FAQ
ORDERS
How do I personalise my order? Simply fill in the personalisation details at the product page before adding to your basket. Double-check everything carefully — we produce your item exactly as specified at checkout and cannot be held responsible for errors in the details you provide.
Can I cancel my order? Because we begin production promptly after an order is placed, cancellations can only be accepted before production has started. If you need to cancel, contact us immediately at hello@cookiesandkoalas.co.uk with your order number and we will do our best to help.
Can I make changes to my order after placing it? Contact us as soon as possible at hello@cookiesandkoalas.co.uk. We cannot guarantee changes can be made once production has begun, so please get in touch immediately.
Do I need an account to place an order? No — you can check out as a guest. Creating an account does make it easier to track orders and view your order history.
SHIPPING
Where do you deliver? We deliver to all areas of the United Kingdom, including Northern Ireland, the Scottish Highlands, and the Channel Islands.
How long will my order take? All orders are dispatched within 1–3 working days, including production time for personalised items. After dispatch, delivery times are:
- Standard Delivery (Royal Mail Tracked 48) — 2–3 working days
- Express Delivery (Royal Mail Tracked 24) — 1–2 working days
How much does delivery cost?
- Standard Delivery — £2.99
- Express Delivery — £4.99
- Free Standard Delivery on all orders over £35, applied automatically at checkout
Will I get tracking information? Yes — once your order is dispatched you'll receive an email with your Royal Mail tracking number.
Do you dispatch on weekends or bank holidays? No — orders are processed on working days only. Orders placed over a weekend or on a bank holiday will be picked up the next working day.
What if my order is delayed? Occasionally delays can occur due to factors outside our control such as Royal Mail disruptions. If your order hasn't arrived within the expected window, get in touch at hello@cookiesandkoalas.co.uk and we'll do everything we can to help.
What if I entered the wrong address? Contact us immediately at hello@cookiesandkoalas.co.uk. If your order hasn't been dispatched yet we'll do our best to update it. We're unable to take responsibility for parcels delivered to an incorrect address provided at checkout.
RETURNS & REFUNDS
Can I return my personalised order? Because every order is made specifically for you, we're unable to accept returns or exchanges on personalised items unless they arrive damaged, faulty, or incorrectly made.
What if my order arrives damaged or incorrect? We're sorry if this happens. Contact us within 7 days of delivery at hello@cookiesandkoalas.co.uk with your order number and a photo of the issue. We'll offer you either a full replacement or a full refund — whichever you prefer.
Do I need to pay to return a damaged or incorrect item? No — we cover return postage for any fault or error on our part.
What about non-personalised items? Non-personalised items can be returned within 14 days of receipt, unused and in original packaging. Return postage is your responsibility unless the item is faulty.
How long do refunds take? Once approved, refunds are processed to your original payment method within 5–10 working days depending on your bank or card provider.
CONTACT
How do I get in touch? We're always happy to help.
Email: hello@cookiesandkoalas.co.uk
We aim to respond to all enquiries within 1 working day.