pan>HOME</span> pan>CUSTOMER SERVICE</span> pan>FAQ</span>

What locations do you ship to?

Please click here to see a list of locations which we currently ship to. We hope to add more locations very soon, so please sign up to our newsletter here to be the first to hear about future expansion.

 

Can I shop online outside of my location of residence?

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.

How will my parcel be delivered, and how long does delivery take?

We offer Express (1-2 business days),  Standard (3-5 business days) and Economy delivery (5-8 business days). Additionally, there are different delivery options through a range of couriers, depending on your delivery location. To view the full options for your location, please click here.

 

How do I track the status of my order?

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.

 

Can I make any changes to my order now it has been placed?

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.

 

What payment options do you offer?

You can choose to pay using MasterCard, VISA, VISA Electron, American Express, Discover and PayPal. To find out more about our payment options available in the US, please click here..

 

Where do I add my discount code?

On the Shopping Bag page, you’ll see ‘Got a promotion code?’ under Order Summary. You can enter the code here before proceeding to Checkout. If the code isn’t working, please check it has been spelled corrected correctly and no extra spaces or characters have been added. Please note that we don’t currently accept Gift Cards online.

 

Do you offer discounts or Black Friday deals?

Yes, we offer discounts during sale periods and one-off promotions. Please sign up to our newsletter</u> to be the first to know.

 

What does ‘online exclusive’ mean?

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 either a ‘online only’ or ‘online only colour’ marker on the product page of our website. 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.

 

 

How do I make a return?

IIf something isn’t quite right, you can return your full-price parcel to us within 30 days of purchase. Sale merchandise can be returned within 14 days of delivery if not marked 'FINAL SALE'. To view detailed instructions for your location, please click here. Once your return has been received and processed, you’ll be sent a confirmation email to let you know. A $7.00 return fee will be deducted from your refund should you choose to use the prepaid label included with your order. Please note that we do not offer an exchange service.

 

How long does my return and refund take?

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.

 

How do I get a replacement returns note/label?

If you need a replacement returns note, you can find this here</u>. If you are missing the self-adhesive return label from your parcel, please contact customer service.

 

 

How do I unlock my account?

If you have forgotten your password or have been locked out of your account, you can request a reset link here</u>. If you need any further assistance, our customer service</u> team will be happy to help.

 

How do I delete my account?

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</u> for further information.

 

 

How do I know which size to order?

You can find our full size guide online here</u> which includes a size conversion chart, measurements per size and information on how to compare your measurements.

 

What quality can I expect from COS products?

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</u>.

 

How should I care for my garment?

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</u>.

 

Do COS offer maternity sizes?

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</u>. We always welcome feedback on our collections. If you can’t find the size for you, please let our customer service team know. 

 

How do I find out more about the garment I want to buy?

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</u> 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.

 

 

What is thredUP? 

COS announced a new garment collection program for recycling and resale with thredUP, one of the largest online resale platforms for women's and kid's apparel, shoes, and accessories. The program, which is enabled by thredUP's Resale-as-a-ServiceⓇ (RaaSⓇ), is available in the U.S. and allows COS customers a sustainable solution to turn in their pre-loved clothing. 

How does thredUP work? 

COS customers can simply pick up a thredUP Clean Out Kit in-store or generate a prepaid shipping label from here</u>, fill it with apparel, shoes, and accessories from any brand, and ship it to thredUP for free. Customers will also be offered a credit towards a future COS store purchase.

Where can I buy a gift card?

Gift cards can only be bought in our stores and cannot be purchased online. Find your local store using our store locator</u>.

Can I buy a gift card online?

Gift cards can only be bought in our stores at this time.

How can I check my balance?

To check the balance of your gift card, please contact your local store using our store locator</u>.

Where can I spend my gift card?

Gift cards can be spent in any COS store within the country of purchase, excluding concession stores.

 

 

Where can I visit one of your stores?

Our online store locator</u> lists all our stores globally, along with their opening hours and contact details. We hope to see you soon!

 

Can I contact the store directly about my purchase or experience?

Of course, our stores are always happy to hear from you, so please do get in touch. You can find all contact details in our Store Locator here</u>.

 

How do I return an item bought from a COS store?

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</u> will be happy to advise further. Please note that we cannot accept returns in a different country than the purchase was made.

 

 

What does sustainability mean to COS?

At COS, sustainability means always having longevity in mind. We achieve this through our considered approach to high quality, durability and functionality. Quality is our essence, from the fibres chosen in our garments to the customer experience and everything in between. Everything matters in the way we work, care and create things so each piece will last beyond the season. We are working hard to make conscious choices about the materials we use and our production methods, and all our suppliers must comply with our code of conduct. For more information on the group’s policies, please visit the H&M group sustainability page</u>.

 

 

How do I apply for a job 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</u>, so this is the best place to start. Alternatively, you can keep up to date on our LinkedIn profile here</u>.

 

How do I establish a collaboration with COS as an influencer?

It’s always great to hear from people who are inspired by the pieces we create. If you would like more information about who we are and what we value please contact our press department here</u>.

 

What is Klarna?

Klarna is an alternative payment method that allows you to split your purchase into four interest-free payments when you spend $35 or more.

To use Klarna at cosstores.com, simply add your favorite products to your shopping bag and choose Klarna at the checkout. Your purchase will be split into four equal payments. The first payment is due when your order is shipped. The remaining three payments will be automatically charged to your debit or credit card every two weeks.


Klarna frequently asked questions


Q. How do automatic payments work?

A. The debit or credit card you entered in your Klarna account will be charged every other week. Don’t worry, you’ll always be reminded by email before your card gets charged. You can also review your purchases and payment dates by logging into the Klarna app.


Q: What do I need to use Klarna?

A:
● A US-issued debit or credit card
● To be 18+ years old
● A US billing address
● An SMS-capable phone number


Q: Will using Klarna affect my credit score?
A: No. When you choose Klarna as your payment method, they may perform a soft credit check. This type of check will not impact your credit score or show up as a hard inquiry on your credit report.


Q: Which payment methods are accepted?

A: Klarna accepts all major debit and credit cards, such as Mastercard, Visa, AMEX, and Discover. Unfortunately, prepaid cards and gift cards are not accepted.


Q. Are there any late fees?

A. A late fee of up to $7 may be charged if an automatic payment cannot be collected. Please see terms</u> for full details.


Q. Is Klarna currently accepted in stores?

A. No. Klarna is only available at cosstores.com and not yet accepted in our US stores.


Q. What if I return an item or if the order total changes?

A. If you make a return or if your order total changes for any reason, the payments and refund will be adjusted accordingly. Please note that a minimum spend of $35 is required for split payments. You can review the full terms here</u>.


Q: Is my information safe?

A: Klarna uses the latest safeguards and security to protect your information and prevent unauthorized purchases. You have zero fraud liability with Klarna’s Buyer Protection policy.

Q: How can I reach a Klarna representative?

A: Klarna recommends downloading their app to speak to a representative, who will be available at any time. Alternatively, you can reach Klarna’s customer service here</u>.


Need to know more? Check out Klarna’s full FAQ page here</u>.