FAQ

After receiving your order confirmation email, all orders are processed the same day if ordered before midday Monday through Friday (excluding bank holidays) and the next working day if ordered after midday. You will also receive another notification when your order has been dispatched.

We will send you an email if any circumstances may cause any delays.

Free Delivery*

• Royal Mail Tracked 48 (2–3 business days) on all orders of £50 or more
• Upgrade to Royal Mail Tracked 24 (1–2 business days) for £1
• Upgrade to DPD UK Next Day (1 business day) for £3

Please note that we no longer provide delivery to Northern Ireland

Orders Under £50 (Weight-Based Pricing)

Up to 2kg:

• Royal Mail Tracked 48 (2–3 business days): £3.99
• Royal Mail Tracked 24 (1–2 business days): £4.99
• DPD UK Next Day (1 business day): £7.99

Over 2kg:

• Royal Mail Tracked 48 (2–3 business days): £4.99
• Royal Mail Tracked 24 (1–2 business days): £5.99
• DPD UK Next Day (1 business day): £7.99

Weights are based on an average per product and estimated packaging.

If a chosen delivery service isn’t available in your area, we’ll arrange the best alternative on your behalf. We’ll always let you know of any changes, and if the replacement service costs less, we’ll refund you the difference.

When your order has dispatched, you will receive an email notification from us, which may include a tracking number you can use to check its status.

If you haven’t received your order within five days of receiving your dispatch confirmation email, please contact us at talktous@charlieandcookie.co.uk with your name and order number, and we will look into it for you.

If an item is missing, please check your order confirmation, dispatch emails and any parcel tracking information to see which items you ordered and whether another parcel is still on its way.

If you are unsure or an item you ordered has not arrived, email us at talktous@charlieandcookie.co.uk with your order number and the name of the missing item. We will check your order and help resolve the issue.

Please do not assume that an item has been cancelled simply because it is missing from a parcel or email.

If this happens, please get in touch with us at talktous@charlieandcookie.co.uk. Please provide us with your order number and the details of the damaged items.

If this happens, please get in touch with us at talktous@charlieandcookie.co.uk. Please provide us with your order number and the details of the incorrect items.

Our 30-day return offer is additional to your statutory rights.

For change-of-mind returns, we arrange either a collection or a drop-off using a QR code. As a guide, return postage is typically £3.99 or £7.99, depending on the parcel and return service. We confirm the actual cost with you before arranging the return and deduct the agreed amount from your refund.

If goods are faulty, damaged or incorrect, we arrange the appropriate return and cover the return cost.

If your order arrives damaged in any way, please email us as soon as possible at talktous@charlieandcookie.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis and will try our best to work towards a satisfactory solution.

For full details about our returns policy

If you have any further questions, please get in touch with us at talktous@charlieandcookie.co.uk.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Submit a return request

Click the profile icon in the store's navigation at the top right of the page or use the request a return in the footer.

1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

After the product is returned, you receive a refund. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at talktous@charlieandcookie.co.uk or use the Live Chat.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. You’ll be automatically refunded on your original payment method within ten business days if approved. Please remember that your bank or credit card company can process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please get in touch with us at talktous@charlieandcookie.co.uk.

If you have not received your order confirmation email, please check your junk or spam folder and make sure you are checking the email address used at checkout.

You can also sign in using the account icon on our website and the same email address to check your orders.

If you still cannot find the order, email us at talktous@charlieandcookie.co.uk with the email address you used at checkout. We will check whether your order was received. Please contact us before placing the same order again to avoid a duplicate.

Click the account icon on our website and enter the email address you used for your order. We will email you a six-digit verification code to sign in. You do not need a password.

If the code does not arrive, check that your email address is correct and look in your junk or spam folder. If you still need help, email us at talktous@charlieandcookie.co.uk.

Click the account icon on our website, enter your email address and sign in using the six-digit verification code sent to your inbox. Your account is created when you first sign in, so there is no separate registration form or password to set up.

If you have already placed an order, use the same email address so you can see your orders.

You can sign up using the email subscription form at the bottom of our website.

If you need help with your subscription, email us at talktous@charlieandcookie.co.uk.

For further details, please see our Privacy Policy.

We will work hard to replenish stock as quickly as possible, so please keep checking back with us. Also, please contact us via talktous@charlieandcookie.co.uk for any specific items you require and any that you would like to see that we do not range currently.

Unfortunately, you won't be able to place orders over the phone. If you require assistance, please email us at talktous@charlieandcookie.co.uk.

To check whether your voucher code is working, please try the following:

- Check that you have entered the code correctly, without extra spaces. Discount codes are not case-sensitive

- Check that the qualifying item/s you have added to your basket are for your voucher code.

- Check that you have reached the order value limit for the voucher, if applicable

- Check that the code has not already been used, as some of our codes can only be used once

If you require assistance, please email us at talktous@charlieandcookie.co.uk.