Deliveries and Returns
Shipping & Delivery
Free shipping is available on orders over €120 within the European Union. Orders below €120 incur a shipping fee of €10 within the European Union (€8 for Spain).
If you are based outside the European Union and would like to place an order, please contact our Customer Care Team at hello@thekoozy.com. We will be happy to arrange a personalised shipment and provide you with the available shipping options.
All orders are dispatched from Spain and are mainly delivered by UPS. Once your order has been shipped, you will receive a confirmation email with your tracking details. Delivery within the European Union typically takes 3–5 business days from the date the carrier collects your parcel. Delivery times for destinations outside the European Union will vary depending on the destination and courier service.
During holiday periods, slight delays may occur; however, we will make every effort to ensure your order is delivered as quickly as possible.
If your order has not arrived, please check the tracking information provided in your shipping confirmation email. If delivery was unsuccessful, the courier will normally attempt delivery again on the next working day.
Returns & Refunds
If you wish to return items purchased on our website and your order was delivered within the European Union, you may submit your return request within 14 days of receiving your order through our Return Portal:
https://www.thekoozy.com/apps/parcelpanel-returns
Returns submitted through the Return Portal are free of charge.
If your order was delivered outside the European Union, please contact our Customer Care Team at hello@thekoozy.com within 14 days of receiving your order. We will provide you with the return instructions. Return shipping costs for orders delivered outside the European Union are the responsibility of the customer.
Once your return has been processed, you will receive an email confirmation. Refunds are typically processed within 10 business days from the date your return is received at our warehouse and will be issued to your original payment method within 14 days.
If your order qualified for free shipping (orders over €120) and you return part or all of your order, causing the final retained order value to fall below €120, the standard shipping fee (€10, or €8 for Spain) will be deducted from your refund. If your original order was below €120 and you paid for shipping, the shipping fee is non-refundable.
You do not have the right to return items made according to your specifications (made-to-order products) or personalised items, as provided by applicable law. Likewise, products that are not suitable for return due to health protection or hygiene reasons (such as personal hygiene items) cannot be returned. Other restrictions may apply.
For returns where free returns do not apply, items should be sent by registered mail (to minimise the risk of loss during transit) and at the customer's expense to the following address:
Avenida Fuentemar 19–21
28823 Coslada
Spain
The returned items must be accompanied by a copy of the invoice and must be in the same condition in which they were received. We cannot accept responsibility for items lost during return shipping.
The KOOZY does not accept exchanges except where required by applicable law.
For more information about returns and exchanges, please refer to the Return and Exchange Policy and Guarantees sections of our Terms and Conditions.
Sustainability
All our garments are packed in 100% biodegradable and compostable poly mailers. Our delivery packaging is FSC® certified, and our dust bags are made from organic cotton.
