Shipping and Return Policies

Shipping Policies

We aim to dispatch orders within 5 working days for readymade products. Personalised items and made-to-order items take up to 15 working days and it may take longer during peak times. 

We cannot be held liable for lost, damaged or stolen parcels. Once your parcel had been handed to the courier, it is their responsibility to deliver your parcel. We are not responsible to claim the lost, damaged or stolen parcels for you however we will do our best to provide you with relevant information for you to make the claim directly to Royal Mail. By making a purchase from our website, you understood and agreed to these conditions.

UK Shipping

Standard Shipping: £3.99 (Normally arrives in 3-7 business days from the date of despatch)

Express Shipping: £5.99 (Normally arrives in 1-2 business days from the date of despatch, requires a signature.)

International Shipping

International Tracked Delivery: International Tracked - £11.99 (Europe), £21.99 (Rest of the world). Usually delivered to Europe in 7 to 14 business days and rest of the world in 10 to 20 business days from the date of despatch- Trackable)

Please note that these timeframes may be exceeded by the courier in some circumstances and delays can occur. It is completely out of our control and we cannot be held responsible for any delays caused by the courier. You may be liable to pay custom duty or taxes if you live outside the UK. You're responsible to pay any taxes and custom duty. 

Exchange, Return and Refund Policies

Exchanges

We DO NOT offer exchanges at this time. Please follow the return policy to return of your product and then re-purchase your desired product.

Return

You are eligible to return your item(s) within 14 days of receiving your order for a refund. You must notify us of a return within 7 days of receiving your parcel by emailing us to: henlo@cookieandchewkie.com. 

Please ensure to include a note in your return clearly stating:
- Your name
- Order number 
- Email address used to place your order


Please allow us up to 3 working days to reply to your email and confirm your return. You must ship your returned item(s) within 7 days from the date of our confirmation of return. You’re responsible to pay for the return postage unless the reason for return is due to a faulty/damaged product. We strongly recommend that you use a trackable shipping service and keep the tracking numbers until you receive a confirmation of refund. We do not accept any responsibility for item(s) damaged or lost in transit.

The item(s) must be returned in the original condition with tags attached. We cannot accept items where the tags have been removed under any circumstances. Returns made after the allowed timeframe, or in imperfect conditions such as worn/marked/without tags will not be accepted, and you will need to arrange the collection of your returned goods from us at your own cost. Goods must be returned in unused, perfect condition and they remain in a re-saleable condition so if your pet needs to try on an item, we strongly recommend trying it on a clean pet and only indoors with great care. We regret that we cannot accept returns for goods that are not in perfect condition. 

Please allow us 7 days to process your return. Once we have received your returned item(s), we will inspect them and email you to notify if the refund has been approved or rejected. If you have not heard from us after 7 days, please email us again with your order name and number. Once the refund had been processed, your credit will be refunded back into your original payment method. The original shipping cost will not be refunded. Please allow 7 to 10 working days to receive your refund.

Please note that we DO NOT accept returns for personalised products, pre-ordered products, made-to-order products and sale items.