FAQ
Frequently Asked Questions
Questions? We're Here to Help.
At Cozy Wing, we want your shopping experience to be as comfortable as the home you're creating.
Whether you're looking for information about your order, delivery, payments or returns, we've answered some of the most common questions below.
Can't find what you're looking for? Our customer support team is always happy to help.
Orders & Shipping
How long will my order take to arrive?
Our estimated delivery time is 6–10 business days, including order processing and shipping.
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Processing time: 1–3 business days.
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Shipping time: 5–7 business days.
Please note that delivery times are estimates and may vary due to carrier delays, public holidays or other unexpected circumstances.
For more information, please see our Shipping Policy.
Do you offer free shipping?
We aim to make shopping with Cozy Wing simple and affordable.
Shipping costs, including any available free shipping offers, are clearly displayed at checkout before you complete your purchase.
You will not be charged additional shipping fees if your order is delivered in separate parcels.
Where do you deliver?
Cozy Wing focuses on customers throughout the United Kingdom.
Delivery availability is confirmed during checkout based on your shipping address.
Some remote areas may require additional delivery time.
If you are unsure whether we can deliver to your location, please contact our customer support team before ordering.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information, where available.
You can use this information to follow your parcel's progress.
Tracking updates may take 24–72 hours to appear after dispatch.
My tracking hasn't updated. Is that normal?
Yes. Tracking information may occasionally take time to update, particularly when parcels are moving between distribution centres or through international shipping networks.
If your tracking information has not updated for more than 5 business days, please contact us with your order number.
Why are my items arriving separately?
Sometimes products from the same order are dispatched from different fulfilment locations.
This means your items may arrive in separate packages and on different dates.
Don't worry — there are no additional shipping charges for split deliveries beyond the amount agreed at checkout.
Will I need to pay customs or import fees?
Any mandatory additional charges will be disclosed before purchase as required by applicable law.
If a shipping carrier asks you to pay an unexpected customs or import charge, please contact Cozy Wing before making the payment.
Can I change my delivery address?
If you notice an error in your shipping address, please contact us as soon as possible.
We will do our best to update the details before your order is dispatched.
Unfortunately, we cannot guarantee address changes once an order has entered the shipping process.
My order hasn't arrived. What should I do?
If your order has not arrived after 15 business days, please contact us with your order number.
We will investigate the delivery status with the shipping provider and help resolve the situation.
If your parcel is confirmed lost, we will arrange an appropriate replacement or refund in accordance with your consumer rights.
Tracking says delivered, but I haven't received anything.
We recommend checking around your property, any designated safe places and with household members or neighbours.
You can also review any delivery notifications from the carrier.
If your package still cannot be located, please contact Cozy Wing.
We will investigate and provide an appropriate resolution.
Returns & Refunds
Can I cancel my order?
Yes. If you would like to cancel an order before dispatch, please contact us as quickly as possible.
If your order has already been shipped, you may still exercise your applicable consumer cancellation rights.
For eligible online purchases, UK customers generally have 14 days after delivery to notify us that they wish to cancel.
What is your return policy?
We want you to feel confident when shopping with Cozy Wing.
For eligible change-of-mind returns, you generally have 14 days after receiving your order to notify us of your decision to cancel.
You then have a further 14 days to send the products back.
Some products may be excluded from change-of-mind returns under applicable law.
Please see our Refund & Returns Policy for complete information.
How do I return an item?
To start a return, contact our customer support team.
Please include your order number and the product you wish to return.
We will provide the appropriate return instructions and return address.
Please do not send products to an address that has not been confirmed by our support team.
Who pays for return shipping?
If you are returning an eligible item because you've changed your mind, you may be responsible for the direct return shipping cost.
If the product is faulty, damaged, incorrect or not as described, Cozy Wing will cover reasonable return costs where required by law.
My item arrived damaged. What should I do?
We're sorry if your order arrived in less-than-perfect condition.
Please contact us as soon as possible with:
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Your order number.
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A short description of the issue.
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Photos of the damaged item and packaging, if possible.
We recommend getting in touch within 7 days to help us investigate promptly.
This recommendation does not affect your statutory consumer rights.
We'll review the situation and arrange an appropriate replacement or refund.
I received the wrong item. What should I do?
If you received an incorrect product, please contact us with your order number and a photograph of the item.
We'll investigate the issue and arrange the correct product or an appropriate refund.
You will not be responsible for reasonable return costs caused by our error.
What if my item becomes faulty after delivery?
Under applicable UK consumer law, customers generally have a short-term right to reject faulty products within the first 30 days.
After this period, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.
Your statutory rights remain protected.
Can I exchange an item?
We do not currently offer direct exchanges for change-of-mind returns.
If you'd like a different product, size or colour, you can return the original eligible item and place a new order.
