Shipping
Order Processing
We aim to dispatch orders within 2–3 working days. You will receive confirmation when your order has been dispatched.
UK Standard Delivery
Standard delivery costs £4.99 and is free on orders of £50 or more.
Orders are normally delivered within 3–5 working days after dispatch.
UK Express Delivery
Express delivery costs £6.99.
Orders are normally delivered within 1–2 working days after dispatch. Please note that our usual order-processing time applies before dispatch.
Delivery Information
Delivery times are estimates and may occasionally be affected by courier delays, severe weather, bank holidays or other circumstances outside our control.
Some orders may arrive in more than one parcel. You will not be charged additional delivery fees if we need to split your order.
Please check that your delivery address is correct before completing your order. If your order is delayed or appears to be missing, contact us at thecosycairn@gmail.com and we will investigate.
International Delivery
We currently deliver within the United Kingdom only.
Returns and Refund Policy
Right to Cancel
You have the right to cancel your online order without giving a reason. You must notify us within 14 days beginning the day after you receive your order.
After notifying us that you wish to cancel, you have a further 14 days to return the goods.
How to Arrange a Return
Please email thecosycairn@gmail.com with your order number and confirmation that you wish to return an item. You do not need to provide a reason for cancelling.
We will provide return instructions. Please do not send items back without contacting us first, as the appropriate return address may vary.
Condition of Returned Items
You may inspect goods as you would in a shop. Items should be returned unused where possible and with any original packaging. We may reduce the refund if handling beyond what is necessary to inspect the goods has reduced their value.
Return Postage
Customers are responsible for the direct cost of returning unwanted items. If an item is faulty, damaged or incorrect, we will cover reasonable return costs or provide other appropriate instructions.
Refunds
Refunds will be made to the original payment method within 14 days of receiving the returned goods or acceptable evidence that they have been sent back.
When an entire order is cancelled, we will also refund the cost of standard delivery. Any additional cost paid for an enhanced or express delivery service is not refundable beyond the standard delivery amount.
Your bank or card provider may take additional time to process the payment.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is damaged, faulty or incorrect. Photographs may help us resolve the matter quickly.
Where possible, we ask that damage occurring during delivery is reported within 48 hours. However, this request does not affect your statutory rights.
Non-returnable Items
The right to cancel may not apply to:
• personalised or custom-made goods;
• perishable goods; or
• sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.
For change-of-mind returns, we may make a reasonable deduction if a candle has been lit or another product has been used beyond what is necessary to inspect it. This does not affect your rights if an item is faulty, damaged or not as described.
Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.