Exchanges and returns

DO YOU WANT TO MAKE A RETURN?

Access our returns portal by clicking here .

WHAT IS THE DEADLINE FOR EXCHANGES AND RETURNS?
The deadline for any exchange or return of an item purchased at www.coosy.es is 14 calendar days from the date of delivery of the order.

Coosy reserves the right to reject returns sent after the specified deadline, or items that are not in the same condition as when they were received. In this case, the products will be sent back to the recipient at their expense, and no refund will be issued.

Please note that this return and exchange policy is only for orders placed online.

WHAT ARE THE REQUIREMENTS FOR EXCHANGES AND RETURNS?

    • Do not exceed the maximum period of 14 days from the date of receipt.
    • Items must be returned new with original labeling.
    • Changes and returns of personalized products and jewelry are not accepted for hygiene reasons.

HOW CAN I MAKE A CHANGE?

At Coosy, we offer the exchange of a garment for another size or color, as long as the item remains at the same price. We will not accept cash on delivery packages.

You can send us the garment to the following address:

Coosy Headquarters / Returns Department
c/ Miguel Yuste 16 1ºAB.
28037 MADRID

Please remember to include the size or colour you wish to receive in your package. We will do our best to make the exchange, but if this is not possible, we will proceed with the return of the item.

If you prefer to exchange the item for another model, simply return it and place a new order.

HOW CAN I MAKE A RETURN?
You must register your return through our online portal here . If you do not register, we will not be able to process your request. You will need to enter your order number and email, select the item you wish to return and follow the steps indicated.

To send us the product you have 3 options:

    1. Delivery to a Post Office or Scheduled Collection: You can request a home collection at the time of your choice for a price of €7.00 for national or international orders (price shown at the time of making the request), or leave it at a Post Office pick-up for a price of €5.00, which will be deducted from the return amount. Pack the items you want to send back to us in an envelope or package in perfect condition and give it to the courier. All returns must be packaged so that the product arrives in perfect condition.
    2. Send the items with your preferred carrier: You can send the garments to: Coosy Head Offices / Returns Department c/ Miguel Yuste 16 1ºAB. 28037 MADRID. The costs arising from returns are the responsibility of the customer, so Coosy will not accept any item cash on delivery. Remember that the item is under your responsibility until it is received at our offices, so we recommend that you send the garment by certified mail or through a courier.
    3. In-store delivery available from Coosy Shop: Go to a COOSY store in Bilbao, Córdoba, Granada, Almería, Alicante, Las Palmas, Madrid, Pontevedra, Santander, Sevilla, Valladolid, Valencia, Vigo and Zaragoza. Our stores operate as a delivery point, the return will be made once it is in the central location.

WHEN AND HOW WILL I RECEIVE MY REFUND AMOUNT?
When registering your return through our returns portal, you can choose whether you prefer a refund or a voucher*. Once the item has been received at our headquarters and provided that the garments are in the same condition as when they were sent, we will proceed to process the sending of the voucher or the refund by the same means by which the payment was made, within 14 calendar days.

If you made the payment by bank transfer, we will need your IBAN code to make the refund.

*The refund for customers outside the European Union will be made by means of a voucher with no expiry date.

WHAT HAPPENS IF I RECEIVED AN INCORRECT OR DEFECTIVE ITEM?
If you have mistakenly received an item that is different from the one you purchased, please notify us as soon as possible at devoluciones@coosy.es.

We will send the correct item as soon as possible and we will take care of collecting the item sent in error.

At Coosy we strive to review each order and each item sent. If, exceptionally, you have received a defective item, please contact us immediately by email at returns@coosy.es attaching an image of the defect or flaw so that it can be attended to by our corresponding department.

For any questions or queries about the exchange and return process, you can write to us at devoluciones@coosy.es or call 915 219 872.