Everything you might want to know before (and after) you order — shipping, returns, materials and mounting. Can't find your answer? We're a quick message away on our contact page and reply within 5 working days.
Shipping & delivery
Where do you ship?
We ship worldwide, including across the EU, the UK, the US, Canada, Australia and more than 40 countries in total.
Your shipping options and any local details are confirmed automatically at checkout.
How much does shipping cost?
Shipping is a flat €6.90 on orders under €100, and free on every order of €100 or more.
The exact amount is calculated and shown at checkout before you pay.
How long will my order take to arrive?
Most orders arrive within 7–14 business days from the moment your order is confirmed.
These are estimates — occasionally weather, customs or carrier delays can add a little time, and we'll always keep you posted if anything looks off.
Will I have to pay customs or import duties?
No. All our deliveries are sent DDP (Delivered Duty Paid), which means any applicable taxes, customs duties and import fees
are already covered by Cozy Homes. There is nothing extra to pay when your parcel arrives.
How do I track my order?
As soon as your parcel ships, you'll get an email with your tracking number so you can follow it in real time with the carrier.
If it hasn't landed in your inbox, it's worth a quick look in your spam folder before reaching out.
What happens if my parcel is lost?
If a parcel is officially declared lost by the carrier, or doesn't arrive within a reasonable time after its estimated delivery date,
we'll send a replacement free of charge. Just contact us and we'll take care of it.
Returns & refunds
What is your return policy?
Live with it a while. We offer a 30-night home trial — if a piece isn't right for your space, you have
30 days from delivery to request a return for a full refund. Items should come back unused, in their original condition and packaging,
with proof of purchase. Customers in the EU also have the statutory 14-day cooling-off period to cancel for any reason.
Sale items and gift cards can't be returned.
How do I start a return?
Send us a message through our contact page and we'll reply within 5 working days.
Once your return is approved, we'll send you instructions on where and how to ship it back.
Please don't send anything back before you've heard from us — returns without a prior request can't be accepted.
Who pays for return shipping?
Return shipping costs are covered by the customer, unless the item arrived damaged, faulty or incorrect — in which case we make it right at our expense.
When will I get my refund?
Once we've received and inspected your return, we'll let you know whether it's approved.
If it is, you're refunded to your original payment method within 10 business days.
Bear in mind your bank or card provider may take a little longer to post it.
My item arrived damaged or I received the wrong one. What now?
We're sorry — that shouldn't happen. Please inspect your order when it arrives and
contact us right away, ideally with a photo. We'll evaluate it and sort out a replacement or refund quickly.
Products & installation
What are your pieces made of?
We keep the materials honest. Our acrylic pieces are cut from 5 mm cast acrylic, hooks are
powder-coated steel, and any wood details are FSC-certified oak and beech.
Every item is chosen the same way — if we wouldn't hang it in our own home, it doesn't make the collection.
Do I need to drill? Is mounting hardware included?
For our wall-mounted pieces, yes — everything you need is in the box: a paper drilling template, matching screws and wall anchors.
Most installations take under 10 minutes with just a screwdriver. Prefer not to drill? Our over-door racks hang with
no drilling and no marks left behind, ideal for renters.
Will the colour match what I see on screen?
We photograph everything as faithfully as we can, but screens vary, so tones can look slightly different in your room's light.
If a shade isn't what you hoped for, the 30-night home trial has you covered.
Orders & payment
Which payment methods do you accept?
We accept all major credit and debit cards, along with the express checkout options shown at checkout.
Every payment is processed securely — we never see or store your full card details.
Can I change or cancel my order?
We pack quickly, so reach out through our contact page as soon as possible if something needs changing.
If your order hasn't shipped yet, we'll do our best to help. Once it's on its way, the easiest route is to return it after it arrives.
Is there a discount for first-time customers?
Yes — join the Cozy Club and get 10% off your first order, plus first word on new arrivals.
You can sign up from the banner at the top of any page.
Still need help?
Whatever it is, we're happy to help. Message us any time through our contact page or email hello@getcozyhomes.com, and we'll get back to you within 5 working days.