Shipping policy

COOKIE MOUSE – SHIPPING POLICY

Spain / European Union / Mexico

Last updated: June 9, 2026

At COOKIE MOUSE, we work to ensure that every order arrives safely, as quickly as possible, and with clear information throughout the preparation and shipping process.

This Shipping Policy applies to orders placed through www.cookiemouse.com for delivery to Spain, other countries of the European Union, and Mexico, without prejudice to the mandatory rights granted to consumers under the applicable regulations.

1. Shipping Areas

COOKIE MOUSE ships to Spain, other countries of the European Union, and Mexico.

Shipping availability to a specific destination shall depend on the logistics operations available at any given time and shall be confirmed during the purchase process.

If special conditions, different delivery times, or additional costs apply to certain territories, including islands, overseas territories, or regions subject to specific customs or tax regimes, this information shall be displayed during the purchase process or may be requested in advance through info@cookiemouse.com.

2. Order Preparation

Orders are prepared with the utmost care and attention before being handed over to the carrier.

As a general indication, the usual preparation time shall be 1 to 2 business days from order confirmation, except in cases of stock incidents, high-demand periods, promotional campaigns, force majeure, or extraordinary circumstances.

Standard shipments are not dispatched during weekends or public holidays unless expressly stated otherwise.

3. Delivery Times

Once shipment has been confirmed, the estimated delivery times shall generally be as follows: Spain, between 3 and 6 business days; rest of the European Union, between 4 and 10 business days; Mexico, the estimated delivery time shall be displayed during the purchase process or in the order confirmation depending on the available logistics operator and any applicable transport or customs procedures.

The indicated delivery times are purely indicative and begin from the shipment confirmation date, not from the moment the order is placed.

During periods of high demand, launch campaigns, special promotions, holidays, carrier incidents, customs inspections, or circumstances beyond the reasonable control of COOKIE MOUSE, delivery times may be extended.

Unless otherwise agreed by the parties, COOKIE MOUSE shall deliver the goods without undue delay and, in any event, within the maximum legal period applicable from the conclusion of the contract.

4. Shipping Costs, Customs Duties, and Import Taxes

Shipping costs shall be clearly displayed before completing the purchase and may vary depending on the destination, order volume, total amount, active promotions, or the selected delivery method.

COOKIE MOUSE may offer free shipping or specific promotions during certain periods, for certain products, or above certain purchase amounts, in accordance with the conditions announced in each case.

For shipments destined outside the customs or tax territory of the European Union, including Mexico where applicable, customs duties, import taxes, clearance fees, or local surcharges may apply and may not necessarily be included in the product price or shipping cost displayed on the website. Unless expressly stated otherwise during the purchase process, such amounts shall be borne by the customer.

5. Order Tracking

Once the order has been shipped, the customer shall receive, where the carrier’s service allows it, a confirmation communication with the available tracking information.

It is the customer’s responsibility to provide a complete, accurate, and up-to-date delivery address, as well as a valid contact method for delivery coordination.

6. Delivery, Transfer of Risk, and Visible Incidents

The risk of loss or damage to the product shall pass to the customer when the customer, or a third party designated by the customer other than the carrier, takes physical possession of the order, except in cases legally excluded.

If, at the time of delivery, the package shows visible damage, signs of opening, or apparent anomalies, it is recommended to report this to the carrier and notify COOKIE MOUSE as soon as possible via info@cookiemouse.com, attaching, where possible, photographs of the packaging, product, and shipping label.

For the purpose of facilitating the claim process with the carrier and preserving evidence, it is recommended that visible incidents be reported within the first 48 hours after receipt of the order.

7. Delays and Circumstances Beyond COOKIE MOUSE’s Control

COOKIE MOUSE shall not be liable for delays attributable to the carrier, force majeure events, strikes, severe weather conditions, administrative restrictions, customs inspections, logistics interruptions, or extraordinary periods of high demand beyond its reasonable control.

However, COOKIE MOUSE shall make every reasonable effort to inform the customer and assist in resolving any issue related to delivery.

8. Failed Delivery or Incorrect Shipping Information

If delivery cannot be completed due to the recipient’s absence, inability to access the address, failure to collect the package from the delivery point, or any other circumstance attributable to the customer, the carrier shall apply its standard operating procedure, which may include one or more delivery attempts, deposit at a collection point, or return of the package to the sender.

If the order is returned to COOKIE MOUSE due to causes attributable to the customer, such as an incorrect, incomplete, inaccurate address, or repeated delivery failure, COOKIE MOUSE may request payment of reshipping costs before proceeding with a new shipment.

Where the return to sender generates non-recoverable logistics costs, COOKIE MOUSE may deduct such costs from any potential refund, to the extent permitted by the applicable regulations and provided that the incident is attributable to the customer.

9. Contact

For any questions related to shipment status, delivery incidents, or conditions applicable to a specific destination, you may contact COOKIE MOUSE via the email address info@cookiemouse.com.

COOKIE MOUSE shall handle requests with the greatest possible diligence and within the legally required deadlines whenever applicable.