SUPPORT & FREQUENTLY ASKED QUESTIONS
Orders & Support
How can I place an order?
Placing an order is very simple. Visit our store, select the Cookie Mouse plush, and add it to your cart. Follow the checkout steps by entering your shipping and payment details. Once confirmed, you will receive a confirmation email.
What 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.
How long will it take to receive my order?
Orders are processed within 24 business hours. Estimated delivery times are as follows:
-Mainland Spain: 2 to 4 business days
-European Union: 4 to 10 business days
-Rest of the world: up to 15 business days
Once your order has been shipped, you will receive an email with your tracking number.
Can I track my order?
Yes. Once your order has been shipped, you will receive an email with a 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.
SUPPORT & FREQUENTLY ASKED QUESTIONS
Shipping & Returns
How much does shipping cost?
Shipping costs are calculated based on your delivery address and are clearly displayed before you confirm your order.
Do you ship internationally?
Yes, we ship worldwide. You can check all available countries by selecting your region in the country selector on our store. Delivery times and shipping costs are clearly indicated during the checkout process.
How long does shipping take?
2 to 4 business days for mainland Spain. For international shipments, delivery times may vary between 5 and 15 business days.
What is your return policy?
We accept returns within 14 days of receiving your order, provided the product is in perfect condition and in its original packaging.
Orders shipped outside the European Union are not eligible for returns, with the exception of Mexico.
How can I start a return?
Contact us through our contact page, indicating your order number and the reason for the return. We will guide you through the entire process.
What happens if my order arrives damaged or there is an issue with the product?
If your order arrives damaged, please contact us immediately with photos of the product and the packaging. We will resolve the issue as quickly as possible.
SUPPORT & FREQUENTLY ASKED QUESTIONS
Product Information
What age is the Cookie Mouse plush suitable for?
Cookie Mouse is designed for babies and children from 0+ months. It complies with European safety standards (EN71) and carries the CE marking.
What materials are used to make the plush?
Cookie Mouse is made from soft, hypoallergenic materials that are safe for babies. All materials comply with European safety standards (CE marking, EN71 regulations).
How can I clean the plush?
We recommend hand washing with cold water and mild soap. Do not machine wash or tumble dry in order to preserve the shape and softness of the plush.
What makes Cookie Mouse special?
Cookie Mouse is not just another plush. It was born from a family love story and carries with it a unique soul — Natalia’s — accompanying and protecting every child who receives it.
Each plush has a unique hand-written serial number. And with every purchase, you take part in our solidarity mission: a part of each sale is dedicated to supporting Corazón y Vida, and every month we offer plush toys to hospitalized children
