Refund policy
Thank you for shopping with Shop Cozy Hue.
We hope you love your silk pieces. If something is not right with your order, please contact us at support@shopcozyhue.com. We will do our best to provide a fair and timely solution.
This policy applies to purchases made directly through shopcozyhue.com.
1. 30-Day Return Window
You may request a return within 30 calendar days of the date your order is delivered.
To request a return, please email support@shopcozyhue.com and include:
- Your order number
- The item you would like to return
- The reason for the return
- Photographs if the item is damaged, defective or incorrect
Please wait for return authorization and instructions before sending anything back.
Returns sent without prior authorization, or sent to an address other than the approved return address, may be refused, delayed, lost or returned to the sender.
Receiving return authorization does not automatically guarantee a refund. The returned product must meet the eligibility requirements below.
2. Return Eligibility
To qualify for a return, the product must be:
- Unused and unworn
- Unwashed and unaltered
- Free from stains, makeup, skincare products, hair products, odors, pet hair and other signs of use
- Undamaged and in resalable condition
- Returned with its original packaging, tags and included accessories
- Sent back within the approved return period and according to our return instructions
You may carefully inspect the product after delivery. However, sleeping in, wearing, washing or otherwise using the product makes it ineligible for a preference-based return.
Because silk is a delicate natural material, damage caused by improper washing, friction, snagging, stretching, heat, chemicals or failure to follow the provided care instructions is not considered a manufacturing defect.
3. Complimentary Silk Test Swatch
Every order includes a complimentary silk fabric swatch so you can see, feel and examine the material without damaging or altering the purchased product.
You may handle or test the separate swatch without affecting the return eligibility of the main product, provided that the purchased product itself remains unused, unworn, unwashed and otherwise eligible for return.
The complimentary silk swatch does not need to be returned.
Please exercise appropriate care when performing any test involving heat or flame. Such tests should only be performed by a responsible adult in a safe, ventilated environment and away from the purchased product, children, pets and flammable materials.
Please note that home testing can provide general information about how a fiber behaves, but it may not independently verify the exact silk type, grade or fiber percentage.
4. Items That Cannot Be Returned
The following items are not eligible for preference-based returns:
- Products that have been worn, slept in, used or washed
- Products with stains, odors, makeup, skincare products, hair products, pet hair or other signs of use
- Products damaged through improper care, washing, handling or storage
- Products missing original packaging, tags, accessories or components
- Personalized, customized or made-to-order products after production has begun
- Gift cards
- Items clearly marked “Final Sale” at the time of purchase
- Complimentary gifts, samples and promotional items
This section does not limit any rights you may have if a product arrives damaged, defective, materially different from its description or different from what you ordered.
5. Natural Silk Characteristics
Mulberry silk is a natural fiber. Minor differences may occur between products or production batches, including variations in:
- Color tone
- Print placement
- Surface texture
- Natural sheen
- Draping
- Dimensions within reasonable manufacturing tolerances
- Slight shrinkage after washing
- Details resulting from printing, cutting and sewing
Product colors may also appear differently depending on lighting, photography and screen settings.
These natural or minor variations are not normally considered defects. If you believe your product is materially different from its description, please contact us with clear photographs so we can review the issue.
6. Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, has a manufacturing defect or is different from what you ordered, please contact us as soon as reasonably possible at support@shopcozyhue.com.
For faster assistance, please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging and shipping label, when relevant
After reviewing the issue, we may offer an appropriate resolution, including:
- A replacement
- A refund
- A partial refund, if accepted by you
- Another mutually agreed solution
If we require an approved damaged, defective or incorrect product to be returned, Shop Cozy Hue will provide return instructions and cover the reasonable authorized return shipping cost.
Please do not discard the product, packaging or shipping label until we have completed our review.
7. Return Shipping Costs
For preference-based returns, including change of mind, color preference or no longer wanting the product, the customer is responsible for:
- Return shipping costs
- Any applicable customs, brokerage or return-processing charges
- Ensuring that the return reaches the approved return address safely
Original shipping charges are non-refundable for preference-based returns.
If the return is caused by our error, such as an incorrect, damaged or defective item, we will cover reasonable authorized return shipping costs.
