Returns

Order direct on our website and all returns are FREE!  If you have ordered via a marketplace we now offer a new returns service for you to return items to us securely and easily for a flat rate of just £2.90!

We appreciate that returning items bought through Home & Cosy Ltd can be costly and time-consuming. Which is why we have introduced our new easy returns system. As well as offering FREE UK delivery, you now have up to 30 days from receipt of goods to return your items by simply downloading a QR code onto your phone, or if you prefer, printing off a returns label, before dropping your package(s) into your local Post Office. If you choose to use our service, we will deduct a small contribution of £2.90 from your refund, unless you have ordered direct on our website, no matter how many items you are returning. Please note, this new service is only available for UK returns, not international ones.

HOW DO I RETURN AN ITEM?

  1. Ensure you are within the 30-day return period and goods must be returned unused in perfect condition and in their original packaging, sealed inner packaging must be undamaged. Custom orders cannot be refunded or exchanged.
  2. Make sure you include your order document(s) in your returns package(s) as we will require your order number and name to issue your refund, otherwise your refund may be delayed
  3. Go to our Royal Mail Returns Portal ( https://www.royalmail.com/track-my-return/create/1597) to generate your QR code or Postage Label.
  4. Take your package(s) to your nearest Post Office or Royal Mail Delivery Centre. Remember to retain a proof of postage receipt until you’ve been refunded for your return. Home & Cosy Ltd is not responsible for items lost in transit without a proof of posting.


CAN I TRACK MY RETURN?
Yes, at any point you can enter your reference number at the Royal Mail Tracked Returns Portal (www.royalmail.com/track-your-item) and find out where your parcel is.

HOW LONG UNTIL I WILL RECEIVE MY REFUND?
Please allow up to up to 5 working days from the day your item has been received by the warehouse for your refund to be issued back into your account. This allows time for our warehouse to receive and process your return, and for your bank or Paypal to get the funds back into your account. You will receive an email once your refund has been completed.

Not had confirmation after 14 days? Please email proof of postage to sales@homeandcosy.co.uk and we will look into this for you. Please note that we are unable to assist you if you have not retained proof of postage.

HOW MUCH WILL IT COST ME TO RETURN?
If you have ordered directly on our website returns are FREE. 
If your order was placed via a marketplace eg Tesco Direct, Amazon, it will cost you a flat rate of £2.90 to return as many goods as you wish to us. We will deduct this from your refund.

CAN I USE MY OWN RETURNS METHOD?
Yes, but this will be at your own expense.  Please make sure you include your order document(s) in your returns package(s) as we will require your order number and name to issue your refund, otherwise your refund may be delayed.  Please retain a proof of postage receipt until you’ve been refunded for your return. Home and Cosy Ltd is not responsible for items lost in transit. We will not deduct £2.90 from your refund if you use your own returns method.

WHAT ABOUT INTERNATIONAL RETURNS?
At the moment, our Royal Mail returns service is only available in the UK. International returns will therefore be at your own expense. Please fill in your returns form, include with your returned item(s) and send back to us within 30 days of delivery. Your local post office will be able to advise on the most suitable and secure service for returning your items. Keep a copy of your postage receipt as proof of postage until after you have been refunded.

WHAT IF I AM OUTSIDE THE 30 DAY RETURNS PERIOD?
If you return your purchase after 30 days (with the exception of faulty or damaged goods), we reserve the right to refuse a refund. We may instead return your purchase to you and you could be charged for the cost of this postage.

I WISH TO EXCHANGE AN ITEM
We only operate a return for refund and reorder service.  This enables you to order the item you would like quicker if required without waiting for us to receive the returned item.  Please fill in your returns form and follow the above instructions within 28 days of delivery.

FAULTY OR DAMAGED GOODS
We make every effort to ensure that goods reach you in perfect condition through packaging and only using trusted delivery companies, however, in the unlikely event that goods are damaged on delivery please contact us within 24 hours so we can take action with the delivery company and organise a replacement as soon as possible. To report a damaged or faulty item please send a photograph of the damage or fault if applicable to sales@homeandcosy.co.uk detailing your order reference.