Shipping policy
Last Updated: May 2025
Shipping Policy Last Updated: April 2026
At Cookies & Koalas, we're committed to delivering your orders quickly, safely, and reliably across the United Kingdom.
1. Where We Ship
We currently ship to all areas of the United Kingdom, including Northern Ireland, the Scottish Highlands, and the Channel Islands.
2. Dispatch Times
All orders are dispatched within 1–3 working days of being placed. This includes production time for personalised items.
Larger orders or orders containing multiple personalised items may require slightly longer. If this applies to your order, we will contact you by email.
Orders are not dispatched on weekends or public holidays.
During busy periods such as holidays or seasonal peaks, dispatch times may be extended. We will display a notice on our homepage when this is the case so you can plan accordingly before ordering.
3. Shipping Options and Costs
We offer two tracked shipping options:
- Standard Delivery — £2.99 via Royal Mail Tracked 48. Estimated delivery 2–3 working days after dispatch
- Express Delivery — £4.99 via Royal Mail Tracked 24. Estimated delivery 1–2 working days after dispatch
You will receive your tracking information by email as soon as your order has been dispatched.
4. Free Shipping
We offer free standard delivery on all orders over £30. This will be applied automatically at checkout if your order qualifies.
5. Order Fulfilment
All items within an order are shipped together in a single package. We do not split deliveries, even where some items require slightly longer to produce.
6. Delays and Disruptions
Whilst we do everything we can to meet estimated delivery times, delays can occasionally occur due to circumstances outside our control, such as Royal Mail disruptions or severe weather. We are not responsible for delays once your order has been handed to Royal Mail.
If your order appears delayed beyond the expected window, please contact us at hello@cookiesandkoalas.co.uk and we will be happy to help.
7. Important Notes
- Please ensure the delivery address provided at checkout is accurate. We cannot be held responsible for parcels delivered to an incorrect address provided by you
- If no one is available at the time of delivery, Royal Mail may leave your parcel with a neighbour, at a local collection point, or attempt redelivery
8. Contact Us
For any questions about your order or delivery:
Email: hello@cookiesandkoalas.co.uk Post: Cookies & Koalas Ltd, Unit 44 Boyton Hall Farm, Boyton Cross, Chelmsford, CM1 4LN