Delivery, Returns & Refunds
How long is delivery?
Please allow time for dispatch, during busy or disrupted times this may take longer than usual. Dispatch times are usually within 2 working days for in-stock items (sometimes we may need to make your candles due to a surge in demand)
If you need your order for a specific date, select express delivery, or call us after placing your order to confirm the date needed by.
Delivery speeds can vary, but we use 48 hour tracked delivery for all orders.
Express delivery is a 24 hour service.
How can I return my item?
Cozy Glow Store Return Policy
You can indicate your intent to return within 14 days or receiving your product. You have a further 14 days after indicating your intent to return to then return your products or arrange for their collection.
Standard Return Policy
Returns can be arranged via our online order status website.
Returns are subject to Cozy Glow's Sales and Refunds Policy. You can indicate your intent to return within 14 days of receiving your product. You have a further 14 days after indicating your intent to then return your products or arrange for their collection. This option is in addition to your consumer rights to return defective products.
If you do wish to return your order, or just certain items from it, please contact us. Be sure to to provide the following details:
- Your Web Order Number.
- The full address from where we can collect the goods.
- A contact phone number.
Once we receive your item, a refund is initiated immediately. If you cancelled a pickup item and you were billed for it, we initiate your refund immediately after you submit your cancellation request. The way your refund is processed depends on your original payment method:
If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
Exchange an Item
If you purchased your item from a Cozy Glow Store, you can return it to any Cozy Glow Store in the same country for an exchange. Item exchanges are subject to in-store product availability. It's a good idea to check in-stock availability by contacting the Cozy Glow Store. Personalised items may not be eligible for exchange at a Cozy Glow Store.
Items ordered on cozyglow.co.uk that arrived damaged or are incorrect can be returned to any Cozy Glow Store in the same country, or by contacting Customer Service.
Cozy Glow Scented Products Guarantee
Return your Cozy Glow scented product purchased from the Cozy Glow Online Store at cozyglow.co.uk or from a Cozy Glow Retail Store, in the same (unused) condition with the original receipt and original packaging and exchange the product for an alternative scent for free (additional shipping for orders outside the United Kingdom may apply) or receive a refund for the product (excludes cost of shipping).
How long does it take to process my refund?
Once your goods are back at Cozy Glow's warehouse, your refund will be processed. Please allow 5-7 days for the refund to reach your account. For cash payments such as wire transfer, we will require your bank details, including IBAN/SWIFT, to proceed with the refund to your account.
What happens if I have received a defective item?
If you're having trouble with your new Cozy Glow product or believe it is defective, please contact Cozy Glow Care immediately to report your defective product. If you are having trouble with non-Cozy Glow branded products, or believe it is defective, please contact Cozy Glow Store Customer Service immediately to report your defective product.
Cozy Glow Scented Products Guarantee or, in the case of products that are not Cozy Glow-branded, the product manufacturer’s warranty (as appropriate) are separate from and in addition to consumer rights provided under UK consumer law.
My invoice has not been shipped with my order.
If you do not receive this invoice, or if you require an additional copy for your records, you will be able to print your invoice on our website.