Frequently Asked Questions
If you have any questions about Cookie & Bluebells products or services, please take a look to see if yours is a frequently asked question. Hopefully, we've already answered it here, but if not, please feel free to contact us by email at: email@example.com
Where can I find out more information about a product?
We try to provide as much detail as we can about our products online but if there is something additional that you would like to know, please email us at firstname.lastname@example.org
Will I be charged before or after my custom order arrives?
The full amount is charged when you order, including payment for custom items.
How do I delete my cookies & cache?
Sometimes on all websites clearing your cookies and cache fixes small problems like loading or formatting issues. To delete your cookies, visit your browser settings which is usually in the top right corner. There should be a section called clear browsing data and within that you need to select “Cookies and other site data" and "Cached images and files". Once the cookies are cleared you should close the browser and reopen it and you should be able to view the site without any issues Please note: If you have items in your basket and you are not logged into your account clearing your cache will remove them.
What do I do when I receive a payment error?
There are several reasons why you may receive a payment error. If you have entered your card details and you are shown a message stating “Your card has not been authorised”, this means we did not receive approval from your bank, please check your billing address matches the address registered to the card and your card details. If this problem persists you may need to contact your bank. If the payment page stalls, please do not refresh the page. We would recommend using an alternate device to complete your order or contact us via email: email@example.com to process the order.
If I have a discount code that takes my order below £30 will I still get free delivery?
No, you must spend over £30 after the discount code has been taken off to qualify for free delivery.
Will my discount code be valid on all products?
Yes discount codes apply to all products unless it is stated on the discount voucher. Gift vouchers can be used on all products.
I forgot to use my discount code!
It can be very frustrating when you forget to use your discount code, Sadly, we can’t retrospectively apply discount codes to orders, but you can use it again for a future order.
Can I pay in my own currency?
We are a UK company, so all our payments are taken in Pounds Sterling. When placing an order for delivery outside of the UK, you will be charged in Pounds Sterling, and your credit card company or bank will convert the amount into your local currency (e.g., Euros, Dollars, etc).
How accurately do the photographs on your website show the colours of your products?
We take a great deal of care to make sure that the photographs on our website show the colours of all of our products as closely as possible. We photograph the products we sell ourselves. However, different devices (e.g., a laptop or a tablet) can display website images slightly differently, meaning that an image may look very slightly different from one device to another.
Can you remove my details from your email list?
Yes, please email your name and email address details to firstname.lastname@example.org
What if my item is faulty, damaged or is missing parts?
If you have a faulty or damaged item or it has parts missing, please contact us by email email@example.com for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense. A photo of the fault allows us to process this quicker for you.
How do I cancel or add to my order?
Orders are processed as soon as possible. If you place an order online in error, or want to add something to an order you have already placed, please contact us via email: firstname.lastname@example.org and quote the order number from your confirmation email.
Is your payment process secure?
Yes, we can assure you that the payment section of our website is secure, and you can shop with confidence using our online payment system.. All our payments are handled by Stripe a UK PCI DSS compliant payment provider. We do not store your credit card details on our systems. You should see a padlock symbol on secure pages. This can be found next to the address bar in your browser, or in the footer bar.
How do I add a gift message?
You can add a gift message to your order. To do this please email us your message to: email@example.com. We will print this out onto a separate decorative card and add this with your order.
Ordering a gift?
When ordering a gift, please add the delivery/shipping address, before payment details. Item prices will not be included on the invoice in the parcel. We can also add a gift message and offer a gift-wrap service and/or gift vouchers. Please email: firstname.lastname@example.org for voucher details.
Please can I add an item to my order that was placed a couple of days ago?
Unfortunately if you order has already been dispatched, we can not add to your original order. If your order has not been dispatched, and the delivery addres is the same we maybe able to add this to your order. Please contact us via email as quickly as possible: email@example.com
Can I place a large order for my business?
Yes of course, but we would state that large orders are non-refundable. If you are unsure or have any questions regarding this, please email us on firstname.lastname@example.org
What happens if my order is incomplete or incorrect?
