Delivery & Returns

Returns, Refunds and Exchanges Policy

How To Return An Item
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase.

1. Please email contact-us@thecozyme.co.uk to request a return or you can create a return through our returns form in your account information screen.
2. Once the item has been received back to us, we will either replace or refund, depending on stock availability and whether you require a replacement or refund.
3. Include in your package a signed letter stating the reason for your return and your order number.

Return Exceptions
Personalised items can not be returned unless a mistake has been made on our part. Merchandise that has been worn, used, or altered will not be accepted for return or exchange. We do not refund the original shipping and handling that you paid on the order (if applicable).

Exchanges
If any item is in like new condition, you may exchange your item for a different item. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.

Payment Policy
Accepted Methods of Payment
Credit Card (Visa, Master Card, American Express, Discover), PayPal.
Your card will only be authorised for payment at the time of your order, full payment will only be taken once your order is ready for despatch. If we are not able to fulfil your order for any reason your card will be refunded.

Shipping Policy
Turnaround
Most orders are usually shipped within 48 hours Monday - Friday 8am - 5pm, this depends on the item ordered and whether any item needs to be personalised in which case, your order could take up to 5 working days to process.

Dispatched within 24 hours: Cards, Chocolate Bars and selected Mugs.
Dispatched within 1-3 Days: Engraved, Printed Items, Embroidered and Candles.
Dispatched within 3-5 Days: Ceramic and Printed Glass.

Carriers
We use the following carriers to deliver our orders:
UPS
Royal Mail
Parcel Force

Order Tracking
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class royal mail will not have tracking numbers.

Shipping Rates
We offer free shipping on all orders, we will shortly be introducing a faster delivery service for an additional fee. An additional shipping charge will be required for addresses not in the UK mainland and remote areas.