Refund policy

Refund Policy

Overview

We want you to love what you ordered. Because our products are made-to-order, please review our policy carefully before purchasing—we're happy to make things right if something goes wrong on our end.

Return Window

We offer a 30-day return policy, measured from the delivery of last item. Return windows are automatically extended to account for weekends and public holidays.

Eligibility

To qualify for a return, items must be:

  • Unworn and unused
  • In their original packaging, with tags attached

Cancellations

You may cancel your order at any time before it has been fulfilled and shipped. To request a cancellation, log into your customer account at account.charliescozyroom.com.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us at support@charliescozyroom.com within 30 days of delivery of the last item with:

  • Your order number
  • Clear photos of the issue

We'll review your case and provide return instructions if needed. Items sent back without prior approval will not be accepted. Please do not mail packages back to our registered business office or our manufacturing facilities; we will issue a dedicated return shipping label and the correct return mailing address once your request is authorized. Return shipping costs are covered by us for verified defective or incorrect items.

Non-Returnable Items

Certain types of items cannot be returned, such as digital downloads or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

We don't offer direct exchanges. The quickest way to get the right item is to initiate a return (if eligible) and place a new order separately.

European Union — Right of Withdrawal

For orders shipped into the European Union, customers have the right to cancel or withdraw from standard orders within 30 days, measured from the delivery of last item, without providing a reason. Standard return conditions apply as outlined above.

Return shipping costs

For approved returns that are not due to a damaged, defective, or incorrect item, the customer is responsible for the cost of return shipping. We do not provide prepaid return labels for those returns. If an item arrives damaged, defective, or incorrect, please contact us before returning it. Once we verify the issue, we’ll provide return instructions and cover the return shipping cost.

Refunds

Once we receive and inspect your return, we'll notify you of the approval decision. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the transaction.

If more than 14 business days have passed since your refund was approved and you haven't received it, contact us at support@charliescozyroom.com.

Contact Us

Questions about a return or refund? We're here to help and aim to respond within 1–2 business days. 📧 support@charliescozyroom.com