Exchanges and returns

WANT TO RETURN AN ONLINE ORDER?

Access our returns portal by clicking here . 

WHAT ARE THE REQUIREMENTS FOR EXCHANGES AND RETURNS?

      • Returns must be made within a maximum of 14 days from the date of receipt.
      • The garment must be in the same condition in which you received it. Returns made after the deadline, or of garments that are not in the same condition in which they were received and with their original tags, will not be accepted. In these cases, the garment will be sent back to the customer and the shipping costs will be borne by the customer.
      • For hygiene reasons, returns of swimwear whose hygiene liner has been removed or tampered with will not be accepted.
      • Exchanges and returns of personalised products and costume jewellery are not accepted for hygiene reasons.

HOW CAN I MAKE AN EXCHANGE?

We do not currently offer direct exchanges for size or colour.

If you would like a garment in a different size or colour, you must register the return through the Returns Portal and place a new order for the item you want.

You can go to any of the following stores to make the exchange: Alicante, Almería, Barcelona, Bilbao, Córdoba, Granada, Las Palmas, Madrid, Pontevedra, Santander, Sevilla, Valencia, Valladolid, Vigo and Zaragoza (excluding the Coosy stores in Albacete, Murcia, Oviedo, Pamplona and Salamanca, El Corte Inglés corners and Outlet stores).

The store will register the return in the portal and a voucher for the corresponding amount will be issued, which you can use immediately to purchase another item available in store.

 

HOW CAN I MAKE A RETURN?

You must register your return through our online portal [here]. If you do not register it, we will not be able to process your request.

Enter your order number and email address, select the item you wish to return and follow the steps indicated.

You have 3 options for sending the garment(s) back to us:

1. Drop-off at a Coosy store: Go to a Coosy store in Alicante, Almería, Barcelona, Bilbao, Córdoba, Granada, Las Palmas, Madrid, Pontevedra, Santander, Sevilla, Valencia, Valladolid, Vigo or Zaragoza (excluding the Coosy stores in Albacete, Murcia, Oviedo, Pamplona and Salamanca, El Corte Inglés corners and Outlet stores).

Our stores act as a drop-off point. The return will be processed once the garment has arrived at our head office. You do not need to bring the order box, only the garment(s).

2. Drop-off at a carrier's office or collection point: When you select this option in the portal, the system will generate a label that you will receive by email. With it, you can drop your parcel at the office or collection point of the carrier that applies to the country you are sending it from. The cost of the return will be deducted from the amount of the returned items:

      • Spain (Mainland and Balearic Islands): Correos. €5.00 (€8.00 if the return includes more than 5 items).
      • Europe: UPS. €19.50 (Europe 1) or €20.01 (Europe 2 and 3).
      • United Kingdom: DHL. €75.00 (€115.00 if more than 4 items are selected).
      • International 1: €110.00 (€180.00 if more than 4 items are selected).
      • International 2: €130.00 (€210.00 if more than 4 items are selected).

This option will only be available if the value of the items to be returned exceeds the cost of the service. Otherwise, the portal will not allow you to select it and you can choose option 1 or 3.

For shipments from outside Spain, the exact amount will be shown in the portal when you register your request, as it may vary. If you do not know which zone your country belongs to, please see our [shipping information].

3. Send 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:

      • Coosy Las Palmas – Returns Department. C/ Cano, 42, 35002 Las Palmas de Gran Canaria. The store will notify the head office of the return so that it can be processed.

Return costs are borne by the customer, so Coosy will not accept any shipment sent cash on delivery. Please remember that the item remains your responsibility until it is received at our offices. We therefore recommend sending it by registered mail or via a courier, and keeping the proof of shipment, since, if it is not received, you will need to prove that it was delivered to our offices and who received it.

WHEN AND HOW WILL I RECEIVE THE AMOUNT OF MY RETURN?

When you register your return through our returns portal, you can choose between having it refunded to the same payment method used for your purchase, or receiving a gift card/voucher with no expiry date*. Once the item has been received at our head office, and provided the garments are in the same condition in which they were sent, we will process your return within 14 calendar days.

If you paid by bank transfer, we will need your IBAN and the account holder's name to process the return.

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

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

*Returns for customers outside the European Union will be made by means of a voucher with no expiry date. This condition applies to orders placed from Saudi Arabia, Canada, Qatar, Chile, the United Arab Emirates, the United States, Kuwait, Mexico and the United Kingdom.

If the order cannot be delivered because the customer rejects it, refuses to accept it, is not available at the time of delivery, does not pay the corresponding charges or does not complete the necessary formalities, and the order is returned to origin, customs clearance fees, transport costs and any other amount or charge incurred during the customs inspection or retention process will be deducted from the amount to be returned, using the same payment method used for the purchase. Shipping costs are not refunded.

WHAT IF I HAVE RECEIVED AN INCORRECT OR DEFECTIVE ITEM?

If you have received an item different from the one you ordered, please let us know as soon as possible at info@coosy.es, with a photo and your order details. We will send the correct item as soon as possible and arrange to collect the item sent in error.

At Coosy we make every effort to check each order and each item shipped. If, exceptionally, you have received a defective garment, please contact us immediately by email at info@coosy.es, attaching a photo of the issue and your order details so that we can pass it on to the relevant department.

For any questions about the exchange and return process, you can write to devoluciones@coosy.es or call 915 219 872. You can also contact us via the chat available at www.coosy.es.