Refund policy
30-Day Returns
We offer a 30-day return policy. This means you have 30 days from the date your order is delivered to request a return.
To start a return, please contact us at support@cozieco.com with your order number and reason for return.
Returns must be approved before being sent back. Items returned without prior approval will not be accepted.
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Return Eligibility
To be eligible for a return, your item must be in resellable condition, meaning:
- Tried on indoors only
- No signs of outdoor wear
- No visible marks, creasing, scuffing, odour, or sole wear
- Original tags attached
- In original packaging
- Accompanied by proof of purchase
You may try your shoes on indoors to assess sizing and comfort. However, they must not be worn outdoors or for extended periods.
Items that show signs of outdoor use, excessive wear, damage, or missing components will not be accepted.
Returns that do not meet these conditions may be declined and returned to the sender at the customer’s expense.
Complimentary Size Exchange
We offer one complimentary size exchange per order.
If your size isn’t quite right, contact us within 30 days of delivery and we’ll assist with a replacement size (subject to availability).
Please note:
- Only one free exchange is permitted per order
- The exchanged item must meet the return eligibility conditions above
- Once a complimentary exchange has been approved and dispatched, the order becomes final and is no longer eligible for a refund
If you would prefer a different colour or style, the fastest way to secure your preferred item is to return the original pair (once approved) and place a new order.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or you received the wrong product, contact us immediately at support@cozieco.com with photos so we can resolve the issue promptly.
If approved, we will cover return shipping costs and arrange a replacement or refund.
Non-Returnable Items
We do not accept returns on:
- Final clearance items
- Personalised or custom products
- Items marked as final sale
European Union – 14 Day Cooling Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, without justification.
Items must meet the same return eligibility conditions outlined above.
Refunds
Once we receive and inspect your approved return, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at support@cozieco.com.
Original shipping costs are non-refundable unless the item was faulty or incorrect.
Sustainability Commitment
All approved returns and exchanged footwear are donated to charity.
We believe in reducing waste and giving returned products a second life wherever possible.