Return Policy

At Cozee London, we want you to feel special in every piece you buy from us. If something isn’t quite right, here’s how returns and exchanges work. This policy sits alongside your legal rights as an online shopper in the UK.

1. Change-of-mind returns (online orders)

If you bought from us online, you have:

  • 14 days from the day after you receive your order to tell us you’d like to return it. Then another 14 days to send the items back

For a change-of-mind return:

  • Items must be “as new” (unused, unworn and in their original packaging with original tags intact)
  • You pay the return postage cost for sending the item back to us
  • If you return the whole order within the legal cooling-off period, we will refund:
  1. The item price, and
  2. The original standard delivery cost you paid

We do not refund:

  • Any express or premium delivery upgrades (for example Next Day or Special Delivery)

2. Earrings & pierced jewellery

For hygiene reasons, we ask you not to try on earrings if you are unsure about keeping them.

Earrings and other pierced jewellery can be returned within our 14-day returns window, but only if they are unused, unworn and in their original packaging

If returned earrings show signs of wear, damage or use (for example bent posts, missing backs, makeup, perfume or other marks), we may reduce your refund to reflect the reduced value of the item, or refuse the return in serious cases

This does not affect your right to a refund, repair or replacement if the item is faulty or not as described

3. Custom or personalised items

We are unable to accept change-of-mind returns for:

  • Custom, personalised or made-to-order items

If a personalised item is faulty or arrives damaged, please contact us – you still have full rights for faulty goods.

4. Faulty, damaged or wrong item

If your item arrives:

  • Faulty
  • Damaged, or
  • Not what you ordered

Please:

  1. Email us at support@cozeelondon.com within 14 days of receiving it
  2. Include your order number and clear photos of the problem
  3. Once confirmed, we will usually offer a replacement or a full refund, and we will cover reasonable return postage where the item is faulty or we made an error

5. Exchanges

Right now, we keep exchanges simple:

  • Please return the item for a refund, following the steps below
  • Then place a new order for the item or style you’d like instead

6. Return shipping and lost parcels

  • You are responsible for the item until it reaches us
  • We cannot be held responsible for items that are lost or damaged in transit on their way back to us
  • We strongly recommend using a tracked service and keeping proof of postage until your return has been processed

7. How to start a return

  • Email support@cozeelondon with:
  1. Your full name
  2. Your order number
  3. The item(s) you want to return
  4. The reason (change of mind, faulty, wrong item, etc)        
  • We’ll reply with the return address and simple instructions
  • Pack your item safely and keep proof of postage
  • Once we receive and check your return, we aim to process your refund within 14 days, back to your original payment method

8. International orders

For customers outside the UK:

  • Return postage is your responsibility (unless the item is faulty or we made a mistake)
  • Please mark the parcel clearly as “Returned goods” on the customs form
  • Any customs charges we are forced to pay because it was not marked as returned goods may be deducted from your refund

9. Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

If there is ever a conflict between this policy and the law, the law always wins.