Last updated: 22 May 2026
At Cozy Onesies, we want you to love your purchase. If you’re not completely satisfied, this policy explains how to return your item and get a refund or exchange.
This policy is in addition to your statutory rights under UK consumer law (including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013) and does not affect them.
1. Return window
You may return eligible items within 30 days of receiving your order.
2. Eligibility — what can be returned
To be eligible for a return, items must be:
- Unworn and unused
- Unwashed
- In their original condition with all original tags attached
- In their original packaging
Items that do not meet these conditions may be refused or only partially refunded.
3. Non-returnable items
For hygiene and safety reasons, the following cannot be returned:
- Items that have been worn, washed, or used
- Items with tags removed or damaged
- Items damaged due to customer misuse
- Final-sale items (clearly marked at the time of purchase)
4. How to start a return
To initiate a return, please email us at [email protected] within 30 days of receiving your order. Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return (and photos, if the item is damaged or defective)
Once approved, we will send you the return address and instructions.
Important: Please do not ship items back without contacting us first. Returns sent without prior approval may not be accepted.
After approval, you have 14 days to ship the item back to us.
5. Who pays for return shipping?
Standard returns (change of mind, sizing issues, no longer want the item): The customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be held responsible for lost or damaged returns. Original outbound shipping costs (if any) are non-refundable.
Damaged, defective or wrong items received: We pay the return shipping cost, and we will either send a replacement at no extra cost or issue a full refund — your choice. Please email us with photos of the issue within 7 days of receiving your order.
6. Exchanges
We offer exchanges (for example, for a different size or colour) on eligible items within the 30-day return window.
- The customer pays for shipping the original item back to us.
- We cover the shipping cost of sending the replacement item to you.
To request an exchange, follow the same process in Section 4 and let us know which size or colour you would like instead. Exchanges are subject to stock availability — if the requested item is unavailable, we will issue a refund instead.
7. Refund process
Once we receive and inspect your return, we will notify you by email of approval or rejection.
- Inspection time: Up to 7 business days after we receive the item.
- Refund issued: Within 2–7 business days of approval.
- Refund method: Refunds are issued to your original payment method. Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear in your account.
- Store credit option: Instead of a refund to your original payment method, you may request store credit of equal value, which can be used on future orders.
8. Partial refunds
In some cases, only a partial refund may be granted, for example:
- Items returned outside the 30-day window (at our discretion)
- Items not in their original condition or with damaged packaging
- Items with missing tags or accessories
9. Order cancellations
You may cancel your order within 24 hours of placing it for a full refund, provided it has not yet been shipped. Email us as soon as possible at [email protected]. After 24 hours, the order will likely have entered processing and cannot be cancelled — you may still return it once received under this policy.
10. Lost, stolen or undelivered packages
If your tracking shows your package as delivered but you have not received it:
- Check with neighbours, household members and your local delivery point.
- Wait 48 hours, as packages are sometimes marked “delivered” early.
- Contact your local carrier.
- If still unresolved, contact us at [email protected] and we will assist in opening an investigation with the carrier.
If a package is lost in transit (not delivered after the expected timeframe), please contact us and we will arrange a replacement or refund after the carrier investigation is complete.
11. Customs and refused packages
If you refuse a package or fail to collect it from your local carrier, and it is returned to us, any return shipping fees and customs charges may be deducted from your refund.
12. Right to cancel (UK & EU customers)
If you are a consumer in the UK or EU, you have a statutory right to cancel your order within 14 days of receiving it, without giving any reason, under the Consumer Contracts Regulations 2013. To exercise this right, email us at [email protected] within 14 days of delivery. The item must then be returned within 14 days of your cancellation notice, in resaleable condition. Return shipping is at your cost. Your statutory rights apply in addition to our standard 30-day return policy described above.
13. Contact
For any return, refund or exchange questions:
Cozy Onesies
Email: [email protected]
Phone: +44 7362 027629
Address: 275 New North Road, Islington Suite 1019, London N1 7AA, United Kingdom
Support hours: Monday–Friday, 9:00–20:00 (GMT+1)