergen that was listed.
• How refunds are paid: refunds go back to your original payment method within 5 working days of being approved. Your bank may take a few more days to show it.
• Gift cards: gift cards can't be exchanged for cash, but orders placed with a gift card are covered by this policy in the same way.
• Wholesale orders: trade and wholesale orders are covered by your wholesale terms. Please contact your account manager.
• Your legal rights: this policy doesn't affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

Brown & Blond Ltd, 21 Melbourne Street, Morley, Leeds, LS27 8BG. Registered in England and Wales, company number 05490905.