Money Back Guarantee & Returns Policy

We are so confident that you will be delighted with your Coze purchase, however if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging as part of our Money Back Guarantee.

We will be more than happy to exchange the item or give you a full refund. We're unable to refund original carriage charges but will not charge carriage on any replacement items we send out.

You have the right to cancel your order and return the goods within 14 days of receipt, providing you return the goods with a completed Returns Form. 

The return of pillows is excluded from our returns policy for hygiene reasons, except in accordance with your legal rights and if the packaging has been not been broken.

Please note, embroidered products are not eligible for a return unless faulty.

• FAULTY ITEMS

  In the unlikely event that you receive a faulty item, then you can return the item provided the fault has been identified within 30 days of receipt. The returns procedure remains the same, except that we will also refund any (standard) postage charges you have incurred when returning the goods. Please take care to follow all care instructions provided with your goods as we will not accept responsibility if faults are due to the instructions not being adhered to.

• ARRANGING AN EXCHANGE

  If the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.

• DELIVERY CHARGES

  Delivery charges will be as follows:
  Standard 3-5 working days over £50 = free of charge
  Standard 3-5 working days under £50 = £5.50
  Next Working Day = £12.00 order by 1pm
  Saturday = £15.50 (order by 1pm Friday)
  European deliveries = £35.00
  Africa & America deliveries = £50.00
  Asia & Oceania deliveries = £100.00

  Please note, following the changes on 01.01.2021, VAT is charged by Coze at 20% however European customs charges now apply and are the responsibility of the customer. For goods costing more than £135, customs duties may also apply, which can range from 0% to 25% of the product. Depending on the country, these fees can usually be paid directly to the driver. Please note - Unfortunately, orders returned due to unpaid fees cannot be considered for refunds, as we are automatically burdened with the associated importing charges.  For more information please see European Commission

• EMBROIDERY

  Embroidery will be £12.00 for a maximum of 2 words (if embroidery is more than 2 words or a specific logo then please contact us directly for a quotation). Please note, embroidered products are not eligible for a return unless faulty.

• HOW DO I RETURN SOMETHING?

  Goods can be returned by post or carrier (at your own cost) and must be sent with a completed Returns Form.
  
  Make sure your items are securely packaged and sent to:
  
  Returns Department,
  
  Coze
  c/o Gailarde
  Unit 30
  Oakwood Business Park
  Old Great North Road
  ​Sawtry
  Cambridgeshire 
  PE28 5XN 
  
  
  Parcels are returned at your own cost, and we would suggest that you obtain a certificate of posting from the Post Office as we are not responsible for your parcel whilst in transit. We can also offer to send a carrier to your home to collect the goods – this will incur a charge which is available on request.