Refund policy

Returns

We're sorry you would like to return your item, we wish for you to be satisfied with your order from us, however we understand sometimes things just don't work out and that's completely ok. We would be more than happy to accept your return as it meets our return and refund policy outlined below. 

To be eligible to a return 

• your item must be in the same condition that you received it, with a few minor exceptions. For example, if you have opened a gift box and torn the tissue paper wrapping inside to see the contents; we don't expect this to be perfect.
• ALL contents must be unused/unworn and in it's original packaging. 
• If you purchased your item when it was on sale - you will be eligible for a return, the same policy applies. 
• If you purchased a custom item - unfortunately this cannot be returned. 

To start a return

• you must notify us that you wish to return the item, within 30 days after the date of delivery. Please email hello@thecosygiftcompany.com
• You don't have to state a reason but it would be appreciated - especially if it's something we can look at improving.
• Please provide your order number/details so we can process your return quickly. 
• We will accept or decline your return with a written response, returns sent back to us without our acknowledgement will not be processed or refunded. 

The return process

• if your return is accepted, we will respond with written instructions on how to send the item and the delivery address for you to post the item back to us with. It is important the address is written correctly as we will not be responsible for refunding returns if it doesn't get returned back to us due to an incomplete/ineligible address on the package. 

Return shipping fee

• if you are returning your order due to your own mistake, change of mind or just because, you will be wholly responsible for the shipping fee. 
• we will send you a return shipping label if we are at fault and have made that clear in written communication with you. 

Refunds

• once your order has been received back to us in a satisfactory condition, we will happily process a refund and notify you we will be doing so, this will get sent back to the original payment method you used to purchase the goods. Please note, your order will be refunded minus the delivery cost. For example, you purchased a Keepsake & Sock Box Gift, it is £8.99 + £2.99 delivery, you will be refunded £8.99 only. 
• It may take a little while for your refund to be processed depending on the payment provider/bank. 

If you have any questions or need any further help, please send us a little message to hello@thecosygiftcompany.com

 

Exchanges

• The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.