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Customer Service / Policies

Product Availability  Going, going, eventually, gone:
As you've probably read, we don't mass produce our products in factories or receive them in shipping containers or have robotics warehouse pickers grab your order for shipment or miles of conveyor belts to speed them onto our fleet of trucks.  

Each item is designed, cut, sewn, tied or ironed, by hand, by US-based fashion professionals. We design our items as inspiration or, being mothers of invention, as real-life need develops. In addition to our core, everyday layette items, we manufacture or buy certain fabrics so that a particular color, pattern or style will last, at least, a few months at a time so that we can add new variations to existing products while retiring other styles once they're sold out. There's always something new or up-to-date at Cozy Cocoon!
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Shipping Policies:
A feature of our new website is that you can pick the method, and the cost, of how you would like to receive your order before you finalize your purchase. You will always get an e-mail with a tracking number once your order ships and we insure all packages at no extra cost to you. If you have a special occasion or circumstance, please review your giftwrap options in your cart or leave us a note in your checkout (don't forget that we offer a free gift card, with your custom message, on each order.

We try to get your in-stock ironed and packed to you on the same or next business day.  You will receive an e-mail when your order is on its way.  We will usually wait until an entire order is complete before shipping.  Write or call to see if you want to split an order or if you want us to ship your package to you overnight/two day/three day/international shipping once it is available.  The earlier in the day you write or call (we're in the Eastern Time Zone, USA), the more shipping options you'll have. Due to the labor that goes into many of our more detailed or knitted product, your total order may be delayed your same/next day shipping.

If for any reason an item cannot be shipped within 30 days of your order, we will e-mail you to see if you wish to cancel or continue to wait for it.

Shipments to destinations outside of the United States may be subject to import charges/duty which are the responsibility of the purchaser.

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Return and Exchange:
We hope that each of our products meets, and hopefully exceeds, your expectations.
 
If we make a mistake, be sure that we will do our best to correct it, quickly, at our expense. If you're ever unhappy with a Cozy Cocoon purchase, we'll gladly exchange the item or refund your original payment, whichever you prefer. If you change your mind please:

Mail back the unwashed, unworn merchandise with tags attached in a secure package or the box that it was sent within thirty days of the original shipping date; please include the shipping slip. Because we cannot assume responsibility for packages lost or damaged in transit, we recommend you insure your package for the purchase price of the merchandise before sending it back to us.

Your return will be credited to the credit card or on-line account used to make the purchase. If you placed an order with a gift certificate, a new electronic gift certificate, worth the return value, will be e-mailed to you. If you placed an order with a gift certificate and a credit card, you will receive an electronic gift certificate for the portion of your order paid with the gift certificate, and a credit for the portion charged to your credit card on your original order. If you are returning an item shipped over thirty days before, you will receive a merchandise return credit. Please note: postage, tracking or insurance costs, as well as your original shipping and handling charges, are not refundable.

You will receive an e-mail notifying you when we have received your return and credited your account. Please note: depending on your credit card company, it may take up to two full billing cycles for your credit to appear on your credit card statement. If you return an item purchased as part of a combination or set, your credit will be equal to the regular price minus a portion of the discount you received as a result of receiving a combo discount, not the undiscounted price of the single item.

Exchanges:
Follow the instructions for Returns above. Place a new order for the desired items at CozyCocoon.com. In the Gift Note/Instruction box, please let us know that you are sending back an item for exchange.
 
General Return/Exchange Information:
Merchandise purchased from resellers may not be returned to Cozy Cocoon. Please contact your reseller directly.

After thirty days of the original shipping date, Cozy Cocoon will provide an exchange or merchandise credit for unwashed, unworn items. Within thirty days of the original shipping date, if an item has been worn or washed or does not have its original tags attached, Cozy Cocoon may, at its discretion, return the unsaleable item back to the customer or if it could still be used as a donation, Cozy Cocoon may, at its discretion, send a full or partial merchandise credit. After six months of your original purchase date, we will not accept the return of any item.
Certain hand-knitted or special products, such as our Confetti Sets, are noted as final sale on our product pages.
There is no return for cash or credit unless there is a problem in the quality of its workmanship.
If you have any question please call or write our Customer Service group.

Payment Options:
We accept the usual four flavors of plastic (Visa, Mastercard,  Discover and American Express) and Paypal.
Each order and payment is confirmed, by e-mail, upon receipt.
 
 
Please send any questions or comments to cs@cozycocoon.com

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