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?

Currently, we do not offer direct exchanges for size or color.
If you wish to receive an item in a different size or color, you must register the return through our returns portal and place a new order for the desired item. You can access the portal by clicking here.

If you have a nearby Coosy store, you may visit any of the following locations to process the exchange: Bilbao, Córdoba, Granada, Almería, Alicante, Las Palmas, Madrid, Pontevedra, Santander, Sevilla, Valladolid, Valencia, Vigo, and Zaragoza.

In-store staff will register the return through the portal, and a voucher for the corresponding amount will be issued, which can be used immediately to purchase another available item in-store.

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 Office / Returns Department
C/ Miguel Yuste, 16 – 1ºAB, 28037 Madrid

Customers in Las Palmas de Gran Canaria may send their items to:

Coosy Las Palmas – Returns Department
C/ Cano, 42 – 35002 Las Palmas de Gran Canaria

The store will notify the central office of the return for processing.

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. You don’t need to bring the box from your order, only the garment.

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.

If you made a purchase using more than one payment method (for example, a combination of voucher and card), please note that in the event of a return, the refund will be issued automatically in the same proportion and to the same payment methods used in the original purchase.

This process is automatic and cannot be manually modified, as it is configured according to the payment system.

*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.