HOW TO RETURN ITEMS
Our returns are free and easy. We hope you will love everything that you order from us but if something isn't quite right, you have 28 days to send it back to us.
We'll give you a full refund by the same method you used to pay, within 14 days of your return. We ask that items are returned clean, unworn and have all their tags on.
You can choose to return your parcel with DHL, Hermes or DPD, by using the return label you have in your parcel:
- We provide you with a multicarrier label, this means that with the return label included in the parcel, you can choose to return either with DHL, Hermes or DPD.
- You will receive a Return Tracking number so you can follow the Status of your Return.
- In case you need a new return label, you can create a new one here.
- Please note that in case you create a new return label with the link above, you can return to DHL only.
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
Make-up and skincare products cannot be returned for hygiene reasons.
Underwear briefs, bodies and pierced jewellery cannot be returned unless faulty, and swimwear must have the hygiene strip.
We do not accept returns of garments purchased in store through our online returns service. However, don’t worry! If you were unable to return your item during the temporary store closure, we’ve extended our returns policy to 45 days from when your local store has reopened. For updated information on opening times, head to our store locator
Make-up and skincare products cannot be returned for hygiene reasons.
Underwear, bodies and pierced jewellery cannot be returned unless faulty, and swimwear must have the hygiene strip.
Please note, items purchased from Afound and H&M cannot be refunded or exchanged in COS stores. We also do not accept returns of garments purchased in store through our online returns service.
For updated information on opening times, head to our store locator.
Repeated returns
At COS, we offer a flexible returns policy to ensure you receive an unrivalled shopping experience. However, if we notice that you have an unusually high returns rate on your account or are purchasing to resell, we may deactivate your account at our discretion. If you feel your access or order has been incorrectly restricted, please get in touch with our Customer Care team, who will help to resolve the issue with you.
RETURN RESTRICTIONS - DANGEROUS GOODS
About dangerous goods
Although fashion is meant to be available for everyone, some of our cosmetics classified as dangerous goods can’t be delivered to all locations due to transportation restrictions. E.g. nail polish, certain perfumes and nail polish removers as well as pressurised spray cans. At the same time, all our beauty items are tested to ensure that they are safe to use.
This label is used to inform the carrier that the package contains flammable substances and has special transportation requirements.
How to return dangerous goods
If you wish to return or exchange items containing flammable substances, you need to be aware that there are special transportation requirements.
Please follow these steps:
1. The product must be packed in a box with the LQ Dangerous goods label attached. If you use the original box, then the label is already attached. If you use a different box or the label is damaged, you need to print a new one.
2. Fill the box with paper or filler so that the product sits securely.
3. Follow the normal return and exchange procedure on your delivery note.
Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous goods label from the box.
If you are missing the self-adhesive return label found on the Delivery note, please contact our Customer service.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
Returns take a maximum of 14 days to reach our warehouse and be processed for a refund. Once this has been done, you’ll receive a return confirmation email to let you know. If you haven’t received confirmation after 14 days, please contact customer service here with your proof of return and a list of the items returned.
If you need a replacement returns note, you can find this here. If you are missing the self-adhesive return label from your parcel, please contact customer service.
Please note that items bought online currently cannot be refunded or exchanged in any of our stores. To view detailed instructions for your country, please click here.
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