You can track your online order using 'My Account'. If you checked out as a guest when placing your order, you can track your order here - simply enter the 10-digit order number found on your confirmation email.
Once an order for Home Delivery is placed, these cannot be cancelled. We advise you to refuse delivery and apologise for any inconvenience.
For Made to Measure item cancellations, we ask that you inform your consultant you placed the order with before closing on the same day you placed the order.
For Made to Order furniture, we provide a 7 day goodwill order change period during which you can contact us to amend your order. Once this 7 day period has passed we will begin creating your custom made item(s) immediately and so your order cannot then be changed. Please note, the Cozypatio 28 day “change of mind” returns policy will not apply to Made to Order items. Your Statutory Cancellation Rights are unaffected.
If you wish to cancel a Click & Collect order, simply wait 7 days until the order expiries and this will trigger a refund.
You can speak to one of our colleagues through our Live Chat service. Available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.
We will let you know by email if we need to cancel your order for any reason. You will receive a cancellation and refund notification by email.
Unfortunately, we cannot give back in stock dates on specific items at this time. However, for some items we offer the option to sign up for back in stock notifications on the product page, which will be sent to you by email.
Physical Gift Cards purchased after 24th June 2024 and e-Gift Cards can be used for full or part payment of eligible items in any Cozypatio store or online at www.Cozypatio.shop. Please note, you can only use one e-Gift Card per online transaction. Multiple cards can be redeemed in Cozypatio stores.
Please note that all refunds will be made to the original payment method.
The time to receive a refund depends on when and how an item was returned and what method you used to pay.
If you purchased an item online and returned it via our drop off or home collection service, when the item(s) has arrived, been inspected and processed, you will receive an email to confirm your refund has been issued. Please allow 7-10 working days to receive your email.
Where mixed payment methods have been used (Gift Cards and Credit/Debit Cards, for example), we will need to process the refund in the order of Gift Cards, then Credit/Debit Card and then cash.
Gift Card refunds will be issued to a new Gift Card or added to an existing Gift Card in store.
Card Payment – 3-5 working days once the item has arrived with us.
Klarna – The refund will be issued to Klarna within 3-5 working days of the item arriving with us. Please visit Klarna to track your refund from them.
PayPal – The refund will be issued to PayPal within 3-5 working days of the item arriving with us. Please visit PayPal to track your refund from them.
Creation – Credit - The refund will be issued to Creation Finance within 3-5 working days of the item arriving with us. Creation Finance will apply the refund to your account within 5-10 working days. Please visit Creation Finance or your Creation Portal for further information.
For small items, you can request a replacement when arranging a return on 'My Account' or ‘Track My Order’. When your product arrives back to us, we’ll issue the replacement item. For large items, please contact us via Live Chat and we'll arrange a collection and replacement. Live Chat is available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.
For furniture and large items, we have offer a ‘room of choice’ option*, so our drivers can place the item in your home if you wish or instead we can make a contact-free doorstep delivery.
We will call before we arrive, and if you aren’t available the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place.
*Please note, when delivering to a flat, apartment or a townhouse we will deliver to a maximum of the second floor (ground plus 2 levels) without the aid of a serviceable lift. For any delivery addresses deemed as unsafe, our colleagues unfortunately won't be able to deliver the items to a room of choice and it will be placed on your doorstep or our drivers will call you to discuss a safe location to leave the item(s).