We have extended our returns period over the festive season, offering more flexible returns for all online purchases made between 31/10/23 and 21/12/2023. All items purchased before 21/12/23 can be returned up until and including 31/01/24.
Our returns are free and easy. We hope you will love everything that you order from us but if something isn't quite right, you have 28 days to send it back to us.
We'll give you a full refund by the same method you used to pay, and we ask that items are returned clean, unworn and have all their tags on.
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 briefs, 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. 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.
How to return:
1. On the returns note, fill in the return code for the item 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. Return the parcel through your preferred option (choose below). Responsibility for the return is yours until the parcel reaches us, so please remember to ask for a proof of postage.
4. You can expect to receive a refund within 14 days of sending the parcel back to us. Once we have processed the return you will receive a return confirmation email.
Drop off:
Drop off your parcel at your local Post office or MyPost24 point. Find your nearest location here (EN), here (DE), here (FR), here (IT).
Home collect:
If you are registered with Swiss Post, you can book a home collection online here (EN), here (DE), here (FR), here (IT) or via the Post-App. After entering your credentials, you can choose desired date for pick up. Returns are collected between 07:30 to 17:00 CET on your chosen date.
Return with Quickpac - Express Orders
There will be a return instruction in the parcel where you can scan a QR code, then you will be directed to QuickPac return site(myquickpac.ch) and the order number will be filled in.
Returns with UPS – Express orders
Visit UPS.com to register your free return, print a new return label, and schedule a pickup.
UPS pickup
Visit UPS.com to register for a free collection of your return shipment and then take your package to the nearest UPS Access Point. UPS will issue you a collection receipt with a tracking number, which you can use to track your package.
UPS home pickup
Click here to arrange for UPS to collect your return shipment and to receive a return label to print out yourself. As soon as we have processed your return, you will receive a confirmation email from 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 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.
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.
