Help & FAQ
What happens if I need to amend my order?
We aim to pack and dispatch your order as soon as possible, which means we can't always make any amendments once you've placed an order. If you do wish to make any changes to the order or delivery details please contact us ASAP at email@example.com and we will aim to make any changes where possible.
What happens if I’m not in when you try to deliver?
If you miss your delivery it will be taken to your nearest Royal Mail delivery office where you can either collect it or arrange for its redelivery. Please note, parcels not collected within two weeks will be returned to us. Please note you can also leave special delivery instructions upon order for Royal Mail.
Please note you can track all orders using the Royal Mail Parcel Tracking service – please follow the link https://www.royalmail.com/track-your-item
Your tracking number can be found on your shipping email.
Exchanging an item(s)
You can exchange your order (within 14 days from the day after the order is received) for a different size or style by completing the exchange paperwork enclosed. Once completed, simply place back inside Cozies original packaging along with exchange item(s). Product tags must be intact and all garments unworn / unwashed and in perfect retail condition.
(Any garments missing product tags or in an un-saleable condition will be returned back to you and no exchange will be offered). We aim (but do not guarantee) to send out exchange items within 3 working days of receipt.
*We do recommend you obtain a proof of postage receipt from the Post Office, as we can’t be held responsible for any packages that fail to arrive.
*Please note all Cozies gift boxes & dust bags must also be returned during special promotional periods.
*There is no additional delivery charge for UK exchanges.
Returning an item(s)
You may return any purchases for full refund (within 14 days from the day after the order is received). Please complete all the returns paperwork indicating the reason(s) and place inside Cozies original packaging with the item(s). All product tags must be intact and garments must be unworn / unwashed and in perfect retail condition. (Any garments missing product tags or in an un-saleable condition will be returned back to you and no exchange will be offered).
*Returns are free for UK residents. Buyers resident in other parts of Europe are responsible for the cost of returns postage.
*Please note all Cozies gift boxes / dust bags must also be returned during special promotional periods.
*We recommend you obtain a proof of postage receipt from the Post Office, as we can’t be held responsible for any packages that fail to arrive.
*You will receive a confirmation email once your return has been processed. Please allow up to a maximum of 10 working days for your account to be credited.
*Refunds will be credited to the original method of payment – debit, credit or PayPal.
Please also note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which went beyond what was necessary to establish the nature, characteristics and functioning of the goods, and in particular if such handling went beyond the sort of handling that might reasonably be permitted in a retail shop.
If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you will be responsible for the appropriate sum.
What do I do if I think something I ordered is faulty?
Unfortunately, manufacturing faults do occasionally occur, so if you believe an item is faulty, please contact us and we will arrange and an immediate replacement. Please email firstname.lastname@example.org
What do I do if I have received something that I didn’t order?
In the unlikely event that you receive a wrong item, please contact us at email@example.com and we will arrange a free return.
Do you ship outside of the UK or Europe?
We ship to anywhere within the UK & Europe only. Prices are as follows;
24hr tracked service is £5.95 as standard and;
48hr tracked service is £5.45 as standard.
Delivery to Europe costs £11.85 (up to 1kg) and normally (although not guaranteed) takes up to 8 days for dispatch and delivery. As our system cannot automatically estimate the weight of an expected delivery within Europe – if the parcel far exceeds the 1kg weight we will contact you and inform you of the additional delivery costs before an order is processed for payment.
Sale or Discount items
Where any discounts or sale is applied we offer exchanges only for the discounted / sale price. If you change the original delivery address you will be responsible for an additional delivery charge. We will contact you prior to completing the order.
Help with Promotion or Discount Code
Please type the promotion or discount code exactly as it appears – take note of uppercase / lowercase / spaces and numbers. You can find the promotion or discount code box on Cozies checkout page.
Useful Contact Information
Returns / Exchange email: firstname.lastname@example.org
Enquiries email: email@example.com