Return/Exchange Process
Please note the following product return requirements:
- a. All return/exchange items must be returned unworn, undamaged, unwashed and with all the original labels attached in original packaging. If not, the buyer is responsible for all incurred fees and there will be no refund.
- b. Items can be returned or exchanged within 30 days from the delivered date. Note that overdue requests may not be accepted.
- c. Return shipping fees are at the customer's own expense.
- d. The shipping fee belong to the shipping carrier which ships the parcel. We only charge the price of the items, so the shipping fee is not included in the refund.
- e. We do not accept returned items that were sent back directly without notifying us first.
- f. Remember to take extra care to pack your return package properly, so they don't get damaged on the way - we are not responsible for any returns until they reach our return address. Please also make sure to get proof of postage for reference in case you need to check the status with the carrier before it reaches us.
- g. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
- h. The items marked as Clearance are not eligible for returns or exchanges and will not be refunded.
Step 1: Please email our customer service representatives at service@ladycozy.com to get a return authorization and return address, stating your order number and reason for return.
Step 2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.
Step 3: You will receive refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange and the refund will be issued to your original payment method. Generally, you will receive a refund within 5 to 15 business days. (If no refund is received within 30 days, please contact us via email)
Order Cancellation
If you want to cancel the order, please contact us （service@ladycozy.com ）and provide your order number and state the reason.
- a. For orders cancelled within 24 hours of purchase but have not been shipped, we will offer a full refund.
- b. For orders cancelled after 24 hours of purchase but have not been shipped, we will offer a partial refund after charging a 15% cancellation fee.
- c. We will NOT accept order cancellation request if the orders have been shipped. Please apply for return after receiving the package.
- d. Generally, you will receive a refund within 5 to 15 business days. (If no refund is received within 30 days, please contact us via email)