Can I change my delivery address?
Yes, you can change your delivery address but only before you click "Confirm & Pay", after this point you won’t be able to make any changes to your order, at Cosy and Lux we are super quick at processing every order to ensure you get your delivery on time.
I haven’t received my confirmation email.
Our automated email system will send emails automatically after every purchase you make, however we cannot control how quickly your email provider will take to deliver your mail, always allow 24 hours after ordering with Cosy and Lux to receive your confirmation email.
Please make sure that you check that the email address you have provided at the checkout is correct and also look in your inbox and junk mail folders. If you still cannot find the confirmation email do not panic, email us at firstname.lastname@example.org so that we can track your order for you.
I have ordered an item that is out of stock.
These cases are rare however we understand how irritating this can be when occasionally this happens due to an item’s popularity. We will contact you in regard to the matter as soon as possible to confirm the status of your order and to keep you updated with the colours available.
If your order contains many items, we will despatch everything as quickly as possible and the full refund of the out of stock item will be given.
How do I know if my order has been despatched?
Our team work fast to deliver your order as soon as possible, once your parcel is ready to leave our warehouse you should receive a confirmation email to say that your order is on its way to you.
To track all of your orders you can simply sign into your Cosy and Lux account, where you can find the full details of the process of your order. Once your order has been completed and is ready to leave our warehouse a confirmation despatched email will be sent to the email address you provided to let you know that your parcel has been despatched for delivery.
Your courier will notify you with an email to let you know your tracking number, the time and date of delivery will depend on the shipping method that you have chosen.
You can track your Royal Mail parcel here.
My order still hasn’t arrived?
You can check the position of your parcel in your Cosy and Lux account, when your parcel has been despatched from our warehouse you will receive an email to update you with its current status.
We know that you lead a busy life and if you happen to not be home when our courier attempts to deliver they will either leave your parcel with a neighbour or leave you a card to explain the redelivery steps. Check the royal mail tracker to see how far your parcel is from you: Royal Mail.
Our policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
To return your product, you should mail your product to 1 Downshire Hill Mansions London GB NW3 1NY
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Can I change my order?
Unfortunately, any changes to your order such as colour, size, shipping, delivery or payment methods cannot be changed once your order has been completed and payment received, however once you have received your parcel you can exchange or refund any of your purchased items if you are for some reason not satisfied.
You sent me a damaged item, what should I do?
We are careful to ensure all of our styles are in top condition, however in the rare case that we send you a faulty item please notify us within 48 hours of receiving your purchase.
You can email us at firstname.lastname@example.org where one of our friendly staff will be happy to help. If you’re not satisfied with an exchange you can send the item back within 14 days for a full refund.
I’m not happy, I have a complaint!
At Cosy and Lux, we take complaints very seriously and we do our very best to deal with every complaint. We are here to assure that all customers receive only the highest standard of customer care.
If you have an issue to raise with us please don’t hesitate to contact us by email, where one of our helpful representatives in the customer care team will be happy to help resolve your issue.
Most of our shoppers have a great experience shopping with us, however, there can be rare occasions where things go wrong and you feel that you need to complain, we fully appreciate cooperation.
Once we have assessed your issue we will be in contact with you as soon as possible and we will do our best to resolve your matter to your satisfaction.
Promotions and Discounts
How do I use a voucher code?
Our voucher codes are super easy to use, simply go to the “Secure Checkout” where you will see a “Review your order” section, you can enter your voucher code in the box below, press “Apply Voucher” and if the voucher is valid your discount will be applied to the items in your basket.
Please note that only one voucher code can be used per order, and always ensure you have read the terms and conditions of each voucher code, as the purposes for each code will vary.
How do I set up a Cosy and Lux account?
Just click “Account” which can be found at the top right of the Cosy and Lux website screen, you can then add your details to the “create account” section where you can follow the easy prompts for a quick set up.
Can I change my password and details?
If you have forgotten or would like to change your Cosy and Lux password, simply click on the “forgot password” link, and follow the simple steps to create a new password, you will then be set to shop.