Effective date: 1 June 2026

Last updated: 27 April 2026

These Vendor Food Safety and Hygiene Standards set the baseline rules that Cosycookie expects every baker and food seller on the marketplace to follow.

They are not a substitute for the vendor’s own legal advice, regulator guidance, or site-specific food-safety responsibilities. Each vendor remains fully responsible for the lawfulness and safety of its own food business.

1. Registration and legal readiness

Vendors must be lawfully entitled to operate the relevant food business and must register with the appropriate local authority where registration is required. This includes home-based and online food businesses where the law requires registration before trading, which is generally expected at least 28 days before starting the business where that rule applies.

Vendors must keep their registration, business details, and any relevant inspections or ratings up to date and must notify Cosycookie promptly of any suspension, enforcement action, improvement notice, prosecution, or serious regulatory concern.

2. Food safety management and training

Vendors must have appropriate food-safety procedures for their scale and type of operation, including documented controls, hygienic handling, cleaning routines, and measures to reduce contamination risk. For small businesses, an approach based on safer food, better business or an equivalent system is strongly expected where relevant.

Anyone involved in food preparation, packing, storage, labelling, or dispatch must be adequately trained or supervised for the role they perform.

3. Allergen management

Vendors must maintain accurate ingredient and allergen records for every product listed on Cosycookie. Allergen information must be reliable, current, and capable of being communicated before purchase and again on delivery or collection where required. Vendors should structure their records and listings so that the 14 regulated allergens can be identified clearly and updated quickly if ingredients change.

Cross-contamination risks must be managed appropriately. If a risk cannot be eliminated, it must be communicated clearly and must not be hidden behind vague or misleading wording. Unsupported free-from or allergen-free claims are prohibited.

4. Ingredients, labelling, and product information

Vendors must know the ingredients used in their products, source them responsibly, and keep sufficient traceability and supplier information for compliance, investigation, and recall purposes where required.

Labels, inserts, and online listings must accurately reflect ingredients, allergens, shelf life, storage guidance, quantity, and any handling instructions needed to keep the food safe and suitable for the customer. Where products are prepacked for direct sale or otherwise fall within specific ingredient or allergen labelling rules, the vendor must ensure that the applicable legal labelling requirements are met.

5. Hygiene, packaging, and storage

Food must be prepared, stored, packed, and handled in hygienic conditions suited to the product. Equipment, surfaces, utensils, and packaging materials must be kept clean and appropriate for food use.

Packaging must protect the product during storage, collection, and transport. Where temperature sensitivity, fragility, or contamination risk is relevant, the vendor must use packaging and dispatch methods suitable to those risks.

6. Dispatch, delivery, and collection safety

Vendors must only offer dispatch or delivery options that are realistically compatible with the product’s safety and quality profile. This includes using sensible cut-off times, transit expectations, labelling, and collection windows.

Where local collection is offered, products should be handed over in a way that preserves safety and traceability as far as reasonably possible. Vendors remain responsible for ensuring that the product is safe at the point it leaves their control, subject to any customer-caused issues after handover.

7. Complaints, incidents, and recalls

Vendors must act quickly on any food-safety complaint, allergen complaint, contamination allegation, spoilage issue, or report of illness. Cosycookie must be notified immediately of any issue that could affect customer safety, listing accuracy, or marketplace trust.

If a product withdrawal, safety notice, or recall is required, the vendor must cooperate fully with Cosycookie and any relevant authority, including providing batch information, customer contact data where lawfully appropriate, investigation details, and corrective measures.

8. Records, audits, and compliance action

Vendors must keep appropriate records relating to ingredients, recipes, allergen content, dispatch, complaints, supplier traceability, and other matters reasonably necessary for legal compliance and platform review.

Cosycookie may ask for documents, explanations, photos, or other evidence where safety concerns arise. Failure to cooperate, or any unsafe practice creating unacceptable risk, may result in listing removal, suspension, or termination.

Contact details

Agate International LTD trading as Cosycookie

Website: https://www.cosycookie.com

Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Registered in England and Wales

Company number: 12996873

Customer support: customers@cosycookie.com

General and privacy enquiries: info@cosycookie.com