Refund policy
Refund Policy
15 Million Metric Tons of Carbon Dioxide Emissions are being Wasted Every Year Because of Returns (just in the U.S.).
Protecting our environment and reducing pollution is one of our biggest goals. That is why we are not only trying to be more and more conscious in choosing our materials, but also trying to make the returns process more sustainable.
To achieve this, we all have to pull together.
Therefore, we ask you to choose exactly which garments you want to order before you place your order. Please do not order 3 different sizes if you are unsure about the right fit. In such cases, you can easily contact our customer support by mail (contact@thecozycrew.com), who can give you more detailed information to find the right size.
Returns are refunded as The Cozy Crew store credit, not to your original payment method. The one exception is an order that arrives damaged or incorrect, or never arrives at all - those we will refund in full to your card if that is what you prefer.
If something isn't right, email us at contact@thecozycrew.com and we'll work it out with you.
Your Product Does Not Fit Properly?
Please make sure that you already tried to stretch the material slightly by wearing them. If you are having trouble to put on a pair of tights or leggings, please try to stretch the material before.
If the fit still isn't right, email us within 14 days of delivery with your order number and the size you need. We'll ship your correct size free of charge, and you keep the original item - pass it on to someone who wears that size, or donate it.
Not sure which size to order? Email us before you buy. We would much rather answer the question than have you guess.
Our 60-Day Warranty
We at The Cozy Crew® are convinced of the quality of our products and therefore offer a 60-day limited warranty on all our items.
What does a warranty claim mean? A warranty claim means that your product has been produced or delivered in an imperfect condition that explicitly impairs the use of the product, such as holes or disturbing seams. It does not include any damage caused by a mechanical action of the customer.
Email us your order number and a couple of clear photos, and we will send you a new product free of charge. You keep the original item. If your size or colour has sold out, you can take full store credit or wait for the next restock.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Send us photos of the item and of the shipping bag, and we will send a replacement or refund you in full - your choice.
Never Arrived
If your parcel hasn't turned up, contact us within 30 days of the shipping date and we will reship your order or refund it in full.
If tracking says delivered but nothing is there, please check with your household and neighbours first, then email us - we will help you open a claim with the carrier and find a fair resolution.
Anything Else
We do not accept change-of-mind returns. If you are not happy with your order for any other reason, email us within 14 days of delivery and tell us what's wrong. Approved returns are issued as The Cozy Crew store credit, and you keep the item.
Exceptions / Non-Returnable Items
We cannot accept returns on sale items or gift cards.
About Store Credit
Store credit is issued as a Cozy Crew digital gift card, emailed to you. It never expires, works on any Cozy Crew order, is non-transferable, and has no cash value except where the law requires otherwise.
Refunds
Where a refund to your original payment method applies (see Damages and Issues, and Never Arrived above), we will notify you by email once it has been approved and processed. A credit will be applied to your original method of payment; depending on your bank, it may take some time before it is officially posted.
Late or Missing Refunds
If you haven't received an approved refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next contact your bank; there is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please contact us at contact@thecozycrew.com.
If something has gone wrong, please email us before opening a dispute with your bank. It is faster, and we would rather fix it ourselves.
Contact Us
The Cozy Crew® (thecozycrew.com)
Email: contact@thecozycrew.com
LAST UPDATED - 1 August 2026