Terms And Conditions

Terms of service

Terms of Service Last Updated: April 2026

Please read these Terms of Service carefully before using our website or placing an order. By accessing our website or purchasing from us, you agree to be bound by these terms. If you do not agree, please do not use our services.

1. About Us

This website is operated by Cookies and Koalas Ltd, a company registered in England and Wales. Our store is hosted and powered by Shopify Inc.

Email: hello@cookiesandkoalas.co.uk Address: Unit 44 Boyton Hall Farm, Boyton Cross, Chelmsford, CM1 4LN

2. Our Products

We offer personalised and custom-made gifts. All product descriptions, images, and prices are as accurate as reasonably possible. We reserve the right to update product listings, descriptions, or pricing at any time without prior notice.

All products are subject to availability. In the unlikely event that an item is unavailable after your order has been placed, we will contact you promptly to offer an alternative or a full refund.

3. Orders and Payment

By placing an order with us, you confirm that:

  • All information you provide is accurate and complete
  • You are authorised to use the payment method provided
  • You are at least 18 years old, or are placing the order with parental or guardian consent

We reserve the right to refuse or cancel any order at our discretion, including where we suspect fraud, identify a pricing error, or are unable to fulfil the order. If your order is cancelled after payment has been taken, you will receive a full refund.

All prices are displayed in GBP (£) and are inclusive of VAT where applicable. Payment must be made in full before your order is dispatched.

4. Personalisation

Because our products are made to order and personalised to your specifications, it is your responsibility to ensure all personalisation details submitted at checkout are correct. We produce items exactly as specified.

We are not liable for errors in personalisation details provided by you, including spelling mistakes, incorrect names, or wrong dates. Please review your order carefully before completing your purchase.

5. Cancellations, Returns and Refunds

Full details are set out in our Returns & Refund Policy, which forms part of these Terms. In summary:

  • Personalised items cannot be returned or exchanged unless they arrive damaged, faulty, or incorrectly made
  • Cancellations on personalised orders can only be accepted before production has begun
  • Non-personalised items may be returned within 14 days of receipt in unused, original condition under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
  • Where a refund is approved, it will be issued to your original payment method within 5–10 business days

6. Shipping and Delivery

Shipping costs and estimated delivery times are shown at checkout. We aim to dispatch orders promptly, but delivery timescales are estimates and may be affected by factors outside our control, including Royal Mail delays or seasonal demand.

We are not liable for delays caused by third-party carriers once your order has been dispatched. If your order is lost in transit, please contact us and we will work with you to resolve the issue.

7. Intellectual Property

All content on our website — including text, images, logos, product designs, and graphics — is owned by or licensed to Cookies and Koalas Ltd. You may not reproduce, copy, distribute, or commercially exploit any content from our website without our express written permission.

8. Our Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

Subject to the above:

  • We are not liable for any indirect, incidental, or consequential loss arising from your use of our website or products
  • Our total liability to you for any claim shall not exceed the total amount you paid for the products in question

9. Privacy

How we collect and use your personal data is set out in our Privacy Policy, which forms part of these Terms.

10. Changes to These Terms

We may update these Terms from time to time. The current version will always be available on our website with the date updated at the top. Continued use of our website following any changes constitutes your acceptance of the updated Terms.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact Us

For any questions about these Terms, please contact us:

Email: hello@cookiesandkoalas.co.uk Post: Cookies & Koalas Ltd, Unit 44 Boyton Hall Farm, Boyton Cross, Chelmsford, CM1 4LN