FAQ

SHOPPING QUESTIONS

PRODUCT QUESTIONS

What payment methods are accepted?

Pay online safely & securely for all Kookyzoo® products with any credit or debit card. Alternatively, pay by card directly on the checkout page, or via Paypal Express: by credit or debit card directly from a PayPal account. We also accept card payments over the phone and bank transfers.

On each product page, you can pay directly by clicking the ‘Pay Now‘ button using any cards stored on your device, or pay via PayPal Express. This convenient payment method saves you time going through the checkout process.

*Please NOTE – A Paypal account is not necessary to be able to pay with your cards.

We prefer customers to pay by bank transfer if possible, this avoids us absorbing the high card processing fees. During the online checkout process, you have the option to pay by BACS. Once we receive your order, an invoice will be raised, which includes an order number for processing via your bank payment. Note: Please reference all bank payments with your order number.

What are your delivery lead times & do you ship Worldwide?

Yes, we deliver all customised products worldwide.  All products are posted directly from our reliable drop-shipping partners in the UK, Europe & USA to ensure the quickest possible delivery times.

All our products are printed & processed on demand once an order is placed online. Delivery times may vary depending on our work-load & the time of year as indicated below:

Standard lead times for UK deliveries are as follows (excluding Sundays):

1. Custom printed bedding takes between 10 – 14 days. Delivered by UPS.
2. Custom printed organic clothing takes between 10 – 20 days (depending on if we have to order in your colour garment). Delivered by DPD courier.
3. All-Over printed (Sublimation) clothing takes between 8 – 14 days. Delivered by Royal Mail or your countries local postal service.
4. Custom printed gift items & accessories, eg: notebooks/aprons/tote bags/stockings take between 7 – 10 days. Delivered by overnight courier.

* EU & International delivery times vary from country to country, so it’s not possible to list every permutation here, although tracking generally resolves this issue. * We will email you a tracking number once your order has been shipped.

As a guide, typically you can add an extra 3 – 5 working days to the delivery days stated above to calculate the shipping time frame.

*Cautionary NOTE – Shipments outside of the UK may experience some delays due to COVID restrictions & customs clearance, which are beyond our control.

What are your delivery charges?

Postage & packaging options are simplified by offering flat rates on all products. In most cases products are dispatched by couriers such as DPD, UPS or Hermes.

UK DELIVERY – SMALL SIZE ITEMS (Notebooks/stockings/pencil cases, etc)
£6 plus VAT flat rate

UK DELIVERY – MEDIUM SIZE ITEMS
(Clothing/Swimsuits/Santa sacks/aprons, etc)
£9 plus VAT flat rate

UK DELIVERY – LARGE / HEAVY ITEMS (bean bags/mugs)
£12 plus VAT flat rate

EU DELIVERY: £15 flat rate (NO VAT) for small and medium-sized items, £20 for large items.
WORLDWIDE DELIVERY: £20 flat rate (NO VAT) for small and medium-sized items, £25 for large items.

*Free delivery on UK orders over the value of £200.
*Free delivery on EU orders over the value of £250.
*Free delivery on International orders over the value of £300.

Do you offer refunds and returns?

Refunds are a possibility, but only if the print processing is not already underway.

* Please NOTE – Due to the fact that all our products are custom made (on demand) we are unable to offer refunds unless the goods are found to be faulty.

In the unlikely event you do find a fault with a product, we will gladly send a replacement at no extra cost, or alternatively provide a *refund.

* Please NOTE – We require emailed photo evidence of the faulty item before processing any replacements or refunding a payment. *Refunds exclude any P&P paid by Kookyzoo.

Are there benefits for registered users?

By becoming a registered customer you instantly gain access to your own private accounts page, which provides tracking for order status & order history; it also includes the benefit of receiving any promotional codes via email.

* Please NOTE – All customer details will be secure with us, and won’t be passed-on to any 3rd party.

Is all your clothing organic?

Not entirely at the moment, mainly for practical & quality reproduction purposes. Although we do offer a praiseworthy range of 100% pure GOTS organic cotton clothing options for children & adults, as well as our exclusive all-over (sublimation) printed clothing range, where the inking process is only suitable for use on certified polyester fabrics.

* Please NOTE – Details for each product can be found in the ‘Description & Information’ panel towards the bottom of every product page.

Is Kookyzoo® clothing certified?

Yes, all organic clothing is certified by our UK supplier to the GOTS (Global Organic Textile Standard) by the soil association and is PETA Vegan Approved.

All our organic cotton clothing is produced to the OEKO-TEX Standard 100 Class II, which is a global testing & certification system, applying to raw materials used in textiles, intermediate & end products, at all stages of production.

All sublimation printed polyester clothing has been certified free from chemicals and safe for kids to wear. Please refer to our supplier’s certifications:

Declaration of Conformity
Sublimation Ink Report

* Please NOTE – Details for each product can be found in the ‘Description & Information’ panel towards the bottom of every product page.

What printing methods are used in production?

Our organic cotton clothing is digitally printed DTG (direct to garment) using cut-out designs & environmentally safe water-based discharge inks.

For our all-over, edge-to-edge printed polyester clothing range, water-based sublimation dye printing is used in production.

* Please NOTE – Details for each product can be found in the ‘Description & Information’ panel towards the bottom of every page.

Are the printing inks eco friendly?

The DTG (Direct To Garment) printing inks used on organic clothing do not contain PVC or phthalates, or any other toxic chemicals. They are formulated free from lead or other heavy metals, and passed the Oekotex Class 1 standard, meaning they are safe to use on baby clothes under 2 years, underwear & swimwear.

Our qualified printers are certified by the Soil Association to produce printed organic cotton clothing to GOTS (Global Organic Textile Standard).

With super-soft, environmentally friendly, Formaldehyde Free discharge inks, superb soft prints on light or dark coloured fabrics can be achieved, ensuring rich colour tones.

*Please NOTE – Our organic cotton printed clothing has a naturally breathable quality, and doesn’t need washing before wearing for the first time. The water based inks used on these garments allows moisture to pass freely through the fabric.  During the unique printing process, ink is completely absorbed into the fabric rather than sitting on top, so any printed areas feel identical to the rest of the fabric.

* Please NOTE – Details for each product can be found in the ‘Description & Information’ panel towards the bottom of every product page.

How do I know if a garment will fit?

On each clothing product page there is a size guide image provided, showing how to measure yourself in centimetres & order the correct sized garment.

* Please NOTE – Details for each product can be found in the ‘Description & Information’ panel towards the bottom of every product page.

How are your designs created?

All Kookyzoo® art & design used for printing, is either scanned from original artwork (generally painted on canvas) or professionally generated for the purpose by our resident artist & creative director James Marsh NDD. James is an internationally recognised, award winning, and highly acclaimed British artist, with many years experience within the graphic arts world and its many creative industries.

What is your packaging protocol?

Distribution packaging needs to meet certain criteria to be practical & effective. We do our utmost to source vetted suppliers who use recycled plastics & compostable packaging wherever feasible. However, we cannot be responsible for any unreported changes made by those companies due to restricted supplies or market forces, or an variations in processing which may occur beyond our control.

The upside to this ethicality is.. more eco friendly options are being introduced and regularly upgraded, as the world gradually catches on to the importance of sustainability. Meanwhile we continue to move forward, striving for higher standards, in order to maintain our company’s ethical stance in todays ever evolving world. Please play your part by being eco-conscious, and recycle appropriately.

CERTIFIED CLOTHING & CUSTOM GIFTS