Returns & Refund Policy

Last Updated: June 2025

Thank you for shopping with Cookies & Koalas. We want you to be completely satisfied with your purchase. Please read this policy carefully before placing your order.

1. Personalised Items

All personalised and custom-made products are made specifically for you. Due to their bespoke nature, we are unable to accept returns, cancellations, or exchanges on personalised items, except in the following circumstances:

•       The item is faulty or defective

•       The item was damaged during delivery

•       We made an error with the personalisation that does not match your submitted order details

Please review all personalisation details carefully before completing your order, as we produce items exactly as specified at checkout.

2. Order Cancellations

Because production begins promptly after an order is placed, we are unable to accept cancellations on personalised items once manufacturing has started.

If you need to cancel your order, please contact us immediately at hello@cookiesandkoalas.co.uk with your order number. We will do our best to accommodate cancellation requests received before production has begun, but we cannot guarantee this.

3. Non-Personalised Items

For the small number of non-personalised products we offer, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

•       You must notify us within 14 days of receiving your order if you wish to return it

•       Items must be returned unused, in their original packaging, and in resaleable condition

•       Return shipping costs are your responsibility, unless the item is faulty or incorrect

•       Refunds will be issued to your original payment method within 14 days of us receiving the returned goods

To initiate a return on a non-personalised item, please contact us at hello@cookiesandkoalas.co.uk before sending anything back. Items returned without prior authorisation will not be accepted.

4. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or does not match what you ordered, we will make it right. Please contact us within 7 days of delivery at

hello@cookiesandkoalas.co.uk and include:

•       Your order number

•       A clear description of the issue

•       Photographs showing the fault or damage

Once we have reviewed your claim, we will offer either a full replacement or a full refund — the choice is yours. You will not be asked to pay return postage for any fault or error on our part.

5. Refunds

Where a refund is approved, it will be processed to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact us at hello@cookiesandkoalas.co.uk.

6. Items Excluded from Returns

We cannot accept returns or offer refunds for:

•       Personalised or custom-made products (unless faulty, damaged, or incorrect)

•       Items returned without prior authorisation

•       Items that are not in their original, unused condition (non-personalised items only)

7. Return Address

In the event that a return is authorised, please send your item to:

Cookies & Koalas

Unit 44, Boyton Hall Farm

Boyton Cross

Chelmsford

CM1 4LN

Please do not send items back without first receiving written confirmation from us. Unauthorised returns will not be processed.

8. Contact Us

If you have any questions about this policy or your order, we’re happy to help.

Email: hello@cookiesandkoalas.co.uk

Website: cookiesandkoalas.co.uk