REFUNDS
Please note, a CHF 3.5 return fee will be deducted from your refund should you choose to use the pre-paid label included with your order.
Multiple orders can be returned in the same package if the return slip from each order is included. If you use only one pre-paid label, then the CHF 3.5 fee will be deducted only once.
You can expect your refund to be processed within 14 days of sending the parcel back to us. You'll be refunded in the same way you chose to pay. We'll always send you a Return Confirmation email when we have received your return and are processing your refund payment..
Card Payment Klarna - Once your refund has been processed, it will be visible in your bank account within 10 working days (although it’s normally much quicker than this).
Paid with Pay Later - Klarna will provide your new Pay Later balance once your return is processed. This will include instructions on how to make a payment and details of any remaining balance.
Klarna Slice It - Klarna will provide your new statement once your return is processed. This will include instructions on how to make a payment if there’s a remaining balance.
PayPal - Your refund will be processed as soon as our warehouse receives your return. PayPal will send you a separate email confirming this.
If you haven't received your return or refund confirmation from us, please get in touch here. Remember you can speak to Klarna directly for any Card, Pay Later or Slice It help.
Gift Card
If you return items paid for with a COS gift card, you will be issued an e-gift card with an updated balance via email.
If you used a combination of payment methods, you will first be refunded to your debit/credit card, Klarna or PayPal, then the remainder of your refund will be issued as an e-gift card.
Example: If you made a purchase of CHF 40, paying CHF 20 with a gift card and CHF 20 with a credit card, and later return items to the value of CHF 30, you will receive a refund of CHF 20 to your credit card and the remaining CHF 10 will be issued as a new gift card.
FREQUENTLY ASKED QUESTIONS
1. On the returns note, fill in the return code for the item you are returning and include this in the package.
2. Re-using the original packaging, tape the parcel securely and attach the pre-paid label included in your parcel.
3. Return the parcel through your preferred option. Responsibility for the return is yours until the parcel reaches us, so please remember to ask for a proof of postage.
4. You can expect to receive a refund within 14 days of sending the parcel back to us. Once we have processed the return you will receive a return confirmation email.
Click here to print the form. Please include all the details of your order.
Return with Swisspost
If you are missing the self-adhesive return label included in your parcel, please contact our Customer service.
Returns with UPS – Express orders
Visit UPS.com on our homepage to register your return, print a new return label, and schedule a pickup. (or drop in a UPS shop)
Return with Quickpac - Express Orders
There will be a return instruction in the parcel where you can scan a QR code, then you will be directed to QuickPac return site (myquickpac.ch) and the order number will be filled in.