We strongly recommend using a tracked shipping service and keeping your shipping receipt until the return has been completed.
Shop Cozy Hue is not responsible for unauthorized returns or return packages lost in transit.
8. How to Obtain the Return Address
To protect the security and proper handling of returns, our return address is provided only after a return request has been reviewed and authorized.
To request a return, please email:
Please include your order number, the item you would like to return and the reason for the return.
If your return is approved, we will email you the correct return address and detailed shipping instructions.
Do not return products to the address shown on the original shipping label. That address may belong to a shipping carrier or fulfillment facility and may not be able to receive returns.
Returns sent without authorization, or sent to an address other than the approved return address, may be refused, delayed, lost or returned to the sender. In such cases, we may be unable to issue a refund.
9. Refund Processing
After an authorized return is delivered, we will inspect the product and notify you of the result.
Approved refunds are generally processed within 5 business days after inspection and issued to the original payment method.
Depending on your bank, card issuer or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.
We cannot issue a refund to a different payment method. If the original payment method is no longer available, please contact your payment provider for assistance.
If more than 15 business days have passed since we approved your refund, please contact support@shopcozyhue.com.
10. Refund Amount
For an approved preference-based return, the refund includes:
- The eligible returned product price
- Applicable product taxes, where required
The refund does not include:
- Original shipping charges
- Return shipping costs
- Customs duties, import taxes or brokerage fees paid to third parties
- Discounts or promotional value not actually paid by the customer
For an approved return caused by our error, we will refund or otherwise resolve the relevant product and reasonable associated shipping charges as applicable.
11. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, color or design, please request a return for the original eligible item and place a new order separately.
This helps ensure that your preferred item is not sold out while the original return is in transit.
12. Order Cancellations and Changes
If you need to cancel or change an order, please contact us as soon as possible at support@shopcozyhue.com.
We will try to help, but changes and cancellations cannot be guaranteed after an order has entered processing, production or shipment.
If an order has already shipped, it must follow the standard return process after delivery.
Personalized, customized or made-to-order products cannot be cancelled after production has begun.
13. Shipping Delays and Unavailable Items
If we are unable to ship your order within the stated processing period, we will notify you and provide updated shipping information.
Where applicable, you may choose to:
- Accept the revised shipping timeline; or
- Cancel the affected unshipped item or order for a refund
If we cannot fulfill an item, we will cancel it and refund the amount paid for that item, including applicable charges as required.
14. Lost Packages
If tracking information indicates that a package may be lost in transit, please contact us at support@shopcozyhue.com.
We may review the tracking history, shipping information and carrier records.
If the shipping carrier confirms that the package was lost before delivery, we will provide an appropriate resolution, such as a replacement or refund.
15. Packages Marked as Delivered
If tracking shows that your order was delivered but you cannot locate it, please:
- Confirm the shipping address on your order.
- Check with household members, neighbors, reception desks and other safe delivery locations.
- Allow a short period in case the carrier marked the package as delivered early.
- Contact the shipping carrier.
- Email us if the package still cannot be located.
We will assist in reviewing the available shipping information. Each case will be assessed individually.
We cannot guarantee a refund or replacement when an order was delivered to the address provided by the customer, but we will make reasonable efforts to assist.
16. Refused, Unclaimed and Undeliverable Packages
If a package is returned because it was refused, unclaimed or sent to an incorrect or incomplete address provided during checkout, the customer may be responsible for:
- Original shipping charges
- Return-to-sender charges
- Additional shipping costs for reshipment
Any refund will be reviewed after the returned package is received and inspected.
17. Promotional Gifts
If an order includes a free gift or gift-with-purchase promotion, the promotional item may need to be returned if the remaining order no longer qualifies for the offer.
If a required promotional item is not returned, its stated value may be deducted from the refund where permitted.
Complimentary silk test swatches are excluded from this requirement and do not need to be returned.
18. Contact Us
For return, refund or order-related questions, please contact:
Shop Cozy Hue
Email: support@shopcozyhue.com
Please include your order number whenever possible.
If your return is approved, the correct return address and detailed return instructions will be provided by email.
Please do not send any product back before receiving return authorization.
Nothing in this policy limits any non-waivable consumer rights available under applicable law.
End of Refund Policy