HOW TO RETURN ITEMS
If something isn’t quite right, you can post your purchases back to us. A €4 return shipping fee will be deducted from your refund if you return your online order. For online orders returned in store, the fee is waived.
Please fill out the return slip and include it in your parcel. If you need a new return slip, please click here.
Return in store
You can return your items to any COS store in Germany for a refund. Simply bring your e-receipt or delivery note, along with the items you wish to return. Please note that items purchased on hm.com cannot be refunded or exchanged in COS stores.
ONLINE PURCHASES
1. Proceed to 'Request a return' to process your return and find detailed instructions on how to get it back to us.
2. Ensure your return form is included in your parcel. If you need a new form, please click here and fill in your order details.
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 unopened and 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 on your delivery note.
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.
Under EU consumer protection law, you have the right to withdraw from your contract. This means you can cancel all or part of your purchase within 14 days of receiving your order, for any reason, unless a statutory exception applies.
We offer a 30-day return policy for items purchased at full price, for sale items a 14-day return policy applies. In both cases, the return period begins on the day you receive your order.
How to exercise your right of withdrawal
You can let us know you wish to withdraw in a clear and straightforward way using any of the following options:
Use the withdrawal/return function in your online account.
Complete and submit the return form included with your order.
If you need more support, you can contact our Customer Service team via email or your preferred channel.
Returning your items
Once you’ve notified us of your withdrawal:
Please return the items without undue delay using the prepaid return label included in your package.
You may combine items from multiple orders in one parcel; however, return costs are applied per order, not per parcel.
Damaged or faulty items
If you receive a damaged or defective item, please indicate this clearly when submitting your withdrawal or return request so we can assist you as quickly as possible.
Refunds
Refunds are processed within 14 days of receiving your returned items or proof of return.
We will issue your refund using the same payment method used for your original purchase.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
Click here to print the form. Please include all the details of your order.
Use one of our label free return options above or contact our Customer Service team who will advise.
You can return your items to any COS store in Germany for a refund. Simply bring your e-receipt or delivery note, along with the items you wish to return. Please note that items purchased on hm.com cannot be refunded or exchanged in COS stores.
