物流政策
Last updated: 23 October 2026
This policy sets out how COOKBAY LTD ships orders placed on www.cookbay.org.
1. Where we ship from
Each product page shows which warehouse the item ships from. Shipping costs and whether we can deliver to your address are confirmed at checkout.
- United Kingdom: Birmingham and Nottingham warehouses. Carriers: Royal Mail, UPS and Evri.
- Germany and the EU: Emmendingen warehouse, Germany. Carrier: DHL. Ships to Germany and EU addresses only.
- Australia: Sydney warehouse. Ships within Australia.
The same product may be listed separately for each country. Please order the listing for the country you are in; a UK listing ships from the UK and a Sydney listing ships from Sydney.
2. Delivery times
2.1 We dispatch orders on business days.
2.2 Most orders within mainland UK arrive 1–3 business days after dispatch.
2.3 Delivery times start from the dispatch date, not the order date, and are estimates. Remote areas, the EU and Australia may take longer.
2.4 Orders with more than one item may arrive in separate parcels; we will send you every tracking number.
3. Tracking
We send tracking details by email once your parcel has been handed to the carrier, where tracking is available.
4. Damaged, lost or incorrect items
4.1 If an order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos or a short video. We will arrange a replacement, exchange or refund at no extra cost once confirmed.
4.2 If tracking shows your order as delivered but you cannot find it, please check with your building reception, post room or neighbours first, then contact us. We will investigate with the carrier.
4.3 If an order is delayed or lost in transit, we will work with the carrier to resolve it as quickly as possible.
5. Customs and duties
Orders shipped from our UK, German and Australian warehouses are delivered within the same region and normally do not incur import duties. If you choose delivery across a customs border, any duties or import taxes are the customer's responsibility.
6. Address errors
If a parcel is returned to us because the address was incorrect or incomplete, redelivery costs £4.50.
7. Returns
See our Return and Refund Policy. Return shipping for non-faulty items (change of mind) is paid by the customer.
8. Contact
Email: cookbaychubao@hotmail.com (we reply within 1 business day)
Phone: +44 7536 278512
Address: COOKBAY LTD, 31 Fountain Lane, Unit 31 Fountain Lane Oldbury, Birmingham B69 3BH, United Kingdom