Refund policy
Returns & Exchanges
At CosiG, we want you to be completely happy with your purchase. If you are not satisfied with your order, you may return eligible items in accordance with the policy below.
To begin a return, please follow the steps below:
- Log in to your account at our store.
- Go to your Orders page and select the order you'd like to return.
- Click Request Return and follow the on-screen instructions.
- Once your return request is submitted, you will receive an email with further instructions.
If you are unable to submit a return request online, please contact our Customer Service team at support@cosigstudiowear.co.uk for assistance.
Your Right to Cancel (Online Orders)
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
To exercise this right, you must notify us within 14 days of receiving your order by contacting:
Once you have notified us of your cancellation, you must return the item(s) within 14 days.
Refunds will be issued to the original payment method within 14 days of us receiving the returned goods.
Return Conditions
To be eligible for a return:
- Items must be unused and unworn
- Items must have all original tags attached
- Items should be returned in their original packaging where possible
Customers may inspect and try on items as they would in a retail store. However, if items are returned showing signs of use beyond what is necessary to establish their nature, characteristics, and fit, we reserve the right to make a reasonable deduction from the refund to reflect any loss in value.
Unless the item is faulty or incorrect, customers are responsible for return postage costs.
Exchanges
If you would like to exchange an item for another size or style, please use our returns process to submit an exchange request.
If the requested item or size is unavailable, you may choose:
- A refund, or
- An alternative item with any price difference charged or refunded accordingly.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or not as described, be sure to get in touch with us as soon as possible at:
Under UK consumer law:
- You have the right to reject faulty goods within 30 days of receiving them for a full refund.
- After this period, you may be entitled to a repair, replacement, or refund depending on the circumstances.
If an item is confirmed to be faulty, we will:
- Provide a replacement where possible, or
- Offer a full refund, and
- Cover the cost of return postage.
Please provide photographs of the fault when contacting us.
Swimwear Returns
For hygiene reasons:
- Swimwear must be tried on over your own underwear
- All tags and hygiene seals must remain intact
Returns cannot be accepted if the hygiene seal has been removed or the item shows signs of wear, unless the item is faulty.
Sale Items
Items purchased during a sale or promotion may still be returned under your statutory rights, provided they meet the return conditions outlined above.
Non-Compliant Returns
If an item is returned that does not meet the return conditions (for example, items that have been worn, washed, damaged, or returned without tags), we may:
- Refuse the refund, or
- Return the item to you.
We will contact you before taking any action.
Proof of Return
We recommend obtaining proof of postage when returning an item. We cannot accept responsibility for items that are lost in transit without valid proof of shipment.
Refund Method
All refunds will be issued to the original payment method used at checkout. We are unable to process refunds to alternative payment methods.
Once your return has been received and inspected, refunds will be processed within 14 days. Please note your bank or card provider may take additional time to complete the transaction.
Fair Use of Our Returns Policy
We monitor return activity to ensure our returns policy is used fairly. Where we identify unusual or excessive return patterns, we may review and refuse future orders or returns in accordance with our terms and conditions.
Delivery Confirmation
An order will be considered successfully delivered when the shipping carrier confirms delivery to the address provided at checkout. If a parcel is marked as delivered but cannot be located, customers should first check with neighbours or household members and contact the delivery carrier.
We will assist with investigations where possible.
International Returns
For orders placed outside the United Kingdom:
- Customers are responsible for return shipping costs, duties, and customs charges.
- Original shipping costs are non-refundable, unless the item is faulty or incorrect.
- We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
Return Address
CosiG Returns
Unit 2A Old Station Yard
Dunnington
York
North Yorkshire
YO19 5EP
Please email your tracking number to: support@cosigstudiowear.co.uk