FAQs

Where is my order?

At the time of ordering you will receive a confirmation email with your order number reference. This will be followed by a shipment notification email at the time of despatch. Postage timings are determined by the type of delivery (standard or express) selected at the time of your order.

I haven’t received a Confirmation email/Shipment notification email. Has my order been received?

Please check your spam folders, as email servers can direct auto-generated emails there.

Who will be delivering my parcel?

We use a variety of carriers and couriers including Royal Mail and UPS.

I need my order as soon as possible. Can I pay for a faster delivery service?
Yes – please choose Express Delivery at checkout and see costs.

I paid for Express Delivery and my order has not arrived.

Unfortunately, once despatched, delivery times are outside our control. However, if your order does not arrive in the time specified by the courier for Express Delivery you will be refunded the Express Delivery costs.

Do you deliver outside of the UK?

Yes - International Delivery is available to certain countries. Please see Delivery page for further information.

Can all products be personalised?

Although a wide variety of our products including aprons, chef hats, cooking skull caps, mugs, coasters can be personalised, we cannot offer this service on third party products. The personalisation option is clearly marked on the relevant product pages with instructions.

Can I add personalised messages in a different language/with special characters?

Yes – if the message/text can be fit into the character limit of the personalisation box for the product.

Do you offer a gift wrapping service?

To follow.

I’ve made a mistake with my personalisation name/message. Is it possible to change it?

Possibly. Please contact info@cookify.co.uk as soon as possible. It may be possible to amend the personalisation provided the product has not already been created, but this cannot be guaranteed.

I’ve made a mistake with the items in my order. Is it possible to make changes?

Possibly. Please contact info@cookify.co.uk as soon as possible. It may be possible to amend the order if the order has not been prepared for despatch, but this is not guaranteed.

Can I cancel my order?

Possibly. Please contact info@cookify.co.uk as soon as possible. It may be possible to cancel the order if the order has not been prepared for despatch, but this is not guaranteed. If order has already been despatched, please see Terms and Conditions regarding returns.

I gave you the wrong delivery address, can I change it?

Possibly. Please contact info@cookify.co.uk as soon as possible. It may be possible to change the delivery address if the order has not been prepared for despatch, but this is not guaranteed. If order has already been despatched, please see Terms and Conditions regarding returns.

My order has arrived and is broken/faulty – what should I do?

It is the customer’s responsibility to ensure all personalisation details are correct at the time of placing the order. Please see Terms and Conditions regarding returns.

However, If the error is our fault or the item is faulty/damaged please contact info@cookify.co.uk and we will refund or replace and provide a returns label.

My personalisation message has a spelling mistake, What should I do?

It is the customer’s responsibility to ensure all personalisation details are correct at the time of placing the order. Please see Terms and Conditions regarding returns.

However, If the error is our fault or the item is faulty/damaged please contact info@cookify.co.uk and we will refund or replace and provide a returns label.

My order has arrived and I’ve changed my mind. What can I do?

If you have changed your mind you can return the item in re-sellable condition for a refund within 30 day period. This does not apply to personalised items. It is the customer’s responsibility to return the item. Once received and inspected we will process a refund for the cost of the item only.

Where do I enter my discount code?

Discount codes can be entered at checkout.

Can I get a quote for a bulk order of bespoke personalised items?

Yes we are able to provide a bespoke service for businesses and schools. Please see our Business page for further information.

Can’t find the answer to your question?

Please email info@cookify.co.uk and one of our team will get back to you.