Frequently Asked Questions

What is Cozy?

Cozy is Britain's premium online department store, with curated and exclusive products from handpicked suppliers at the most comfortable prices.

Our trading teams curate the best products from hundreds of handpicked vendors for you and your home. Start by browsing our select ranges for Women, Men and Children.

What counts as proof of purchase?

If you're requested to provide proof of purchase, you can use any of the below to prove your consumer rights to the purchased product:

  • Order confirmation e-mail;
  • Order number;
  • Card/bank statement with billing date and amount showing in £ from the card used to purchase the goods.

If you are unable to provide any of the above we will not be able to verify your claim. You can checkout our Help & Support page for more information or contact us via e-mail for general support, vendor disputes and product related queries.

Where do you deliver?

Our vendors deliver across mainland UK and Northern Ireland. Smaller items can also be delivered to the Scottish Islands, Isles of Scilly, Isle of Man. Where products are delivered directly by our suppliers we may not always have access to current stock levels and delivery restrictions may apply to Northern Ireland and Scottish Highlands. Ensure that the products you are ordering comply with such restrictions to avoid hinderence.

Unfortunately, we don’t currently deliver abroad… but we have plans for international logistics and expansion.

When will my order be delivered?

Our vendors use the fastest ways of shipping your products out, we use Mainland UK and European logistics partners to deliver your products as soon as possible. 

All orders will come with a tracking numbers which we will supply to you, including instructions on where to track your order.

How can I pay for my product?

We accept all major credit and debit cards, and we also accept payments via PayPal. 

These include but are not limited to:

  • American Express;
  • VISA;
  • Master Card;
  • Discover;
  • JCB.

All transactions are securely proccessed using our payment partners.

Payments made using international credit and debit cards, including charge cards incur an exchange rate conversion fee which is processed by your credit card provider or bank not us.

How do I know my online order has actually gone through?

Here are the tell-tale signs:

  • When you’ve finished, an order number appears on your screen. (Keep a note of this in case you have any questions later.)
  • We’ll ping you a confirmation email just to reassure you. (If you can’t find it, check your Junk folder as it might be hiding in there.)
  • If you ordered and paid online, you can also head to Your Orders and check your recent orders.

Can I add something to an existing order?

Unfortunately, we do not support order changes once you have completed your checkout. 

If you would like to buy additional products, you will need to place a new order. 

How can I raise a dispute?

If you believe your product did not arrive, or arrived damaged, you can raise a dispute by using one of the available support options in our Help & Support page.

Can I use the same account on Cozy Community?

Unfortunately we do not support cross-channel communication between and Cozy Community due to security reasons.

You are free to create a seperate account with the same details and e-mail information on Cozy Community however as there are no restrictions.

How can I check the service status?

If you believe Cozy is not loading or you are experiencing other difficulties, you can head over to to see any service interruptions and get live updates from us. uses cookies to provide you with services you require. By continuing to use you agree to our Privacy Policy.