Frequently asked questions
How does the first-order discount work?
Spend €30 or more and enter code COZY10 at checkout to save 10% on your first order. The code can be used once per customer and cannot be combined with another discount.
Are products made to order?
Yes. Each item is produced after you order through one of our specialist production partners. This reduces unnecessary inventory, but it means your order needs production time before dispatch.
How long will delivery take?
Available shipping methods, costs and estimated delivery dates are shown at checkout for the products and destination you select. These dates are estimates rather than guarantees. Items may arrive separately when they are produced at different facilities.
Will I receive tracking?
When tracking is available, we email it after dispatch. Tracking can take a little time to update after a shipping label is created.
Can I change or cancel an order?
Contact us as soon as possible. We can only change or cancel an order before production or fulfillment begins.
What if an item is damaged, defective or incorrect?
Contact us promptly with your order number and clear photos. We will review the issue and make it right in line with your consumer rights.
Can I return an item?
Eligible items can be returned under our refund policy. Customers in the European Union generally have a 14-day statutory withdrawal right, subject to legal exceptions. Return shipping is normally the customer's responsibility unless the item is defective, damaged or incorrect, or the law requires otherwise.
Where can I find sizing information?
Check the size and fit information on each product page before ordering. Available sizes vary by product, and selecting the correct size before production helps avoid unnecessary returns.
How can I contact you?
Use our contact form. We aim to reply within two business days.