FAQ
Frequently Asked Questions
Welcome to the Cozalie FAQ. Here you’ll find answers to common questions about ordering, shipping, returns, payments, warranties, and more.
Do you offer free shipping?
Yes. Cozalie offers free standard shipping on all orders, including larger and heavier items.
There is no minimum order value required.
Where do you ship?
We ship to customers in countries around the world, subject to product availability, carrier coverage, and any destination-specific restrictions.
How long does delivery take?
Our current estimated delivery times are:
United States: 4–5 business days
International orders: 6–7 business days
These are estimates and may occasionally be affected by carrier delays, customs, weather, public holidays, or other circumstances outside our control.
Where are your products shipped from?
The majority of orders for U.S. customers are fulfilled through our U.S.-based fulfillment network.
Depending on product availability and your destination, certain items may be fulfilled from other locations within our global fulfillment network.
When will I receive my tracking number?
Tracking information is normally sent after your order has been processed and dispatched.
After receiving your tracking number, please allow up to 24 hours for the carrier's tracking system to update.
Why did I receive only part of my order?
If you order multiple products, they may occasionally be shipped in separate packages.
This can happen when products are stored at different fulfillment locations.
You may therefore receive:
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Multiple packages
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Different delivery dates
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More than one tracking number
There is no additional shipping charge when your order is divided into multiple shipments.
Can I cancel or change my order?
Please contact us within 12 hours of placing your order if you need to cancel it or make a change.
Because we process orders quickly, we cannot guarantee changes or cancellations once the order has entered fulfillment or been dispatched.
Contact us at:
I entered the wrong shipping address. What should I do?
Contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to update the address.
Once an order has already shipped, we cannot guarantee that the shipping address can be changed, and Cozalie cannot accept responsibility for delivery problems caused by incorrect information entered at checkout.
What happens if my package is lost?
If your package appears to be lost in transit, contact us and we will investigate the shipment.
If the order is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund.
What is your return policy?
Eligible products may be returned within 30 days of delivery.
Items should generally be:
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In their original condition
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Unused or only reasonably inspected
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In their original packaging where possible
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Accompanied by your order information or proof of purchase
Please see our Returns & Refunds Policy for complete details.
What if my item arrives damaged or defective?
If your product arrives damaged, defective, incorrect, or missing important components, please contact us within 7 days of delivery.
Email:
Please include:
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Your order number
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Description of the problem
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Clear photos or video where possible
Once reviewed, we may provide a replacement, refund, replacement part, or another appropriate solution.
Do I have to return a low-value item?
Not always.
For certain lower-value products, physically returning the item may not be practical.
Depending on the circumstances, we may offer a:
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Refund
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Partial refund
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Replacement
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Store credit
without requiring the item to be returned.
Any mandatory consumer rights available in your country will continue to apply.
How long do refunds take?
Once your refund has been approved, Cozalie generally processes it within 5–10 business days.
Your bank, card provider, PayPal, or other payment provider may require additional time before the money appears in your account.
Refunds are normally issued to your original payment method.
Do your products have a warranty?
Yes.
Unless otherwise stated on the product page, eligible Cozalie products include a 90-day warranty from the date of delivery.
The warranty generally covers qualifying manufacturing, workmanship, or material defects under normal intended use.
It does not normally cover damage caused by accidents, misuse, improper installation, unauthorized modification, normal wear and tear, or incorrect care.
Please see our Warranty Policy for complete details.
What payment methods do you accept?
Available payment methods may include:
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Visa
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Mastercard
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American Express
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Shop Pay
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Apple Pay
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Google Pay
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PayPal
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Other secure payment options displayed at checkout
Available methods may vary depending on your country or device.
Is my payment information secure?
Our store is powered by Shopify, and payments are processed through established payment providers.
Cozalie does not normally store your complete payment-card information directly.
Please see our Privacy Policy for more information about how customer information is handled.
Are there international shipping fees?
Cozalie currently offers free standard shipping on international orders.
Destination-specific customs rules, import restrictions, or government requirements can vary by country. Where applicable, these may be handled according to local regulations and the information provided during checkout.
Can I track my order?
Yes.
Once your order has been dispatched, you should receive tracking information by email.
Please allow up to 24 hours for tracking information to become active.
Can I subscribe to Cozalie emails?
Yes.
You can subscribe to receive information such as:
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New product launches
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Special offers
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Home organization inspiration
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Store updates
You can unsubscribe from promotional emails at any time using the unsubscribe link contained in the email.
Do you send promotional SMS messages?
No. Cozalie does not currently use customer telephone numbers for SMS marketing.
A telephone number provided during checkout may still be used when necessary for shipping, delivery, order verification, or customer support.
How can I contact Cozalie?
For questions about products, orders, shipping, returns, refunds, or warranty claims, contact us at:
Email: cozaliehome@gmail.com
Our email inbox and online contact form are available 24/7, and our support team will respond as soon as reasonably possible.
You can also follow Cozalie on Pinterest and Instagram.
Cozalie
Beautiful spaces. Smarter living.