Free Delivery

Your Guarantee*

The Cosy Company will guarantee to repair or replace any part or product deemed to be defective due to faulty workmanship or materials for free for a period of 5 years on selected products. 

All products must be examined carefully carefully on delivery and report any damage to our team within 2 days.

We won’t cover:

• Accidental damage after our delivery team have left.
• Excessive wear and tear or times when care instructions haven’t been followed.
• Soiled products.

The guarantee is non-transferable and only applies in the UK to the person who originally bought the product.

*on selected bed frames and mattresses. 

FAQs

The Cosy Company 

We believe premium home products deserve premium service. Below you’ll find answers to common questions. If you’d rather speak to our team, please get in touch — we’ll be happy to help.

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Ordering

How do I place an order?

Simply add your chosen items to basket and complete checkout. You’ll receive an order confirmation email straight away, followed by dispatch and delivery updates.

Can I change or cancel my order?

If your order hasn’t been dispatched, we may be able to amend or cancel it. Please contact us as soon as possible with your order number and we’ll do everything we can to help.

📞 0161 660 1235
✉️ hello@cosycompany.co.uk

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Delivery

Do you offer free delivery?

Yes — FREE UK delivery on all orders, with no minimum spend.

Do you deliver to a room of choice?

Yes — every order includes Room of Choice delivery as standard.

Where do you deliver?

We deliver across mainland UK. Some locations may take slightly longer, but delivery is always free.

How long does delivery take?

Delivery depends on your item and location. As a guide:

• Smaller items: typically 3–5 working days

• Furniture / larger items: typically 5–10 working days

• Some luxury or specialist items may take longer — any lead time will be shown clearly on the product page.

Will I receive delivery updates?

Yes — once dispatched you’ll receive tracking or delivery updates (depending on courier / item type).

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Enhanced Premium Delivery (50-mile service)

What is included for customers within a 50-mile radius?

Customers within 50 miles of our base can choose enhanced premium options, including:

• Delivery & set-up (positioning your items exactly where you want them)

• Removal & recycling of all packaging

• Recycling / disposal of old items like-for-like
  (e.g. we take away your old bed when delivering your new bed)

This is designed for customers who want a true “done for you” service.

How do I know if I qualify?

If your postcode is within 50 miles, the additional service options will apply. If you’re unsure, contact us and we’ll confirm.

📞 0161 660 1235
✉️ hello@cosycompany.co.uk

Can you recycle old items that are not like-for-like?

In most cases this service is like-for-like (for example bed for bed, mattress for mattress). If you need something different, please contact us, we’ll always try to help where possible.

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Quality & Care

Are your products high end?

Yes. Our range is chosen for customers who want a luxury finish, comfort, and quality craftsmanship, with products designed to look and feel exceptional.

Will the product match the photos online?

We aim to show products as accurately as possible. However, colours may vary slightly depending on lighting and screen settings.

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90-Day Customer Satisfaction Guarantee

What is your 90-day satisfaction guarantee?

We want you to genuinely love your purchase. That’s why we offer a 90-Day Customer Satisfaction Guarantee on eligible products.

If you’re not completely satisfied, contact us within 90 days of delivery and we’ll work with you to put it right , whether that’s an exchange, return, or another fair resolution.

What items are covered?

Most items are covered. Some exclusions may apply due to hygiene and safety reasons (for example, certain bedding products once opened). If you’re unsure, just ask, we’ll always be transparent.

How do I use the guarantee?

Contact us with:

• your order number

• the product name

• a brief description of the issue

• photos if relevant

📞 0161 660 1235
✉️ hello@cosycompany.co.uk

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Returns & Refunds

Can I return an item if I change my mind?

Yes, most items can be returned in line with consumer return rights, as long as they are:

• unused

• in original condition

• returned in packaging as received

For luxury items, we recommend keeping packaging until you’re fully satisfied.

Who pays for returns?

• Change of mind returns: customer covers return costs

• Faulty / damaged / incorrect items: we cover return or arrange collection

How long do refunds take?

Refunds are normally processed within 5–10 working days once we receive and check the returned item.

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Damaged or Incorrect Items

What if my item arrives damaged?

Please contact us within 48 hours and include:

• your order number

• photos of damage

• photos of packaging (if possible)

We’ll arrange a replacement or resolution as quickly as possible.

What if I receive the wrong item?

Let us know straight away and we’ll sort it as a priority.

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Payment & Security

Is it safe to pay online?

Yes, all payments are processed securely and your information is protected.

What payment methods do you accept?

Available payment options are shown at checkout (including debit and credit cards).

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Customer Care

How do I contact you?

If you have any questions at all, before or after ordering, our team is happy to help.

📞 0161 660 1235
✉️ hello@cosycompany.co.uk