Shipping & Delivery Policy

We're a small business, and so we cannot guarantee same day dispatch, however we will always aim to send the package by the next working day. It can be up to 2 working days for dispatch in busy periods. 

If you need it urgently please email us on hello@coolstoryco.com and we will do everything we can to get it to you as soon as possible. 

Please note, we don't usually dispatch over the weekend or on bank holidays so if you order then your parcel will be sent the next working day. 

You will receive another notification when your order has shipped. 

 

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

We ship via Royal Mail within the UK and offer 24 hour tracked delivery (arrives within 1-2 working days) and 48 hour tracked delivery (arrives within 3-5 working days).

We ship via Royal Mail International to New Zealand and Australia, which is standard delivery between 3-17 days. 

 

International Shipping

At the moment, we only offer shipping within the UK, to Australia and New Zealand. 


How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at hello@coolstoryco.com with your name and order number, and we will look into it for you.

 

Refunds, returns, and exchanges

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at hello@coolstoryco.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Please view the full return policy here