Cookie Care FAQ

Got questions about your Newcastle Bakery cookies? We've got answers. Find everything you need below to keep your cookies at their very best.

Storage

How long do the cookies stay fresh if unopened?

Our cookies arrive sealed to preserve freshness. They are best within 2-3 days of delivery, but can last for 5 days after delivery.

How long do they last once opened?

Once opened, we recommend enjoying your cookies within 1-2 days for the best taste and texture. Store any extras in an airtight container at room temperature.

Should I use an airtight container?

Yes! An airtight container is the best way to keep your cookies soft and chewy (or crisp, depending on the variety). Avoid leaving them in the original packaging once opened, as exposure to air can cause them to dry out or become stale faster.

Should I refrigerate my cookies?

Refrigeration is generally not recommended — it can dry cookies out and alter their texture. Keep them at room temperature in a sealed container unless otherwise noted on your packaging.

Can I freeze them?

Yes! Cookies freeze beautifully. Place them in a zip-lock freezer bag or airtight container and freeze for up to 2 months. Thaw at room temperature for best results.

Reheating

Can I warm up my cookies?

Absolutely — warm cookies are the best cookies. Here are two easy methods:

Microwave: Place a cookie on a microwave-safe plate and heat for 10 seconds, in 5 second intervals. Check and add a few more seconds if needed. Be careful not to overheat, as this can make them tough.
Oven: Preheat to 350° F and warm cookies on a baking sheet for 3 minutes. This method works especially well for restoring a fresh-baked feel.

What texture should I expect?

Our cookies are baked to be [MERCHANT: describe texture — e.g., soft and chewy in the center with slightly crisp edges]. Cookies may firm up slightly as they cool or after a day or two — a quick warm-up in the microwave or oven will bring them back to life.

Delivery & Damaged Orders

What should I do if my order arrives damaged?

We take great care in packaging every order, but we know that things can happen in transit. If your cookies arrive broken, crushed, or otherwise not as expected, please contact us within 24 hours with:

Your order number
A photo of the damaged items and packaging

We'll make it right.

What if my cookies don't seem fresh or suitable upon arrival?

Your satisfaction matters to us. If something seems off — an unusual smell, unexpected texture, or any other quality concern — please reach out to us via our Contact page right away. We will offer a replacement or store credit! It is transferable.