FAQ

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.

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.

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.

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.

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.

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).

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.

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/.

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.

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.

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.

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.

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.

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:

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. 

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

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.