REFUNDS
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. Refunds for Apple Pay and Google Pay purchases are processed similarly to credit or debit card refunds and are typically returned to the original payment method.
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.
Remember you can speak to Klarna directly for any Card, Pay Later or Slice It help.
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.
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 40 €, paying 20 € with a gift card and 20 € with a credit card, and later return items to the value of 30 €, you will receive a refund of 20 € to your credit card and the remaining 10 € will be issued as a new gift card.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
You can choose to return your parcel with DHL, Hermes or DPD, by using the return label you have in your parcel:
We provide you with a multicarrier label, which means that with the return label included in the parcel, you can choose to return either with DHL, Hermes or DPD
You will receive a return tracking number so you can follow the status of your return
If you need a new return label, you can create a new one here.
Please note that if you create a new return label using the link above, you will only be able to make your return using the DHL service
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
Make up and skincare products cannot be returned for hygiene reasons.
Underwear, bodies and pierced jewellery cannot be returned unless faulty, and swimwear must have the hygiene strip.
We do not accept returns of garments purchased in store through our online returns service. However, if you were unable to return your item during a temporary store closure, we will extend our returns policy to 45 days from when your local store has reopened. For updated information on opening times, head to our store locator.
Returns take a maximum of 14 days to reach our warehouse and be processed for a refund. Once this has been done, you’ll receive a return confirmation email to let you know. If you haven’t received confirmation after 14 days, please contact customer service here with your proof of return and a list of the items returned.
Please note that items bought online currently cannot be refunded or exchanged in any of our stores.
