Shipping policy
Shipping
We currently deliver within the European Union and the United Kingdom. All orders are prepared and shipped from Spain and are delivered by our selected international courier service, mainly UPS and DHL.
European Union
Free shipping on orders over €120. Orders below €120 incur a shipping fee of €10 within the European Union (€8 for Spain).
Delivery within the European Union typically takes between 3–5 business days from the moment the order is picked up by the carrier.
United Kingdom
Free shipping on orders over £180. Orders below £180 incur a standard shipping fee of £16.
Applicable VAT, import duties and taxes are calculated and collected at checkout where applicable. When DDP (Delivered Duty Paid) shipping is available, orders are shipped on a DDP basis so that import duties and taxes collected at checkout are not charged again to the customer upon delivery.
Delivery to the United Kingdom typically takes between 3–5 business days from the moment the order is picked up by the carrier.
We will send you a confirmation email, together with tracking details, when your order is shipped.
During the holidays, you may experience slight delays. In all circumstances, our team will endeavour to ensure that your order is delivered within 10 days, subject to circumstances beyond our reasonable control.
If your order has not arrived, please check your tracking details, which you can find in your shipping confirmation email. If delivery was not possible, the courier may make another attempt to redeliver on the following working day.
Returns
If you wish to return the items purchased on our website, please contact our Customer Care Team at hello@thekoozy.com within 14 days of receiving the items.
We will confirm receipt of your email within a reasonable time to authorise the return process. Once the return is authorised, you will receive an email with the relevant return instructions.
Returned items must be in the same condition in which they were received, subject to your statutory rights.
Unless otherwise stated or required by applicable law, the direct cost of returning the goods is the customer's responsibility.
Returns should be sent by registered mail, to help prevent the loss of the package, to:
The KOOZY - Districenter
Avenida Fuentemar 19–21
28823 Coslada
Spain
The item should always be accompanied by a copy of the invoice.
We do not assume responsibility for items lost during the return shipment when the customer is responsible for arranging the return.
European Union
For customers in the European Union, you may exercise your applicable statutory right of withdrawal within 14 days from the date of receipt of the goods, in accordance with applicable EU consumer law.
Where applicable, if your order qualified for free shipping because it exceeded €120, and you return part of your order such that the value of the items you retain falls below €120, the standard shipping fee applicable to the order may be charged or deducted from the refund, to the extent permitted by applicable law.
Where you paid for shipping, the refund of the original delivery cost will be handled in accordance with applicable consumer law.
Refunds will normally be made to the original payment method within the timeframe required by applicable law.
United Kingdom
For consumers in the United Kingdom, you have the legal right to cancel an online order within 14 days from the day on which you receive the goods, without having to provide a reason.
To exercise this right, please contact our Customer Care Team at hello@thekoozy.com within the applicable cancellation period. Once you have notified us of your cancellation, you must return the goods within 14 days.
Where you exercise your statutory right to cancel, we will refund the payments received from you, including the cost of our standard delivery service. If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery service.
The direct cost of returning the goods is the customer's responsibility, unless otherwise required by applicable law.
We will process the refund within the timeframe required by applicable UK consumer law, subject to receiving the returned goods or appropriate evidence that they have been sent back, as applicable.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
The £180 free-shipping threshold does not affect your statutory rights. Where a customer exercises a statutory right to cancel, any refund of the original delivery charge will be handled in accordance with applicable UK consumer law.
Non-Returnable Items
Certain goods may be excluded from the statutory right to cancel where permitted by applicable law.
This may include personalised or made-to-order items and certain sealed goods which are not suitable for return for health or hygiene reasons once unsealed.
Other restrictions may apply where permitted by applicable law.
Nothing in this policy affects your statutory rights, including your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
Exchanges
The KOOZY does not accept item exchanges, unless otherwise required by applicable law.
If you wish to purchase a different size or product, you may return the original item in accordance with this policy and place a new order.
Guarantees
For more details on returns, exchanges and guarantees, please see the sections “Return and Exchange Policy” and “Guarantees” of our Terms and Conditions.
Packaging
All our clothing line is packed in 100% biodegradable and compostable poly mailers; our delivery packaging is FSC® certified; our dust bags are made with organic cotton.
