Below you can find some of our frequently asked questions. Click on a link to jump to the appropriate question & answer.
- How do I place an order?
- How do I use the shopping basket?
- How do I use my points?
- Can I track my order status?
- Can I change or cancel my order?
- Where is my order?
- Can I track my order?
- How much will postage cost me?
- What time will my order be delivered?
- Can I select a delivery date or time?
- Where do you deliver to?
- Do you deliver outside of the UK?
- Can I send my order to more than one address?
- Will you let me know when my parcel has been despatched?
- What if I am not at home when my parcel has been delivered?
- My Parcel has been returned to you, what can I do?
- I have a problem with my order?
- How do I pay for my order?
- Why will you not process my payment?
- Is my item in stock?
- The item I want is Out of Stock when will it be back in stock?
- What is your returns policy?
- How do I rate my Gift Cookie experience?
How do I place an order?
If you have an account already simply log in to your account by clicking the Sign In/Register button at the top of any page. If you don’t have an account with us registering is simple and quick, just click the Sign In/Register button at the top of any page and follow the step by step instructions to get you up and running.
Once you have found the product you would like to buy simply enter your personalisation into the box and add it to your basket, then follow the quick and easy checkout instructions. You can view your basket at any time by clicking the basket icon at the top right of your page.
How do I use the shopping basket?
Adding items to your basket is as easy as eating a cookie! When you are on a product which you would like to add to your basket all you need to do is enter your desired personalisation (if needed) and the quantity, then click the add to basket button. To view your basket click the basket icon at the top right of your page. If the item is currently out of stock the ‘add to basket’ button will not be available for that product. Why not take a look at the relevant product section to the right of your page for products that are similar to the out of stock item? The basket icon at the top of your page will show you how many items you have added and the running total, it also shows you how many points* you have available to use towards your order.
*Terms and Conditions Apply
How do I use my points?
To show you how much we appreciate your custom we are offering a unique points reward system. For every pound spent online with us, you can collect 5 points to spend on a future gift. Every point you collect equates to 1p to spend online on your next purchase- so whether you buy a special gift for a loved one or a treat for yourself, there is always a reason to come back to Gift Cookie.
Your points will automatically be added to your account once your purchase has been completed. Points may need approval, so please wait up to 5 days for your account to show the last points earnt.
Points are earnt on product purchase only and do not include postage.
Can I track my order status?
Of course, sign in to your account by clicking the Sign In/Register button at the top of any page. Once signed in you will see your order history displayed, you can also click the see more order history to display ordered placed with Gift Cookie. Once your order has been received you will see the In Process status, upon despatch of your order this will change to Despatched. If your order has been sent via courier you will also be able to track your order, simply click the tracking number in your order history and this will take you directly to the courier’s site.
Can I change or cancel my order?
Due to the nature of the products we offer once your order has been processed we are not able to change or cancel your order.
Where is my order?
If you have requested Next Day or Courier delivery you can sign into your account and track your order easily by clicking the tracking number, this will then take you directly to the couriers website to track your order. If you have not received your order and are having difficulty locating your order please contact us by clicking the contact us page at the top of this page.
Can I track my order?
If you have selected Next Day or Courier delivery for your order you will be able to track your order via the Order History in your My Account history. Once your item has been despatched your tracking number will appear alongside your order, click on the tracking number to go directly to the couriers website. You are not able to track orders for Standard Delivery and Saturday Delivery.
How much will postage cost me?
- Postage is FREE for orders over £30*
- Standard Postage for orders under £5.99 - £0.60
- Standard Postage for orders over £6.00 - £2.95
- Next Day Delivery - £7.95
- Courier Delivery - £5.95
- Saturday Delivery - £14.95
- Postage to Southern Ireland - £12.00
Please refer to each product delivery details to find out more about the delivery options for your chosen product. Some products cannot be delivered Next Day or Saturday due to their process.
*If your order value is over £39.99 your parcel will be sent via courier, otherwise your parcel will be sent via standard postage
What time will my order be delivered?
If you have selected Standard, Next Day or Courier delivery then your parcel will be delivered between 8am – 6pm. If you have selected Saturday delivery then your parcel will be delivered between 7am - 1pm.
Can I select a delivery date or time?
Unfortunately you cannot select a specific delivery date or time. Standard, Next Day and Courier Delivery with be delivered between 8am – 6pm Monday – Friday and Saturday will be delivered between 7am – 1pm.
Where do you deliver to?
We post to UK Mainland, Northern & Southern Ireland, Scottish Highlands, Shetland Islands, Guernsey, Jersey, Isles of Scilly and Isle of Man
Do you deliver outside of the UK?
Unfortunately we do not currently ship to international addresses.
Can I send my order to more than one address?
If you would like your order shipping to more than one address you will need to check out separately for each delivery address.
Will you let me know when my parcel has been despatched?
Of Course! We like to make sure you are constantly kept up to date, once your order has been despatched from us you will receive an email and your order status will be updated within your My Account page. If your order has been sent via Courier you will also be able to track your order online.
What if I am not at home when my parcel has been delivered?
When you arrive home you will find a Calling Card has been left for you. The Calling Card will include detailed instructions on how to collect your parcel from your local depot.
My Parcel has been returned to you, what can I do?
If your parcel has been undeliverable, once we receive the parcel back here at Gift Cookie we will contact you to arrange redelivery of your order. Unfortunately we are not able to refund any orders we have returned to us due to the nature of the products.
I have a problem with my order?
Not to worry, if you click the contact us button at the top of this page you can use the contact us box to let us know about your problem. Please let us know as much information as possible about your order when contacting us. This will help us to answer your questions as fast as possible. Please try to include Name, Email Address, Postal Address, Order Number and Problem with fault. We may ask you send over an image to investigate your claim further, images can be sent to email@example.com
How do I pay for my order?
You can pay via PayPal or we accept major cards including Delta, Electron, MasterCard, Switch/Maestro and Visa as a form of payment.
Why will you not process my payment?
Please ensure you have entered all of your card details correctly.
- Is your card still valid?
- Does your billing address match the address that your card is registered to?
- Is this the first time you have used your card? If so you may need to contact your bank to register your new card
- Is there enough funds in your account for your order?
- Have you included punctuation and special characters in your delivery address? If so please remove these as Payment Service Provider does not allow these. If you are still having trouble making a payment please use the form below to contact us.
Is my item in stock?
Each product will show if it is currently in stock, you will also be able to add the item to the basket if it is available. There may be times when we unfortunately go out of stock after receiving your order, if this happens we will contact you to let you know when your item is back in stock.
The item I want is Out of Stock when will it be back in stock?
We keep our stock regularly up to date, once the item is back in stock the website will update and the add to basket button will reappear. Please check our website to see if your item is back in stock alternatively you could look at the related products shown on the right hand side of any product page for other gift ideas.
What is your returns policy?
Unfortunately we are not able to accept returns due to the nature of the products for sale on Gift Cookie. Please view our returns policy for more information.
How do I rate my Gift Cookie experience?
We hope you have enjoyed shopping with Gift Cookie, any feedback you have whether good or bad is valuable to us. You can either use the contact us page or review your product by visiting the product page and adding a review.