• What is your Shipping Policy?
  • How much is shipping?
  • Do I qualify for a free shipping?
  • What countries do you ship to?
  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • How do I cancel my order?
  • I made a mistake with my order! Can I still update it?
  • Can I track my order?
  • Can I return or exchange an item?
  • Exceptions / non-returnable items
  • How do I return an item?
  • Where is my refund?
  • What we collect
  • How we use your information
  • Sharing your Information
  • Behavioural advertising
  • Do not track
  • Your Rights
  • Data retention
  • Changes
  • How to contact us
  • How can I join the cosy Rewards Program?
  • How do I earn cosy Rewards Points?
  • How to redeem points?
  • What can I get with my points?
  • Colour / Image
  • Free Gift

Ordering & Shipping

What is your Shipping Policy?

We aim to ship parcels within 1 business day.

All orders are shipped via Australia Post from our location in Sydney, Australia within 24-48 hours of us receiving your order (excluding weekends and public holidays).

Please expect slightly longer processing times during sale periods.

For information on delivery times to your state, please refer to the Australia Post website: https://auspost.com.au/service-updates/domestic-delivery-times

Please ensure that you have entered the correct shipping address at checkout, as we will ship your order to the exact address as entered. If the parcel is returned to us due to an incorrect address, a postage and handling fee of $20 will be required to resend the package.

We also strongly recommend you to use a shipping address where someone is available to receive your parcel during business hours between Monday to Friday. All parcels are shipped with "Authority to Leave" (unless the "Signature on Delivery" option is elected at checkout), which means your local postie has the authority to leave the parcel in a safe location in the premises if no one is available to receive it.

Cosy Australia is not responsible for lost or stolen packages once the tracking number indicates that the delivery has been completed.

If there is no where safe to leave your parcel within the premises, we strongly recommend you to select "Signature on Delivery" at check out. This ensures that if nobody is available to receive your parcel, it will be taken to the nearest Australia Post office for collection.

How much is shipping?

Australia Shipping Fees

There are Standard and Express shipping options.

Final order value / Weight Standard  Express
< AUD$120 & <= 500g AUD$7  AUD$10
< AUD$120 & > 500g AUD$9  AUD$12
AUD$120 + FREE  AUD$3

You may also elect for 'Signature on Delivery' for an additional $2 on top of the above shipping fees.

International Shipping Fees

We also ship to New Zealand via Australia Post. Shipping rates are dependent on the weight of the order.

Weight Standard Express
up to 250g AUD$10 AUD$25
up to 500g AUD$13 AUD$28
up to 1kg AUD$19 AUD$34
up to 2kg AUD$30 AUD$45

For more information on delivery times to New Zealand, please refer to the Australia Post website:


Do I qualify for a free shipping?

Orders with a final total value of at least $120 or more qualify for free Standard shipping Australia-wide. If you wish to have your order shipped via Express shipping, you can upgrade your shipping method to Express for only $3.

You can also add "Signature on Delivery" for only $2. 

What countries do you ship to?

We currently only ship to Australia and New Zealand.

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history, earn Cosy Points to redeem for vouchers, and have your shopping cart items and payment details saved for next time.

It’s quick and easy to create an account. Just visit the register page and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@shopcosy.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

If you didn't enter an email address at checkout, you should receive your order confirmation via SMS.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hello@shopcosy.com.au or thru our social media accounts, we may be able to cancel your order before it’s processed. If we've already shipped your order, please refer to our return policy to confirm that your order satisfies our return criteria.

Please note that a cancellation fee of $5 will be deducted from your refund to cover the fees imposed by our payment providers.

I made a mistake with my order! Can I still update it?

We can make updates to your order as long as we haven't dispatched it yet. Simply contact us right away at hello@shopcosy.com.au or our social media accounts and we will do our best to accommodate your request. 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking number which you can use to check the progress of your order online.

Returns & Refund

Can I return or exchange an item?

You can return your item to us at your own cost within 30 days of receiving it, and provided it meets the following return criteria: (1) undamaged, (2) unused, and (3) contained in its original packaging with all tags and labels attached. 

