ORDERS
Where is my order?
Once your order has been shipped, you’ll receive an email with a tracking link so you can follow its journey. Because we make each item to order, please allow 2–5 business days for production before your item is packed and shipped.
If your order hasn’t arrived within 15 business days after the estimated delivery window, please email us at support@cozyquay.com and we’ll be happy to help.
Can I change or cancel my order?
We start processing orders shortly after they’re placed, so changes or cancellations can only be made within a very short window.
If you need to update or cancel your order, please email us at support@cozyquay.com as soon as possible.
We’ll do our best to assist, but we can’t guarantee changes once production has begun.
What should I do if I received the wrong item?
We’re so sorry for the mix-up!
Please email us at support@cozyquay.com with your order number and photos of the item you received.
We’ll work quickly to resolve this and ensure you get the correct product.
Can I change my shipping address?
If you need to update your shipping address, contact us at support@cozyquay.com immediately after placing your order.
Once production has started or the order has shipped, we’re unfortunately unable to make address changes.
I didn’t receive an order confirmation email
Please double-check your spam or promotions folder first.
If you still don’t see it, email us at support@cozyquay.com with your name and any details you have.
We’ll confirm your order and resend the email if needed.
SHIPPING
When will my order ship?
We make each item to order to reduce waste and deliver the best quality.
Please allow 2–5 business days for us to create and pack your order. Once it ships, you’ll receive an email with a tracking link.
How long does delivery take?
Delivery times vary by location:
• Ireland & UK: 5–10 business days
• EU: 5–12 business days
• USA & Canada: 7–14 business days
• Rest of World: 10–20 business days
Please note these are estimates. Customs or local postal delays can sometimes affect delivery.
Do you offer international shipping?
Yes! We ship worldwide.
Shipping costs are calculated at checkout based on your location and products in your order.
Buyers are responsible for any customs duties or import taxes that may apply.
Will I receive a tracking number?
Absolutely.
As soon as your order ships, we’ll email you a tracking number so you can follow its journey.
What happens if my package is lost or delayed?
If your package hasn’t arrived within 15 business days after the estimated delivery window, please email us at support@cozyquay.com and we’ll investigate it right away.
We’re always here to help.
REFUNDS & RETURNS
What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Because our products are made to order, we only accept returns for items that arrive damaged, misprinted, or incorrect.
Please inspect your order upon delivery and contact us within 7 days if there’s an issue.
How long do I have to return an item?
You have 30 days from the date you receive your order to request a return.
For EU customers, you also have the right to cancel or return your order within 14 days under the EU cooling-off period, no questions asked.
How long does it take to receive a refund?
Once we receive and inspect your return, we’ll notify you if your refund is approved.
If approved, it will be automatically refunded to your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to process and post the refund.
How do I start a return?
To start a return, email us at support@cozyquay.com.
If your return is accepted, we’ll provide you with a prepaid return label and instructions on how and where to send your package.
Returns sent without prior approval won’t be accepted.
Can I exchange an item for a different size or color?
Because our products are made to order, we do not offer direct exchanges for size or color.
The best way is to return your original item (if eligible), and once accepted, place a new order for the preferred item.
If you have any questions, feel free to email us at support@cozyquay.com.
GENERAL QUERIES
How can I contact customer support?
You can reach us anytime at support@cozyquay.com.
We aim to reply within 1–2 business days, but often much sooner.
We’re always happy to help!
Do you restock sold-out items?
Some of our most popular items and core styles are restocked regularly.
However, many of our pieces are limited runs or seasonal, so we recommend grabbing your favorites before they’re gone.
For updates on restocks, keep an eye on our Instagram!
Where are you based?
We are proudly based online only, serving customers worldwide.
Our products are made-to-order and shipped from our global production partners to reduce waste and ensure fresh quality.
Do you have a physical store?
No, we are an online-only brand.
This helps us focus on creating high-quality, made-to-order pieces and offer them directly to you without traditional retail markups.
Can I update my account details?
Yes!
Log in to your account on our website to update your email address, shipping information, or other details at any time.
If you need help, email us at support@cozyquay.com and we’ll be happy to assist.
PRODUCT ISSUES
My item arrived damaged
We’re so sorry to hear this!
Please email us at support@cozyquay.com within 7 days of delivery with photos of the damaged item.
