Frequently Asked Questions (FAQ)

1. Do you offer free shipping?

Yes — we offer free worldwide shipping on all orders.
No minimum purchase required.

2. How long does shipping take?

Shipping times depend on your location:

  • United Kingdom: 4–7 business days

All orders are processed within 1–2 business days.

3. How can I track my order?

Once your order has shipped, you will receive an email with your tracking number.
Tracking updates may take up to 48 hours to appear.

4. My tracking hasn’t updated. What should I do?

This can happen during transit.
If there is no update for several days, contact us at info@cosyember.com and we will check the status for you.

5. What is your return policy?

We offer a 30-day return policy.

  • Return shipping is free only for defective, damaged, or incorrect items.
  • If you return an item because you changed your mind, return shipping costs are the customer’s responsibility.

6. How do I start a return?

Email us at info@cosyember.com with:

  • your order number,

  • the email used for the purchase,

  • the item(s) you want to return.

We will send you a prepaid return label and instructions.

7. What if my item arrives damaged or defective?

Contact us immediately with photos of:

  • the product,

  • the packaging,

  • the damage.

We will replace or refund the item at no cost to you.
Email us at info@cosyember.com

8. What payment methods do you accept?

We accept:

  • AMEX
  • Apple Pay
  • Google Pay
  • Klarna
  • Maestro
  • Mastercard
  • PayPal
  • Shop Pay
  • UnionPay
  • Visa

All payments are processed securely.

9. My payment failed. What should I do?

Try a different payment method or contact your bank.
You can also contact us at info@cosyember.com

10. Can I change or cancel my order?

If your order has not yet been processed, we may be able to modify or cancel it.
Contact us as soon as possible.

Once the order is shipped, cancellation is no longer possible.

11. Do you ship internationally?

Yes.
We ship to every country worldwide — and shipping is always free.

12. I entered the wrong address. Can I fix it?

If your order has not been shipped yet, contact us immediately and we will correct it.
If your order is already shipped, we can no longer change the address.

13. What happens if I don’t pick up my parcel?

If the parcel is returned to us as uncollected or refused, you can choose:

  • free reshipment, or

  • a refund minus up to 25% handling fee (carrier return costs).

14. How can I contact customer support?

You can reach us anytime at

Address: 2 Lansdowne Rd Croydon London CR9 2ER United Kingdom
Email: info@cosyember.com

We respond as quickly as possible.