FAQS

ORDERS

How do I know my order is confirmed?

As soon as your order’s placed, you’ll get a confirmation email from us. If you don’t see it, check your spam or junk folders (sometimes it hides in there).
Still nothing? No problem. Just email us at support@cookiecolours.com and we’ll re-send it for you.

I made a mistake with my order! Can I fix it?

No dramas. Just email us at support@cookiecolours.com within 2 hours of placing your order and we’ll do our best to catch it in time.

How long does it take to make my order?

Each piece is made-to-order, just for you (yep – no waste, no stockpiles). Our teams in USA, UK & Germany bring your creation to life in 2–5 business days. A couple of quick notes:
Thanks for your patience! Good things (and planet-friendly ones) take a little extra time.

Has my order been dispatched yet?

Check your spam folder – sometimes our emails sneak in there. If it’s been over 5 business days and you haven’t heard from us, pop us a message at support@cookiecolours.com and we’ll give you an update.

Can I pay in my currency?

Absolutely. Choose your preferred currency from the dropdown menu at the top of our site – we support USD, GBP, EUR, AUD, CAD, SGD, and more.

What payment method can I use?

You can check out using:
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Clearpay (UK)
  • Sezzle (US)
  • Visa, Mastercard or AMEX and more...

SHIPPING

Where do you ship from?

We print locally in USA, UK & Germany to keep things fast and eco-friendly. Your order will ship from the location closest to you.

Do you delivery to my country?

We currently deliver to over 60 countries including USA, UK & most of Europe. You can confirm whether we can deliver to your location by writing your address into the checkout page.
Not available in your country yet? Rest assured, we're already working on expanding to new markets! Drop us a message to let us know you're interested at support@cookiecolours.com. These messages help us prioritise our next market launch.

How much is shipping?

Shipping cost depends on your delivery location and is calculated at checkout.
We offer FREE shipping when you buy 2 or more items (no code needed).
All shipping is fully tracked from our door to yours. You will receive the tracking information on the day of dispatch.
Example shipping estimates:
  • USA: $4.95
  • UK: £4.55
  • Europe: €4.95
  • Rest of World: see on checkout page
Note: Shipping time is after production (2–5 business days). For more details regarding shipping times in your location check here.

RETURNS

Can I return my order?

If you’ve received an item that's damaged, has a print fault, or isn't the design you ordered, please get in touch with us within 14 days of receiving your order at support@cookiecolours.com.
Important Note: Our Made-to-Order Promise
Every Cookie Colours piece is a one-of-a-kind creation, printed especially for you when you order it. This helps us offer a huge range of unique designs and reduce waste – something we feel strongly about!
Because of this custom, made-to-order process, we cannot exchange or refund products if you change your mind, ordered the wrong phone model by mistake, or if the design (while accurately shown on our site) isn't quite your personal vibe once it arrives. This applies unless, of course, the product has a manufacturing defect or is otherwise faulty.
Our Goodwill Gesture: Exchanges & Store Credit
As a gesture of goodwill for non-faulty items where you might have had a change of heart or made an ordering error (like phone model):
  • Contact us within 14 days of receiving your order at support@cookiecolours.com.
  • We may be able to offer a one-time exchange for a different design/size of equivalent value, or store credit.
  • For any such goodwill exchange/credit, the original item must be sent back to us in perfect, unused condition and in its original packaging, at your shipping expense.
  • Please write “RETURNED ITEM” clearly on the outside of the packaging to help us process it smoothly and avoid any customs misunderstandings if applicable.

How do I start a return?

Easy! Just email us at support@cookiecolours.com with your order number, and we’ll send you the return instructions.

PHONE CASES

How protective are your cases?

Our cases are engineered for maximum protection and made to take on the unexpected of everyday life.
Two-layer design: soft silicone inside + tough shell outside protects all sides of the phone. Raised edges ensure camera & screen protection.
All of the buttons are covered to avoid dust getting trapped, and with responsive side buttons that guarantee a satisfying click!
Want the safest bet? Our cases have you covered.

Do they protect the screen?

Do they protect the screen?
Yes! The raised edges help keep your screen off flat surfaces and avoid any mishaps when dropping at any angle. We always recommend a screen protector too, just to be safe.

What are the cases made of?

Each case is made of 100% polycarbonate (shell) and 100% TPU (lining). The two layers create extra durability and protection.
The material also supports fast wireless charging.
The cases are then 3D printed all over in a full ink density wrap. It’s glossy, vibrant, and won't fade in the sun.

What's the difference between Glossy & Matte?

