FAQ
Answers to the questions we get asked most.
General information
What is Cozella's guarantee?
Every Cozella is covered for 12 months against manufacturing faults. If a seam goes or the fabric fails in normal use, we replace it.
This does not cover general wear or damage from misuse.
How can I get in touch?
Email hello@cozella.co.uk with your order number and we will come back to you within one working day.
How do I apply a discount code or gift voucher?
Add your code at checkout. On mobile, tap “Show order summary” at the top of the page to find the code field.
Order & shipping
What are the delivery costs?
Orders over £75 ship free with express delivery. Below that, a flat rate applies and is shown at checkout.
When can I expect my order?
Orders are dispatched within 1 to 2 working days. UK standard delivery is typically 2 to 3 working days after dispatch. Express is next working day.
How can I change or cancel my order?
Contact us as soon as possible. Once an order has been dispatched we cannot change it, but you can return it once it arrives.
I haven't received an order confirmation.
Check your spam folder and search your inbox for “Cozella”.
If there is nothing, email us and we will resend it.
Can I track my order?
Yes. You will get a dispatch email with a tracking link as soon as your order leaves us.
I have not received my order, what should I do?
Check the tracking link first. If it has not moved in a few days, email us with your order number and we will chase it.
Exchanges & returns
What is your return policy?
You have 30 days from delivery to return an unworn Cozella in its original condition.
Start a return by emailing us with your order number.
What is the return period?
30 days from the day your order is delivered.
What are the return costs?
If the item is faulty or we sent the wrong thing, we cover return postage.
For change of mind, return postage is yours to cover.
Can I exchange my item?
Cozella comes in one size, so exchanges are usually a colourway swap. Email us and we will sort it, subject to stock.
How long does a refund take?
Once your return arrives and is approved, refunds go back to the original payment method. Banks typically take 3 to 5 working days to show it.
Received a damaged item?
Email us within 48 hours of delivery with your order number and a photo, and we will replace it.
Products
What is Cozella made of?
A breathable natural fibre outer with a full sherpa lining, hood included.
It is OEKO-TEX Standard 100 certified, meaning it has been tested for harmful substances.
How do I wash it?
Machine wash cold on a gentle cycle with a mild detergent, and wash it before first use.
Tumble dry low. Do not iron or dry clean.
It should soften with washing rather than matting.