Order & Returns Support
We're very proud of our products, and we're sure you'll love them too. If something's not quite right, we're here to help. Always get in touch with our Customer Services team first — we'll talk you through your options.
Damaged or Faulty Goods
Arrived damaged? Developed a fault while in your care? Photograph the goods and give our team a call. We'll ask you to forward the pictures so we can assess how to proceed.
If we agree to a return, we'll sort the carrier arrangements and cover the cost. No charge to you.
Non-Faulty Returns
Changed your mind? No problem. Contact us within 30 days of delivery. Goods must be in their original packaging and resalable condition.
Once that's confirmed, our team will talk you through the next steps. You can arrange the return yourself, or we can organise it for you.
Return Charges Apply:
Small items returned by box: £15
Larger items returned by pallet: £60
*Once the goods are back with us, our returns team will inspect them before issuing a refund.
Items Sent Directly from Suppliers
Some of our resources ship directly from third-party suppliers. These follow the supplier's own returns policy, and different fees may apply.
Not sure? Just ask. Our Customer Services team will confirm whether your item is direct-dispatched and what charges apply.
Below, you'll find answers to all sorts of order and returns questions – plus a few extras on vouchers, trade partnerships, and international delivery.
What is your return policy?
Changed your mind? No problem. You can return unused items in their original packaging within 30 days. Just get in touch with our customer service team first to arrange it.
Return charges are £15+VAT for parcels and £50+VAT for pallets. Faulty or damaged items within warranty? No charge at all.
Once we've received and checked your return, we'll credit your original payment method.
Need to get started? Give our team a call. They'll talk you through it.
How do I cancel my order?
Need to cancel? Contact our customer service team as soon as you can. Have your sales order number, purchase order number or address handy. The product code of the item helps too.
Our team will raise a support ticket and let you know if cancellation is possible. If your item hasn't been dispatched yet, there's no charge.
You can also open and track cancellation or support tickets through our Customer Portal.
Do you have any discount codes?
Great value matters to us. That's why we focus on fair, transparent pricing every day. No gimmicks. No short-term offers. Just honest prices you can count on.
From time to time we run special promotions or competitions. When we do, you'll know about it.
How do I know if a product is in stock?
Just let us know the product name and code. We'll check our live stock report for you. If it's not available right now, we'll share the expected lead time too. Simple.
How can I place an order with Cosy?
Ordering with Cosy is easy. Pick whichever way works best for you.
Online – Browse and buy at cosydirect.com through our secure checkout.
Email – Send your order to orders@cosydirect.com.
Phone – Give our team a call on 01332 370152.
Trade partner or placing a bulk order? We offer integration solutions to make things smoother. Just get in touch.
All orders depend on availability. You'll get a confirmation email once we've received yours.
Do Cosy sell vouchers?
We do offer Cosy vouchers from time to time. These may come with their own terms and conditions.
Want to know more or buy one? Our team can help. Call us on 01332 370152 or email sales@cosydirect.com.
How do I get you to complete a new supplier form?
Easy. Just email your supplier form to accounts@cosydirect.com. Our Finance team will fill it in and send it back.
Not got Cosy Direct or our parent company, Collaborate & Innovate, on your supplier list yet? This is the quickest way to get us set up in your system.
What do I do if I can't find Cosy Direct in our procurement system?
Try searching for "Cosy Direct" or our parent company, "Collaborate & Innovate." We might be listed under either name.
No luck? Send your new supplier form to accounts@cosydirect.com. Our Finance team will complete it and get it back to you.
Do you ship to Northern Ireland?
We no longer deliver directly to Northern Ireland. Brexit and customs changes made that tricky. But we've got you covered.
Our partner, Learning Space, stocks a selection of Cosy products in Northern Ireland. They handle all the customs bits for you too.
Browse the Cosy collection on Learning Space's website or drop them an email at admin@learningspaceuk.co.uk. They'll be happy to help.
How do I find my saved basket on your website?
Make sure you're logged into your Cosy account. When you're logged in, your basket stays saved even if you leave and come back. It'll only clear if you buy or remove items.
Not logged in? Your basket may only be saved temporarily.
A handy tip: you can name and save multiple baskets. Great for organising by room or project.
Need help finding it? Just let us know. We'll walk you through it.
Do you sell your goods internationally?
Yes we do! Delivery outside the UK Mainland is available on request. Every shipment is priced individually so we can find the best option for you. Heavier or bulkier items may have extra charges.
Want a quote? Email us at distributors@cosydirect.com or call +44 1332 370152. We'll sort it out for you.
How can I become an International trade partner?
We'd love to hear from you. Drop us an email at distributors@cosydirect.com to introduce yourself and your business. One of our team will get back to you to chat through your needs.
Every partnership is different. That's why we keep the process personal rather than using a standard form.
Got questions? Call us on +44 1332 370152. We're here to help.
Still stuck? Our Customer Services team is here to help
Call us on 01332 370152, email sales@cosydirect.com, or start a live chat. We'd love to hear from you.