You can personalise your finish, just how you like it.
Our most popular is Glossy: bright, shiny and punchy colour. This one stands out
Instead you might prefer Matte, more subdued as if you're looking at the art on a piece of paper.

Is it a sticker?

No way. Our designs are fused into the case with the latest technology – no peeling, no bubbles, no glue.

Do you have a case for my phone model?

We support the most recent iPhone, Samsung, and Pixel models. Don’t see yours? Email us at support@cookiecolours.com.

BAGS

What are the bags made of?

We believe art deserves a quality canvas! The body of our totes is a durable 100% Polyester, which holds its shape beautifully and allows the vibrant artist designs to truly pop with our all-over print technique.
Inside, you'll find a smooth, non-woven laminate lining for a more premium feel and added resilience.
The comfortable handles are 100% sturdy cotton webbing.

Do they have pockets?

Currently, our tote bags are designed with a spacious, open main compartment to maximize what you can carry, and do not include internal or external pockets.

Are they open top?

Yes! Our bags are open top for easy access to your belongings. This makes them perfect for quickly stashing your finds or grabbing what you need on the go.

Will the print fade over time?

No way, your art is made to stay bold.
The bags are printed using a dye sublimation process. This technique infuses the ink directly into the fabric, resulting in a vibrant, full-colour print that’s highly resistant to fading, cracking, or peeling with normal use and care.
It's wear-proof, sun-proof and daily-life proof! Looking as bright years down the line as when you bought it.

How much can each size hold?

Small - The Perfect Grab & Go. Think phone, small wallet, keys, sunglasses, lip balm, a couple of books – your daily essentials.

Medium: Your 9-5 Companion. All the essentials, plus a laptop, reusable water bottle, a small makeup pouch and a thin jacket or umbrella for those rainy days!

Large: Weekend, Gym, Travel. Cabin-size approved and perfectly for a lightly-packed weekend away or for your gym kit, towels, change of shoes and more.
Our bags boxed corners really help maximize usable space!

How should I care for my bag?

To keep your bag looking its best, we recommend dry cleaning or spot cleaning only. This will help preserve the vibrancy of the print and the integrity of the materials.

How light are the bags?

Ultralight! The 100% polyester fabric is chosen to be durable yet medium-weight (around 6.49 oz/yd² or 200 g/m²). This means they feel substantial and high-quality without being unnecessarily heavy, even before you fill them with your unique essentials. For comparison, a typical hamster weighs less!

Is the bag for show, or can I actually use it?

Both! While our bags are designed to turn heads and help you ditch the ordinary, these totes are built for real life.
With double-stitched seams, reinforced handle stitching, and those practical boxed corners, they're ready for your daily commute, weekend adventures, or carrying your essentials. It's functional durability meets standout design.

GENERAL

Do artists get paid?

Absolutely. All artists earn royalties for every piece sold. We believe art brings so much to the world, and artists should be rewarded for the creativity and positivity they share.

Is is safe to shop online with you?

Absolutely. We take your online security seriously. All payments are processed through trusted providers like Shopify Payments, which uses secure, encrypted technology to protect your info.
We don’t store any financial details on our servers, and our systems are PCI DSS Level 1 compliant — the highest level of security certification.
So yes, your data (and your cart) are in safe hands.

I'm an artist. Can I collab with you?

We’d love that. Email us at collab@cookiecolours.com with your work, socials, and a bit about you. We'll be in touch.

Creator & Press Enquiries

If you’re a professional lifestyle and fashion content creator and would like to collaborate with us, email us at: collab@cookiecolours.com.  
For media inquiries and gifting requests please contact us at: press@cookiecolours.com.

Bulk Order

Need a bunch of Cookie Colours products for your team, event, or campaign? We can help with that!
Just shoot us an email at hello@cookiecolours.com and include:
  • Shipping destination (city is fine)
  • Product type(s)
  • Quantity needed
  • One design or multiple?
We’ll be in touch within 48 hours with a quote and next steps.

How should I care for my bag?

To keep your bag looking its best, we recommend dry cleaning or spot cleaning only. This will help preserve the vibrancy of the print and the integrity of the materials.

Wholesale & Retail Enquiries

If you are a wholesaler or retailer and you would like to distribute Cookie Colours branded products we are open for partnerships, contact us at: wholesale@cookiecolours.com

  • ABOUT US

    Want to learn more about us and what we're all about? Discover more on our About Us page here.

  • DON'T SEE YOUR QUESTION?

    Shoot us a message directly to support@cookiecolours.com and we will be in touch to help you out.