CUSTOMER CARE
We're here to help.
If you have questions about your order, delivery, product issues, returns, or refunds, our Customer Care team is here to provide clear and practical support throughout your purchase.
Order Processing & Shipping
Cozy-Elf works with third-party fulfillment partners. Depending on the product, orders may ship from U.S. or international fulfillment locations.
Processing and delivery times may vary depending on the product, origin, destination, carrier, and seasonal demand. Delivery dates are estimates and cannot be guaranteed.
Tracking
When tracking is available, tracking details will be provided after your order has been processed and shipped.
Please note that tracking information may take some time to update after dispatch.
Multiple-Item Orders
Items in the same order may be fulfilled by different suppliers or fulfillment locations.
For this reason, products may arrive in separate packages and at different times.
Order Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
Once an order has entered processing or has already shipped, changes or cancellation may no longer be possible.
Damaged, Incorrect or Missing Items
If your order arrives damaged, incorrect, or incomplete, please contact Customer Care promptly.
Please include your order number and clear photos or other reasonable evidence of the issue.
We will review the case and, when eligible under our policy, arrange an appropriate resolution, such as a replacement or refund.
Returns & Refunds
Return and refund eligibility depends on the circumstances of the order and our Return & Refund Policy.
Because some products may be fulfilled internationally, a physical return may not always be required or practical.
Please contact us before sending any item back.
Approved refunds are issued to the original payment method. The time required for the funds to appear may vary depending on your bank or payment provider.
Payments & Security
Our online store is hosted on Wix, and payments are processed through supported secure payment services, including Stripe where applicable.
Cozy-Elf will never ask you to send your full credit card details by email or through Customer Care messages.
International Fulfillment & Customs
Some products may be fulfilled internationally.
Customs procedures, carrier disruptions, local delivery conditions, or destination requirements may occasionally affect delivery times.
Customers are responsible for providing complete and accurate shipping information required to complete delivery.
Contact Us
Need assistance?
Please use the contact information provided on our Contact Us page.
Whenever possible, include your order number so we can review your request more efficiently.