Check out our Frequently Asked Questions below. If you still need help please contact us.
General
How do I contact you?
We have a business WhatsApp account 07999782818
or you can email us at sales@thecookiestampco.com
We do not monitor our social media accounts regularly, so please do not use this as a method of contacting us.
Do you have social media?
Of course! Come follow us on the below links, where you can see updates about new products and discounts.
Can we collab?
We currently have a team of amazing content creators, but we're always open to working with new people if we believe it fits our brand well. If you are passionate about producing content regularly, and have good engagement levels on your social media accounts, you can get in touch here to enquire about collab opportunities.
How do I use your products?
Each product page has information on how to use it, along with tips & tricks.
Our Instagram is also a great place to check! Simply visit us here and check the reels tab to see our products being used.
Dispatch & Delivery
Current turnaround times
Dispatch / turnaround time refers to the time it takes a consumer to make a product. We aim to do this within 10 working days, but it can fluctuate so if you have a deadline please get in touch for a more accurate timescale.
It's important to remember that dispatch & delivery are too different things. Dispatch refers to our lead time in getting through orders, whereas the delivery option refers to how quick you want Royal Mail to aim to deliver your order.
Where do you ship to?
We ship world wide. We're often asked how much shipping costs, but it is calculated at checkout based off of the weight of your items, so we're unable to provide you with this information sorry!
How long does shipping take?
Royal Mail 1st Class and Tracked 24 both aim to be delivered within 24 hours.
They aim to deliver Tracked 48 within 48 hours.
Please remember, this is just an aim and failure for the courier to deliver within this time frame does not qualify for a refund of your shipping costs.
There are many factors, for example being cleared through customs, that can cause delays with international shipping. For this reason, we cannot provide an accurate time frame for shipping. We advise you keep an eye on your tracking updates, and should anything seem to look unusual, just drop us a message!
Here are the full details of our Shipping Policy.
International parcels can only be sent with Royal Mail up to 2kg. Anything over this goes to a different courier and is a lot more expensive. If you get a delivery fee of around £75, it is often cheaper to split your order into 2, it will reduce your shipping cost by around 33% overall
How do I track my order?
If you selected a tracked shipping method, you will receive the tracking number when your order is dispatched. Pop the number in here to see the current delivery status of your order.
Remember, if you selected first class shipping, this does not have a tracking number so we are unable to trace its whereabouts. For this reason, we always recommend selecting a tracked shipping service at checkout.
My order is late or lost, can I have a refund?
We use Royal Mail as our courier, and they have a timescale in which they class a parcel as late or lost. Until this is met, we are unable to process a compensation form.
Don't worry though, should this happen (which it very rarely does) we'll make sure to take care of it for you!
Refunds, Returns & Cancellations
Do you offer returns?
I do not accept returns for reasons such as changing your mind. This is because a lot of our products are made to order. I will however, always accept returns or give refunds on faulty items. It is essential that you get in touch within 24 hours of receiving your item.
Please ensure when making a bespoke order, that you spell everything correctly. To ensure no spelling errors are ever made. I copy and paste your exact request. I am unable to process a refund if you have made a spelling mistake. If you realise you've made an error prior to the order being made, get in touch and i'll be more than happy to sort this for you!
Can I have a refund?
In circumstances where we have made an error, we will do our best to rectify the situation by getting a replacement to you straight away. If you'd prefer a refund, it will be processed back to the payment method used when you placed your order.
Can I cancel my order?
If you make an error and wish to cancel your order, please notify me straight away and I will happily cancel it.
You are welcome to enquire about a cancellation at any time prior to dispatch, but this can only be completed depending on if the products have already been created or if the order is already complete