FAQ
When will my order ship?
Non-personalised orders are dispatched within 1 working day (Monday–Friday, excluding bank holidays). Personalised items on Standard Delivery need an extra 4–10 working days for embroidery before they’re dispatched.
Need it sooner? Choose Next Working Day Delivery, order by 2pm Monday–Friday, and we’ll personalise and dispatch your order the same day. During busy sale periods, dispatch can take a little longer.
What is the return/exchange policy?
You can return or exchange items within 30 days of delivery, as long as they’re unworn, unwashed and in their original condition with hang tags attached. Personalised items are made especially for you and can’t be returned or exchanged unless faulty.
Read our full returns & exchanges policy.
What shipping methods do you offer?
All orders are shipped from the UK.
UK Standard Tracked Delivery – £4.50
FREE on orders over £50. Arrives within 2–4 working days of dispatch.
UK Next Working Day Tracked Delivery – £7.95
Order by 2pm, Monday–Friday, for delivery the next working day. Includes same-day personalisation.
Channel Islands & Isle of Man – £3.99
FREE on orders over £50. Arrives within 2–4 working days of dispatch.
International
Most international orders arrive within 5–8 days (Switzerland 4–6 working days). Costs and delivery times for your country are shown at checkout. For most destinations, duties and taxes are included, so there’s nothing extra to pay on delivery.
Personalised items on Standard Delivery need an extra 4–10 working days before dispatch. You’ll receive an email with tracking as soon as your order ships.
What payment methods do we accept?
We accept all major credit and debit cards as well as ApplePay, GooglePay, AmazonPay, Klarna, Laybuy, Clearpay and PayPal.
Will a sales receipt be inside my order?
No pricing information is included inside your order, which makes it perfect for gifting.
How do I shop?
When you have made your selection, click on "add to cart". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of your screen and click on "Proceed to checkout" to be led through the checkout process.
If you have any questions or concerns, please contact us by phone at
0161 980 7670, Monday-Friday from 9AM-5PM (GMT) or via email at info@cozycrewclub.com
How do I become a retailer of Cozy products?
Please visit out wholesale page here!
How do I get free delivery?
It's easy spend over $150 and get FREE SHIPPING on every order!
When will my order be delivered?
UK Standard Tracked Delivery arrives within 2–4 working days of dispatch. Non-personalised orders are dispatched within 1 working day, and personalised items need an extra 4–10 working days.
Next Working Day Delivery arrives the next working day when you order by 2pm, Monday–Friday (excluding bank holidays), including personalised items.
How will I know my goods have been dispatched?
As soon as we have dispatched your order, you will receive an email from us confirming the details of your purchase and the delivery method you have chosen. Your dispatch confirmation will also contain details of how to track the progress of your delivery. You can also login at any time to see the status of your order.
How can I track my order?
Tracking details of your order will be emailed to you with your dispatch confirmation. Alternatively, if you are a registered customer, these details can also be located within your order history, simply by logging into your account area and viewing your order history.
How are products personalised?
Most of our products are personalised using embroidery. It provides a much better effect than the print alternatives and creates a permanent effect on the items improving their appearance.
Can I provide a gift message?
Yes, during purchase of a gift card there is an option to add a message or on the cart page you will have a box available for you to write your own personal message to be sent with the gift.
What happens if I miss my delivery?
Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier will leave a 'while you were
out' card where you will have the option to re-arrange delivery or collect from your local sorting office. Should the courier be unable to complete delivery and the parcel has been left at the depot for over
1 week, your order will be returned to us. In these cases Cozy Crew Club reserve the right to charge you again for any re-send costs that we
incur.
What if I no longer require the order or need to exchange?
No problem. You can return or exchange items within 30 days of delivery through our returns & exchanges portal, as long as they’re unworn, unwashed and in their original condition with hang tags attached.
If anything arrives damaged, faulty or incorrect, email returns@cozycrewclub.com within 30 days of delivery and we’ll put it right. Personalised items can’t be returned or exchanged unless faulty. See our returns & exchanges policy for full details.
Do you deliver outside the UK?
We do deliver outside of the UK. If you select your products as normal and then in the shipping section of the checkout, please change the country to your preferred location.
Most international orders arrive within 5–8 days (Switzerland 4–6 working days). Delivery costs and times for your country are shown at checkout.
If for any reason we haven't been able to answer your question then please send us an email to info@cozycrewclub.com we would love to hear from you.
I would like to make a change to my order.
If you would like to amend your order, email us at info@cozycrewclub.com within 1 hour of placing the order. Please include your order number and the change(s) you would like to make.
Please note that we cannot guarantee changes requested after 1 hour, as your order may already be in production.
My item is faulty, what do I do?
Please email returns@cozycrewclub.com or message our Live chat within 30 days of delivery, with photos of the fault and your order number, and we’ll replace the item or refund you in full.
Shipping Policy
Delivery Locations & Timing
We deliver worldwide, Monday to Friday. UK Standard Tracked Delivery arrives within 2–4 working days of dispatch, and Next Working Day Delivery arrives the next working day when you order by 2pm, Monday–Friday. Most international orders arrive within 5–8 days. Non-personalised orders are dispatched within 1 working day; personalised items on Standard Delivery need an extra 4–10 working days. In the rare event of a delay, all orders will be delivered within 30 days of order confirmation.
Shipping Confirmation
Once your order has shipped, you’ll receive an email with tracking details and an estimated delivery date.
Delivery Address Accuracy
To avoid delays or missed deliveries, please double-check your address and postcode at checkout. Cozy Crew Club cannot be held liable for orders with incorrect addresses provided at checkout.
Receipt Verification
Please inspect your package upon delivery. If it arrives damaged, faulty or incorrect, email returns@cozycrewclub.com within 30 days of delivery and we’ll put it right. We consider deliveries accepted 30 days after receipt unless otherwise notified.
Shipping Charges
Shipping fees are based on location and order volume and will be calculated at checkout. For most destinations, duties and taxes are included at checkout. Where they aren’t, any customs fees or import taxes are the responsibility of the customer.
Returns Policy
Returns & Exchanges (30 days)
You can return or exchange items within 30 days of delivery. Items must be unworn, unwashed and in their original condition, with all hang tags attached. Sets, bundles and pairs (e.g. mittens or booties) must be returned together.
Exchanges
We offer direct exchanges for a different size, colour or item, subject to stock. Request your exchange through our returns & exchanges portal.
Personalised Items
Personalised items are made especially for you and can’t be returned or exchanged unless faulty.
Return Costs
UK returns are made through our returns portal, and a £2.50 returns fee is deducted from your refund. International returns are sent back at your own cost; we recommend a tracked service and keeping your proof of postage.
Refunds
Refunds are made to your original payment method within 14 days of us receiving your return. Original delivery charges are non-refundable, except for damaged, faulty or incorrect items.
Damaged, Faulty or Incorrect Items
Email returns@cozycrewclub.com within 30 days of delivery with your order number and a photo, and we’ll replace the item or refund you in full, including delivery.
