How can we help?

FAQ

Delivery

How long does it take to process my order?

After receiving your order confirmation email, all orders are processed within 1 business day (excluding weekends and holidays). Just so you know, 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.

How much will I be charged for delivery?

FREE DELIVERY on all orders over £45 (48-hour tracked delivery). You have the option to pay £1 extra for 24-hour tracked delivery.

For orders under £45, it is £3.95 for 48-hour tracked delivery or just £4.95 for 24-hour.

Royal Mail and DPD are our primary delivery partners.

Where is my order?

When your order has shipped, you will receive an email notification from us, which may include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

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

I am missing an item from my order, what do I need to do?

Our orders are sometimes despatched in multiple boxes; if you think an item is missing from your order, please wait until your delivery date has passed; then, you can consult the information on your order confirmation email.

This email contains a summary table; if the item does not feature, unfortunately, it has been cancelled as it was unavailable. We will refund your money within 48 hours, and you will receive an email from us to confirm this.

If you have checked the summary table and it features items outside the boxes you have received, please email us at talktous@charlieandcookie.co.uk.

An item has arrived damaged, what do I need to do?

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.

I have received incorrect items in my order, what do I need to do?

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.

Returns

What is your returns policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return to receive a refund, minus the cost of the return postage.

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.

I would like to return my item for a refund, what do I need to do?

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.

When will I receive my refund?

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.

Website

I have not received my order confirmation, has my order gone through?

If you have received an order email from us, then your order has gone through − this will be sent within 15 minutes. If you have not received an email, you can check your account to see if the order has been. If you have not received an email and do not have an account, please contact us at talktous@charlieandcookie.co.uk. Please have the email address used to place the order to hand.

I cannot access my account, what do I need to do?

To access your account, you may have to reset your password. This can be done by clicking the forgot password link on the login page.

Once you have clicked, the forgot password link; you will be sent a password reset email. If you don't get the email, please check the email address you entered is correct and in your junk folder and try again. If you still do not receive the email, then please get in touch with us at talktous@charlieandcookie.co.uk.

How do I sign up for an account?

To create an online account, complete the registration form.

How do I sign up to marketing emails?

Suppose you are already registered on our website and opted out of our mailing list when you created your account, or at a later stage, you can change your preferences to receive details of our offers, products, reminders and services. To do this, you can select My Account and then Personal information; you can then click to add your details to our mailing list.

If you are new to Charlie and Cookie Co, we will ask you as you sign up if you wish to receive details of our offers, products, reminders and services which may interest you.

For further details, please see our Privacy Policy.

When will a product be back in stock online?

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.

Can I place an order over the phone?

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

My voucher code will not work, what do I need to do?

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

- Check that you have entered the code correctly, as all our codes are 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 all our codes can only be used once

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