FAQ’s

Shipping Information

What Shipping Methods Are Available?

We use a combination of Royal Mail and DPD for all of our printed items. All smaller items are sent via first class Royal Mail, larger items are all sent via next working day DPD. You will be notified when your item has been dispatched.

How Long Will It Take To Get My Package?

When ordering any product from Cookie you have the option to choose the turnaround for each item. These timescales are based on working days, weekends will not be included in this. The cutoff time for printed items is 12:00 noon, all artwork and payments must be made/submitted prior to this time in order to be put on that days print run. Anything ordered after this time will be placed on the next working day print run. Please consider these points when ordering, if you have any questions please just let us know – we are happy to help!

Do You Ship Internationally?

We currently do not offer international shipping as standard (But we are working on it!). We can, however, offer to ship internationally but we would have to quote you on it. The cost for postage can vary dependant on your geographic location. If you do require a quote for postage please contact us.

Can I track the progress of my order?

Once you have placed your order, you will receive updates about your order on the My Account page. It’s here that you will be notified whether your order is Being Processed, In Print or Dispatched. If your prints are large enough to be shipped via DPD you will receive a postage email with a tracking number to track where your items are.

Payment Information

What Payment Methods Are Accepted?

Making a payment with is super quick and easy. We offer a few different choices for payment, the easiest option is the one-click pay. If you have your card details already set up on your device you can quickly pay with one click when you’ve chosen your item (Please note, we advise only using this when you’re purchasing one item to save on postage).

You can also pay via Paypal at the checkout this allows you to pay via Visa Debit, Maestro, Mastercard or American Express (If you don’t have a Paypal account you can easily pay as a guest) or if it is easier you can pay us directly through Stripe. This simply involves inputting your card details. 

Is Buying On-Line Safe?

Buying online is incredibly safe, we have the latest encryption on this website that ensures your details are secure. All payment details are securely held at our payment vendors which will be either Paypal or Stripe. 

Do I have to pay VAT?

We are currently not VAT registered as we are still a small startup business. Until we reach the point of needing to be VAT registered, there will be no VAT to be paid on printed items. We will make all of our customers aware that there will be a change in our pricing at that point. This doesn’t mean everything will suddenly become 20% more expensive, it just means there will be a slight adjustment to the pricing that will balance out to nearly the same cost.

Orders & Returns

How do I place an Order?

Placing an order with Cookie is super easy. All of our products can be found in ‘The Shop’ on the top navigation menu. Once you have found an item you want, using the drop-down menus on the product page you can refine your order. Once you have chosen a finish, size and turnaround you are happy with you to have the option to either upload your own print-ready PDF (which can be made with one of the easy to use templates) or you can create your design in our user-friendly builder. When you have a finished design you approve it and proceed to the checkout. You have several choices of payment with Paypal, Stripe or one-click pay. After everything is approved your items will be sent to print and dispatched.

Do I need an account to place an order?

An account is automatically made for you when you place your first order. You have the option to create an account before you order, we recommend you do this as it gives you the opportunity to become part of the Cookie Community. Part of which is the newsletter, on this there will be regular discounts and highlights from Discover.

How Can I Cancel Or Change My Order?

We completely understand that sometimes you change your mind or you would like to tweak your order. Firstly dependant on that stage the order is in, if you have just placed the order you can cancel your order in your ‘My Account’ page. If this option isn’t available we recommend you call us on 01332 650301. We will always try our best to help you in this situation, however, the earlier you can call us the better as once they have been sent to print we can no longer amend or change your order.

How Can I Return a Product?

Hopefully, this never happens, but if you do have to return your items because of a mistake on our behalves we will arrange a courier to come and collect the items from yourselves.

Who should I contact if I have any queries?

If you have any questions we are here to help, for any general enquiries please contact us on [email protected] For more specific support head over to our Contact Us page. However, we do understand that sometimes it’s great to actually talk to someone, if the problem is urgent please call us on 01332 65 07 66.