Delivery, Returns & Refunds

The delivery couriers we use are DPD, Yodel and Amazon shipping. When you receive a dispatch notification, your order will be delivered the next working day.

If your order is delivered via DPD, you will receive an SMS & Email highlighting your allocated 1 hour delivery slot.

If you have any questions regarding our delivery service, please contact us.

Free EU Delivery

All orders placed within Europe come with Free Standard Delivery.

Please allow 1-5 working days for your order to arrive.

Follow the link within the Email or SMS to action the following changes to your delivery:

• Change your delivery day
• Leave your item in a safe place
• Deliver your item to a neighbour

Please note, we are not able to change the courier, once it has been allocated to your order.

If you have any questions regarding our delivery service, please contact us.

Delivery Delays

We always endeavour to deliver your order on time however, there may be factors outside our control such as adverse weather, or severe road network issues which may delay your order. We politely point out that in such circumstances, we do not take responsibility for any impact such delays may have.

Lost Packages

If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.

We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received of an order being delivered and signed for at the delivery address our liability ceases

Damages to your order

We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.

International Orders

International orders must be placed through the country specific websites as listed below. Orders placed through the UK website (www.cosihome.com) are only eligible for delivery within the UK. Orders will be processed online in the local currency either via Credit / Debit card or PayPal. Please note that shipping charges for the below countries may vary and users should review the specific delivery pages on the websites listed below.

Offshore Orders

Please note that our 2 day delivery does not apply to deliveries to UK offshore addresses (Isle of Man). These orders will be sent via Standard Delivery and will take 3-5 working days to arrive. If you have any questions about UK offshore deliveries, please contact our Customer Care team.

 

RETURNS

Changed your mind?

We really hope you like your purchase from Cosi Home however, in the event you do wish to make a return, simply follow the below instructions.

Returns Eligibility

To return your item, please contact our Customer Care Team within 14 days of receiving your order. You will then have an additional 14 days to return your order back to us.

Please be aware, we do not cover the cost of the returns.

Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if there are any signs of wear or if parts are missing.

You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

UK Orders - Steps to Return your Item:

In order to initiate your return, please notify our Customer Care Team within 14 days of receiving your order. 

You will then have an additional 14 days to return your order back to us, so your refund can be issued.

Please fill in this return form. In order to process your refund speedily, please ensure that this form is filled and enclosed in the return package.

Repackage your item, if you no longer have the packaging, please make sure that it is wrapped and packaged as securely as possible.

Clearly attach the below address to the parcel:

Cosi Home Returns
Unit 6
West Road Industrial Estate
Billingborough
NG34 0QU

Use a courier of your choice to return your order to us; the best way to do this would be to visit Parcel2Go. Here you will find an assortment of couriers to use with varying price ranges, most of which are very reasonable

Please be sure to obtain a proof of postage once your item has been returned and if you could forward that onto us, we can then process your refund.

We kindly ask that you return your item to us in good condition with no signs of visible damage. Please be aware, we do not cover the cost of the returns.

EU Returns - Steps to Return your Item:

For orders sent to Germany, return shipping is free of charge. Please contact us here to initiate your return.

For orders sent to the rest of the EU, please contact us here to initiate your return. You will be responsible for your own return shipping costs.

Repackage your item, if you no longer have the packaging, please make sure that it is wrapped and packaged as securely as possible.

Clearly attach the below address to the parcel:

WWL Poland
Mikołowska 31b
Mysłowice
41-400 Poland

Product not working as expected?

Our Customer Care team are incredibly knowledgeable and able to resolve most product related issues quickly and efficiently. For the quickest support, please contact our product experts using the submission form on our Contact page.

If we are unable to fix your issue for you, we will replace the product at no charge for either a brand new or refurbished unit of the same condition as per our 12-month manufacturer’s warranty. You can find out more about the Cosi Home Limited Warranty here.

B2B Returns

Business orders can be returned within 7 days of delivery, provided they are unused and unopened, with a restocking fee of 15% of the order value.

Please note that costs incurred when returning orders are not refundable.

REFUNDS

When will I receive my Refund?

Following a successful inspection of your return we will process a refund to the credit / debit card or PayPal account which was used to place the original order.

Please allow 5 working days for the refund to appear in your account.

I haven’t received my refund

If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked.

If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

CANCELLATIONS

When an order has been placed, we aren’t able to cancel it or make any changes. Our Customer Care team may be able to request that it is ‘returned to sender’ however, as we ship orders after 20 minutes, this is not guaranteed.

If a delivery is attempted, please refuse it and it will be returned back to our warehouse. If your order is delivered, you can return it to us within 14 days for a full refund. Please be aware, we don’t cover the cost of returns.