Refund policy

30-Day Return & Refund Policy

We want you to feel confident shopping with CozyLoves. Eligible items may be returned within 30 days of delivery, subject to the conditions below.

Return Eligibility

To be eligible for a return:

  • You must contact us within 30 days of the date your order was delivered.
  • Items must be unworn, unused, unwashed, and in their original condition.
  • Items must be returned with their original packaging, tags, and accessories, where applicable.
  • Items must not show signs of wear, damage, odors, stains, or alteration.

Shoes should only be tried on indoors and must be returned without visible wear to the soles or upper material.

Please do not send an item back without contacting us first. Returns sent without prior approval may be delayed or may not be accepted.

How to Start a Return

To request a return, please contact CozyLoves Customer Support and include:

  • Your order number
  • The name and email address used for the order
  • The item or items you would like to return
  • The reason for the return

Once your return is approved, we will provide the return address and return instructions. Approved returns should be shipped back to us within 14 days.

Return Shipping

For standard returns, including items that do not fit, were ordered by mistake, or are no longer wanted, the customer is responsible for the cost of return shipping.

We will provide a prepaid return label for your convenience, and the actual cost of that label will be disclosed to you in advance and deducted from your refund. We do not charge any separate return or restocking fee; only the label cost is deducted.

We recommend keeping any tracking information until your refund is complete. CozyLoves is not responsible for return packages that are lost or delivered to an incorrect address.

Original & Free Shipping

Original shipping charges paid when placing the order are non-refundable for standard returns.

If an order originally qualified for free shipping through a promotion, bundle, or order-value offer, CozyLoves will not retroactively deduct the original outbound shipping cost from the refund. The customer remains responsible for the cost of shipping the return back to us.

Refunds

Refunds are issued only after the returned merchandise has been received and inspected.

Once approved after inspection, the refund will be issued to the original payment method. Please allow up to 7 business days for CozyLoves to process the refund; your bank or payment provider may require additional time for the credit to appear.

The refund will be based on the amount actually paid for the returned item, including any discounts applied at checkout, minus the return-label cost. For bundle or promotional purchases, the refund will be based on the discounted price allocated to the returned item on the original order. Original shipping charges are not refundable for standard returns.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us within 30 days of delivery before sending it back. Please include your order number and clear photographs showing the issue.

When an item is confirmed to be damaged, defective, or incorrect, CozyLoves will cover all return-shipping costs and provide a prepaid return label. You may be offered:

  • A replacement at no additional cost; or
  • A full refund for the affected item, including applicable taxes, with no return-shipping deduction.

If the entire order is returned because of a confirmed error by CozyLoves, any original shipping charge paid for that order will also be refunded. Please do not purchase your own return label for a damaged, defective, or incorrect item unless instructed to by CozyLoves Customer Support.

Exchanges

To request a size or color exchange, please contact us within 30 days of delivery. Exchanges are subject to product availability and the returned item meeting our eligibility requirements. We will provide the applicable return and replacement instructions after approving the exchange.

Personalized & Final-Sale Items

Personalized or custom-made products cannot be returned or exchanged unless they arrive damaged, defective, or incorrect. Gift cards and products marked "Final Sale" are not eligible for return. Sale and promotional items remain eligible for return unless clearly marked "Final Sale."

UK & EU Customers: 14-Day Right to Cancel

If your order is delivered within the United Kingdom or European Union, you have a statutory right to cancel your order within 14 days of receiving it, for any reason and without justification. To exercise this right, please contact us within that 14-day period.

Where this right applies, we will refund the price paid for the item together with the original standard outbound shipping cost. The customer remains responsible for the cost of returning the item to us. This right does not apply to personalized or custom-made products, or to sealed items that have been opened where returns are excluded for hygiene reasons. Refunds under this right are issued within 14 days of our receiving the returned item or proof that it has been sent back.

This statutory right is in addition to, and does not limit, the 30-day return terms described above.

Return Address

Do not return merchandise to the address shown on the original shipping package. The correct return address will be provided after your return request has been reviewed and approved. Items returned to an unauthorized or incorrect address may not be received and may not qualify for a refund.

CozyLoves reserves the right to decline returns that do not meet the conditions above. This policy applies to purchases made directly through CozyLoves.