We’ll evaluate the issue and arrange a replacement or refund right away.
I received the wrong item
Apologies for the mix-up!
Please contact us at support@cozyquay.com with your order number and photos of what you received. We’ll sort it out quickly and make sure you get the correct item.
I’m missing an item from my order
Sometimes items ship separately depending on availability or print location.
Please double-check your shipping confirmation email for tracking info on each item.
If something is still missing, contact us at support@cozyquay.com and we’ll help immediately.
There is a fault with my product
Quality is our top priority.
If you notice a fault or defect, please email us at support@cozyquay.com with photos and details.
We’ll review it and arrange a replacement or refund as soon as possible.
Do your products come with a warranty?
We do not currently offer a formal warranty.
However, we stand behind the quality of our products.
If something isn’t right, please reach out within 7 days of receiving your order and we’ll make it right.
PRODUCT SIZING
How do I choose the right size?
We recommend checking our sizing guide on each product page before ordering.
If you’re between sizes, consider sizing up for a more relaxed fit or down for a snug fit, depending on your style preference.
Do you have a sizing guide?
Yes!
You’ll find a detailed sizing chart linked on each product page.
It includes measurements to help you choose the best fit for you.
Are your items true to size?
Most of our items are true to size, but fit can vary slightly depending on the style and fabric.
We always recommend reviewing the sizing guide carefully before ordering.
What if my item doesn’t fit?
Because each item is made to order, we currently don’t offer returns for sizing issues.
However, please reach out to support@cozyquay.com if you’re unsure.
We’ll do our best to help before you place your order.
Can I exchange for a different size?
At this time, we are not able to offer size exchanges since each item is made to order.
We encourage you to refer to our sizing guide and contact us if you have questions before purchasing.
GIFT CARDS
Do you offer gift cards?
Yes!
We offer digital gift cards in various amounts. They’re the perfect option if you’re not sure what to choose.
How do I redeem a gift card?
Simply enter the unique gift card code at checkout. The amount will be applied to your order total.
Can I send a gift card by email?
Yes. Our gift cards are delivered digitally via email and can be forwarded directly to the recipient.
Do gift cards expire?
No.
Cozy Quay gift cards do not expire and can be used at any time.
Can I use a discount code to purchase a gift card?
Unfortunately, discount codes cannot be applied to the purchase of gift cards.
PAYMENT METHODS
What payment methods do you accept?
We accept a wide range of payment methods to make checkout easy and secure for you.
Currently, we accept:
• Visa
• MasterCard
• American Express
• Apple Pay
• Google Pay
• Shop Pay
• UnionPay
Additional local options (like iDEAL or Klarna) may be available in certain regions.
Can I pay in installments?
At the moment, we don’t offer installment payment plans directly through our store.
However, if available in your region, Shop Pay Installments may allow you to split your payment over time at checkout.
Is it safe to order online?
Absolutely.
Our store is powered by Shopify and uses secure SSL encryption to keep your information safe.
We never store your payment details.
Everything is securely processed by trusted payment providers.
My payment was declined
If your payment was declined, please check the following:
• Your card details are correct and up to date.
• Your bank or payment provider isn’t blocking the transaction.
• You have sufficient funds or credit.
If the issue persists, try using a different payment method or contact your bank for further assistance.
Can I use multiple payment methods on one order?
No, currently you can only use one payment method per order.
DISCOUNTS
Do you offer first-time customer discounts?
We sometimes run special promotions for new customers.
Be sure to keep an eye on our Instagram for current offers.
How do I apply my discount code?
You can enter your discount code during checkout on the right-hand side of the payment page.
Make sure to click “Apply” to see the discount reflected before completing your order.
Can I use more than one discount code?
Only one discount code can be used per order.
Discount codes cannot be combined with other offers or automatic discounts unless stated otherwise.
Do you offer seasonal or site-wide sales?
Yes!
We occasionally run seasonal sales and special promotions throughout the year.
Be sure to keep an eye on our Instagram to stay updated on upcoming sales.
Why isn’t my discount code working?
Double-check that:
• The code is entered exactly as provided (case-sensitive).
• The code hasn’t expired.
• Your order meets any minimum purchase requirements or product restrictions.
If you’re still having trouble, feel free to contact us at support@cozyquay.com, and we’ll help you out.