If your item is faulty or incorrect, we will provide an appropriate remedy in accordance with applicable law.
Are there any products I cannot return?
Some products may be excluded from change-of-mind returns, including:
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Personalised or made-to-order products.
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Certain sealed hygiene products after opening.
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Perishable products.
These exclusions do not remove your legal rights if an item is faulty, damaged or not as described.
When will I receive my refund?
For eligible cancellation returns, refunds are generally processed within 14 days of receiving the returned goods or evidence that they have been sent back, whichever occurs first.
Once processed, your bank or payment provider may require additional time to display the funds.
How will my refund be issued?
Refunds are normally returned to the original payment method used at checkout.
We do not charge administrative fees for legally required refunds.
Payments & Checkout
Which payment methods do you accept?
Cozy Wing offers secure payment options through our online checkout.
Depending on availability, these may include:
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Visa.
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Mastercard.
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American Express.
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PayPal.
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Apple Pay.
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Google Pay.
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Shop Pay.
The payment methods available for your order will be displayed during checkout.
Is it safe to shop on Cozy Wing?
We take payment security and customer privacy seriously.
Our checkout uses secure payment processing systems designed to protect your information.
Cozy Wing does not directly store your full payment card details or security codes.
When will I be charged?
Payment is normally collected when you place your order.
If your order cannot be accepted or is cancelled before fulfilment, any payment collected will be refunded as required.
What should I do if my payment is declined?
If your payment is unsuccessful, please check:
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Your card details.
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Your billing address.
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Available funds.
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Any required bank verification.
You can also try another payment method available at checkout.
If the problem continues, please contact your bank or payment provider.
What currency do you use?
Prices are intended to be displayed in British Pounds Sterling (£ GBP) for our UK customers.
The final currency and amount charged will be shown at checkout.
Is VAT included in your prices?
Applicable VAT is included or displayed in accordance with relevant tax requirements.
Your final order total will be visible before you confirm payment.
Can I request an invoice?
Yes. If you need a receipt or invoice, please contact our customer support team with your order number.
VAT invoices will be provided where applicable and legally required.
Products & Home Decor
What kind of products does Cozy Wing sell?
Cozy Wing brings together a collection of home decor and everyday home essentials designed to add comfort, character and style to your space.
Our focus is on thoughtful details, practical finds and pieces that help make a house feel more like home.
Will the product look exactly like the pictures?
We make every effort to present our products as accurately as possible.
However, colours may appear slightly different depending on your screen settings and lighting.
Please check the product description for measurements, materials and other details before purchasing.
How do I know which product is right for my space?
We recommend reviewing the product dimensions, colour options and descriptions carefully.
For decorative items, it's also helpful to measure the space where you plan to display them.
If you have a specific question about a product, feel free to get in touch before ordering.
What if a product is out of stock?
Product availability may change from time to time.
If an item becomes unavailable after you place your order, we will contact you and arrange an appropriate resolution, including a refund where necessary.
Do you offer gift options?
Many home decor pieces make thoughtful gifts for friends, family or special occasions.
Gift packaging and personalised messages are only available where specifically offered on the product page or during checkout.
Privacy & Customer Support
How does Cozy Wing use my personal information?
We use personal information to process orders, arrange deliveries, provide customer support and maintain our Website.
With appropriate permission, we may also send marketing communications.
We do not sell your personal information to third parties for their own marketing purposes.
For more information, please read our Privacy Policy.
Can I unsubscribe from marketing emails?
Of course.
If you receive marketing emails from Cozy Wing, you can unsubscribe at any time using the link included in those messages.
You may still receive essential order-related emails.
How can I request access to or deletion of my personal data?
Please contact our customer support team with the subject line "Data Protection Request".
We will review your request and respond within the applicable legal timeframe.
Who is behind Cozy Wing?
Cozy Wing is an online home decor store focused on helping customers create warm, welcoming and personal living spaces.
We believe it's the little details that make a home feel special.
Our aim is to offer stylish, practical and affordable home finds with a simple, enjoyable shopping experience.
You can learn more about our story on our About Us page.
How do I contact customer support?
If you have a question, we're happy to help.
Email: [Your customer service email]
Website: https://cozywing.com
Contact Page: https://cozywing.com/pages/contact
Customer Support Hours: [Your customer service hours]
We aim to respond to enquiries as promptly as possible.
For order-related questions, please include your order number.
How do I make a complaint?
If something hasn't gone as expected, please contact us.
Include your order number, a description of the issue and any relevant supporting information.
We will review your concern fairly and work towards an appropriate resolution.
Still Need a Hand?
We're always happy to help you find the answers you need.
Whether it's a question about a product, delivery or an existing order, don't hesitate to reach out.
Contact Cozy Wing: https://cozywing.com/pages/contact
Cozy Wing — Little touches. Warmer spaces.