SUPPORT AND FAQS
Product Information
For what ages is the Cookie Mouse stuffed animal recommended?
Cookie Mouse is designed for babies and children from birth. It complies with the European safety standard EN71 and bears the CE mark.
What size is it?
Cookie Mouse measures approximately 30 cm: an ideal size for little ones to hug and take with them everywhere.
What materials are used in the manufacturing of the stuffed animal?
Cookie Mouse is made from a very soft, touch-friendly fabric designed for babies. All its materials meet European safety standards (CE marking, EN71 standard).
How can I clean the stuffed animal?
We recommend hand washing with cold water and mild soap. Do not put in the washing machine or dryer to preserve the shape and softness of the plush toy.
What makes Cookie Mouse special?
Cookie Mouse is a soft and cuddly plush toy, designed to accompany your baby from birth. It is a family project, produced in small batches, and this is its First Edition. It was born out of love for Natalia, our daughter, and carries her memory in every hug. With every purchase, you also participate in our charitable mission: a portion of our revenue supports the Corazón y Vida association, which supports families of children with heart disease. We will also donate plush toys to hospitalized children, as a gesture of love during difficult times. That is why we say that giving Cookie Mouse as a gift is giving twice.
SUPPORT AND FAQS
A Gift with Meaning
For what occasions is Cookie Mouse ideal?
Cookie Mouse is a perfect gift for a birth, a baptism, a baby shower, or a first birthday. It is also perfect for any time you want to give a gift that will accompany a little one for a long time.
Does it arrive ready to be gifted?
Yes. Cookie Mouse arrives in its fabric bag, with packaging designed for gifting. You just have to give it as is.
Can I send it directly to another address?
Yes. When checking out, simply provide the address of the person who will receive it and we will ship it directly to them.
SUPPORT AND FREQUENTLY ASKED QUESTIONS
Solidarity & the Cookie Mouse Family
How does your support for Corazón y Vida work?
A portion of every sale goes to the Corazón y Vida association, which supports families of children with heart disease. This support is calculated based on our revenue, not our profit, and is documented in a written agreement with the association. At the end of each quarter, we will make a transfer to Corazón y Vida, and the amount of each transfer will be public, so you can see the real impact of your purchase.
What is the Family Space?
It is a private space on our website, reserved for those who are already part of the Cookie Mouse family. There, we will share news, previews of upcoming projects, and, if you wish, you can vote on some of our decisions. Participation is always optional. It will be available very soon.
Do I have any advantage if I have already purchased a Cookie Mouse?
Yes. Everyone who has purchased a Cookie Mouse will enjoy a 10% lifetime discount on our future products.
SUPPORT AND FAQS
Shipping and Returns
How much is shipping?
Shipping costs are calculated based on your delivery address and are clearly shown before confirming the order.
Do you offer international shipping?
Yes. We ship to Spain, France, and the rest of the European Union. Shipping times and costs are clearly indicated during the checkout process.
How long does shipping take?
Between 2 and 4 business days for mainland Spain, between 3 and 5 business days for France, and between 4 and 7 business days for the rest of the European Union. Once your order has been shipped, you will receive a tracking number to follow your package at all times.
Can I return my order and how do I do it?
We accept returns within 14 days of order receipt, provided the product is in perfect condition and in its original packaging. To initiate a return, please write to us via our contact page, including your order number, and we will explain the steps to follow.
What happens if my order arrives damaged or there is a problem with the product?
If your order arrives in poor condition, contact us immediately with photos of the product and the packaging. We will resolve it as soon as possible.
SUPPORT AND FAQS
Orders and Support
How can I place an order?
Placing an order is very simple. Visit our store, select the Cookie Mouse plush toy, and add it to your cart. Follow the steps in the checkout process by entering your shipping and payment details. Once confirmed, you will receive a confirmation email.
Which payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal and other secure payment methods available at checkout.
Can I track my order?
Yes. Once your order has been shipped, you will receive an email with the tracking number so you can locate your package at any time.
What happens if I have questions or need help with my order?
You can contact us at any time through our contact page. We respond within 24 to 48 business hours.
