Returns & Refunds

We hope you love your Cosy Em order, but if something isn’t quite right, you can return it in accordance with the policy below.

Returns

For online orders, you have 14 days from the date you receive your order to let us know that you would like to return it. You then have a further 14 days to send the item back to us.

To arrange a return, please contact us with your order details and we will provide the return instructions.

Items should be returned unworn, other than being tried on as you would in a shop, and in their original condition with any tags attached. Please take care when trying on knitwear and avoid contact with make-up, perfume, jewellery or anything that may mark, damage or snag the garment.

We may make a deduction from your refund if an item has been worn, damaged or handled beyond what is reasonably necessary to inspect it.

Please include your order number or other proof of purchase with your return.

Your statutory rights are not affected.

Refunds

Once we receive your return, we will inspect it and confirm by email that it has been received.

Approved refunds will be made to your original payment method. We will process your refund within 14 days of receiving the returned goods, although your bank or payment provider may take additional time to show the funds in your account.

Where applicable, we will also refund the cost of our standard delivery option. If you chose a more expensive delivery service, any additional delivery cost above our standard service is not refundable.

UK rules require online retailers to refund the standard outbound delivery cost when the whole order is cancelled under the statutory cancellation right.

Sale Items

Sale and discounted items can be returned under the same returns conditions as full-price items, unless a specific legal exception applies.

This does not affect your statutory rights.

Faulty or Damaged Items

If your item arrives faulty, damaged or is not as described, please contact us as soon as possible with your order number and details of the problem.

Please do not return a faulty item before contacting us. We will advise you on the next steps and, where appropriate, arrange a refund, repair or replacement in accordance with your statutory rights.

UK consumer rights relating to faulty or misdescribed goods apply regardless of whether an item was purchased at full price or in a sale.

Exchanges

If you would like a different colour, style or size, please contact us and we will let you know whether an exchange is available.

If an exchange is not available, you can return the original item in accordance with our returns policy and place a new order.

Return Postage

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning your order.

Please send returns to:

Cosy Em Returns
8 Marsworth Wharf
Tring
HP23 4BW
United Kingdom

We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been processed. Cosy Em cannot be responsible for returned parcels that do not reach us.

Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it, please allow time for your bank or payment provider to process the transaction.

If the refund still does not appear after the processing period advised by your payment provider, please contact us and we will be happy to help.

Questions About a Return?

If you have any questions about a return, refund or faulty item, please contact Cosy Em through our Contact Us page.