1. Your returns window
You may return unused kits within 30 days of delivery. Cosy Club and Cosy Studio members enjoy an extended 60-day window. This is in addition to any statutory cancellation rights you have in your country.
2. Condition for return
To be returned for a refund, items must be:
- Unused and unwashed, in their original condition;
- Complete with all pieces of the kit, tags attached and any gift box included;
- Free from odours, pet hair or signs of use.
We may reduce a refund to reflect any loss in value from handling beyond what's needed to inspect an item.
3. Hygiene exceptions
For health and hygiene reasons, some intimate items cannot be returned once opened or worn unless they are faulty. This applies to bed socks, slippers, and eye pillows, and to any kit containing them (for example the Cosy Feet Kit, Slow Evening Set, Warm Sleep Bundle and the Whole-Home Warmth System). Faulty items are always covered — see below.
4. Faulty or incorrect items
If an item arrives faulty, damaged or not as ordered, contact us within a reasonable time and we'll arrange a replacement or full refund, including any return shipping, at no cost to you. Natural variation in wool colour, texture or size is a material characteristic and is not a fault.
5. Exchanges
Want a different size (for example, slippers) or another kit? Start a return for a refund and place a new order, or contact us and we'll help arrange a direct exchange where stock allows.
6. Return shipping costs
For change-of-mind returns, you cover the cost of return shipping and we recommend a tracked service, as we can't refund items we don't receive. For faulty, damaged or incorrect items, we cover return shipping.
7. How to start a return
Email support@eweme.shopwith your order number and what you'd like to return. We'll reply with the return address and simple instructions. Once we receive and inspect your return, refunds are handled per our Refund Policy.