Refund policy

This Refund Policy explains how and when we issue refunds for purchases made on cozeelondon.com. It should be read together with our separate Returns Policy, which sets out which items can be sent back and how to do it.

1. When we issue refunds

We only process refunds once:

  1. Your return has been delivered back to us, and
  2. We have inspected the item(s) and confirmed that they meet our return conditions.

After inspection, we will email you to let you know whether your refund has been approved or rejected.

2. What we refund

If your return is approved, we will normally refund:

  • The price you paid for the item(s), and
  • The original standard shipping cost, if you return the whole order in line with our Returns Policy.

We do not refund any express, next-day or other premium delivery upgrades, except where we are required to do so by law.

3. Shipping costs and change-of-mind returns

If you decide to send an item back because you changed your mind, ordered the wrong style/size, or simply no longer want it:

  • You are responsible for the cost of returning the item to us, and
  • That return postage is not refundable.

If only part of your order is returned, the original delivery charge is usually not refunded, unless we have made a mistake or the item is faulty.

4. Faulty, damaged or incorrect items

If we agree that an item is faulty, damaged, or not what you ordered, we will:

  • Refund the price of the item, and
  • Refund the original standard delivery charge (if paid), and
  • Cover or reimburse reasonable return postage, as outlined in our Returns Policy.

In some cases we may offer a replacement instead of a refund, if you prefer and stock is available.

5. How refunds are paid

Approved refunds are:

  • Issued to the original payment method used at checkout, and
  • Processed by us within 7–14 working days of receiving and approving your return.

Your bank or card provider may then take additional time to show the refund on your statement. We are not able to refund to a different card or account.

6. Late or missing refunds

If we have confirmed that your refund has been processed but you have not received it:

  1. Check your bank or card statement again.
  2. Contact your bank, card issuer or payment provider, as there can be a processing delay.
  3. If you have done this and still cannot see the refund, please email us at support@cozeelondon.com with your order number and details, and we’ll investigate.