FAQs
SHOPPING ONLINE
If you would like to order something while you are abroad, change the shipping location to match your current location and provide a local delivery address.
We offer Express (1-2 days) or Standard delivery (3-4 days). Additionally, there are different delivery options via a range of couriers, depending on your delivery location. An overview of options available for your location will be visible at checkout.
While your order is being packed and processed, you’ll see ‘In Progress’ in your Order History. Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.
Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. However it may be possible to cancel the order, if you call our customer service team within one hour of making the purchase.
You can choose to pay using Visa, Mastercard, American Express, Apple Pay and Google Pay. Payment via PayPal and Klarna is also accepted. Klarna is one of Europe’s largest banks, providing payment solutions such as direct payments, pay after delivery options and instalment plans in a one-click purchase experience. Find out more by visiting Klarna.
Redeem your voucher in your cart or in the ‘discount code’ section at checkout. If you have been emailed a discount code, please ensure you sign into your account to use it.
Yes, we offer discounts during sale periods and one-off promotions. Please sign up to our newsletter to be the first to know.
Some pieces in our collection are only available to purchase online and are not available in any COS stores. These selected garments are highlighted with an ‘online exclusive’ marker on the product page. These products can only be purchased using the online checkout process. If you have difficulty placing an order for one of these items online, our Customer Service team may be able to assist.
RETURNS & REFUNDS
To view detailed instructions, please click here. Once your return has been received and processed, you’ll be sent a confirmation email to let you know. Please note that we do not offer an exchange service.
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.
MY ACCOUNT
If you have forgotten your password or have been locked out of your account, you can request a reset link here. If you need any further assistance, our customer service team will be happy to help.
We will only keep your data as long as you are an active customer. However, if you wish to delete your account or revoke consent, please visit our Privacy Notice pages for further information.
QUALITY & SIZE
You can find our full size guide online here which includes a size conversion chart, measurements per size and information on how to compare your measurements. If you are unsure, remember we always offer free returns so you are welcome to try more than one size, and return those which aren’t the best fit.
Quality is very important to us. Offering reinvented classics and wardrobe essentials, we create pieces that are made to last beyond the season. Traditional methods and new techniques merge to form timeless, understated collections. With the right care, we expect our pieces to remain a part of your wardrobe for years. You can find our full guide to product care here.
How you should care for your products depends on the material they are made from. We have detailed guides for different wools and knits, cotton, silk, linen and leather here.
While we don’t have a specific maternity range, some of our garments are designed with more relaxed and comfortable fits. You can find more information on the fit of the product in the description and in our online size guide. We always welcome feedback on our collections. If you can’t find the size for you, please let our customer service team know.
We know how important it is for a garment to fit properly and feel right, so we take time to explain a garment’s fit, style and material on each item’s page. If you do have any other questions relating to fit, materials or want specific measurements, please contact Customer Service who will be happy to advise you. If they don’t have the information to hand, they’ll be sure to get back to you as soon as possible.
GIFT CARDS
Currently gift cards can only be bought and used in our stores, within the country of purchase. If you have any further questions about our gift cards, please contact our team in store who will be happy to advise.
Gift cards can be spent in any COS store within the country of purchase, excluding concession stores. Gift cards cannot currently be used online. To check the validity or balance of your Gift card, please contact your local store here.
STORE EXPERIENCE/CONTACT
Our online store locator lists all our stores globally, along with their opening hours and contact details. We hope to see you soon!
Returns can be made to any store (excluding concession stores) within the same country of purchase. You can find the conditions of return on your purchase receipt, or the store team will be happy to advise further. Please note that we cannot accept returns in a different country than the purchase was made.
SUSTAINABILITY
We focus on sourcing premium materials that include organic, recycled and fibres certified by Textile Exchange’s animal-welfare standards, and create solutions like Collect and Restore, to extend the life of our products – beyond the point of purchase. We’re always seeking ways to empower the people who make our work possible and create positive change for our wider communities, whether that is through charity partnerships or our Gender Equality in the Supply Chain strategy.
Our signature COS carrier bag is made from 100% paper and is designed for recycling. It’s crafted from material from well-managed FSC®-certified forests, recycled materials, and other controlled sources, including the handles, which means you can simply place the whole bag in your recycling after you’re finished with it. The tissue paper we use to wrap our products in store can be recycled too – and is made from 50% recycled paper. Please check your local recycling facility to find out what services your community offers.
Our suit carriers are now made from 100% recycled polypropylene, with no additional hardware to enable recycling where possible as these would not need to be removed. We have also switched our gift cards from plastic to a recycled paper material.
Separate waste collection. Check your local municipal guidelines.
Head to our packaging page to find out more.
Any COS fragrance or candle labelled as ‘vegan’ indicates that the formula contains no ingredients of animal origin – such as beeswax, carmine or xanthan gum. For information on animal testing for our cosmetic products, please see the H&M Group’s Animal Welfare Policy. ‘Vegan’ is used on COS' own cosmetic products to help the customer make an informed decision selecting a formula not containing any ingredients of animal origin. Vegan ingredients can be natural or synthetic. We do not use the term 'vegan' to state or imply that the formula has a positive or no impact on the environment or is less damaging to the environment than other formulas.
Any COS fragrance labelled with 'natural origin’ indicates that we have followed guidelines and methods from ISO 16128, an international standard for natural and organic cosmetics. The standard states that a ‘natural ingredient’ is unchanged from its natural state, and a ‘naturally derived ingredient’ has a natural source but has undergone some processing. If processed, the ingredient must retain more than 50% of its original natural structure.
The percentage of natural origin ingredients is stated online to help you make an informed decision on selecting a formula. Synthetic ingredients can be included in the formula. We do not use ‘natural’ to state or imply that the formula has a positive or no impact on the environment or is less damaging to the environment than other formulas.
When we claim 'upcycled ingredients' on COS’ own cosmetic products, upcycled is defined as the way to valorise by-products, discarded and waste materials and unused products into ingredients of higher value. We classify an ingredient as upcycled if 50% or more of the carbon atoms it contains comes from upcycled materials. COS’ own cosmetic products communicate the percentage of upcycled ingredients per product. Food, beverage and flowers are examples of material sources that can be upcycled into cosmetic products. Upcycling is about taking these categories and giving them a second chance.
We do not use 'upcycled' to state or imply that the formula has a positive or no impact on the environment or is less damaging to the environment than other formulas.
WORK WITH COS
We are always happy to hear when someone wants to work for us! You can find and apply for all current vacancies on our careers site, so this is the best place to start. Alternatively, you can keep up to date on our LinkedIn profile here.
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