Please contact us vi email: email@example.com as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us within three months of receiving your order.
For more information please read our Delivery & Returns page.
How do I change the delivery address on my order?
If you have processed your order to the wrong delivery address please email: firstname.lastname@example.org and we will amend your delivery address. Our website allows you to send to a different delivery address. When you reach the Delivery & Payment section while placing an order, you can add the shipping/delivery address. At the payment details section you can add the billing address by unticking the same as shipping address box.
When will my order be delivered?
For standard UK delivery we deliver in 3-5 days. For more information on delivery service, please read our Delivery & Returns page.
Has my order been despatched?
Once you have placed your order, you will receive an email informing you that your order has been despatched. This will include the despatch date and tracking number (if available), please allow 24 hours for live tracking. If your order still hasn’t arrived within the advised timescales, please email: email@example.com
Can my order be sent to a different delivery address?
Yes, if it is more convenient, we can deliver to a different address for example, a relative. Our website allows you to send to a different delivery address. When you reach the Delivery & Payment section while placing an order, you can add the shipping/delivery address. At the payment details section you can add the billing address by unticking the same as shipping address box.
Please be aware we cant send to Po Boxes.
Can my order be delivered to multiple addresses?
If you would like to have items sent to different addresses, please complete a separate order for each address. A separate delivery charge will be applied to each address.
What is your returns policy?
We hope you are pleased with your order. If anything you have ordered does not live up to your expectations just return it to us unworn for an exchange or refund. Please ensure that the item is packed to arrive back to us in resaleable condition. We are sorry but personalised items or worn earrings cannot be refunded or exchanged. Unless the item is faulty or was sent in error, return postage will be at your cost. It is important that the goods are returned in the best possible condition so please pack them appropriately.
How long will it take to receive a refund?
We advise it can take 10-14 days.
Can I return earrings?
Earrings may only be returned if they have not been worn for hygiene reason (unless faulty).
What should I do if I think my refund is incorrect?
If you believe your refund is incorrect, please contact us as soon as possible by email: firstname.lastname@example.org so that we can assist you with this.
What happens to my refund if my card is no longer in use?
If the card is no longer in use but you have a replacement, the refund will go back into the same bank account automatically when the return is processed. If you have closed that account and the bank is no longer accepting payments, you will need to contact us by email: email@example.com so that we can discuss this further.
I selected Royal Mail 1st Class Post as my delivery method, when will my order arrive?
Most parcels arrive within 1 or 2 days. Please allow up to 10 working days for your order to arrive.
Do you ship internationally and how long will my order take to be delivered?
Yes, we can ship to countries outsde the UK. Please contact us via email: firstname.lastname@example.org for more information on delivery options and prices to your location.
What if my order still hasn’t arrived?
Please contact us via email: email@example.com and we will do our best to resolve any issues.
For UK customers:
Royal Mail don't consider a package missing until 10 working days after it is dispatched. It may be that your local sorting office has your parcel; normally they leave a red card to tell you, but this may not be the case every time. If you aren't able to locate your parcel, please contact us.
How do I use your Wishlist?
To use our Wishlist, each product has a heart button on the product page that adds it to your Wishlist. To save this you will need to create an account. If not your Wishlist will remain until your cookie expires. Please note: our Wishlist does not notify you if items come back into stock.
I can’t log into my account
Please contact us via email: firstname.lastname@example.org with the email address you registered with, and we will look into why you can’t log in.
How do I create an account?
You can create an account by clicking on the LOG IN/JOIN icon in the top right corner. Click on the Sign Up button and fill in the required information. You can also sign up using the Google or Facebook Login
How do I sign in to my account?
You can sign into your account by clicking on the LOG IN icon on the top right corner of the screen.
I've forgotten my password, how do I reset it?
If you have forgotten your password, there is a link at the bottom of the Log-in page.
Can I merge two accounts?
Unfortunately, we are not able to merge two accounts, but we can delete one for you. Please contact us if you would like to do this.