If you wish to exchange an item, the above return policy will also apply, and the cost of sending the replacement item will also be at your own cost. 

Upon the return of the item, we will inspect that it meets the above return criteria. If the item fails to meet the return criteria, the return request will be rejected and the cost of returning the item back to you will be at your own cost.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, items on promotion or if you simply changed your mind.

How do I return an item?

Please contact our customer service team via returns@shopcosy.com.au. Provided the return is within the 30-day cancellation period and meets our return criteria, we will issue you with a return label by email at your own cost.

You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

Please ensure that the item(s) being returned is securely packed as your refund request will be automatically rejected if it gets damaged in transit.

Where is my refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, we will process your refund to be paid back to your original payment method. Please remember it can take some time for your bank or credit card company to process the refund back to your account.

Please note that we will deduct a $5 restocking fee and the cost of the return label from your final refund amount to cover the costs involved in processing your return.

Privacy policy

What we collect

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How we use your information

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Sharing your Information

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/.

You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioural advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Do not track

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

Your Rights

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Data retention

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.


We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

How to contact us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at privacyofficer@shopcosy.com.au.

Rewards Program

How can I join the cosy Rewards Program?

To join the cosy Rewards Program:

  1. Click on the Rewards icon at the bottom of our website.
  2. A pop-up will display 2 buttons: 'Join' or 'Sign In'. Click 'Join'.
  3. Create an account by inputting the required information (First Name, Last Name, Email and Password).
  4. Click 'Create'.
  5. You will receive a welcome email and a bonus 50 cosy points from our Rewards Program provider.


How do I earn cosy Rewards Points?

The cosy Rewards Program is our way to say thank you to our cosy customers. Through our rewards program, you can earn points by completing points-earning activities. These points are redeemable for store vouchers. 

The following table sets out the number of points you'll earn for each of the points-earnings activities:


How to redeem points?

Once you have accumulated enough cosy Rewards Points, you can claim them for store vouchers. Please refer to the next section for more information on what you can redeem your points for. 

To redeem your points:

  1. Click on the Rewards icon at the bottom of the page.
  2. There are two buttons: 'Join' or 'Sign In'. Click the 'Sign In' button.
  3. Sign in to your account by entering the required fields.
  4. Click on the Rewards icon again, then click 'Redeem Points'. 
  5. Select your Reward by clicking 'Redeem'. You will only be able to redeem for a specific reward if you have sufficient points for that reward. 

Your unique voucher code will appear on your screen. You will also receive an email with the voucher code should you wish to use it at a later time. Please check your junk mail if you did not receive an email. Otherwise, please email us at hello@shopcosy.com.au and we can retrieve the voucher code for you. 

What can I get with my points?

Once you have enough cosy Rewards Points, you can redeem them for store vouchers. Here's what you can get with your rewards points:



Colour / Image

The information provided on this website is for general information purposes and use only. Every endeavour is made to keep the product information complete and correct, however the customer is responsible for ensuring the product they purchase is suitable for their specific requirements. For personalised service and recommendations, please contact us via our contact us page. Please note any advice given by our staff will be based on the information provided at the time by the customer and therefore Cosy Australia will only be responsible for correct advice per that information, not the actual situation.

Despite every effort to provide accurate images of each product's colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the installation location, slight differences in product finishes over time and other factors. Cosy Australia will not accept responsibility for any colour or design differences that are not factory faults. In purchasing from Cosy Australia, you agree to accept the small risk that there will be a slight variation between the actual colour and design, and the representation on our website. In addition, please be aware that colours and textured finishes often vary between manufacturers; for example slightly different shades of ‘White’, different degrees of shininess, and different looks and feel for ‘bamboo’ material.

Any returns for a product due to customer dissatisfaction with a finish (that is not a fault) will need to comply with Cosy Australia's Refund Policy.

Free Gift

Limit 1 gift per order. We reserve the right to remove the gift when you do not meet the specified purchase requirement. We may also change the gift in your order without prior notice should the selected gift run out of stock.