Order And Shipping
Orders & Shipping — Frequently Asked Questions
Where do you ship to?
We ship 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. This includes the time needed to produce your personalised item. Once dispatched, delivery times depend on the shipping option you selected at checkout:
- Standard Delivery (Royal Mail Tracked 48) — 2–3 working days after dispatch
- Express Delivery (Royal Mail Tracked 24) — 1–2 working days after dispatch
So in total, you can expect your order within 3–6 working days on standard, or 2–5 working days on express.
How much does shipping cost?
- Standard Delivery — £2.99
- Express Delivery — £4.99
- Free Standard Delivery on all orders over £30, applied automatically at checkout
Do you offer free shipping?
Yes — all orders over £30 qualify for free standard delivery. This is applied automatically at checkout, no code needed.
Will I receive tracking information?
Yes. As soon as your order is dispatched you will receive an email containing your Royal Mail tracking number so you can follow your delivery.
Can I get my order faster?
Yes — select Express Delivery (Royal Mail Tracked 24) at checkout for £4.99. This reduces the estimated delivery time to 1–2 working days after dispatch.
Do you dispatch on weekends or bank holidays?
No — orders are dispatched on working days only. Orders placed on a Friday afternoon, weekend, or public holiday will begin processing the next working day.
Will all my items arrive together?
Yes. We ship everything in a single package and do not split deliveries, even if some items take slightly longer to produce.
What happens if my order is delayed?
Occasionally delays can occur due to factors outside our control, such as Royal Mail disruptions or severe weather. Once your order has been handed to Royal Mail we are not responsible for carrier delays, but if your order hasn't arrived within the expected window please contact us at hello@cookiesandkoalas.co.uk and we'll do everything we can to help.
What if I entered the wrong delivery address?
Please double-check your delivery address before completing your order. We are unable to take responsibility for parcels delivered to an incorrect address provided at checkout. If you notice a mistake immediately after ordering, contact us at hello@cookiesandkoalas.co.uk as soon as possible and we will do our best to correct it before dispatch.
What happens if I'm not in when my order arrives?
Royal Mail will either leave your parcel with a neighbour, drop it at your local collection point, or attempt redelivery. You will be notified of what has happened via your tracking information.
Do you experience delays during busy periods?
During peak periods such as Christmas, Valentine's Day, or Mother's Day, dispatch times may be slightly longer than usual. We will always display a notice on our homepage when this is the case so you can factor it in before ordering.
Still have a question?
Get in touch — we're happy to help.
Email: hello@cookiesandkoalas.co.uk