HOW TO RETURN ITEMS
Return Instructions
Domestic only
Click 'Start a return' below to begin the return process for your order.
You will need the order number from the order confirmation email as well as the email address you used to place the order.
Once you have entered your order number and email address in the return portal, select the item(s) you wish to return and the reason for return.
Proceed to generate a pre-paid shipping label which can either be printed at home or generated via QR code to be printed at any Purolator location.
A return shipping fee of $5 will be automatically deducted from your refund. Return fees are processed per order, not per prepaid shipping label. Please reach out to customer service to waive one of the return fees if you choose to return multiple orders using one prepaid label.
Using the label provided will guarantee a refund in the event of loss during delivery to our warehouse.
Exchanges
If you would like to exchange your online purchase, please return the item(s) you wish to exchange and place a new order on our site. Exchanges of online orders cannot be processed in store.
Final Sale Policy
Merchandise purchased online at a discount of 50% off or more is considered Final Sale. Items purchased as Final Sale are not eligible for return, exchange or credit without exception and merchandise is sold as is.
Shipping Errors & Defective Product
In the unlikely event that we process an order incorrectly or you receive a damaged or defective item, we will accept it for a full refund. Follow the return instructions above and select "Faulty stitching, torn, marked, buttons missing, etc." or "Wrong delivery" to initiate a return for a damaged or incorrect item.
Items Purchased At Other Locations
We do not accept returns of garments purchased in store, at other online stores, marketplace or any other site selling COS merchandise through our online returns service.
Need further information regarding returns?
Read our full return policy here.
RETURN RESTRICTIONS - DANGEROUS GOODS
While our fragrances and candles are tested to ensure that they are safe to use, some contain flammable substances and therefore have special transportation requirements and rules for returns. Please follow these steps:
1. The item 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 must print and attach a new one.
2. Fill the box with paper or another filler to ensure the product is secured.
3. Follow the COS returns procedure listed above.
Please be aware that if your original order contained multiple items and are returning an item that isn’t dangerous, you must remove the LQ Dangerous goods label from the packaging.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
Returns take approximately 14 days to reach our warehouse and be processed for a refund. We always try to be as fast as possible, but during busy periods (such as holidays and sales), it can take a little longer. Once we have processed the return, you will receive a return confirmation email.
If you haven’t received confirmation after 14 days, please contact customer service with your proof of return and a list of the items returned.
Return approval is at the discretion of our operations team and COS reserves the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer.
Online purchases can not currently be returned in COS stores. To initiate a return, please follow the process here.
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