RETURNS
Christmas Returns
We have extended our returns policy to allow you to shop confidently this festive season. Any purchase made online, from 5th November 2025 - 10th December 2025 can be returned up until 9th January 2026. For purchases made from 11th December 2025 onwards, our normal returns policy will apply.
We hope you will love everything that you order from us but if something isn't quite right, you have 30 days from the day you have received the order to send it back to us.
We will refund your purchase price, minus a €3 processing fee, within 14 days of receiving your return. Refunds will be issued to your original payment method. Please ensure items are returned clean, unworn, and with all tags attached.
Makeup 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 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.
RESTRICTIONS - CANDLES AND FRAGRANCE
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.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
Return in store:
You can now return item(s) in COS stores in The Netherlands for a refund. Simply bring your e-receipt or the delivery note and the item(s) you wish to return to the store.
Please note, items purchased on hm.com cannot be refunded or exchanged in COS stores.
Return online:
1. Package up your return securely (in original packaging where possible) and be sure to include your completed Return Form.
2. Choose one of the return options. More details can be found here.
3. The carrier 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.
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Click here to print the form. Please include all the details of your order.
Contact our Customer Service team who will advise.
You can return multiple orders at the same time, as long as you include all relevant return forms in the package. Please note that a return fee will be charged per order, even if the items are shipped together in one package.
REPEATED RETURNS
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.
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