HOW TO RETURN ITEMS
We hope you will love everything that you order from us but if something isn't quite right, you have 30 days to send it back to us.
We'll give you a refund by the same method you used to pay, minus a returns processing fee of €3 within 14 days of your return. We ask that items are returned clean, unworn and have all their tags on.
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.
Please note, items purchased from Afound and H&M cannot be refunded or exchanged in COS stores. We also do not accept returns of garments purchased in store through our online returns service.
For updated information on opening times, head to our store locator.
Repeated returns
At COS, we offer a flexible returns policy to ensure you receive an unrivalled shopping experience. However, if we notice that you have an unusually high returns rate on your account or are purchasing to resell, we may deactivate your account at our discretion. If you feel your access or order has been incorrectly restricted, please get in touch with our Customer Care team, who will help to resolve the issue with you.
ONLINE PURCHASES
1. Proceed to 'Request a return' to process your return via the return portal.
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.
3. You can find detailed instructions in the returns portal, or from the options below.
Right of withdrawal
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.
For further information please select your location on the list below.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How do I return?
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel.
3. Select one of the below options to make your return.
4. Await your Return Confirmation email, which we will send when we have processed your return.
Return at Econt parcel shop
1. Attach the self-adhesive return label (included in your parcel).
2. Take the parcel to an Econt parcel shop of your choice.
Return with courier pick-up
1. Arrange a collection online with Econt by clicking here.
2. After entering your details you'll receive a confirmation to confirm the collection date and time slot.
Please note, it can take up to 14 days to receive and complete your return. Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Need a new Return Form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
Contact our Customer Service team who will advise.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How to return:
1. On the returns note, fill in the return code for the garment you are returning. 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. To ensure the parcel safely reaches us, we recommend that you use our postage labels.
4. Send the return through a convenient DPD parcel shop of your choice. If offered, ask for a proof of postage. Please remember that the responsibility for the return is yours until the parcel reaches us.
5. We’ll process your refund by the same method you used to pay within 14 days after your returned item(s) is received at our warehouse. Please note it can take up to 14 days for us to receive your return. Once we have processed the return you will receive a return confirmation email.
New return form?
Simply click here to print another. Remember to fill in all your order details.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return can take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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. Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How do I return?
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel and drop off at your nearest DPD parcel shop.
3. DPD will provide you with a drop-off receipt to track your parcel's progress.
4. Await your Return Confirmation email, which we will send when we have processed your return.
Need a new Return Form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
Contact our Customer Service team who will advise.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How to return: (all delivery methods)
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid Posti or Schenker label to the parcel and drop off at your nearest Posti or Schenker parcel shop.
3. Posti or Schenker will provide you with a drop-off receipt to track your parcel's progress. Note: If returning a Budbee order, you can book your return via the link in the Budbee tracking text.
4. Await your Return Confirmation email, which we will send when we have processed your return.
Please note, it can take up to 14 days to receive and complete your return. Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
New return form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
If you ordered with Posti, click here to generate another. You'll need your order number and delivery address. If you ordered with Schenker, please contact our Customer Service team who will advise.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How do I return?
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel.
3. Await your Return Confirmation email, which we will send when we have processed your return.
Please note, it can take up to 14 days to receive and complete your return. Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Return at DPD parcel shop
1. Attach the self-adhesive return label (included in your parcel).
2. Take the parcel to a DPD parcel shop of your choice.
You can easily arrange for a DPD courier to pick up your return yourself via the DPD return portal.
New return form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
Contact our Customer Service team who will send you a new one.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How do I return?
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel and drop off at your nearest DPD parcel shop.
3. DPD will provide you with a drop-off receipt to track your parcel's progress.
4. Await your Return Confirmation email, which we will send when we have processed your return.
Need a new Return Form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
Contact our Customer Service team who will advise.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How do I return?
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel and drop off at your nearest DPD parcel shop.
3. DPD will provide you with a drop-off receipt to track your parcel's progress.
4. Await your Return Confirmation email, which we will send when we have processed your return.
Need a new Return Form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
Contact our Customer Service team who will advise.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How do I return?
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Register your return here and follow the instructions.
3. Select return at Econt parcel shop or courier pick-up
4. Await your Return Confirmation email, which we will send when we have processed your return.
Need a new Return Form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
The courier will provide a new return label upon collection or at the drop off location.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How to return:
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel and drop off at your nearest DPD parcel shop.
3. DPD will provide you with a drop-off receipt to track your parcel's progress.
4. Await your Return Confirmation email, which we will send when we have processed your return.
Please note, it can take up to 14 days to receive and complete your return.
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
New return form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
Contact our Customer Service team who will send you a new one.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How to return: 1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Attach your pre-paid label to the parcel.
3. You can easily arrange for a DPD courier to pick up your return yourself via the DPD return portal
4. Await your Return Confirmation email, which we will send when we have processed your return.
Please note, it can take up to 14 days to receive and complete your return.
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
New return form?
Simply click here to print another. Remember to fill in all your order details.
Need a new Return Label?
At the moment we can’t provide a new return label. Don’t worry as you can still arrange a home collection, and the courier will bring a label.
Need further information regarding returns?
Read more in our FAQ here.
When will you receive my return?
Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.
When will I receive my refund?
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).
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 or Pay Later help.
RETURN RESTRICTIONS - DANGEROUS GOODS
About dangerous goods
Although fashion is meant to be available for everyone, some of our cosmetics classified as dangerous goods can’t be delivered to all locations due to transportation restrictions. E.g. nail polish, certain perfumes and nail polish removers as well as pressurised spray cans. At the same time, all our beauty items are tested to ensure that they are safe to use.
This label is used to inform the carrier that the package contains flammable substances and has special transportation requirements.
How to return dangerous goods
If you wish to return or exchange items containing flammable substances, you need to be aware that there are special transportation requirements.
Please follow these steps:
1. The product 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 need to print a new one.
2. Fill the box with paper or filler so that the product sits securely.
3. Follow the normal return and exchange procedure on your delivery note.
Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous goods label from the box.
If you are missing the self-adhesive return label found on the Delivery note, please contact our Customer service.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
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. To view detailed instructions for your country, please click here.
