RETURNS
We hope you will love everything that you order from us but if something isn’t quite right, you have 30 days from the purchase date to return any full-price item(s) and 14 days from the delivery date to return any sale item(s) that are not marked 'Final Sale' for a full refund to the original payment method for the order. We ask that items are returned clean, unworn and have all their tags on.
A $7 return fee will be deducted from your refund should you choose to use the prepaid label included with your order.
All items must be unused, unworn, unwashed, undamaged and have their original tags attached. All items must be returned with the original packing slip.
When trying on footwear, please do so on a soft, carpeted surface so that the soles are not damaged and return them in their original shoe box (shoe boxes cannot be used as shipping boxes).
For hygiene reasons, undergarments, and pierced jewelry cannot be returned or exchanged unless faulty. All swimwear and bodysuits must still have the hygiene strip intact.
Exchanges
If you would like to exchange your online purchase, please return the item(s) you wish to exchange and place a new order on our site. You can also exchange items at your local store.
COS does not accept price adjustments.
Final Sale
Merchandise purchased online at a discount of 60% off or more is considered Final Sale. Items purchased as Final Sale are not eligible for return, exchange or credit without exception and merchandise is sold as is.
Shipping Errors & Defective Product
In the unlikely event that we process an order incorrectly or you receive a damaged or defective item, we will accept it for a full refund. COS will provide a prepaid UPS shipping label to facilitate returns within the U.S. To receive your shipping label and arrange to replace your product, please contact customer service.
Items Purchased At Other Locations
We do not accept returns of garments purchased in store, at other online stores, marketplace or any other site selling COS merchandise through our online returns service.
Return approval is at the discretion of our operations team and COS reserves the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer.
REPEATED RETURNS
At COS, we offer a flexible returns policy to ensure you receive an unrivaled 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 customer service, who will help to resolve the issue with you.
RESTRICTIONS
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 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
1. On the returns note, fill in the return code for the garment 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. Attach the pre-paid UPS label and parcel over the prior delivery information. Using the label provided will guarantee a refund in the event of loss during delivery to our warehouse.
4. Drop off your package at a UPS Drop Box or the UPS Store. Contact UPS to find your nearest UPS drop-off location (1.800.PICK-UPS/1.800.742.5877 or at www.ups.com) You can also leave the package at your place of employment if you have a UPS pick-up there. If a pick-up is scheduled with the UPS customer service, the customer must pay the pick-up cost.
5. Once your package reaches us, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email. A $7.00 return fee will be deducted from your refund should you choose to use the prepaid label included with your order.
All returns must be shipped from the same location they were purchased from, and this information is only valid for US orders.
Simply click here to print another. Remember to fill in all your order details.
Contact our customer service team who will send you a new one.
Please allow 7 business days from the time we receive your return for it to be processed. We always try to be as fast as possible, but during busy periods (such as holidays and sales), it can take a little longer. Once we have processed the return, you will receive a return confirmation email.
Return approval is at the discretion of our operations team and COS reserves the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer.
Read more in our FAQ here.
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