Shipping policy

Delivery is free on every order. No minimum spend, no small-basket penalty. Everything goes tracked.

How long it takes
We dispatch within one to two working days, and delivery is 3 to 7 working days from the day you order. Most arrive sooner than that, but we would rather promise a window we can keep than a date we cannot.

We do not dispatch at weekends or on bank holidays, so an order placed on Friday afternoon goes out on Monday.

Where we deliver
Anywhere in the United Kingdom. We are not able to ship outside the UK at the moment.

Your order may arrive in more than one parcel
We work with a small number of trusted UK suppliers, and each one sends directly. So if you order a candle and a throw together, they may travel separately and arrive a day or two apart. You will get a tracking link for each parcel, and you are never charged more than once.

Tracking
As soon as a parcel leaves, we email you a tracking link. It can take 24 to 48 hours for the first scan to appear. That is normal, and it does not mean anything has gone wrong. You can also see your orders at any time by signing in to your account.

If something goes wrong

Nothing has arrived. If the tracking has not moved for a few days, or the delivery window has passed, email info@thecosynest.co.uk with your order number and we will chase the courier for you. A parcel cannot formally be declared lost until the courier allows it, usually ten working days after dispatch, but we will start looking straight away.

The tracking says delivered and it is not here. Have a look with neighbours and around the property first, as couriers often leave parcels in a safe place and photograph them. If it still has not turned up, tell us and we will open an investigation.

Wrong or incomplete address. Tell us as quickly as you can. If the parcel has not gone out we can change it. Once it is with the courier we cannot, and if it comes back to us we will refund the order less any charge the courier makes for the return.

Nobody in. The courier will normally leave a card and try again, or take the parcel to a local collection point. Anything uncollected eventually comes back to us, so email us and we will arrange a resend.

Damaged in transit
Email info@thecosynest.co.uk within 30 days with your order number and a photo. We will replace it or refund you in full, whichever you would prefer, and cover the postage either way.

Your rights
Delivery estimates are estimates rather than guarantees. But if we have not delivered within 30 days of your order you may cancel and receive a full refund. That is your right under the Consumer Contracts Regulations 2013, and we will honour it without argument.

Still not sure?
Email info@thecosynest.co.uk. A real person will answer, usually within 24 to 48 hours, Monday to Friday.