Returns Policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. If something isn’t right, we’ll do our best to help.

General Disclaimer

We strive to make your experience seamless. Our policies are subject to applicable consumer protection laws and payment processor requirements. By placing an order, you agree to these terms.

Return Window

We offer a 14-day return policy, which means you have 14 days from the date you receive your item to request a return, excluding transit time.

Eligibility for Returns

To qualify for a return:

  • Items must be unused and in their original condition. While items may arrive in supplier packaging rather than Cozy Cottage Shop-branded packaging, they remain eligible for return if unused and complete.

  • Proof of purchase (receipt or order confirmation) is required.

  • Items received in supplier or neutral packaging (rather than Cozy Cottage Shop–branded packaging) are still eligible for return, provided they meet the return conditions outlined in this policy.

Items that do not meet these requirements may not be accepted.

How to Start a Return

To initiate a return, email us at hello@shopcozycottageco.com with the following:

  • Your order number

  • Your full name

  • The shipping address used when placing the order

  • A brief reason for the return

📩 Do not send any items back without contacting us first. Unauthorized returns will not be processed.

Once your return request is reviewed and approved, we’ll send you:

  • The appropriate return address based on your region

  • Step-by-step return instructions for a smooth experience

Shipping Responsibility

Customers are generally responsible for the cost of return shipping, except for damaged, defective, or incorrect items, which we will cover.

Exchanges

  • If you need to exchange a damaged or incorrect item, we will cover shipping.

  • For other exchanges, customers are responsible for return shipping.

  • To exchange an item, begin a return for the original item and place a new order for the desired product.

Order Cancellations

Due to our fast, automated processing system, orders can only be canceled within 1 hour of placing them. After this, items may already be processed or shipped and cannot be canceled.
If you notice any mistakes (such as the wrong size or address), contact us immediately — we may be able to update it before it ships.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, email us right away with:

  • A photo of the item

  • A description of the issue

We’ll evaluate the issue and resolve it promptly.

Exceptions / Non-Returnable Items

We cannot accept returns on:

  • Sale items

  • Gift cards

  • Personal care items (e.g., beauty products)

  • Custom or personalized items

  • Hazardous materials (e.g., flammable liquids, gases)

If you are unsure whether your item is eligible, please contact us before initiating a return.

EU Customers – 14-Day Cooling-Off Period

If you’re in the EU, you are entitled to cancel or return your order within 14 days of receipt, for any reason. Items must be in unused, original condition with all tags and packaging, and proof of purchase is required.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund is approved. If approved, your original payment method will be credited within 10 business days.

Please note that it may take additional time for your bank or payment provider to process the refund. If it’s been more than 15 business days since approval and you haven’t received your refund, contact us at hello@shopcozycottageco.com.